Winmasters Casino GR - El jugador tiene dificultades para completar la verificación de la cuenta.

I made a withdrawal of 500 euros and they canceled it because they want details from my paysafe account as well as my cashier transactions...while I did not use a paysafe deposit for these profits but from my debit card and sent them the proof of deposit through my card and they do the Chinese

Έκανα ανάληψη 500 ευρώ και το ακύρωσαν λόγω του ότι θέλουν στοιχεία από το λογαριασμό μου στην paysafe καθώς και τις συναλλαγές μου στο ταμείο...ενώ εγώ για τα κέρδη αυτά δεν χρησιμοποίησα κατάθεση από paysafe αλλά από την χρεωστική κάρτα μου και τους έστειλα και τα αποδεικτικά κατάθεσης μέσω της κάρτας μου και κάνουν τους Κινέζους

Dear pamela39,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear pamela39,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.