Winsmania Casino - Player unable to complete KYC validation due to language barrier.

KYC was performed for the withdrawal, though,

While this casino is targeting Japan,

They ask for an English driver's license and proof of address.

Of course, there is no such thing, so KYC is impossible.

Dear andandjonnyx,

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

Please be aware that casinos often require translated documents, and this is not an uncommon practice. If you have been requested to submit an English version of your documents, kindly translate them and furnish them to the casino at your earliest convenience.

Thank you in advance for your understanding and cooperation.

Best regards,

Petronela

Casinos are not require translated documents,

They require a Japanese driver's license or utility bill payment form written in English.

Also, the document is impossible to translate.

This is because the ability to issue documents in English does not exist.

Also, the casino does not state in its terms and conditions that English documentation is required.

The only time a casino may request a translated document is when language is specified in the Terms and Conditions

I'm sure that the casino didn't request an original document in English but its translated version. Have you communicated this option, to provide officially translated documents, to the casino directly?

I am currently unable to contact the casino.

exactly, I replied by email one week ago,

No response.

I contacted the issuer of the document and was told that they do not provide a service to translate and serve the document.

It's not the issuer of the documents who will supply you with a translated copy. I believe the casino instructed you to arrange for the translation of your documents through a professional translator.

The casino does not return replies, so I do not know the intent.

If they do, you will need to pay a higher translation fee to withdraw the $100.

I can't pay that much.

I registered and made a deposit after confirming that the casino did not specify any language for the documents required for KYC.

The casinos that do require translation have a notation such as 'must be in Latin'.

Because some KYC documents are impossible to prepare,

It would be natural to specify in advance what documents are required.

It's important to note that the availability of a Japanese version of the casino website doesn't automatically imply that documents in the Japanese language will be accepted. It is a common practice to request translated versions of personal documents from players who do not have them in Latin script. Given that this issue has arisen more than once for you, I highly recommend having your documents translated and readily available for any other casinos you may encounter in the future.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I am currently unable to contact the casino and do not know what the casino's intentions are.

I have registered with this casino agreeing to the condition that no translation is required.

I need to ask the casino why they added the condition after the fact.

Such problems have never occurred in the past.

In the past, when we have received requests for translated versions, we have discussed the issue with the licensees and others,

In the past, it has been concluded that the request for a translated version must be clearly stated in the Terms of Use, etc. before the request is made.

If the terms of use mention language, the player is responsible for translation, though,

Otherwise, it is common knowledge that the casino is responsible for translating documents in various languages.

I have not been in touch with the casino for a long time now.

This is even if I paid a high cost to translate,

KYC itself cannot be performed.

Get the casino representative here,

Let them explain the situation.

As previously stated, we highly recommend having your documents translated to ensure their usability across various casinos. If the casino's target audience extends beyond Japanese players exclusively, they reserve the right to request translation of documents that are not in Latin.

Ideally, this requirement should be outlined in the casino's terms and conditions. However, all players who possess non-Latin documents should be prepared for the potential need to have them translated upon request.

Could you please advise if you deposited any funds into this casino, or if your winnings were accumulated solely from a free bonus?

Funds are deposited.

I deposit a small amount of money and check if it is possible to withdraw before I start using the casino for real.

I first submitted a withdrawal request and provided KYC documents.

A week later I was told a translation was needed and I pointed out that it was not in the terms and conditions, but no response.

I have not heard from them since then, and it is possible that this casino has already ceased operatio

It doesn't matter if it is ideal or not, it is important that it is in the Terms and Conditions.

In general, The license does not allow requests beyond the terms of use.

If we allow this, it would be possible to request documents that do not exist, as in this case.

That is how strict the Terms of Use are.

https://jp.casino.guru/winsmania-casino-%e3%83%95%e3%82%9a%e3%83%ac%e3%82%a4%e3%83%a4%e3%83%bc%e3%81%ae%e9%80%80%e4%bc%9a%e3%81%af%e5%b8%b8%e3%81%ab%e3%82%ad%e3%83%a3%e3%83%b3%e3%82%bb%e3%83%ab%e3%81%95%e3%82%8c%e3%81%be%e3%81%99%e3%80%82

As other users have claimed, this casino has no functioning support.

Please be aware that even if I concede and provide translated documents, I don't know if we will be able to withdraw our money.

I think we can both concur that the casino did not request documents that do not exist. Could you kindly inform me whether you filled out your casino profile using Latin or Japanese script?

Both.

I can update the information if the casino does not know the language,

but we can't do that either because we can't contact them.

I apologize, but I'm having difficulty comprehending. Was the information in your casino profile entered in Japanese or Latin script? It's important to note that the casino has the authority to request document translations, and if they lack Japanese support to understand your documents, we cannot compel them to accept them as is. My suggestion is to proactively check with the casino to determine whether document translation will be necessary for KYC verification.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

The name is written in English and the address in Japanese.

If the casino is unable to translate, I will make all of my profile in Japanese so that I can compare it with the documents I submitted.

However, since I am currently unable to contact the casino, I am unable to do so.

The Casino cannot compel a translation if it is not explicitly stated in the Terms of Use.

In the meantime, please get the person in charge of the casino here.

Then we will talk.

I apologize, but I've already explained the situation multiple times. The casino is within its rights to ask for translated documents. I highly advise complying with their request, or, for future reference, consider playing only at casinos that explicitly accept your Japanese documents. While I would normally direct you to the Licensing Authority, unfortunately, Costa Rica, which issued the license for this casino, does not offer Complaints Customer Support.

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.