The player from Russia had had issues with withdrawals despite having passed verification. The casino support team had claimed the verification process was incomplete but had not provided further details. After the player had contacted support again, they were told to retry the withdrawal, which was successful. The player had confirmed that there were no more restrictions and the funds had reached their account.
Winz.io Casino - Player's withdrawals rejected due to incomplete verification.
Amount: $246
Winz.io Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
I have passed verification, the conclusions are rejected. The support says that the verification has not been completed yet. The duration of the check is unknown, no other information is given.
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10 months ago
Dear mih0,
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 list 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?
- When have you passed the verification for the first time to your knowledge, and when was additional verification requested?
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
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10 months ago
Yesterday I contacted support again, I was told to try to make a withdrawal again. The withdrawal was successful. They also said that there are no restrictions, I can continue to use it. A week has passed since the documents were sent.
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10 months ago
Has the money reached your bank account / e-wallet? May we consider the issue resolved?
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10 months ago
Dear mih0,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
