The player from Italy is inquiring about KYC verification process. The complaint was successfully resolved.
Winorama Casino - Player has applied for KYC verification.
Amount: €220
Winorama Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Winorama Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hi the payments I made were all successful ... For the withdrawal they asked me for all the documents and I sent them ... Again this is the second day that I wait for the bonic ... The fact is that I am not they answer the email .... I have to. Worrying ???? Thanks
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4 years ago
Dear Antonino,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. None of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Yes, thank you, I asked you why the gold does not respond and I wanted to know how it worked as it is the first time that I make a withdrawal ... However, given your answer, I am calm, waiting for me to get a bony again at 48 hours. They previously told me within 48 hours this morning after so many emails that I sent they said to me within 7 working days .... Can I feel comfortable ???? Thanks for your availability....
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4 years ago
Dear Antonino,
I will set the timer for 4 days and if there is no reply by Monday next week, please get back to me and we will contact the casino. Does it sound acceptable?
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4 years ago
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Yes, thank you very much ... Very kind
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4 years ago
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Yes, thank you very much ... Very kind
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4 years ago
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They asked me for the same documents ... I just want the bank transfer in the same card I made the payments .... If you have the possibility to make me make the bank transfer please can intervene ... Gua 8 days have passed and still nothing ... Thanks for your interest ... I await your answers ...
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4 years ago
Dear Antonino,
It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Unfortunately, I don’t have any power to influence KYC verification and payment method. It is between you and the casino only. Please cooperate with the casino and you should receive your winnings in no time.
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4 years ago
Dear Antonino,
Please could you update the status of your complaint? Thank you very much.
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4 years ago
Translation
Good morning on. My state and still suspended always ask me for documentation I send them and their m8 always reply with send documents ... I don't know. More what I have to do in almost a month ... And still no talk about it ... Or send all the documents that ask me at least 4 or 5 times ...
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4 years ago
Thank you very much Antonino for your quick reply. I believe it’s tme for us to intervene. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Translation
Ok thanks very kind. I hope to have my money soon
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4 years ago
Hello Antonino,
Thank you for providing us with the information we requested and your patience. We will now try to get in touch with the casino and find more information case.
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4 years ago
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Ok thanks juli ... I await your answers
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4 years ago
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Hi juli percaso are you new ???? Thank you
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4 years ago
Hello Antonio,
Thank you for contacting us!
I would like to inform you that your demand will be reveiwed from the relevant department and we will provide you an answer as soon as possible.
Have a nice evening!
Regards,
Tony
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4 years ago
Translation
Still nothing .. They always ask for documentation
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4 years ago
The procedure can even take more than weeks, especially if you requested a withdrawal for the first time. This is why we advise players to be patient in cases like this. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Please let us know if this advice was helpful.
