The player from Italy faced issues with withdrawals being re-credited to her account while being asked to verify documents again, despite having completed the verification process previously. She stated she had not used bonuses or free spins. The issue was resolved after she successfully submitted the required selfie for verification, leading to the approval of her documents. The Complaints Team marked the complaint as 'resolved' following her confirmation of the resolution.
Winsane Casino - Player's withdrawal is delayed due to repeated verification requests.
Amount: €500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 days ago
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3 weeks ago
Translation
I am unable to complete the withdrawal because it keeps getting re-credited to my account, and I am being asked to verify various documents even though I have already verified everything. I have not played with bonuses or free spins.
Automatic translation:
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2 weeks ago
Dear Ciaia,
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?
Could you kindly specify which of your documents have already been approved in the verification process?
Have you provided all the required documents as soon as possible and in the correct format?
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,
Veronika
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2 weeks ago
Translation
They already asked for a photo of my ID card and the two cards I use to deposit or withdraw money and they accepted it. Now they asked me for a selfie where you can see my elbow holding my ID card.
Automatic translation:
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2 weeks ago
Thank you for the information.
Could you please confirm whether you have already submitted the required selfie to the casino? Additionally, have you been asked to provide any further documents for verification? It would be helpful to know if there are any outstanding requests from the casino’s side that may be causing delays.
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1 week ago
Dear Ciaia,
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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4 days ago
Dear Ciaia,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
