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

Hello, in the past my documents were approved on the site, but the other day the document verification disappeared. I am trying to make a withdrawal but my documents keep being rejected. In the past, my ID card, debit card, and selfie were accepted, but now they also want proof of a deposit made to them. I haven't received any further response regarding verification, so the withdrawal is not being processed.

Salve, in passato i miei documenti sul sito erano stati approvati, l’altro giorno la verifica dei documenti è scomparsa. Sto cercando di effettuare un prelievo ma continuano a rifiutarmi i documenti. In passato carta di identità e bancomat e selfie erano stati accettati ora hanno voluto anche la prova di un versamento nei loro confronti. Non ho più risposta riguardo la verifica quindi il prelievo non avanza.

Dear maurolosa1997,

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

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

now they told me that I have to send a receipt of a transaction made to them where my data and theirs are shown, name and surname now

ora mi han detto che devo mandare una ricevuta di una transazione fatta verso di loro dove si vedono i miei dati e i loro, nome cognome ora

Good afternoon

We are very sorry that you had a negative experience. I am here to get to the bottom of your situation as quickly as possible.

Verification helps us protect your money from possible theft and fraud, and therefore this stage is one of the most important.

At the moment, the verification department actually requests a screenshot of the receipt from you; after providing it, the verification should be completed successfully

Best regards,

Winnita Casino

Good morning, since Friday I have sent the screen of my transactions to you as requested. But still no response

Buongiorno è da venerdì che ho inviato lo screen delle mie transazioni nei vostri confronti come da voi richiesto. Ma ancora nessuna risposta

Good afternoon, maurolosa1997

Now the documents you provided are being checked, the result of the check will be available soon - don’t worry

Best regards,

Winnita Casino

Hi maurolosa1997,

Thank you for the update. It looks like the casino has confirmed that your documents are being reviewed, and they should provide the results soon. I understand the wait can be frustrating, but hopefully, the verification process will be completed shortly 🤞🏼.

Please keep me updated on any further developments, and let me know if you don’t receive a response within a reasonable time.

I just got the notification that the documents have been verified. Now I am waiting for the withdrawals to be processed. Until then I would leave the complaint open

Ho appena ricevuto la notifica che i documenti sono stati verificati. Ora attendo che i prelievi vengano elaborati. Fino a quel momento lascerei il reclamo aperto

Update. After the notification of the document verification, now in chat I asked for the withdrawal processing time and I was told that they decided to do a further verification of which they do not tell me what.

they can't tell me the timing or anything. ABSURD.

Aggiornamento. Dopo la notifica della verifica dei documenti, ora in chat ho chiesto per il tempo di elaborazione dei prelievi e mi è stato detto che hanno deciso di fare un ulteriore verifica di non mi dicono cosa.

non sanno dirmi né tempistiche né nulla. ASSURDO.

Hi maurolosa1997,

Thank you for the update. Based on the translated screenshot, it seems that the casino is conducting an additional check to verify adherence to their website’s rules, which might explain the delay. Unfortunately, they haven't provided more specific details, which can understandably be frustrating.

• To help us further understand the situation, could you please clarify whether you accumulated your winnings with or without an active bonus?
• Also, could you let me know which games (live casino games, slots, or sports betting) you were playing when you earned your winnings?

Looking forward to your reply.

Good morning, every day it gets more ridiculous. I have not used bonuses, all real balance. Only slots, three different ones.

they keep telling me that they are checking and that the withdrawals are blocked, yesterday despite this I received a withdrawal of 50 euros. Today I ask if the verification went well, since a withdrawal arrived. And despite this they tell me that it can happen, at this point I don't understand, did this withdrawal arrive because the amount is small? While the other transactions that are more substantial are not done?

Buongiorno, ogni giorno la cosa diventa più ridicola. Non ho utilizzato bonus, tutto saldo reale. Solo slot, tre diverse.

continuano a dirmi che stanno verificando e che i prelievi sono bloccati, ieri nonostante ciò mi arriva un prelievo di 50 euro. Oggi chiedo se la verifica è andata bene, visto che un prelievo è arrivato. E nonostante ciò mi dicono che può capitare, a sto punto non capisco, è arrivato questo prelievo perché la somma è piccola? Mentre le altre transazioni che son più sostanziose non le fanno?

Good afternoon, maurolosa1997

I would like to clarify if your problem has been resolved? Because at the moment I see that there is only one request for withdrawal of funds - 150 euros.

Best regards,

Winnita Casino

Hi maurolosa1997,

Thank you for your update. From your message, it seems that you have only received €50 so far, while the total disputed amount is €290.

• Could you please confirm how much is still pending?

Looking forward to your reply.

Dear maurolosa1997,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.