WinPort Casino - Player is criticizing the casino's KYC procedure.

This company is and has been the worst when it comes to a simple KYC Verification. The staff at the casino have been prolonging this process to force you to play your winning and it’s been over a month since I initially requested KYC verification. Serveral other companies have already done the process it was quick and simple. It should be illegal for customers to make deposits without this verification process being done first. I won over 800 twice and think about it it’s been a month and I’m still not verified so that’s why I’m saying they manipulate and complicate the situation leaving you assed out. Each time they reply to anything it’s 3-4 business days

Dear player,

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

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Does the casino have issues with any specific documents you submitted?

If there is any relevant communication between you and the casino, could you please forward it to tomas@casino.guru?

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,

Tomas

I’ll be emailing you

Thank you very much, Player007, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Player007!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Pavel what’s your email

It is pavel.k@casino.guru.

Player007, I have received your e-mail. However, there is nothing we can do unless casino will decide to respond to this complaint. Three will be two weeks for them to do it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

These casino need to start being regulated

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team