Winota Casino - A conta do jogador está congelada e a verificação está atrasada.

Hello,

I am submitting this complaint because my account with Winota has been effectively frozen for almost a month, and my funds of approximately €3,680 are inaccessible. The account was immediately suspended when the KYC verification process started, and since then I have received no meaningful updates. I cannot withdraw, play, or deposit. Every time I try to bet, the message shown is:

"Account suspended. Contact customer support."

I contacted via Live Chat and they said they will escalate it to the manager but I haven't heard anything.

I have provided all documents requested by the casino, including:

government ID

selfie with ID

bank card

bank statement covering the requested period

transaction history showing all deposits to Winota

They have not requested anything further, so everything required has been submitted.

The KYC department has never replied to me despite multiple attempts to contact them directly. Customer support has only given generic, repeated messages such as:

"Your case is under review, we will notify you as soon as possible."

This has been going on for weeks with no concrete information or timeline.

Additionally, the public verification page on the Winota website leads to a 404 error, which prevents me from checking any status or uploading anything through that portal. I have a screenshot of this. Combined with the lack of responses, this suggests a problem with their internal verification process.

I have not broken any rules, I have only one account under my name, email, and phone number, and I have followed every instruction the casino has given me. Despite this, my account has been frozen, and my funds are completely inaccessible. The situation is causing significant stress.

However, I have seen that cases like this have been sorted with Casinoguru and Winota, and I trust them. So this is not a agressive complaint, but want to make sure everything is alright.

I am requesting that Guru investigates this matter and ensures that the casino completes the KYC verification promptly and releases my funds. I am ready to provide all relevant evidence, including emails, screenshots, chat transcripts, and submitted documents.

Thank you for reviewing my complaint.

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.

Dear blendibeqiri,

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 games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide the exact date of your initial verification request?
• Have you accumulated your funds with the help of bonus, please?

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,

Katarina

Hello,

Thank you for taking this matter into your attention.

Answering to the questions:

I focused on slots and live casino, playing a bit of both.

On 24. October came the first email from Winota asking for my documentations, which is totally acceptable. Fast forward a week on 31. October 2025 they asked them, and of course I provided anything. Then they said thank you and after that until this day 20. October 2025 they havent given any updates and kyc email is not giving also any response.

Dear blendibeqiri,

thank you for your reply.

• Have you accumulated your funds with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear blendibeqiri,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina