Winota Casino - Player’s struggling to complete account verification.

Hallo guten Tag, habe ungefähr 700 Euro eingezahlt und wollte 200 Euro auszahlen lassen, nun ist es so das sie von mir eine Meldebescheneigung verlangen obwohl ich denen bereits einen Kontoauszug zugesendet habe und meine Lohn Abrechnung zudem einen Busgeld von der Stadt Frankfurt wo auch meine Adresse steht, und seid dem ich auf auszahlen gedrückt habe komme ich nicht mehr in meinem Account rein. Warte bereits seid dem 17.06 obwohl ich immer nur zurück gedrängt werde. Könntet ihr bitte dort was veranlassen? Mit freundlichen Grüßen

Dear Miguel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Habe eine meldebescheinigung bestellt diese kommt diese Woche an, und hoffe dann hat es sich geklärt. Ich verstehe nicht wieso ein Kontoauszug wo die Adresse drauf steht nicht aktzeptiert wird.. das finde ich von Winota etwas aufwendiger als bei anderen OC.

Weiterhin komme ich nicht in mein Account rein. Dort steht nämlich User suspended aus einem

grund auch immer, und gesagt wird Wartungsarbeiten bezweifle ich aber denn es ist schon seid dem 20.06 so

Thank you very much, Miguel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Miguel,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winota Casino to the conversation to participate in the resolution of this complaint.

Dear all,

Thank you for reaching out. We highly value your feedback and we will do our best to improve our service further.

We would like to confirm that the maintenance was over on 06.07.2021 and account is accessible again. Moreover, today we have received all the requested documents from the client and the verification was successfully completed.

We appreciate the cooperation on this matter. We hope the above clarifies the situation.

Please feel free to contact us in case you have further questions.

Sincerely,

Winota

Thank you Winota casino team for the reply.

Dear Miguel,

Please let me know when you receive your funds.

Hi Miguel,

Has there been any news? Have you received your funds? We are extending the timer by 7 days. If you fail to reply within this time frame, your complaint will be rejected.

Nein habe aufgrund der langen Auszahlungsdauer mein Geld verspielt , dafür bin ich aber selbst verantwortlich, aber wenn man 2 Wochen auf sein Geld wartet Aja gut.

Hi Miguel,

Thank you for the update. Since you played and lost the funds, I'm afraid, we will have to reject your complaint. I completely understand your frustration but technical issues or delays due to maintenance are quite common. I wish I could be of more help. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter