Winota Casino - El retiro del jugador se retrasa debido a problemas de KYC.

On 3/9, I won $2800 on the slots, but when I tried to withdraw it, I was unable to complete the withdrawal procedure. I contacted support and was told to submit KYC documents, which I did.

From this initial exchange until my ID was finally accepted, it took about a month of repeated inquiries.

However, my proof of address (resident registration issued by the government) was not accepted, so I was asked to send my electricity bill again as proof of address on April 6th, which I did.

I was told it would be reviewed within 3 days, but I haven't heard back yet.

I have contacted support many times, but they just tell me to wait for a reply and nothing happens.

Although I sent the necessary documents, they were not checked by the agreed time, so it seems they have no intention of withdrawing the money.

I saw a similar complaint from someone else, so I think they helped me to go ahead and check the KYC documents and then proceed to complete the withdrawal.

I communicate with support about once every three days.

I haven't saved everything, but I have saved some of the conversations, so I will attach those.

Thank you for your cooperation.

3/9にスロットで＄2800の勝利を得たので出金しようとしたところ出金手続きを行えませんでした。サポートに問い合わせた所、KYCの書類を提出してと言われて提出しました。

この最初のやりとりから身分証明書の方が受理されるまでも何回も問い合わせして1か月くらいでやっと受理されました。

しかし住所証明書（国が発行する住民票）が受理されず、4/6に再度住所証明書として電気料金の請求書を送ってくれと言われたので送りました。

最大3日で審査されると言われたのですが、まだ返信がありません。

何回もサポートに問い合わせていますが、返信をお待ちくださいだけで一向に進みません。

こちらは必要な書類を送っているのに全く確認が約束の時間までに行われないので、このまま出金する気がないように見受けられます。

他の方のクレームで同様のクレームを見かけたので、KYCの書類を確認して前に進めるよう、その後出金完了まで行くようご協力頂けたと思っています。

サポートとは3日に1回くらいやりとりをしています。

全ては保存していないのですが、いくつかやりとりを保存してありますので、保存してあるやりとりを添付させて頂きます。

ご協力よろしくお願いします。

Dear TOMATO777,

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

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

• Is your player's account accessible? Can you log in?
• Have you accumulated your winnings with the help of a bonus?
• Have you requested a withdrawal of your funds already, and the request was rejected, or is the option unavailable to you due to incomplete verification?
• Do I understand correctly that the issue seems to be currently that the casino is not approving your proof of address documents?

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

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.

Thank you for your reply.

Thank you for your cooperation.

Can you access your player account? Can you log in?

→ It's done. You can also log in.

Did you use the bonus and save your winnings?

→No, I haven't used the bonus.

Have you already requested to withdraw funds but your request was rejected or the option is now unavailable due to incomplete verification?

→Since the address proof has not been approved, the withdrawal request is not available.

The issue at the moment seems to be that the casinos don't accept proof of address documents, is my understanding correct?

→ Yes, that's right. The casino does not accept your proof of address document.

Further updates.

I got a call from the casino today for the first time in a while.

The contents are

"We cannot accept documents from third parties, so please submit proof of address in your own name."

That's what it was.

I don't understand why I am being told the above when I have submitted my own address verification documents.

The address proof document (resident's card) I submitted in March was also rejected, even though it had both my address and name on it and was dated less than three months ago.

This time the casino asked for an electricity invoice, so naturally I sent one in my own name.

I don't understand why they said it was a document from a third party.

I guess I'm not really looking at the varieties.

I can't help but wonder if they are not willing to withdraw the money and are giving various reasons for this.

We kindly ask for your cooperation so that the KYC process can be completed successfully and the withdrawal process can be completed.

ご返信ありがとうございます。

ご協力感謝します。

あなたのプレイヤーアカウントにアクセスできますか？ログインできますか？

→出来ています。ログインも出来ています

ボーナスを利用して賞金を貯めましたか?

→いいえ、ボーナスを利用していません。

すでに資金の引き出しをリクエストしたが、そのリクエストが拒否された、または確認が不完全なためにオプションを利用できない状態になっていますか?

→住所証明書が承認されないので、出金リクエストが利用できない状況です。

現時点での問題は、カジノが住所証明書類を承認していないということのようですが、私の理解は正しいでしょうか?

→はい。その通りです。カジノ側が住所証明書類を承認していないということです。

続報です。

今日久しぶりにカジノ側から連絡がありました。

内容は

「第三者からの書類は受け付けておりませんので、ご本人名義の住所確認書類をご提出くださいますようお願いいたします」

ということでした。

私本人が自分の住所確認書類を提出してるのに、上記のように言われる理由が分かりません。

3月に提出した住所証明書類（住民票）も、住所、氏名共に記載があり、3ヶ月以内のものなのにだめでした。

今回はカジノ側から電気料金の請求書を求められたので、当然本人名義の物を送っております。

なぜ第三者からの書類と言われたのか理解出来ません。

真面目に種類を見てないのだと思います。

色々理由をつけて出金をする気がないのかなと思わずにはいられません。

どうかご協力頂き何卒KYCが無事終了し、出金手続きが出来るようにご協力の程宜しくお願いします。

Thank you very much, TOMATO777, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello TOMATO777,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Winota Casino to join the conversation.

Dear Winota Casino,

I would appreciate it if you could clarify the reasons for the rejection of the player's address verification documents. Additionally, could you specify what alternative documents the player needs to submit in order to complete the KYC process?

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear TOMATO777,

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,

Winota team.

Dear TOMATO777,

As per checking with the relevant team we can see that the document is issued to Kenzo(Ken) Kazami and your name is visible as Staoshi Kazami.

We kindly request you to share the document with a correct name or please explain the differences in the names.We are waiting for your update.

Best regards,

Winota team.

My name is "Staoshi Kazami."

The address certificate also has the same name on it.

I think there may be a misunderstanding here, so I would like to send my address certificate and identity document (documents that have been accepted) to Guru along with an explanation, but since they have my name on them, is it okay to attach them here?

If there is a problem, I will send it to you by email.

Thank you very much.

私の名前は「Staoshi Kazami」であっています。

住所証明書も同様の名前が記載されています。

こちら多分誤解があるようなので、住所証明書と本人確認書類（受理して頂いてる書類）をGuru宛に説明と共に送りたいのですが、個人名が記載されている物なのでこちらに貼ってしまって大丈夫でしょうか？

問題があるようであれば、メールの方に送らせて頂きます。

宜しくお願い致します。

Dear TOMATO777,

I kindly request that you send all the necessary documents registered under your name to the casino team. Additionally, please include my email address, michal.k@casino.guru, in the 'Cc' field so that I may also receive and review them.

Thank you Michal .

I have sent the necessary documents to these two addresses ( Michal is included in the CC field).

Additionally, I have included supplementary explanations in the email as to where to look on each document to see where my name is written, where my address is written, etc., so if you check those as well, I think you will see that the documents belong to me.

I know it must be a hassle when you're busy, but please check.

Michal様ありがとうございます。

kyc@winota.com

michal.k@casino.guru

この2つのアドレスに必要な書類を添付してメールを送りました。（Michal様はCCフィールドに入れています。）

また、メール内に各書類のどこを見れば、私の名前が記載されているか、住所がどこに記載されているか、など説明を補足として記載しておりますので、そちらと併せて確認して頂ければ、私本人の書類である事が分かると思います。

お忙しい中大変だと思いますが、ご確認を宜しくお願いします。

Dear TOMATO777,

Thank you for your email. I have received it successfully, including the attachments. I am currently awaiting feedback from the casino.

Dear Winota Team,

Does the player's explanation clarify the situation? If there is anything else you need from the player to finish the KYC verification, please let us know.

Dear TOMATO777,

We hope find this message in good health!We would like to thank you for providing the explanation and the necessary documents. As per checking your account we are glad to inform you that your account has been verified and we can see there is a withdrawal request attempted recently.

We would like to bring this to your attention that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

We will try our best to processes your withdrawal request at the earliest as possible.

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

Kind regards,

Winota team.

Dear Winota Team,

Thank you for the positive news. I'm glad the situation could be clarified.

Dear TOMATO777,

I’m pleased to hear that the situation has been clarified and your account verification is now complete. I trust the withdrawal will be processed in the standard way without any unnecessary delays.

Please let me know if I can consider this case resolved or if you need assistance with anything else.

I applied for the first withdrawal on 5/16, but the money has not arrived yet.

I think it will take some time until all the money is withdrawn.

① We will contact you once the first payment has been received.

②There is a limit on the amount of withdrawals per transaction, so we cannot make all withdrawals at once. We will contact you once all withdrawals have been made.

I would like to contact you once ① and ② are met. Is that okay?

