Winnita Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Good morning,

I am asking for your help with a problem with Winnita regarding a withdrawal of €2,000.08, currently blocked due to an identity verification procedure that has been ongoing since August 12, 2026.

I want to clarify from the outset that I have never refused to undergo KYC verification. On the contrary, I have cooperated with Winnita by repeatedly providing all the requested documentation.

During the process, I was asked for several documents, including photographs of the card used for deposits, bank documents, a driver's license, and several selfies with the card. I provided them, following the instructions provided by customer support.

At some point Winnita officially notified me via email that my account verification had been successfully completed.

Despite this, the verification process was subsequently reopened and my withdrawal remained suspended. I was then asked for documents and photographs again.

I continued to cooperate, and support also informed me that the verification would take about two business days. This timeframe was subsequently exceeded, and a support representative confirmed in writing that the deadline had passed and that they would send a reminder to the relevant department.

Over the past few days, the problem has been focused on my driver's license and the selfie I took while holding my license.

I made numerous attempts with clear photos, with the face fully visible and the entire document framed. The selfies were repeatedly rejected, and the initial reason given was the alleged insufficient quality/readability of the photos.

However, Winnita later informed me that a driver's license would not be an acceptable document and that I would have to use an identity card or passport.

This is the main point of my complaint: the instructions on the Winnita verification page explicitly list a driver's license as an accepted alternative to a passport.

I took a screenshot of the Winnita page where the following documents are clearly indicated as usable:

– identity card;

– passport;

– driving license.

Furthermore, Winnita support had previously confirmed to me that I could use my driving licence.

I therefore find myself in the paradoxical situation in which the verification department seems to reject a document that the instructions published by Winnita itself and its assistance have indicated to me as valid.

I've already filed a formal complaint directly with Winnita, but so far I haven't received a concrete resolution. I continue to receive verification requests or generic instructions, while my withdrawal remains suspended.

I reiterate that I am willing to cooperate with a reasonable KYC procedure. What I dispute is the fact that:

– the verification had already been declared successfully completed;

– it was later reopened;

– I provided the requested documentation again;

– the deadlines indicated by Winnita have been exceeded;

– I received conflicting information about the validity of my driving licence;

– my withdrawal of €2,000.08 still hasn't been processed.

I therefore request Casino Guru's intervention so that Winnita can finally provide a clear and definitive explanation of the missing requirements, complete the verification without further contradictory requests, and proceed with processing my withdrawal.

I can provide all the documentation necessary to demonstrate the above: confirmation email of the initial verification completed, subsequent requests for documents, conversations with support, communications regarding verification times, balance/withdrawal screen, and screenshots of the Winnita page that specifically lists the driver's license among the accepted documents.

Thanks for your assistance.

Buongiorno,

chiedo il vostro aiuto per un problema con Winnita relativo a un prelievo di 2.000,08 €, attualmente bloccato a causa di una procedura di verifica dell’identità che si protrae dal 12 agosto 2026.

Desidero precisare fin dall’inizio che non mi sono mai rifiutato di effettuare la verifica KYC. Al contrario, ho collaborato con Winnita fornendo ripetutamente tutta la documentazione richiesta.

Nel corso della procedura mi sono stati richiesti diversi documenti, tra cui fotografie della carta utilizzata per i depositi, documentazione bancaria, patente di guida e diversi selfie con il documento. Ho fornito quanto richiesto seguendo le indicazioni ricevute dall’assistenza.

A un certo punto Winnita mi ha comunicato ufficialmente tramite e-mail che la verifica del mio account era stata completata con successo.

Nonostante ciò, successivamente la verifica è stata riaperta e il mio prelievo è rimasto sospeso. Mi sono quindi stati richiesti nuovamente documenti e fotografie.

