Nitrowinner Casino - KYCの問題により、プレーヤーの引き出しが遅れています。

I have played at nitrowinner for a month.

I cannot withdraw my funds due to the site using sumsub. All my documents get approved but then it says I failed KYC. This is due (I think) to when I was scammed two years ago. I was then blacklisted by sumsub and seemingly can never complete verification with them (despite all documents being valid and getting green ticks).

I informed nitrowinner of this, they confirmed my account was confirmed anyway. But when I have tried withdrawing it says I need to complete KYC.

I have informed Nitrowinner but they seemed to ignore that they said they had confirmed my account and just keep saying they will contact Sumsub.

Just going round in circles now.

Please help

Dear kikiwillmo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with your verification and withdrawal at Nitrowinner.

To help us fully understand your situation and proceed with resolving this, I would appreciate it if you could clarify the following:

• Can you confirm when you first registered at Nitrowinner and when the issue with KYC started?
• Have you had any successful withdrawals at Nitrowinner in the past, or was this your first withdrawal attempt?
• What exactly has Nitrowinner told you regarding the verification process, and do you have any written communication confirming their statements about confirming your account?
• Could you also forward any relevant communication, including emails or chats, that show your attempts to resolve this matter with Nitrowinner and Sumsub to petronela.k@casino.guru?

It's important for us to have this information to properly mediate the situation. Your cooperation is crucial to moving forward with this case, and without your input, we won’t be able to proceed.

We believe the casino itself should be able to complete the verification, especially under these unusual circumstances, and will try our best to assist you in resolving this matter.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!