The player from Germany had €2130 in his Winscore account and had been trying to verify his account for two weeks without success. He was repeatedly asked to upload his ID document, which was never processed, despite uploading it five times. Other documents for address and payment verification remained unprocessed as well, leading him to believe the casino was intentionally delaying the verification. The issue was resolved after the player contacted a different email address and his documents were processed manually. The player confirmed the payment was made, and the complaint was marked as resolved.
Winscore Casino - Player’s withdrawal is delayed due to ongoing verification issues.
Amount: €2,130
Winscore Casino
Safety Index:Below averageSafety Index
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5.7
Winscore Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello, I made a deposit on Winscore and finally managed to successfully claim a bonus.
Now I’ve had €2130 in my account for exactly 2 weeks.
However, I’ve been trying to verify my account for 14 days without any success.
In the live chat, I’m just told to wait and that it will be verified as soon as possible.
Emails have only been responded to once in two weeks, asking me to upload my ID document again.
I have uploaded it 5 times now, and it always shows up shortly later with a request to upload my ID again.
I have documented this issue with screenshots.
There is absolutely no communication. I’ve never encountered anything like this before.
The other documents I uploaded for address verification and payment verification haven’t been processed either.
At least they remain saved and aren’t constantly deleted like the ID document.
I think this casino is intentionally taking its time. It’s absolutely untrustworthy, and it’s outrageous that I’ve had to wait over 2 weeks for my verification.
Automatic translation:
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4 months ago
Dear iak00,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please specify if your ID gets rejected by the KYC department of the casino, or are you unable to successfully upload it to the casino profile? Have you made sure that the photo of your ID meets all the necessary requirements? The photo should be clear and of high quality, and the document's information as well as the four corners of the document should be clearly visible.
If you are sure your ID meets all of these requirements, kindly forward me the rejected document along with all the other evidence that could be relevant to our investigation. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Hi, thanks for the fast reply.
My documents definitely comply with all guidelines and have also been accepted on all other platforms.
They are not rejected directly. They are simply automatically removed from the system after uploading.
I am happy to send you all the chat conversations. I also have screenshots of my document problem.
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4 months ago
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Hello, I recently received an email asking me to contact a different email address. I did this straight away and sent my ID document there with the request to process it manually.
In fact, about an hour ago I received an email saying that the problem has now been solved.
I went straight to my account and tried to make a withdrawal.
And suddenly I came to the withdrawal page.
Looks like they actually edited my documents.
Now I'm curious whether the payment I requested will actually be processed promptly or whether I'll have to wait weeks again.
I'll keep you updated...
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4 months ago
Could you please explain in more detail how your documents were edited?
Has your account been successfully verified?
Could you kindly specify what the current status of your withdrawal request is?
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4 months ago
Translation
Hello,
Well, until recently I couldn't get to the payout page. I was able to access it now.
I don't know whether my account has been officially verified.
I didn't receive a confirmation.
The payment is still pending and nothing has happened yet.
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4 months ago
Thank you for your response. Have you received your winnings yet by any chance? What is the current status of your withdrawal request?
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4 months ago
Translation
The payment has been made. The complaint can be closed.
Thanks for your time.
Automatic translation:
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4 months ago
Dear iak00,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
