The player from Portugal faced repeated rejection of withdrawal requests despite having completed the verification process and provided proof of IBAN. The casino insisted on documentation that included both their name and IBAN, even though the current proof contained necessary details such as account number, amount, date/time, and transaction number. Ultimately, the player spent their winnings of €400 and decided they no longer required assistance. The complaint was closed by the Complaints Team due to the player's loss of funds.
Winsane Casino - Player's withdrawal requests are being rejected.
Amount: €250
Winsane Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Winsane Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
My withdrawal is always rejected, even though I am verified and have already sent proof of my IBAN and the most recent deposit payment. However, the casino demands that the proof includes both my name and IBAN. The payment does include the necessary details like account number, amount, date/time, and transaction number.
Automatic translation:
Public
Public
2 months ago
Dear RuiS,
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.
- Do I understand correctly that you are trying to verify your bank statement or deposit receipt?
- How many deposits did you make from this specific bank account and when did you make the last one?
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
Public
Public
2 months ago
Translation
Thank you for your reply.
I have already made several deposits with the same account and the method used was MBWAY, which is impossible to send proof that contains the required data, I can only send the proof that they send, via email, so I deposited using the ATM and sent the data again that customer support said was not enough, however, there is all the necessary information to verify the payment and know that it is more than legitimate and they only require proof of the last deposit. My bank doesn't have any other options for sending proof than the most recent one I sent, I've never had this problem with any other casino. I've also sent proof of the IBAN and it was accepted, only the deposit (exactly the same account as the IBAN) they say they won't accept, I don't understand why since all the information is there that the account is legitimate. This last deposit was made yesterday.
Automatic translation:
Public
Public
1 month ago
Translation
Good afternoon,
In the meantime, the transaction has been rejected again and I've decided to play along, and I now have an amount of €400 to withdraw (I don't know if they want to change the title). I've already sent another receipt containing my name, transaction and account number, only the IBAN doesn't appear. I think I can only send this information on a bank statement, but obviously it's a private document and shouldn't be shared in this situation. I'll wait and see what they tell me.
Thank you,
Rui
Automatic translation:
Public
Public
1 month ago
Translation
In the end, I spent it all!
I don't think I need any more help.
Thanks all the same!
Automatic translation:
Public
Public
1 month ago
Thank you for your reply, RuiS. I am sorry to hear that. Since you've lost your winnings, I am forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
