The player from Germany is experiencing complications verifying the email address and withdrawing his winnings. After email verification player has received his winnings.
Winota Casino - Player is experiencing difficulties completing account verification.
Amount: €350
Winota Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I deposited € 75 at Winota, now I'm at € 350 and would like to pay it out. According to the casino, I should have received a verification email, which unfortunately is not true. When I want to withdraw, I am told to verify my account. When I click on the live chat nothing happens. I received an email from the casino saying that my account was activated. Unfortunately, I cannot pay out. Unfortunately, there was no response to my further emails .... The casino is generally very, very difficult to reach. Can someone help me?
Automatic translation:
Public
Public
3 years ago
Dear Til,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete the KYC (verification) process? Have you tried requesting manual e-mail verification?
I believe we will be able to help you with resolving this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hello Petronela,
Thank you for your fast reply. When I want to withdraw, I get the error code 1333 - withdraw Account is not allowed for not activated account. Two days ago I received the mail from Winota that my account was activated but that doesn't seem to be true. I also generally had the problem of finding the contact to the live chat, as the chat could not be opened. I'm trying by all means to find out from an employee of the casino which documents are required for the payout, but never get an answer. I think that's where it fails. I got into the live chat once, where the woman didn't understand me very well in German but assured me that someone would get in touch as soon as possible. Shortly afterwards, an email came from the casino asking for a screenshot of the error. I have now sent it (error code 1333). I requested a manual verification email but unfortunately didn't get one. It would be nice if the casino could just tell me what they need for my withdrawal ...
Thank you very much in advance!
Many greetings
Til
Automatic translation:
Public
Public
3 years ago
Translation
I would like to add that when I go to the "Withdrawal" tab at the casino, I get the information "Your email address has not been verified". At this point I can press "Resend Confirmation Mail" but unfortunately I just don't get any mail.
Many greetings
Til
Automatic translation:
Public
Public
3 years ago
Thank you very much, Til, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
Public
Public
3 years ago
Translation
Hello Petronela, thank you for your feedback. Regarding the new stand, I can say that I received an email from Winota. This email says that I can request a new verification email. I once again made it clear to the casino that I would not receive a verification email when I hit the 'send new verification email' button. I then asked for a verification email to be sent manually. So the state so far. Unfortunately, I have the feeling that they don't know what I want ...
regards
Til
Automatic translation:
Public
Public
3 years ago
Hello Til,
I looked at your complaint and will do my best to help you. I would like to invite Winota Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
Public
Public
3 years ago
Translation
Hello Viliam, thank you for your message. I hope that the casino will finally speak out and that we will achieve something.
Many greetings
Til
Automatic translation:
Public
Public
3 years ago
Dear all,
Thank you for bringing this situation to our attention.
We would like to apologize for caused inconvenience, and inform you that the player’s email address has been successfully confirmed, which allowed him to request a withdrawal request of the winnings. The withdrawal request will be processed in the nearest future.
We hope this solution satisfies all parties and wish our player even greater winnings.
Please, do not hesitate to contact us via email or LiveChat regarding any further questions.
Best regards,
Winota
Public
Public
3 years ago
Dear Til,
try to request a withdrawal and let me know about your progress.
Public
Public
3 years ago
Translation
Hello Viliam, the account now appears to be verified and the money has been taken down by the casino. Let's see when I get it. Thank you so much for your help !!
Automatic translation:
Public
Public
3 years ago
Translation
As soon as I get the money, I will inform you here again.
Automatic translation:
Public
Public
3 years ago
Translation
Hello, I received the money today. Thank you for your commitment!
Automatic translation:
Public
Public
3 years ago
Dear Til,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
