Winwin Casino - Casino is not replying to my emails

Dear Winwin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear all,

This complaint has been reopened as per Winwin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Player,

First of all, we would like to apologize for the delay in responding and resolving your situation here.
As far as we have found out, our support team has sent to you an email dated 21.08.2024 that, unfortunately, a Driver's License is not considered a valid document for your account.


To solve this problem we kindly ask you to send us photos of either a passport or an ID card to the email [email protected]. The photos should not be edited, cropped or compressed, the background and all edges of the document should be present, all data and the whole document should be visible and readable in the photo. Photos must be in JPG or HEIC format. Note that we do not accept digital versions, scanned copies, screenshots or PDF / PNG files. The file size must be over 1 MB. For additional verification, we also require a selfie with a sheet of paper where the current date and time are written.The selfie must not be mirrored or edited.


Once the verification process is completed, access to your account will be restored.

Thank you!

Winwin, we've been here before. No e-mail was sent on the 21st of August, and i have proof of you subsequently further ignoring my attempts to follow your KYC procedure and unlock my account. Both by e-mail and your live chat. However, as i also suggested around 5 months ago, i think we should move on. I'm glad that you finally seem to think the same after all this time, and that you are possibly in fact not totally fraudulent. We shall see.

I am sending you a photo of my passport today, and expect this whole matter to be resolved soon. If not, we will carry on the dispute here and/or elsewhere.

Sincerely,
Peter

A long with the selfie, of course.

Dear Peter,

We are sorry to hear that you haven't received our email and such unpleasant situation has arisen. We have attached the email we sent to you on 21.08.2024, so we can assume that unfortunately something went wrong with the sending or the email could have ended up in the Spam folder.

Regarding your verification process, we have received your photos as well as provided you with the rules and requirements relating to completing verification process.

Please be advised that the document number recorded in your profile does not match the one provided. Kindly submit clear photographs of both sides of the document registered in your gaming account.

As soon as you provide the requested documents, access to your account will be restored. Thank you!

Now that is interesting. The e-mail you sent in November, where you first claimed to have contacted me on the 21st of August stated that this was the content on the email from 21.08.2024:

Dear User,

To disable 2-factor authentication, you need to provide a high-quality photo of your ID card to the support service via e-mail.

Regards,

Askgamblers, i can't seem to upload a screenshot, can you maybe enable this for me to showcase this e-mail? I think it would be useful information, to potential consumers considering using Winwin, that they act like this and stall payout processes with fabricated and unsent e-mails. The different wording in the e-mails claimed to have been sent clearly contradicts that i ever recieved one.

And Winwin, i have now sent photos of both my driver's license and passport. I am pretty sure that i do not have any recorded ID-documents in my profile (since you do not grant me access) - but if i had, it would be one of those two.
Can you please specify what kind of ID document you want me to send, if it is not a copy of my driver's license or passport?

Sincerely,
Peter

Dear Peter,

For our part we are also interested in successfull resolving your situation. We would be glad to complete the verification process and, as a result, restore access to your account. As mentioned earlier we kindly ask you to send the requested photos of the document that was specified in your account during registration. Otherwise, the verification process unfortunately cannot be completed.

If you have any specific questions about your documents, please continue communication with our support team. We are happy to help you with providing all the necessary information and restore access to your account.

Regards,
WinWin Casino.

I have just sent another e-mail in the current thread with Winwin's support. There i am asking what exact kind of documents are actually needed for me to upload. Let's see if i can get a sincere answer that makes sense - even though i have already uploaded all the types of ID documents in my possession.

Hello Peter,

Yes, we have received your email, so please keep being in touch with our support team regarding verification process and stay informed about the necessary documents. We would be glad to solve the issue with restoring your account.

Thank you and have a great day!

Dear AskGamblers,

The support team has yet again not replied to me. They should just be telling me what kind of document other than a Driver's License or Passport i need to upload (they can't, because those are the only relevant ID documents in this case.) Can you please mediate this proces to hurry things up? If Winwin continues their fraudulent stalling, can you consider blacklisting them from your site? At least that way something good will come out of this, so that other consumers might be warned.

Sincerely,
Peter

Dear Peter,

Our support team has sent to you the information regarding the documents needed. After this we did not get your answer or documents. Please follow the support team assist, they have provide you with all the necessary information regarding your verification process.

We are also interested in helping you and restoring your access, but there are common security rules for players in such cases.
We kindly ask you to provide the documents which were required in the last email. Thank you!

Dear @Basil96,

The AskGamblers Complaint Team is kindly asking you to assist the Winwin Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers Complaint Team,

I have not recieved any e-mail specifying what ID Documents are requested. I am hardly refusing to cooperate, since i already have uploaded my passport and driver's license.

I am attaching screenshots of my e-mail inbox/sent e-mails with the search word "winwin" ordered by date. There you will see that despite what Winwin claims, i have not recieved any answer. There will also be a screenshot of my mails sent to them, where both my passport and driver's license are attached and where i ask what other documents they would want.

