HomeComplaintsWinstoria Casino - Player’s struggling to complete account verification.

Winstoria Casino - Player’s struggling to complete account verification.

Amount: €7,461

Winstoria Casino
Safety Index:High
Submitted: 02 Nov 2022 | Case closed : 06 Nov 2022
Case closed Our verdict

Other

REJECTED

Case summary

2 years ago

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.

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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.

Automatic translation:
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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

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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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2 years ago
Translation

Please close the case.

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2 years ago

We’ve closed this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. 

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