The player from Germany faced an impossible verification process at the casino, with unnecessary and overly specific document requests and no response for 5 days after uploading each document. This made verification unattainable. The player reported that their mobile phone bill was rejected despite being listed as an acceptable document, and after completing ID verification, their status was reset, forcing them to start over. The player had already played their winnings. We were unable to assist further as the winnings had been played, and the player was reminded to contact us promptly in future cases.
Winsane Casino - Player’s verification is being delayed.
Amount: €1,000
Winsane Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
The verification process at this casino is made virtually impossible. You submit all the required documents, yet they ask for unnecessary and overly specific documents, making verification unattainable. After uploading each document, you wait 5 days without any response. This is absolutely untrustworthy. I essentially donated my balance to them.
Automatic translation:
Public
Public
4 months ago
Dear Delta90,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
- How much is your active balance now?
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
Public
Public
4 months ago
Translation
a. the problem is that they want an impossible verification and to date they have not accepted any of the submitted documents. On their website it says to send your mobile phone bill or something similar for address verification. I did that, but it was not accepted, "now other documents are needed EXCEPT the mobile phone bill". So I sent others, no reaction. Then I did the verification with my ID card, everything went through positively, then, after the mobile phone bill was rejected, everything was set back to non-verified and I had to do EVERYTHING again. Pure harassment and time-wasting.
b. The payment was made more than a week ago
c. I don't have any active credit because I gave it to them. I just want to point out what a SCAM this is and I want to warn others.
Automatic translation:
Public
Public
3 months ago
Hi Delta90,
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
