Winstoria Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Payouts are always declined for ridiculous reasons. Because the IBAN was entered with spaces. In addition, impossible things were asked for verification. In addition, you have to convert the deposit amount (WITHOUT BONUS) 40 times.

Auszahlung wir aus lächerlichen Gründen immer abgelehnt. Weil der IBAN mit Leerzeichen eingegeben wurde. Außerdem wurden unmögliche Sachen zur Verifizierung verlangt. Zudem muss man den Einzahlungsbetrag (OHNE BONUS) 40 x umsetzten.

Dear katholnigsandra,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account 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,

Petronela

Hello Petronela,

I have yesterday on 01.11. payment made in the morning. So 400 € because more is not possible per day. If I hadn't accidentally checked today and asked in the chat, I wouldn't have known anything about it.

I understand about the process. But why do you HAVE to take a selfie with your passport and the casino website in the background? What if you don't own a PC?

I have a feeling this is being done to delay payouts.

You don't get any information by mail about rejections ect.

Best regards

sandra

Hallo Petronela,

ich habe gestern am 01.11. am Vormittag die Auszahlung getätigt. Also 400 € weil mehr ist ja nicht möglich pro Tag. Wenn ich heute nicht zufällig nachgeschaut hätte und mich im Chaterkundigt wüsste ich gar nichts davon.

Ich verstehe das mit dem Prozess. Aber warum MUSS man ein Selfie mit dem Pass und im Hintergrund die Casinowebsite machen? Was ist wenn man keinen PC besitzt?

Ich habe das Gefühl, das wird gemacht um Auszahlungen zu verzögern.

Man bekommt auch keinerlei Infos per Mail zu Ablehnungen ect.

Herzliche Grüße

Sandra

Please close the case.

Bitte den Fall zu schließen.

We’ve closed this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.