The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. We’ve closed this complaint as per the player’s explicit request.
Winstoria Casino - Player’s struggling to complete account verification.
Amount: €7,461
Winstoria Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Payouts are always declined for ridiculous reasons. Because the IBAN was entered with spaces. In addition, impossible things were asked for verification. In addition, you have to convert the deposit amount (WITHOUT BONUS) 40 times.
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Public
Public
2 years ago
Dear katholnigsandra,
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.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
Public
Public
2 years ago
Translation
Hello Petronela,
I have yesterday on 01.11. payment made in the morning. So 400 € because more is not possible per day. If I hadn't accidentally checked today and asked in the chat, I wouldn't have known anything about it.
I understand about the process. But why do you HAVE to take a selfie with your passport and the casino website in the background? What if you don't own a PC?
I have a feeling this is being done to delay payouts.
You don't get any information by mail about rejections ect.
Best regards
sandra
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