Complaint #11
Winstoria Casino
Casino delays verification process
2 years ago
The casino has an automated verification process. It had been stuck for weeks until today when I contacted the casino support.
After a conversation in which the casino clarified that a typo I made during the registration process in my last name had been corrected in their system according to the verification documents I sent them, their automatic verification process stopped. Now their system says that my account cannot be verified (even though I uploaded all the documents they requested and the typo issue was resolved).
The chat then mentioned that I needed to email the KYC team about the verification issue (whatever the reason for the issue may be). I did this and attached all the necessary verification documents again, but no one has replied. I will forward my mail to the kyc team of the casino to the askgamblers.com support.
Please help askgamblers team - I have 1,200€ in this account and I cannot withdraw it because the casino is delaying the verification process for no apparent reason.
After a conversation in which the casino clarified that a typo I made during the registration process in my last name had been corrected in their system according to the verification documents I sent them, their automatic verification process stopped. Now their system says that my account cannot be verified (even though I uploaded all the documents they requested and the typo issue was resolved).
The chat then mentioned that I needed to email the KYC team about the verification issue (whatever the reason for the issue may be). I did this and attached all the necessary verification documents again, but no one has replied. I will forward my mail to the kyc team of the casino to the askgamblers.com support.
Please help askgamblers team - I have 1,200€ in this account and I cannot withdraw it because the casino is delaying the verification process for no apparent reason.
Dear casino team,
finally - an answer. It is always good to show casinos complaints that they have not responed to for days like I did this morning, see screenshots from my message to your casino chat this morning in my last respond to this complaint above.
As you are now finally answering, I am very happy to correct your false statements and draw attention to your business practices.
1. No, you have surely not emailed me at all - neither in relation to the unnecessarily delayed verification process, nor in relation to the flimsy gaming session verification process you are now running in the background. The truth is, you never communicated with me via email at all and I was always unknowing about what is going on and always had to ask your slow and unfriendly support chat to get information - period!
However, I am not surprised that you want to pretend on this complaint platform that you have communicated with me and that you have good customer service - this fits very well with the image that customers get of your non-existent service and communication offerings.
2. the verification of the gaming session is simply ridiculous. So ridiculous that I can do it for you live - here and now - without the need for a service provider or an IQ of over 50.
Here it comes: Attached to this message, the public will find the log from the gaming history of 28th of January (day of winning the amount that is supposed to be withdrawn) provided by your casino system.
The result: I played without bonus money and I played with €1 bets. I won and the casino lost. This is so simple that anyone can see it within a minute. But you ask the gaming provider to check it and it takes days and days and even more days without anything happening at all. Great job, guys!👍
The only reason you are doing this is because you are desperately looking for some ridiculous reason for not having to pay out the winnings.
I'm very sure you'll come up with one of those very creative reasons shortly and then try to justify it somehow with your T&Cs - as has happened with almost every other complaint on this platform about the casino. The askgamblers team should take a close look at this and I will do the same.
3. While we're on the subject of your T&Cs, which you're always waving around so eagerly: yes, if it's up to your T&Cs, you can do whatever you want.😃
It's full of unfair business practices that all and only have one single goal: To delay and prevent payouts to players. So, go ahead talking about dour T&Cs, but please don't think that constantly waving your T&C is somehow beneficial to your brand or considered fair by other players, who can live admire your practices in this complaint history. It's simply off-putting to hide unfair business practices behind T&Cs, and everyone sees that😉
finally - an answer. It is always good to show casinos complaints that they have not responed to for days like I did this morning, see screenshots from my message to your casino chat this morning in my last respond to this complaint above.
As you are now finally answering, I am very happy to correct your false statements and draw attention to your business practices.
1. No, you have surely not emailed me at all - neither in relation to the unnecessarily delayed verification process, nor in relation to the flimsy gaming session verification process you are now running in the background. The truth is, you never communicated with me via email at all and I was always unknowing about what is going on and always had to ask your slow and unfriendly support chat to get information - period!
However, I am not surprised that you want to pretend on this complaint platform that you have communicated with me and that you have good customer service - this fits very well with the image that customers get of your non-existent service and communication offerings.
2. the verification of the gaming session is simply ridiculous. So ridiculous that I can do it for you live - here and now - without the need for a service provider or an IQ of over 50.
Here it comes: Attached to this message, the public will find the log from the gaming history of 28th of January (day of winning the amount that is supposed to be withdrawn) provided by your casino system.
The result: I played without bonus money and I played with €1 bets. I won and the casino lost. This is so simple that anyone can see it within a minute. But you ask the gaming provider to check it and it takes days and days and even more days without anything happening at all. Great job, guys!👍
The only reason you are doing this is because you are desperately looking for some ridiculous reason for not having to pay out the winnings.
I'm very sure you'll come up with one of those very creative reasons shortly and then try to justify it somehow with your T&Cs - as has happened with almost every other complaint on this platform about the casino. The askgamblers team should take a close look at this and I will do the same.
3. While we're on the subject of your T&Cs, which you're always waving around so eagerly: yes, if it's up to your T&Cs, you can do whatever you want.😃
It's full of unfair business practices that all and only have one single goal: To delay and prevent payouts to players. So, go ahead talking about dour T&Cs, but please don't think that constantly waving your T&C is somehow beneficial to your brand or considered fair by other players, who can live admire your practices in this complaint history. It's simply off-putting to hide unfair business practices behind T&Cs, and everyone sees that😉
Winstoria Casino Complaint Stats
Resolved
7 / 7
Avg. Amount
$1,188
Avg. Complaint Duration
13 days
Avg. Response Time
2 days
Winstoria Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 4 out of 4 complaints in this category have been resolved.
This operator's average complaint duration is 13 days, while the average duration across all operators is 8 days.
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