Winsane Casino - Player's account verification is repeatedly delayed.

Verifying my account has been extremely difficult. I understand that it's for security reasons, but my situation has been very frustrating. I have submitted all documents the casino states is an approved document for verifying my identity and address. Within a week I have submitted multiple documents, my account would be verified and then I find out that they rescinded their verification back to pending. I had reached out to live chat about this concern and I had received rude service. I am a very patient person and almost rarely go as far as to make a public complaint. Through out this whole process I have had my account verified almost a handful of times and then it be reverted back to pending. I have sent an email that the website has provided for complaints. I had received an automatic response that in order to ensure that the complaint process is secured, I need to verify my account.

I would absolutely love to verify my account. I'm unsure what other documents I should provide at this point. The documents I've provided have been accepted by numerous other casino sites.

I would safely caution anyone who is considering trying out this casino.

Dear georgenol,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• 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?
• Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Dear georgenol,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.