Winstoria Casino - Player is struggling to complete the account verification.

I have made a withdrawal request at the casino and before that I have done KYC verification. The casino now wants to make sure that I have my expired bank card with which I have previously made deposits. I have lost my bank card because I got a new one instead of the expired one. I told them about that matter and they asked to send them an official document showing my full name, the first 6 and last 4 digits of the card, the expiration date, and the date on the document. Well, I went to my online bank and got one document that showed all the other information except my name, including the account number that I have used for deposits. It didn't work for them and they asked me to directly ask the bank for an official document about the card that shows the name in addition to the above information. The bank's employees found only one document from the card, which was from 2018 when the card was opened and it showed all the necessary information, but it was not valid for the casino because the document was too old. There are no other official documents about the ownership of the card. All other KYC verifications can be done without any worries.

Dear Jokezux,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, confirming the bank card is the only obstacle, although I have only used it as a payment method once or twice. Otherwise, I have deposited by bank transfer and I have confirmed it.

Thank you very much, Jokezux, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Jokezux for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winstoria Casino for their help in resolving this complaint. We would like to know how can we help resolve this verification issue.

Thank you!

Dear Jokezux, I was in contact with a casino representative and was shown that you have already been verified and received your winnings. Could you please confirm that you have received the money and you no longer require assistance? Thank you in advance!

Yes, the matter was resolved with the casino

Dear Jokezux,

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,

Peter