Winsmania Casino - Player faces multiple issues trying to withdraw winnings.

I have had multiple withdrawals rejected over the past week initially was a 250 which I had won from a sports bet and then that got rejected so I played on with money got upto 1400 which tried withdrawal got rejected different reason each time first was I wasn’t verified which I got email off company 23rd December to say I was which they said was misunderstanding withdrawal are okay tried again rejected, so I played on roulette again got upto 2200, decided to play live roulette lightning and got upto 7872 which I put 872 on L pool win, my account balance currently stands at 8132 and can not to do a thing with have screenshots to corroborate my story just want resolution as I have played fair and these are not willing to take legal action

Dear Lharding24,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please forward the confirmation about successful verification to petronela.k@casino.guru?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello,

This user has lost his total balance, before his account got verified. We think case must be closed as rejected.

Regards,

Dear Lharding24,

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.

Thank you, Winsmania Casino Team, for the update.

Dear Lharding24,

I'm afraid, that if you played down your winnings before account verification could be completed, there's not much we can do for you. Please let me know if there's anything else we could try to help you with.

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.