Winota Casino - La retirada del jugador se ha retrasado.

Hi, I made a deposit to Winota and won. I have sent the requested documents to them but they denied them even tho they were documents that are correct and need to be accepted. I never got any emails back that they were denied and needed to go ask from chat. I sent them again to them and now they just keep saying that they are looking into it and I will get an email when they have been looked at but nothing is done and I just keep waiting.

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Dear Mild,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?

• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I have never withdrawn funds before from this casino.

The casino just tells me in chat that they are looking into it for a week and they say they will send an email when they have been looked at.

I have not gotten a single email about this and then every now and then they will answer that I need to send the selfie and proof of address again.

My proof of address is bought from the finnish government and the most legal document I can have but they are not accepting it. I can send the documents that I have sent them if you provide an email for it where I will send them.

Thank you for your reply.

Could you please forward all relevant communication between you and the casino regarding your verification, including any emails and screenshots of your conversations with live chat?

Please also send us the documents you submitted to the casino for verification, particularly the proof of address and selfie that have been repeatedly requested or rejected.

You can send the documents and communication to my email address at karla.m@casino.guru . Please make sure to include a reference to this complaint in your email so we can easily identify it.

Thank you very much for your cooperation.

Karla M.

Dear Mild,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru