Wintopia Casino - Player’s withdrawal has been delayed.

I have a pending withdrawal of 1000 euros. The issue is that they keep requesting verification documents for my deposit cards via email. I have already sent the documents three times, but they keep asking for them. Can I receive my winnings?

Dear Brylliant88,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided all the required documents in the correct format?
• What information specifically does the casino ask for? Is there any particular information you are struggling to submit?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 attach the request that they sent me 3 times and to which I responded with 7/8 emails with the requested documents attached. But I don't get any kind of response every time. In any case, the disputed amount is 850 euros because yesterday due to nervousness I took 150 and re-withdrew 850.

Furthermore, the live chat does not help in any way, they copy and paste the answers from the Terms and Conditions without ever mediating or helping you in any way. I mean I come from dozens of casinos where they check you in an hour, here it's already been 4 days...!

However, on my casino profile it also appears like this.

but above State checks: in progress.

Thanks for your reply.

• Do I understand correctly you sent the documents via email at kyc@wintopia.com? Have you provided photos of both cards, with sensitive information covered?
• Can the necessary information be found on the cards or is some information such as your name missing?

I solved it, I received the money and closed the account, thanks

Dear Brylliant88,

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,

Tomas

Casino.Guru