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

Dear Casino Guru Team, I have been registered at the aforementioned casino for about six months and play there regularly, having lost a five-figure sum. During this time, I was never once asked for verification or anything like that while I was losing these amounts. Now, the issue is that I have a five-figure sum in my account that I wish to withdraw, and I understand it's not possible to withdraw the entire amount at once. However, I have already requested €1500. Then I received an email stating that I need to be verified, which is not a problem for me, but they are now asking for so many documents. I had several credit cards stored at the casino, but I no longer have most of them. I only use two now, which I sent. I provided the photos they requested, then they asked for a transaction from September from an account I no longer have access to because I deleted it. They also asked for information from my paysafe account, but in Switzerland, there is no paysafe account.

It’s all very recent, meaning this has only started since yesterday, but my concern is why there isn't as much security when you are losing money, but there is when trying to withdraw money. This is very unfair and highly questionable.

Moreover, you cannot expect me to keep such records, so any help to ensure this ends well for both parties would be appreciated.

Sehr geehrte Casino Guru Team, bin seit circa sechs Monate bei dem oben genannten Casino angemeldet und spiele da regelmäßig habe eine fünfstellige Summe verspielt. In der Zeit wurde nicht einmal nach einer Verifizierung etc. gefragt, wo ich diese Summen verspielt habe. Jetzt geht es darum, dass ich eine fünfstellige Summe auf meinem Konto habe und das gerne ausgezahlt haben will und ich weiß es geht nicht, dass man die Summe komplett auf einmal auszahlt. Aber habe schon mal 1500 beantragt. Dann bekam ich die E-Mail, dass ich mich verifiziert werden soll, was auch für mich kein Problem ist aber es wurden jetzt so viele Unterlagen verlangt hatte mehrere Kreditkarten zum Beispiel bei dem Casino gespeichert wovon ich aber mehr nicht mehr habe. Benutze habe nur noch zwei, die ich dann auch geschickt. Habe die Fotos die verlangt haben dann wollten Sie eine Transaction haben von September von einem Konto, wo ich keinen Zugriff mehr habe, da ich das gelöscht habe . Dann wurde verlangt von meinem paysafe Konto in der Schweiz gibt es kein paysafe Konto .

Es ist auch jetzt alles sehr frisch also heißt es geht jetzt erst seit gestern aber mir geht es halt darum warum man wenn man Geld verspielt nicht so viel Sicherheit macht, sondern wenn man Geld wieder auszahlen muss. Das ist sehr sehr unfair und sehr sehr fragwürdig.

Und vor allem könnt ihr noch nicht verlangen, dass ich so etwas aufbewahren muss Daher wieder irgendwie zu helfen, damit das ein gutes Ende für beide Seiten hat

Dear langenbach1987,

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 take KYC lightly. Verification is done most often when a withdrawal is requested. The casino has the right to verify all payment methods used for deposits. I encourage you not to spend any more of your winnings before verification of your player's account is complete.

In case the cards that you used no longer exist, I would recommend you contact your bank and ask them for confirmation the cards were issued in your name. If the cards were associated with an existing bank account, you should be able to request bank statements with deposits made to the casino listed even if such bank accounts were canceled.

As far as Paysafecard vouchers, you should be able to prove you bought them with your money either via a payment receipt or a similar document.

• Could you please explain whether you asked your previous bank for the documents already mentioned? With what result?
• Have you explained to the casino that some of the sed cards no longer exist and that you don't have a paysafe account? What response have you received?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear langenbach1987,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.