The player from Italy experienced difficulties withdrawing her balance after submitting the required documents. She was repeatedly asked for a screenshot of a bank card statement but only had a Postepay Evolution statement, which had not been approved. The issue was resolved after the casino reviewed her case and provided her with the necessary steps to complete the verification process. She confirmed that the problem was resolved, and the complaint was marked as 'resolved' by the Complaints Team.
Winsane Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €100
Winsane Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 hours ago
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1 month ago
Translation
Hello,
I'm reaching out regarding an issue that has been ongoing for a week now.
I’m unable to withdraw my balance.
After submitting all the requested documents, I keep being asked to send a screenshot of the bank card statement.
Since I don't have a current account, I sent the Postepay Evolution statement, but it hasn't been approved.
Given that I am not responsible for paying the bills, and besides the Postepay, I don't have other accounts, what can I do?
If I open a bank account now, will that resolve the issue? Or is there another way to handle this? Thank you.
Automatic translation:
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1 month ago
Hello ariannamastromarino,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winsane Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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4 weeks ago
Translation
The identity card, health card and Postepay Evolution have been approved.
The Postepay Evoltion statement was not approved because for them it is not a bank account.
The last time I was in contact with a Casino operator was today but other than telling me that the statement is invalid I receive no other response.
I am connected to other online casinos and I have never had this kind of problem.
Edited
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3 weeks ago
Thank you ariannamastromarino for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 weeks ago
Dear ariannamastromarino,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Winsane Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Winsane Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and withdrawal?
Thank you in advance for your response!
Best Regards,
Kubo
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2 weeks ago
Hello Arianna,
Thank you for your feedback and we wanted to let you know that we successfully reviewed your case in order to make this process smoother for you.
We understand that this process can be complex, however, only a small step is required in order for the verification process of your account to be completed for the time being and an e-mail detailing the next steps should be already in your inbox.
Additionally, we are more than happy to assist you with this or any other processes via chat or email. Should you have any further questions, please do not hesitate to contact us.
Have a lovely day! 🙂
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1 week ago
Hello Everyone,
Are there any updates on this case?
Dear Arianna,
Could you please confirm if you’ve completed the steps outlined by the casino?
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1 week ago
Hello Arianna,
We’ve sent you an email, please check it and contact us via Live Chat—our support team is here to help with the withdrawal processing.
Best regards,
Winsane Support Team
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5 days ago
Dear ariannamastromarino,
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.
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5 days ago
Translation
Yes I solved it, thank you very much and have a nice day
Automatic translation:
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6 hours ago
Dear ariannamastromarino,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
