Wins Royal Casino - Retraso en el procedimiento KYC y el proceso de retiro en Wins Royal Casino.

The KYC for Wins Royal Casino has been pending for 12 days and is yet to be resolved.

(Documents have already been uploaded)

Also, every time I attempt a withdrawal, the transaction comes back with an error.

I asked the operator when the KYC would be completed, and was told it would take more time.

I am at a loss as there has been no progress. Could you possibly shed some light on this issue?

Furthermore, on this site's KYC application page, it is stated that the KYC won't be checked unless a withdrawal request is submitted.

Despite this, the withdrawal feature will not be available unless the KYC is completed.

I believe there to be a contradiction in this rule.

Could you help me resolve this issue?

wins royal casinoのKYCが12日待っても完了せず、保留中の状態から更新されません。

（書類はアップロード済み）

また、出金申請はエラーになります。

私はオペレーターにいつKYCが完了するか、聞きましたがまだ時間がかかるという返答でした。

一向に進展がないためどうか助けて頂けないでしょうか。

あと、このサイトのKYC申請ページには、KYCは出金申請を申請しないとチェックしないと記載がありました。

デスガイド、出金申請はKYCが完了しないと申請できない仕組みになっていました。

私はこのルールは矛盾していると考えています。

私を助けて頂けないでしょうか。

Hello hirokingmm,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wins Royal Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

KYC documents have been uploaded on October 14, 2023. (It has been 10 days, not 12 days)

The status of KYC documents was Pending when I uploaded them on 2023.10.14.

The documents you uploaded

driver's license

utility bill statement

Screen capture of vegawallet used for deposit

is.

It's better to wait 14 days. . I've got it.

Thank you very much.

KYC書類は2023.10.14にアップロードしています。（12日間経過しているではなく、10日間経過でした）

KYC書類のステータスは2023.10.14にアップロードしたときにすべての書類が保留中になっていました。

アップロードした書類は

運転免許証

公共料金の明細書

入金で使用したvegawalletの画面キャプチャ

です。

14日間は待ったほうが良いのですね。。承知しました。

どうぞ宜しくお願い致します。

to whom it may concern

Winroyal's identity verification has been pending for over two weeks and no progress has been made.

When I checked with the operator, the answer was that it was taking the same amount of time as before.

I can't solve this problem myself, so could you please help me out?

ご担当者様

winsroyalの本人確認が2週間を過ぎても保留中のまま進展していません。

オペレーターに確認しても以前と同じく時間がかかっているという回答でした。

私では解決できないため、どうかごじょりょくをお願いできませんでしょうか。

Thank you hirokingmm for the update. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi hirokingmm, 

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wins Royal Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the documents necessary for the verification? When can the player expect their account to be verified, if the review was ongoing for 2 weeks already? What are the reasons for the delay?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Today, when I checked the KYC status with the operator, it was rejected without any explanation of the reason. After that, I asked the operator about the reason, but there was no reply.

They think it's a scam.

I can't even make a withdrawal.

Please help me.

今日、KYCの状況をオペレーターに確認したところ、理由の説明もなく却下となりました。その後オペレーターに理由を問い合わせても返信がありません。

彼らは詐欺ではないかと考えています。

出金もさせてもらえません。

どうか私を助けて下さい。

Dear hirokingmm,

I got in touch with the casino representative and they informed me that some additional verification checks will be required. Please, check your email - you will be contacted by the casino, they will need further documentation for the review of your account.

I'll set the timer for you for 7 days. I hope you will hear from the casino during this time frame. Please, let me know as soon as you receive the email and tell me what it will be about. I will also keep you informed in this thread if there are any new details from the casino.

Thank you.

Natalia

Thank you for contacting me.

I received an email asking me to send a selfie photo.

I replied to it.

I will contact you again if there is any progress.

連絡ありがとうございます。

メールで自撮り写真送るようにとメールが届きました。

私はそれに返信しました。

進展があったらまた連絡します。

Thank you for confirming this, hirokingmm.

I'll set the timer for you for 7 days. Hopefully, there will be some updates available in this time frame.

Identity verification has been completed and I can now submit a withdrawal request, but now my withdrawal request has been pending for 4 days.

The operator said the money would arrive in up to 3 days. I have been given false information.

Please help me again.

本人確認は完了し、出金申請は出せるようになりましたが、今度は出金申請が保留中のまま4日が経過しています。

オペレーターは最大3日で着金すると言っていました。私は嘘の情報を伝えられています。

また私を助けて下さい。

Dear hirokingmm, thank you for the updates. Sometimes it may take up to several days until the withdrawal request is processed by the casino. I will contact the casino representative to find out when your withdrawal request is to be approved and will let you know.

It's been 5 days since I received an email from a winsroyal representative saying that the money would be withdrawn immediately, but I still haven't received the money.

This casino is very malicious.

Have you heard from anyone in charge?

winsroyalの担当者からすぐに出金しますとメールが来てから5日経過していますが、未だに着金しません。

このカジノは非常に悪意があります。

なにか担当者から連絡はありましたでしょうか？

Dear hirokingmm, I'm sorry that the payout is delayed. I wrote a message to the casino representative, and they promised to look into this. It may take some additional time.

Thank you for your patience, I'll let you know as soon as they share any updates.

Dear hirokingmm, I'll set the timer for another 7 days. I haven't heard anything from the casino yet, but I hope the casino representative will share the news in the set timeframe.

Please, let me know if you have any updates as well.

Regards,

Natalia

Dear hirokingmm, the casino representative informed me that the withdrawal request was processed. Can you please let me know if you have already received your winnings?

I apologize for not being able to contact you.

I was able to withdraw only a portion of my balance instead of the full amount. ($950)

I was thinking of contacting you after I received the full amount.

Also, I don't know if it was intentional, but the previous withdrawal request stated that the withdrawal limit was $3,000, but I was only able to apply for a single withdrawal of $950, so I am applying for an additional withdrawal now. This is where the .

連絡できておらず申し訳ございません。

全額ではなく残高の一部だけ出金できました。（950ドル）

全額出金できてから連絡しようと考えてました。

あと意図的か分かりませんが、前回の出金申請は、出金上限3000ドルと記載があるのに1回の出金が950ドルしか出金申請できませんでしたので、今追加で出金申請を出しているところになります。

Dear hirokingmm, thank you for the confirmation. Hopefully, you'll be able to withdraw the whole amount in installments. Please, keep me updated about the status of your withdrawal requests.

Dear hirokingmm,

Have you received your withdrawal from the casino yet?

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.