Winsmania Casino - Player is stuck in the verification process.

They've stopped responding in the live chat, at first they wrote that the verification takes 72 hours. After 72 hours, they wrote that there was a delay due to a queue, the verification continued for up to 5 days. On the 5th day, they stopped answering in the online support after you write your username to them. I've noticed that they purchase positive reviews on TrustPilot. Their rating is no more than 1, it's a total scam.

Dear GODENKOR,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsmania Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you have already provided and when exactly did you send the last one?
• 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,

Tomas

I provided them with a personal document (passport) and a selfie with the passport. sent them on 01/30/2024. they wrote that they accepted my documents and it would take 72 hours to review, but more than 5 days have already passed

Could you please send me the correspondence with the casino to my email at tomas@casino.guru?

Is your casino account currently accessible to you?

Yes, I can log into my account, but after you name your username, they stop responding to online support.

Thank you very much, GODENKOR, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello GODENKOR,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Winsmania Casino to join the conversation.

Dear Winsmania Casino,

Could you please furnish us with the reasons for the delay in the player's verification process?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GODENKOR,

Despite not receiving any updates from the casino team about your issue, I'm still interested to know if they have effectively addressed and resolved the matter with you.

Is the situation now resolved, or are you still facing challenges with the verification process?

no answers from the casino, online support is also ignored

Thank you for the update, GODENKOR.

I will extend the timer by 7 additional days and will continue my efforts in reaching out to the Winsmania team in the hope of clarifying the situation. If the casino fails to respond within the set time frame, I will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

User needs to provide with an English language KYC documents.

Regards,

Winsmania team

how can I provide my passport in English? I gave you an extract in English, I cannot provide you with a passport in English

If you accept players from Russia, this is your problem, definitely not mine.

Hello,

You can also provide ID card in English or Driving License in English. We do not accept Russian language documents.

Your chat to our customer support is translated automatically and can have some inaccuracy.

Regards,

Winsmania team

I can send my foreign passport. where can I send you a photo of my passport?

I sent you a foreign passport, it has my name in English. I believe that if you accept Russians, you should not care that my document is in my native language.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GODENKOR,

Just a brief inquiry: Has the casino team made any advancements since you submitted your additional passport?

no, they also ignore questions in online support after clarifying the username. I wrote that they are a scam.

Hello,

You are required to provide proof of address in English language. Your proof of identity and client selfie are verified.

Regards,

Winsmania team

hi, I sent you proof of address there! look okay, I sent you a photographed piece of bank statement! I can duplicate it here!

I don’t understand why they are stalling, I sent them all the documents. I can post them here, for some reason they are not loading here!

Dear GODENKOR,

If you have sent the proof of address in the English language to support@winsmania.com, it should be OK, as it is important that the casino team receive it in the first place.

You can send it to me at michal.k@casino.guru if you wish, and I will, if needed, forward it to the casino team.

I sent you Michal a photo of the bank statement! and duplicated the casino. You just don’t understand, I sent them this photo along with a photo of my foreign passport and they didn’t check it!

Dear GODENKOR,

Thank you for your email. I have received your bank statement successfully. After reviewing it, I've noticed the last transaction on the statement was from 2021. Do you have any other up-to-date statements or some other recent (no older than 3 months) document to prove your address?

this is not a transaction but the opening of a bank card, 2016 is the year of opening a bank account!

2021 is the year of opening a bank card!

OK, GODENKOR, but do you have any other up-to-date statements or some other recent (no older than 3 months) document to prove your address?

I sent you a "fresh" document!

I have received your "new" bank statement successfully. Thank you, GODENKOR. I guess you did it already, but to check, you have sent this "new" bank statement to the casino team as well, right?

right! but you duplicate it!

Dear Winsmania Casino,

The player provided the proof of address to you at support@winsmania.com as well as to me at my email. I hope this was the last obstacle, and once this document is approved by you, the player's withdrawal will be promptly processed. Please let us know once the withdrawal is processed.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

How long will it take to wait for a response from the scam project?

Dear GODENKOR,

I empathize with your frustration regarding the wait. I'm currently liaising with the Winsmania representative. I've sent them your Tinkoff bank statement and am awaiting their response. Unfortunately, their response rate has decreased due to their heavy workload. While I understand this is not ideal, I must ask for your patience for a successful resolution of your complaint. Rest assured, we are actively working on your case.

Forward your reply to Vinsamania

Hello,

The provided document was rejected. User can contact us via support mail to get detailed explanation.

Regards,

Winsmania team,

Don’t you think that the casino is delaying verification? all data has been provided. they were even given a foreign passport! they're just kidding

Dear Winsmania Casino,

Could you kindly offer further clarification regarding the rejection of the player's document?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GODENKOR,

Has the casino team approved your documents? Sadly, I have not heard back from the casino representative on the status of your verification, and it looks like the casino team has stopped responding completely to me.

I wrote to them by mail about the problem, they did not answer me, and are unlikely to answer. This is a scam casino where even the deposit cannot be withdrawn.

You need to create a section for scammer casinos and place them there, if this is not the case then let the casino administrations solve these problems, I think this is fair

Dear GODENKOR,

I understand your point, and I can agree with you that this situation has been dragging on for too long. I was previously in touch with the casino representative, and at one point it looked like we might resolve your issue, but as I have not heard back from them for more than 14 days and there has been no development, I have to close this complaint as unresolved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Although Winsmania Casino is licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru