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

Hello,

I'm reaching out regarding an issue that has been ongoing for a week now.

I’m unable to withdraw my balance.

After submitting all the requested documents, I keep being asked to send a screenshot of the bank card statement.

Since I don't have a current account, I sent the Postepay Evolution statement, but it hasn't been approved.

Given that I am not responsible for paying the bills, and besides the Postepay, I don't have other accounts, what can I do?

If I open a bank account now, will that resolve the issue? Or is there another way to handle this? Thank you.

Salve.

Vi contatto in merito ad un problema che persiste da una settimana.

Non riesco a prelevare il saldo.

Dopo aver inviato tutti i documenti richiesti, continuano a chiedermi di inviare uno scrrenshot dell'estratto conto della mia carta bancaria.

Non avendo un conto corrente, ho inviato quello della postepay evolution ma non me lo approvano.

Essendo che, le bollette non sono a mio carico e oltre alla Postepay non ho altri conti, cosa potrei fare?

Se apro un conto bancario ora, c'è la possibilità di risolvere? O c'è qualche altro modo per farlo? Grazie.

Hello ariannamastromarino,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winsane 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

The identity card, health card and Postepay Evolution have been approved.

The Postepay Evoltion statement was not approved because for them it is not a bank account.

The last time I was in contact with a Casino operator was today but other than telling me that the statement is invalid I receive no other response.

I am connected to other online casinos and I have never had this kind of problem.

È stata approvata la carta d'identità, la tessera sanitaria e la Postepay Evolution.

Non è stato approvato l'estratto conto Postepay Evoltion perchè per loro non è un conto bancario.

L'ultima volta che sono stata in contatto con un operatore del Casinò è stato oggi stesso ma più di dirmi che l'estratto conto non è valido non ricevo altra risposta.

Sono connessa con altri Casinò online e non ho mai avuto questo tipo di problema.

Thank you ariannamastromarino for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, have a good day.

Grazie a lei, buona giornata.

Dear ariannamastromarino,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winsane Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winsane Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hello Arianna,

Thank you for your feedback and we wanted to let you know that we successfully reviewed your case in order to make this process smoother for you.

We understand that this process can be complex, however, only a small step is required in order for the verification process of your account to be completed for the time being and an e-mail detailing the next steps should be already in your inbox.

Additionally, we are more than happy to assist you with this or any other processes via chat or email. Should you have any further questions, please do not hesitate to contact us.

Have a lovely day! 🙂

Hello Everyone,

Are there any updates on this case?

Dear Arianna,

Could you please confirm if you’ve completed the steps outlined by the casino?

Hello Arianna,

We’ve sent you an email, please check it and contact us via Live Chat—our support team is here to help with the withdrawal processing.

Best regards,

Winsane Support Team

Dear ariannamastromarino,

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.

Yes I solved it, thank you very much and have a nice day

Si ho risolto, grazie mille e buona giornata

Dear ariannamastromarino,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo