Wintopia Casino - La verificación del jugador se retrasa y las ganancias no están accesibles.

The amount I have won is 300 euros. I'm trying to verify my account, and they are asking for proof of residence. I sent a bank statement, and they are not accepting it. It has reached a point where I can't complete the verification process because I have tried too many times. I sent an email yesterday, January 18th, to the casino, but no one is responding. I've also tried countless times to get in touch through the 24/7 chat on their website, but have had no success there either. I feel abandoned and insecure, like the casino has been deserted and is just a ghost.

Το ποσο που έχω κερδίσει είναι 300 ευρώ. Προσπαθώ να κάνω επαλήθευση και μου ζητάει επιβεβαίωση κατοικίας, στέλνω κίνηση λογαριασμού τράπεζας και δεν μου το δέχεται. Έφτασε σε σημείο να μην μπορώ να κάνω επαλήθευση επειδή προσπαθούσα συνέχεια. Έχω στείλει mail από χτες 18/1 στο καζίνο δεν απαντάει κανείς, επίσης εχω προσπαθήσει άπειρες φορές να επικοινωνήσω με το 24/7 τσατ μέσα από την σελίδα ούτε και εκεί τα έχω καταφέρει. Νιώθω εγκατάλειψη και ανασφάλεια, λες και το έχουν παρατήσει και το καζίνο είναι φάντασμα.

Dear billykwn81,

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?

Have you provided the documents in English?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I have given all the documents and they do not accept only the Revolut bank statement specifically as proof of my residence. I have also sent them the last month's bank statement but also an account confirmation from the same bank that lists my name, my residential address, my postal code and all the information they need. The casino application no longer lets me try again because it exceeded the limit of attempts. All this yesterday. All the documents were in Greek. I have sent a message to the casino's email and I have not received any response. It has remained in this state.

εχω δώσει όλα τα έγγραφα και δεν μου δέχονται μόνο την κίνηση λογαριασμού τράπεζας Revolut συγκεκριμένα ως απόδειξη κατοικίας μου. Τους έχω στείλει και κίνηση λογαριασμού τελευταίου μήνα αλλά και επιβεβαίωση λογαριασμού της ιδιασ τραπεζας που αναγράφει το όνομα μου την διεύθυνση κατοικίας Μου οδο αριθμό τ.κ. Και όλα τα στοιχεία που χρειάζονται. Δεν με αφήνει πλέον η εφαρμογή του καζίνο να ξανά προσπαθήσω επειδή υπερέβη το όριο προσπαθειών. Όλα αυτά χτες. Όλα τα έγγραφα ήταν στα ελληνικά. Εχω στείλει μήνυμα στο mail του καζίνου και δεν έχω πάρει καμία απάντηση. Εχει μείνει σε αυτή την κατάσταση.

The issue was resolved, they contacted me today, the account was identified, everything is fine!!

Το θέμα επιλύθηκε, επικοινώνησαν μαζί μου σήμερα, ο λογαριασμός ταυτοποιήθηκε όλα καλά!!

Dear billykwn81,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru