Winhero Casino - La verificación de la cuenta del jugador se ha retrasado.

I did the automatic verification, the 3 dots turned green and then it gave a verification error, they told me they would do the manual verification and 7 days passed and they asked me for more documents, another 7 days have passed and my account still has not been verified, I want to withdraw my money

Hello leandrog532,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winhero Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, friend, I sent it on the 19th, 7 days later they asked me for more documents, such as birth certificate, photo holding paper with a number and I sent it, at no time was approval said, only this request for more documents 7 days after the first ones sent and after these other documents sent I have been waiting for another 8 days and my withdrawal has not been released! I talk to them every day and all I hear is patience, patience.... Patience, right?

Olá, amigo, enviei dia 19, com 7 dias depois me solicitam mais documentos, como certidão de nascimento, foto segurando papel com um número e eu enviei, em momento algum foi dito aprovação, somente essa solicitação de mais documentos 7 dias depois dos primeiros enviados e depois desses outros documentos enviados estou a mais 8 dias esperando e não foi liberado meu saque! Eu falo com eles todos os dias e a única coisa que ouço é paciência, paciência.... Haja paciência né

they're asking for documents every 7 to 8 days, they can ask for them all at once, they ask for them from time to time and I find that absurdly terrible!

estão solicitando documentos de 7 a 8 dias, podendo pedir de uma só vez eles pedem de tempos em tempos e coisas que acho absurdamente terriveis!

Hello leandrog532,

I understand that it may be frustrating that the casino keep asking for new documents but it is quite standard procedure.

Can you please advise if you did forward them the requested video?

Additionally, keep in mind that verification process may take up to 14 days in case when all the documents are correct.

Looking forward to hearing from you.

Regards,

Nick

yes, I sent the video as requested correctly, the problem is time, it's been 18 days!

sim, enviei o video conforme solicitado corretamente, o problema é o tempo, já se passaram 18 dias!

Thank you leandrog532 for all the information provided so far. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick for your help, today they paid my winnings, but it took 21 long days for the documents to be approved and the withdrawal took about 3 days, that's not good! thank you very much, you can close this complaint!

Obrigado Nick pela ajuda, hoje pagaram meus ganhos, mais foram 21 longos dias para aprovação dos documentos e saque uns 3 dias, isso não é bom! mais muito obrigado, pode encerrar essa reclamação!

Thank you, leandrog532, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

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.

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, 

Romi

Casino.Guru