Winsmania Casino - プレイヤーの出金リクエストは拒否されています。

Hello!

I know this casino has a low rating. However, I registered a long time ago when its rating was unknown. I played slots and occasionally placed bets. Currently, I have 195€ left in my account, which I want to withdraw, but my withdrawal requests are being rejected. When I inquire about the reason in the chat, I'm told that verification hasn't been completed. This was almost a month ago.

I uploaded my documents for verification through the site several times, as they kept disappearing as if I hadn't uploaded anything. In customer support, I kept receiving contradictory answers about the status of my verification. For example, on 4/8/24, a representative told me that my passport and selfie were approved, but I needed to send a photo of the cover to the email. I sent the photo via email.

Sometime later, I checked on the status and found out that all documents still required verification. I sent a complete set via email again. Then, I was told that the quality was poor (though it was very good). I took new photos. After a week, I asked about the status again and was told to send them again. Why? This is some sort of endless loop. I don't understand. I am asking for help to withdraw my funds. I have all the chat transcripts as no one responds to emails.

Привет!

Я знаю, что у этого казино низкая оценка. Но я зарегистрировался там очень давно, когда его рейтинг был неизвестен. Я играл в слоты, иногда делал ставки. Сейчас на счету осталось 195€, я хочу их вывести, но запросы на вывод отклоняют. Я запрашиваю в чате причину, мне отвечают, что не пройдена верификация. Это было почти месяц назад. Я загружал документы для верификации через сайт, несколько раз, так как они пропадали. Как будто я ничего не загружал. В службе поддержки я получаю каждый раз противоречивый ответ о статусе верификации, например, 4/8/24 сотрудник сказал, что мой паспорт и селфи одобрены, но нужно фото обложки на почту. Я отправил на почту фотографию. Через некоторое время уточнил состояние - оказалось, что все документы требуют проверки. Я отправил на почту полный комплект. Потом мне сообщили, что плохое качество (хотя оно очень хорошее). Я сделал новые фото. Через неделю спросил состояние проверки, мне сообщили, что нужно снова отправить. Почему? Это какой-то замкнутый круг. Я не понимаю. Я прошу помочь вывести мои средства. У меня есть все стенограммы переписки в чате, так как по электронной почте никто не отвечает.

Dear Cintrol,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winsmania Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did you achieve your current balance with the help of a bonus? 
• Could you please list all the documents you submitted and the way you submitted them?
• Could you please share your most relevant communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Greetings, Thomas!

I didn't use the bonuses, I really don't like bonuses, as I had a bad experience.

Initially, I uploaded the documents to the site:

• passport
• selfie with passport
• receipt to confirm address

later in the chat they asked me to upload the passport cover, which I did. I uploaded these documents three times to the site, and then sent them by email three times. Only one document is marked verified on the site - proof of address.

I will send the transcripts to the specified email because the screenshot does not reflect all the information.

I would like to point out that at first (04/08/24) the support representative said that all documents were checked, only the passport cover was missing, and later it turned out that this was not the case. And the story does not end there

Приветствую, Томас!

Я не использовал бонусы, я очень не люблю бонусы, так как был неприятный опыт.

Первоначально я загрузил на сайт документы:

• паспорт
• селфи с паспортом
• квитанцию для подтверждения адреса

позже в чате попросили загрузить обложку паспорта, что я сделал. Я загружал эти документы три раза на сайт, а потом три раза отправил их на почту. На сайте отмечен проверенным только один документ - подтверждение адреса.

Я отправлю стенограммы на указанную почту, потому что скриншот не отражает всю информацию.

Отмечу, что сначала (04/08/24) представитель поддержки сказал, что все документы проверены, не хватает только обложки паспорта, а позже оказалось, что это не так. И история не заканчивается

Today I received a letter from the support service that

"Russian language documents are not accepted". No one had said this before and I had been sending documents for a month, asking in the live chat when they would check them. In this casino, every employee is on their own, if they even exist. I sent them a photo of my passport and a selfie with it

Сегодня я получил письмо от службы поддержки, что

«Russian language documents are not accepted». Ранее никто об этом не говорил и я целый месяц отправлял документы, спрашивая в лайв чат, когда же их проверят. В этом казино каждый сотрудник сам по себе, если они тут вообще есть. Я отправил им фото своего заграничного паспорта и селфи с ним

I understand your frustration.

We accept the situation in which the casino asks for documents that are not appropriate language to be translated.

I encourage you to provide the casino-translated documents in English if you haven't done so already.

Please let me know about any further developments.

I sent a photo of documents in English on 08/22/2024. As usual, I did not receive any feedback. On 08/28/2024, I requested the verification status. The next day, a support employee answered me that my document confirming the address was expired (more than 3 months) and I also needed a photo of the passport cover (?!). I sent the requested documents today (09/02/2024). That is, the verification story has been going on for more than two months and all the time I receive new requirements. But only if I ask about it. Otherwise, the casino representatives are silent

Я отправил фото документов на английском языке 22.08.2024. Как обычно, я не получил никакой обратной связи. 28.08.2024 я запросил статус проверки. На следующий день мне ответил сотрудник поддержки, что мой документ подтверждающий адрес просрочен (более 3 месяцев) и еще нужно фото обложки паспорта (?!). Я отправил сегодня (02.09.2024) запрошенные документы. То есть история с верификацией длится уже более двух месяцев и все время я получаю новые требования. Но только если я спрашиваю об этом. Иначе представители казино молчат

Thank you very much, Cintrol, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Cintrol,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Winsmania Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify what documents are verified and what are pending verification at the moment.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Cintrol,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under the Costa Rica license, the validity of which we cannot verify, and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia