Winsane Casino - A solicitação de retirada do jogador está atrasada devido à verificação não concluída.

For the past 5 days, I've been sending my documents every day. Verification seems to have worked, but there is an issue with the documents. I need to provide a selfie with my ID and my elbow visible, and I also need to upload the paysafe document that shows my deposit and my paysafe account with my name and account number. I have done everything, but they keep rejecting every withdrawal request.

Seit 5tage schick ich jeden Tag meine Dokumente,verifizieren hatts geklappt aber passt nicht mit Dokumente , muss eine Selfie mit Ausweis und der Ellenbogen muss drauf sein ,und paysafe Dokument wo ich eingezahlt habe und meine paysafe Konto hochladen mit meinen Name und Kontonummer,alles gemacht aber die lehnen jeder Auszahlung ab

Dear Valdet, 

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 confirm if you provided the casino with the requested selfie and statement from your PaySafe account? When exactly did you send these documents to the casino? Has any of them been approved?

When was the last time you communicated with customer support regarding your 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, 

Veronika

Dear Valdet,

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.

Everything worked, thanks

Hatt alles geklappt danke

Dear Valdet,

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, 

Veronika

Casino.Guru