Wins88 Casino - Player’s struggling to complete account verification.

I have 810 euro in wins88

My ID and POA were veified no issue.

Then a random addiional verifictaion poppe dup for cyrpto pay? There is no explaianation form the casino of what they need. I did deposit with my Bluewallet (BTC crypto). I have uploaded proof of the deposit from my wallet, but it seems to either not be looked at or be rejected?

I have messaged the caisno via email and their online email portal but no oen gets back to me?

Not sure what the issue is or what they need for crypto verifcation?

Dear davowillo,

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.

Do I understand correctly that verifying your deposit seems to be the only issue standing between you and successful verification? Could you please advise when exactly you provided this document?

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,

Kristina

I provided the screenshots from my account and verification page.

It doesnt detail what they need as you can see. I have emailed three times now for clarification and there is no response and their chat does not work?

I have personally sent in screenshots from my blue wallet (crypto wallet I have) showing the money being deposited and the transaction ID etc on the blockchain.

The issue is it is not clear what the casino is requesting here and they have zero customer support.

So im at a loss as to what I do

Thank you very much, davowillo, 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 davowillo,

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 matter.

We would like to invite Wins88 Casino to join the conversation.

Dear Wins88 Casino,

Can you please provide more information regarding the player's verification issues?

Dear davowillo,

I have contacted live chat and was basically told you should contact them, I know you wrote you have tried that couple of times, but I was able to get in touch with them almost instantly, so please give it another shot as they can discuss/sort out your complaint only with you...

Yes this is resolved.

Casino has been really helpful when I managed to get through to someone.

thanks

Dear davowillo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

I would like to thank both parties for their cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru