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

I can't complete the account verification and for this reason it doesn't authorize me to withdraw

Non riesco a concludere la verifica dell'account e per questo non mi autorizza il prelievo

Dear Maryberty,

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

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have any of the documents been approved or explicitly rejected by the casino?
• Did you accumulate your winnings with or without an active bonus?

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, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning I loaded the front and back of my credit card and selfie with my card and ID card the last time yesterday afternoon. The ID card has passed and they are not asking me for it anymore, but the cards are. I have accumulated winnings with and without bonuses but I am sure I can withdraw them, the problem is the documents

Magically they verified the documents

Buongiorno ho caricato fronte retro carta credito e selfie con carta e carta identità l'ultima volta ieri pomeriggio. La carta di identità è passata e non me la stanno chiedendo più le carte invece sì. Ho accumulato vincite con e senza bonus ma quelle sono certa di poterle prelevare, il problema sono i documenti

Magicamente hanno verificato i documenti

Good afternoon,

Your account was successfully verified today. You added wrong bank card before, but now everything alright

Best regards,

Winnita Casino

Thank you for checking this issue, Winnita Casino.

Dear Maryberty, could you please confirm that the verification is now complete? Can you now submit a withdrawal request?

They magically accepted the documents. Now we wait to see if the payment will actually take place

Hanno magicamente accettato i documenti. Adesso aspettiamo di vedere se veramente avverrà il pagamento

For now still no payment honestly I don't know what to think... I've read conflicting reviews...

Per ora ancora nessuna pagamento sinceramente non so che pensare...ho letto recensioni discordanti...

Dear Maryberty, does your withdrawal request have a "pending" status?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. We usually recommend players wait for at least 14 days after placing a withdrawal request. I hope it will be processed faster in your case and you'll receive the payment soon.

Please keep us updated.

I will keep you updated

Vi terrò aggiornati

They made a first payment on Tuesday and then nothing more, still €4550 missing... And that's not a small amount

Hanno effettuato un primo pagamento martedì poi più nulla mancano ancora all'appello 4550€... E non sono pochi

Dear Maryberty, have you already submitted your next withdrawal request? Is €500 the maximum amount you can request per transaction?

Yes I sent them last week already. They divide them into installments (and I'm not complaining about that) I asked for the entire amount but they only made one payment

Sì l'ho inviate già la settimana scorsa. Loro dividono in tranche ( ed io non sto a lamentarmi di quello) ho chiesto l'intero importo ma mi hanno fatto un solo versamento

Dear Maryberty, have you received any new payments? How much is left to withdraw?

Absolutely nothing, there are still €4550 left

Assolutamente nulla rimangono ancora 4550€

Hello,

I see that one successful withdrawal was made for 450 EUR. I am sending an additional request to the finance department to resolve this situation as soon as possible. Don't worry, we will definitely sort this out.

Thank you very much, Maryberty, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.

Thank you very much I will keep you updated, I have received two small credits. But nothing else

Grazie mille vi terrò aggiornati, mi sono arrivati due piccoli accrediti. Ma null'altro

Good morning, unfortunately I want to report that the deadline has expired and the payment has not been made. If I do not resolve the problem, I will evaluate legal action.

Buongiorno purtroppo voglio segnalare che il termine è scaduto ed il pagamento non è stato effettuato se non risolverò il problema valuterò vie legali

Now they're making up stories that I broke some rules... And they won't pay me.

Adesso si stanno inventando che ho violato delle regole... E non mi saldano

Dear Maryberty,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winnita Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winnita Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

They made me some credits then they stopped them again. There are still about 3000€ missing and each time they don't tell me why

Mi hanno fatto alcuni accrediti poi li hanno di nuovo stoppati. Mancano ancora sui 3000€ e ogni volta non mi dicono perché

Hello everyone,

At the moment I see that there are 1800 euros left for withdrawal, these are 4 payments of 450 euros. One will be made on June 20th, the second on June 23rd, the third on June 26th and the last on June 29th.

Thank you, Winnita Casino, for the update.

Dear Maryberty,

Could you confirm the amount left for the withdrawal, please, and inform us whenever you receive the full payout?

Thank you in advance.

Respectfully,

Romi

I confirm and I am waiting for the rest.

A thousand thanks

Confermo e sono in attesa del rimanente.

Grazie mille

Dear Maryberty,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maryberty,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi