WinWin Bet Casino - Il prelievo del giocatore è bloccato a causa di problemi relativi alla procedura KYC (Know Your Customer).

*URGENT*

Dear Casino Guru Team, I am filing this complaint against WinWin Casino because they are unjustifiably blocking a balance of €4,000 on my account, preventing me from even initiating a withdrawal request from the site.

At first, the platform worked great: I deposited and withdrew quickly and without any issues. As soon as the amount got large (€4,000), they started obstructing the KYC verification process.

I've been responding to all their requests for two days. I've already sent 24 attachments via email (ID, bank statements, photos of the physical Mooney card, and Google Pay screenshots proving the card matches the virtual device number). Despite providing irrefutable proof of my ownership, they continue to make up automated excuses to stall and not release my withdrawals.

I ask for your help to resolve this situation. I am ready to forward you all the evidence and the 24 attachments sent to the casino.

*URGENTE*

Gentile Team di Casino Guru, Apro questo reclamo contro WinWin Casino perché mi stanno bloccando ingiustificatamente un saldo di 4.000 euro, impedendomi persino di avviare la richiesta di prelievo dal sito.

All'inizio la piattaforma funzionava benissimo: ho depositato e prelevato in modo rapido e senza problemi. Non appena la cifra è diventata importante (4.000€), hanno iniziato a fare ostruzionismo con la verifica KYC.

Da due giorni continuo a rispondere a ogni loro richiesta. Ho già inviato 24 allegati via email (documento d’identità, estratti conto, foto della carta fisica Mooney e schermate di Google Pay che provano la corrispondenza tra la carta e il numero virtuale del dispositivo). Nonostante io abbia fornito prove inconfutabili della mia titolarità, continuano a inventare scuse automatiche per prendere tempo e non sbloccarmi i prelievi.

Chiedo il vostro aiuto per sbloccare questa situazione. Sono pronto a inoltrarvi tutte le prove e i 24 allegati inviati al casinò.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 takes 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? 

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, 

Attila