Winbay Casino - La cuenta del jugador es inaccesible debido a retrasos en la verificación.

I registered with the casino, deposited €50, won €1,500, and booked a withdrawal...the following business day, I was no longer able to access my account due to verification.

I was not contacted by email, so I contacted the live chat...they said to be patient, I would be contacted...when I didn't receive an email, I used the live chat again...they told me to be patient and wait for instructions to upload...and this has been going on for about 2 weeks now...registration doesn't work...I haven't been paid out and no emails are being answered...I have now sent all the documents required for verification via email...according to the live chat...if anyone helps...most of the time they just ask for patience

Ich habe mich bei dem Casino angemeldet,50€ eingezahlt..1500€ gewonnen und zur Abhebung gebucht...am folgenden Werktag war kein Zugriff auf mein Konto mehr möglich aufgrund einer Verifizierung.

Ich wurde nicht per Email kontaktiert..daher habe ich mich an den live Chat Gewand...dort hieß es Geduld ich würde kontaktiert werden...als ich keine Email erhalten habe, habe ich wieder den live Chat besucht..da hieß es ich solle mich gedulden und auf Anweisung zum hochladen warten...und dies läuft jetzt seit ca 2 Wochen so... anmelden funktioniert nicht... ausgezahlt wird auch nicht und Email wird keine beantwortet... mittlerweile habe ich alle Dokumente via Email gesendet die für die Verifizierung nötig sind...laut live Chat... wenn dann Mal einer hilft... die meiste Zeit wird nur um Geduld gebeten

Dear storemail1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winbay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at this casino?
• Do I understand correctly that the reason given to you as to why your account is blocked is due to verification?
• Which documents were you asked to provide, and which documents did you provide?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day and thank you for your help,

I registered with the casino on March 7, 2025, and that same evening I deposited €50 via Visa.

With these 50€ I made my winnings on the slot Book of Ra

I then requested a withdrawal of €500 via Visa three days in a row

The following Monday, I wanted to log in to check the status of the request. It says "Your account is currently being reviewed."

I then used the live chat...was asked for patience...I would receive an email requesting documents for verification. I never received this email, and no other emails were answered. In a chat, for which I unfortunately have no transcript, in which I received some help for the first time, I was told to send my ID card, the same with a selfie, an invoice with my address, and my visa on both sides to the support email. I did this, but even a week later, no reply, no reaction...The live chat only tells me to upload the required documents in the customer area under verification...but I can't get there...I sent the chat transcripts by email...

Guten Tag und Danke für ihre Hilfe,

Ich habe mich am 07.03.2025 bei dem Casino registriert,am gleichen Abend habe ich 50€ eingezahlt via Visa.

Mit diesen 50€ habe ich meinen Gewinn erzielt.auf dem Slot book of Ra

Ich habe dann drei Tage hintereinander 500€ zur Abhebung via Visa beantragt

Am darauf folgenden Montag wollte ich mich anmelden um den Stand der Bearbeitung zu kontrollieren.dort steht dann dein Konto wird gerade geprüft..

Daraufhin habe ich den live Chat in Anspruch genommen...wurde um Geduld gebeten..ich würde eine Email erhalten in der Dokumente zur Verifizierung angefordert werden.diese Email habe ich nie bekommen, auch sonst wurden keine E-Mails beantwortet.in einem Chat für den ich leider kein Protokoll habe,in dem mir das erste Mal ansatzweise geholfen wurde.hat man mir gesagt dass ich.personalausweis,gleiches mit Selfie, eine Rechnung mit meiner Adresse, Visa vor und Rückseite an die Support Email schicken soll..dies habe ich gemacht.. doch auch eine Woche später keine Antwort, keine Reaktion...im Live Chat wird nur noch gesagt ich soll erforderliche Dokumente im Kundenbereich unter Verifizierung hochladen...dahin komme ich aber nicht...Chat Protokolle habe ich per Email geschickt...

Today I learned in the live chat that my ID card was verified... I have to upload all other documents again... why couldn't I be told

Heute habe ich im live Chat erfahren das mein Personalausweis verifiziert wurde...alle anderen Dokumente muss ich erneut hochladen... warum konnte mir nicht gesagt werden

Thanks for the updates, emails and the provided explanation of the situation.

• Have you regained access to your casino account?
• Were you able to verify all your documents since your last post?
• Were you able to request a withdrawal and receive your winnings?

Dear storemail1985,

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.

Hello, about a week ago I was able to log in again, and the payout status was unchanged. I lost all my winnings and simply wrote off the €50 as play money... today, a week later, I received an email notification that the verification was complete... My account will now be deleted.

Guten Tag, vor ungefähr einer Woche konnte ich mich wieder einloggen,,stand der Auszahlung unverändert.habe den Gewinn komplett verspielt und die 50€ einfach als Spielgeld abgeschrieben... heute eine Woche später bin ich per Email benachrichtigt worden das die Verifizierung abgeschlossen ist... Konto wird von meiner Seite nun gelöscht..

Thank you very much, storemail1985, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear storemail1985,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Winbay Casino representative to join this conversation.

Dear Winbay Casino, could you please provide more information about this case?

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear storemail1985,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update at the earliest as possible. 

Thank you for being so patient with us! We really appreciate it.

Best regards, 

WinBay team.

Dear Winbay Casino, 

do you have any updates regarding this case, please?

Dear storemail1985,

As we checked your account we can see that your account is open and it is verified. However, we see there is no pending withdrawal request and there is no balance as well.

Our team wishes you all the best for your future activities!

Best regards,

WinBay team.

Dear Winbay Casino,

thank you for your reply.

Dear storemail1985,

Could you please provide an update on the status of your account? Specifically, I would like to confirm whether it is fully verified and if there is a remaining balance available for withdrawal.

Good day,

There is no remaining balance. As I wrote before, I gambled away the balance to 0 euros and have not visited the casino since.

This complaint can be closed, but my conclusion is that I will definitely not return to this casino.

Live chat offers no help

No response to email to support...

Therefore, it is better to go to a trustworthy casino.

Greetings Sebastian Spengler

Guten Tag,

Ein Restguthaben gibt es nicht, wie vorher geschrieben habe ich das Guthaben auf 0euro verspielt und seither das Casino auch nicht mehr besucht.

Diese Beschwerde kann gerne geschlossen werden.mein Fazit ist aber definitiv nicht wieder in diesem Casino.

Live Chat bietet keine Hilfe

Auf Email an den Support keine Reaktion...

Von daher lieber in ein vertrauenswürdiges Casino gehen.

Grüße Sebastian Spengler

In the customer area it says verification is not necessary...

Im Kundenbereich steht, Verifizierung nicht notwendig...

Dear storemail1985,

sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Please do not hesitate to contact us if you ever encounter any difficulties with online casinos. We are here to help.

All the best,

Katarina