WinWin Bet Casino - La verificación de la cuenta del jugador se retrasa.

My account is not verifying even after submitting documents, now they are not replying to my email address.

Dear amitchoud40, 

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 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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino regarding your verification?

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, 

Veronika

Could you please advise which documents you have already provided and when exactly did you send the last one?

Aadhar, PAN and Election ID alongwith Selfie since last year.

Have you provided all the required documents as soon as possible and in the correct format?

Yes

When was the last time you communicated with the casino regarding your verification?

Yesterday, but they are ignoring me

I hope we will be able to help you to resolve this issue as soon as poss

Please forward me the documents you sent to the casino for verification along with all the communication between you and the customer support that could be relevant to the investigation of your case. My email address is veronika.f@casino.guru.

Also, kindly specify what types of games you played - e.g. slots, live casino games, sports betting.

Thank you for your patience and cooperation.

Live casino with sports bets

Thank you for your reply and for the email you sent me.

Could you please also forward me the email from the casino with the instructions from the Security Department (veronika.f@casino.guru)?

Sent

Thank you for your email. Did you submit a photograph with your ID to the casino as requested?

Yes

Thank you very much, amitchoud40, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello amitchoud40,

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 WinWin Casino to join the conversation.

Dear WinWin Casino,

Can you please provide us clarification as to why the player's account verification was not concluded yet despite providing their documents? Are there still any documents from the player needed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear amitchoud40,

I have made several attempts to reach out to the casino representative, but unfortunately, I have not received any response. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you want to pursue your case further, you can contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of WinWin Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear amitchoud40,

We have received the following message from the casino team:

We would like to provide additional clarification regarding this case. As part of the standard verification procedure, our Security Department previously requested a selfie and supporting identification documents from the player in order to complete the review process.

However, after the request had been sent, no further communication or required documents were received from the player for an extended period of time. At the moment, we are also unable to locate any recent follow-up inquiries or repeated contact attempts from the player regarding this matter.

We would kindly ask you to advise the player to contact our Security Department once again via email and provide a valid identity document, along with the requested verification materials, so that the review process may be resumed and completed accordingly.

As soon as the required information is received, our team will be happy to continue the verification process and assist further in resolving the matter as promptly as possible.

Should you require any additional clarification or assistance from our side, please do not hesitate to reach out — we will be glad to help.

Kind regards,

WinWinBet Team

Kindly let me know why you have ceased cooperating with the verification process. If you wish to continue pursuing this matter, please inform me when you are ready to resume your cooperation so that the review process may be resumed and completed accordingly.

Dear amitchoud40,

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,
Michal
Casino.Guru