5/16に1回目の出金申請をしましたが、まだ着金しておりません。

全て出金されるまでにまだ時間が掛かると思いますので、

①1回目の着金があったらご連絡します。

②1回の限度額がある為、全ての出金が1回で行えないので全て出金されたらご連絡いたします。

①②を満たしたらご連絡させて頂こうと思っていますが、それでよろしいでしょうか？

Dear TOMATO777,

Sure, not a problem. I will keep this case open to ensure that you receive the withdrawals as expected. I have confidence that they will be processed in the usual manner.

We would like to inform you that the first withdrawal has been received.

1回目の出金が着金していましたのでご報告させて頂きます。

Dear TOMATO777,

Thank you for the update. Can I consider your complaint resolved, or do you require assistance with anything else?

WINOTA

Dear Michal,

Unfortunately, the withdrawal has not been made properly.

I originally had $2800 in my balance.

I made 5 withdrawals of $500 each, but only 4 of them arrived.

The attached document below is your casino balance history.

Please look at the history for 5/19, second from the bottom.

After my last withdrawal (5/16), I had $2299 remaining and if I withdrew $500 it should become $1799, but for some reason it has become $1299.

As a result, although a total of $2500 should have been withdrawn, only $2000 was withdrawn.

In fact, only four withdrawals have been made to my wallet. (I originally had $2800, so it would be strange if I requested five withdrawals and five withdrawals were not made.)

I think this is a mistake on the part of the casino, so could you please look into it?

WINOTA様

Michal様

残念ながらちゃんと出金がされておりません。

私の残高には元々$2800入ってました。

5回に分けて$500を5回出金しましたが、4回分しか着金していません。

下記添付した資料がカジノ内の残高履歴になります。

下から2番目の5/19の履歴を見て下さい。

前回出金（5/16）後に$2299残っていて$500出金したら$1799になるはずが、ここで何故か$1299になってしまっています。

その結果totalで$2500出金されるべきはずが、$2000しか出金されていない状況です。

実際に私のウォレットにも4回分しか出金されておりません。（元々$2800ありましたので、5回分出金申請して5回分出金されないとおかしいです。）

こちらカジノ側の間違いだと思いますので、調べて貰えますか？

Dear Winota Team,

Could you kindly look into the concerns raised by the player?

Hello TOMATO777,

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation by processing the only pening withdrawal request 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,

Winota team.

WINOTA

Dear Michal,

The missing $500 was withdrawn and confirmed.

However, when I try to withdraw the remaining balance of $300, I get an error message saying there is no balance.

I would like you to investigate this.

WINOTA様

Michal様

行方不明だった$500は出金確認が出来ました。

しかし残りの残高$300を出金しようとすると、残高が無いエラーがでます。

こちら調査して頂ければと思います。

Dear TOMATO777,

Thank you for sharing your partial good news. I am pleased to hear that you successfully received the $500.

I will await the casino team's investigation regarding the outstanding issue.

Dear TOMATO777,

On reviewing your account we can see the balance in your account was 299.51 USD.

Therefore, you were not able to attempt the withdrawal of 300 USD earlier.

However, we have added the extra 0.50 USD so now you should be able withdraw the 300 USD.

We hope this helps clarify the matter for you.

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

Best regards,

Winota team.

Dear Winota Team,

Thank you for adopting the appropriate measures to facilitate the player's withdrawal. I am confident that I will be able to consider this case closed as resolved once the player has received the remaining funds.

Dear TOMATO777,

I am hopeful that the outstanding $300 will be credited to your account shortly. Kindly inform me once you have received it.

WINOTA

Dear Michal,

Thank you for dealing with this.

It showed that I needed to spend the same amount, so after spending $1 I was able to request a withdrawal.

I will let you know when the money arrives.

Thank you for your assistance.

WINOTA様

Michal様

対処して頂きありがとうございます。

等倍の消化が必要と表示されましたので、$1消化したところ出金申請する事が出来ました。

着金しましたらご報告させて頂きます。

ご対応ありがとうございました。

Dear TOMATO777,

Thank you for your update. Have you already received the funds?

WINOTA

Dear Michal,

I just checked and the money has arrived.

thank you very much.

WINOTA様

Michal様

先ほど確認したところ着金していました。

ありがとうございました。

Dear TOMATO777,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, TOMATO777, please feel free to reach out to our Complaint Resolution Center. We're 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 Rate 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,

Michal

Casino Guru