Ho continuato a collaborare e l’assistenza mi ha anche comunicato che la verifica avrebbe richiesto circa due giorni lavorativi. Tale tempistica è stata successivamente superata e un operatore dell’assistenza mi ha confermato per iscritto che i termini previsti erano scaduti e che avrebbe inoltrato un sollecito al reparto competente.

Negli ultimi giorni il problema si è concentrato sulla mia patente di guida e sul selfie effettuato tenendo la patente in mano.

Ho effettuato numerosi tentativi con fotografie nitide, con il volto completamente visibile e il documento interamente inquadrato. I selfie sono stati ripetutamente rifiutati e inizialmente mi è stato indicato come motivo la presunta insufficiente qualità/leggibilità delle fotografie.

Successivamente, però, Winnita mi ha comunicato che la patente di guida non sarebbe un documento accettabile e che dovrei utilizzare una carta d’identità o un passaporto.

Questo è il punto principale del mio reclamo: le stesse istruzioni presenti nella pagina di verifica di Winnita indicano espressamente la patente di guida tra i documenti accettati in alternativa al passaporto.

Ho effettuato uno screenshot della pagina di Winnita in cui vengono indicati chiaramente come documenti utilizzabili:

– carta d’identità;

– passaporto;

– patente di guida.

Inoltre, anche l’assistenza di Winnita mi aveva precedentemente confermato che avrei potuto utilizzare la patente.

Mi trovo quindi nella situazione paradossale in cui il reparto verifica sembra rifiutare un documento che le istruzioni pubblicate da Winnita stessa e la sua assistenza mi hanno indicato come valido.

Ho già presentato anche un reclamo formale direttamente a Winnita, ma finora non ho ottenuto una soluzione concreta. Continuo a ricevere richieste di verifica o indicazioni generiche mentre il mio prelievo rimane sospeso.

Ribadisco che sono disponibile a collaborare con una procedura KYC ragionevole. Quello che contesto è il fatto che:

– la verifica era già stata dichiarata completata con successo;

– successivamente è stata riaperta;

– ho fornito nuovamente la documentazione richiesta;

– le tempistiche indicate da Winnita sono state superate;

– ho ricevuto indicazioni contraddittorie sulla validità della patente;

– il mio prelievo di 2.000,08 € continua a non essere elaborato.

Chiedo pertanto l’intervento di Casino Guru affinché Winnita fornisca finalmente una spiegazione chiara e definitiva dei requisiti mancanti, completi la verifica senza ulteriori richieste contraddittorie e proceda all’elaborazione del mio prelievo.

Posso fornire tutta la documentazione necessaria a dimostrare quanto descritto: e-mail di conferma della prima verifica completata, successive richieste di documenti, conversazioni con l’assistenza, comunicazioni relative ai tempi di verifica, schermata del saldo/prelievo e screenshot della pagina Winnita che indica espressamente la patente di guida tra i documenti accettati.

Grazie per l’assistenza.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please clarify whether you uploaded a selfie of your ID as well, after your selfie with your driving license was rejected?
• 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?
• For any further communication and evidence, 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

Thanks for your response regarding the news.

Since the casino has already approved your verification and intends to process your payout, we recommend cooperating with the casino regarding splitting the transaction into smaller amounts.

Please let me know how your payouts are being processed. The reasons the casino cites might be legitimate in your jurisdiction.

If there are further obstacles, please let us know here or via email.

Looking forward to your reply.

Good morning, I've been working with the casino to split the transactions, and as of today, we've finally processed 6 out of 20 transactions. I'll update as soon as all 20 are processed. Thank you so much for your timely input.

Buongiorno, ho collaborato con il casino suddividendo le transazioni, ad oggi siamo finalmente a 6 transazioni elaborate su 20. Aggiornerò non appena verranno elaborate tutte e 20. Grazie mille per il vostro tempestivo contributo.

Dear Roger94,

Thank you very much for the update. We will keep this complaint open until you confirm that your withdrawals have been successful.

Please keep me informed about any further developments.

Hello Roger94,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru