WinWin Casino - Player's withdrawal is delayed by verification requests.

Hi Casino Guru Team,

You gave the rating to this winwin casino "above average" however they deserve the below average rating. They are completely scammers. I made a deposit of 9000 Rs. and due to there additional deposit offer I got bonus money on deposit with a condition to wager. I completed all wagering and the amount also moved from bonus balance to main balance. At the time of withdrawal of 18109 they rejected my withdrawal saying that verification is needed so I email them verification documents whatever they asked but now they keep asking the documents instead of one time. If I send them one document they ask for other and it's looks like complete scam. They recently ask me the aadhar id download from government website. I did that and now they are denying that this is not the original copy. Before at the time of registration I ask their customer support if any verification is required however they denied that time but now keep asking for documents at the time of withdrawal is just looks scam. Please investigate this and help me to get my hard earned money.

Winwin account id - 844543487

Regards

Manish

Dear manishsb, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino?

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, 

Veronika

Hi Veronika,

Thank you so much for your fast reply. I totally understand that KYC is very important part for every casino however even after sending the right document they just denying that it's not original. I plays on lots of casinos everyday but this type of verification problem first' time I am facing.

First they ask full photo of my aadhar card both front and back, also they asked for election id card. I sent them all. Now, they said that they need the original copy of e-aadhar download from government website. I downloaded the e-aadhar but it was password protected so I just removed that password and sent file to them in pdf format because they ask in pdf format. But they rejected saying that this is not the original copy. Now I am keep mailing them but they are not responding and when I go to live chat support they simply say that security team will reply.

Hi Veronika,

One more news, now the security department said that I can withdraw my funds but they haven't give confirmation that my account is verified or not. I tried to withdraw 17805 but the status is not updated since 30 hours. It's always shows in pending if not processed or on processing state however status is blank there. And the intresting part is that customer support live chat is saying that your withdrawal is checking by security department and there is no confirmation to release it. And when I email to security department they said that please confirm customer support about this issue. Now it's just stuck in between. They also tried to put blame on one another. I just want my withdrawal, this is the worst casino I ever saw in last 5 years. Please help to get the money also please suggest how can I email to their licence curacao gaming.

Regards

Manish

Could you please forward me the documents you sent to the casino for verification at veronika.l@casino.guru? Are you still unable to see if your account is successfully verified?

Also, please send me the screenshot of your transaction history showing your withdrawals.

You can reach out to the licensing authority at https://verification.curacao-egaming.com/validateview.aspx?domain=winwin.bet. Scroll down to the Complaints section where you will find the option to file a complaint with CEG. However, once you have done so, please inform me, and we will close this complaint as we are unable to interfere with the licensing authority's investigation.

Dear manishsb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Veronika,

They have given my withdrawal now so you can close this case however as per my experience this is not the safe casino for players so I will never going to deposit here again and also recommend people not to play on this unsafe casino because they can anytime hold your money if you win.

Regards

Manish

Dear manishsb,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru