Wins Royal Casino - Player experiences verification issue due to email problem.

I registered on the site and tried various games before attempting to withdraw my funds.

However, I was informed that my email verification was not complete. Even though I tried several times, I did not receive the verification email on the address I registered for a few days.

I contacted the live support about this issue, and the responsible department assured me that the email verification had been completed.

Afterwards, I started receiving verification emails, but when I clicked on the link, it said that the verification failed and I could not proceed to the withdrawal page.

I have been communicating with the live support team and the staff, but there has been no progress regarding this issue.

Could I trouble you to contact the people at Wins Royal for me?

Dear monyfry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that verifying your email address seems to be the only obstacle here? Or you now aren't able to upload any documents to verify your account?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

The email address verification stage is correct.

I have contacted them multiple times about the certification, but no response has been received.

I can't confirm whether the site has been revamped or whether there are past live chat interactions.

I have attached the only reply I received and the details of my enquiry.

Thank you very much, monyfry, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 monyfry,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Wins Royal Casino to join the conversation.

Dear Wins Royal Casino,

Could you kindly furnish details regarding the challenges the player is facing with email verification, especially considering they received confirmation from your support team that the process had been completed?

Dear monyfry,

I managed to get in touch with the casino representative. At the moment, there is no issue with the email verification anymore. The casino team is awaiting certain documents from you for the KYC and AML processes. Please check your registered email inbox and reply to the email from the casino team by providing the requested documents.

Email verification continues to fail.

I have not received any emails regarding KYC documents to my registered email address.

You have already submitted your ID and utility bill documents on the site.

I am not sure what documents are missing, but I have submitted additional bank documents.

Michal , thank you for your correspondence with the person in charge.

We appreciate your continued cooperation.

Dear monyfry,

The email requesting your documents for KYC and AML procedures should have been sent by the casino team from this address support@winsroyal.com. Please check your inbox and the Spam/Junk folder as well.

The last email received was March 13, 2024.

I read the email, but maybe that's what he was saying.

Although I was a little unsatisfied with the other party's explanation, I did what I was instructed to do and submitted the documents.

Wait for your account to be verified.

However, email verification continues to fail.

Dear monyfry,

The casino team was waiting for certain documents from you for the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. I was informed there is no issue with the email verification, this was already done, because without it, you wouldn't be able to even deposit into your account. Now please be patient, as the casino team needs to review your documents. You will be informed directly by the casino team if anything else is needed or when the KYC and AML are finished.

I received an email requesting additional documents, which I have already submitted and am waiting for the review to be completed.

Email verification continues to fail.

We hope that this email verification failure will be resolved once the review is complete.

I have successfully authenticated my email, but the documents I am submitting are not being authenticated at all.

I should have submitted the requested documents, but I haven't received any communication from the other party, so I don't know what to do next.

Dear monyfry,

I understand that the verification process can sometimes be frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that takes a bit of time. I would kindly ask you to be patient and wait for the document check to be completed. Once this is done successfully, your withdrawal request will be processed.

I submitted all the documents about a week ago, and at this point I don't know what documents they are looking for.

I received a response from the other party within 24 hours, so I would like to wait for that.

Michal , we still need your help.

They haven't contacted me even after 24 hours, and I'm still unable to submit a withdrawal request.

Dear monyfry,

Please rest assured that your case is currently being addressed. I am awaiting additional information from the casino team. I will provide an update as soon as there is any progress.

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.

Dear monyfry,

Despite the delay, the casino team has assured me that your verification process is expected to conclude successfully today. You should receive direct notification via email, and your withdrawal should be processed thereafter. Kindly inform me once you receive the funds.

Dear monyfry,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear monyfry,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru