Withdrawal denied several times

Dear all,

Kindly be informed that we have been provided with valid evidence that the complainant's casino account had not been fully verified at the time of complaint's publishing, something out team was not informed by the player. Therefore we came to understanding the player's original claim was not justified and we have no other option but to mark its status as Rejected.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

My withdrawal has been completed thank you.
I would like to add that you stated I had not supplied the necessary documents yet you have paid my withdrawal without me sending more documents. With respect you already had all the documents you required. Ty and ty ask gambler's for your help

Dear HARDEL686868,

We sincerely apologize for any inconvenience you've experienced while using our services.

Upon a thorough review of your case, we wish to provide clarification regarding the ongoing verification process. While you successfully completed the onsite identity verification, it has come to our attention that the verification of your payment methods is still pending.

It's important to note that the verification of card or bank documents is a separate step, and an email outlining the necessary KYC (Know Your Customer) requirements has been sent to you. Unfortunately, none of these documents have been provided during the onsite verification of your identity.

We would like to draw your attention to our Terms and Conditions, specifically sections 9.1 and 9.5, available on our website:

9.1: Wintopia Casino will not process any withdrawal request until the player account and identity are successfully verified.
9.5: All withdrawal requests undergo daily review from 9:00 to 18:00 (GMT+3) and are processed within 24 hours following a successful identity and account verification. Please note that weekends and bank holidays may impact these timeframes. Faster withdrawals may be available based on the player's VIP status and depositing activity. It's crucial to acknowledge that payment processing is subject to the policies and business hours of the involved financial institutions.

We want to assure you that our operations strictly adhere to the terms you agreed to upon account creation. Once you provide the requested documents to our KYC team and your account undergoes full verification, we will promptly process your withdrawal requests.

Our commitment is to maintain a pleasant gaming environment while adhering to globally established procedures related to KYC and AML (Anti-Money Laundering).

The reason for the delay in processing your withdrawals is the incomplete KYC process on your end. Based on all of the above, we would like to kindly share our perspective that the complaint is not justified.

Thank you for your understanding.

Sincerely,
Wintopia