Should you refuse to entertain the possibility that winwin is acting fraudulently, despite the attached evidence, i, and other members of AskGambler reading this thread, will surely have no other choice but to feel let down by you. That would really be a shame, since your purpose with these complaints are stated to be offering actual mediation to us, the contributors to this community.

Thank you for your cooperation.

Dear Peter,

Here in attachment by number 1 we add a screenshot of the email we have sent to you on 23.03.2025 replying to you regarding requested documents and the photos that you've sent before. Kindly remind you that all the information on photos must be readable and clearly visible.

We admit that there can be some issues with the email addresses on the domains Yahoo, Hotmail, Outlook and iCloud. In the rest of attachments we add screenshots of two emails sent to you on 12.11.2023 and 04.01.2024 with our recommendation to switch to Gmail domain on this purpose, as well as the instruction how to change email address in your account to avoid mailing issues.

We would like to emphasize that restoring your account is in our interests and priority. We will be happy to provide you with the necessary assistance for this, and we kindly ask you to assist us by following our instructions.

Taking into account that unfortunately mailing issues with Hotmail domain can be observed, we offer to use the alternative option. Please answer to the email in attachment 1 using another address: [email protected]

Waiting for your reply. Thank you!

Winwin,

As per your most recent attached screenshot, you, on the 23rd of March, refused passports as a KYC document, and replied that i could instead upload a driver's license. This is where we are now.

About two weeks ago however you uploaded, in this thread, a screenshot of a previous e-mail. There you were refusing driver's licenses as KYC. There you advised me to send a copy of my passport instead.

Obviously, you are able to recieve my e-mails and files - how else would you acknowledge and categorize my attached files, refuse them, and then reply that i am to upload another type of document?

AskGamblers, can you please confirm that you are witnessing this? I am proving, with hard evidence (Winwin is even proving it themselves with contradictory statements), that Winwin is deliberately hindering this procedure.

I have sent attachments of both passport and driver's license - both now proven to be recieved and refused by Winwin, who shifts between which one is acceptable and which one is not. What else can i do?

If this site wants to be credible to its community, AskGamblers will step in and at least acknowledge that the ball is in Winwins court. I have provenly followed the KYC procedure and more. Winwin is provenly and consistently lying and attempting to mislead me, and they are not even doing a good job hiding it.

I sincerely look forward to AskGamblers response

Dear Peter,

According to general rule, driver's license is not an identity document for the purposes of the player verification process. Only a passport can be such an identity document.

At first you sent a photo of a driver's license, but based on the rule above, a driver's license was not accepted and the support team requested a photo of your passport. However, given that you indicated a driver's license number as the document number in your profile, we also need to receive confirmation of it, along with a photo of your passport.

To clarify: your passport is needed to verify identity. And your driver's license -- to restore access to the account, since in your specific case, it is indicated in the profile.

Then about 7 months have passed since we received your previous driver's license photos, that is why we need to receive recent photos. The security service cannot accept photos for verification with such a period of lasting as 7 months.
Just for the record, we can verify our Customers only with recent photos, as the security of your account is important to us.

So we kindly ask you not to worry and follow our support team instructions in the email we have sent to you.
We have also specified for you in the email what certain documents and photos remained to be sent to restore your account. So waiting for your documents in the email.


We appreciate your cooperation!

I have now just sent an email to [email protected]. Attached are photos from today of my passport and driver's license. I have also taken a selfie today, where i hold a piece of paper where date and time are written on it. I have attached that as well, as that was a previous request.

I am attaching a screenshot here of the e-mail with the attached files.

We await your futher shenanigans, Winwin

Dear Peter,

Your verification process is successfully completed and your account is restored.
Thank you for cooperation!

Dear @Basil96,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear AskGamblers. My account does not seem to be restored. When trying to log in, it says my username or password is wrong (i'm confident that it isn't, unless Winwin has made changes). I have tried to log in by phone number and to reset my password via e-mail. I recieve no sms or e-mail on that account either.

I urge Winwin to contact me by e-mail, so that i can reset my password and log in.

To conclude: i have not gained access to my account yet, and this thread should stay open till i do so, or until you decide to blacklist this questionable company.

Regards,
Peter

Dear Peter,

Our support team will send you the email as soon as possible. We would be glad to assist you.

Dear AskGamblers,

I am attaching a screenshot of my e-mail inbox from today, while searching for "winwin". To no surprise, i have not recieved any new mail.

Can you please step up and put some pressure on Winwin? It cannot be in the interest of the AskGamblers community to continually showcase this lack of action against such obvious fraudulence.

Sincerely,
Peter

Dear Peter,

We are sincerely sorry that our emails have not been delivered to you. We kindly remind you about our repeated warnings that some technical issues may be observed with email boxes registered on the Hotmail domain.

We have also repeatedly suggested switching to another domain name to prevent such cases, and also sent instructions on how you can change your email address in your account with the new domain (the replies above).

We kindly ask you to write to our live chat and describe the problem there so that our support team can provide you with all the necessary assistance via live chat on the site.

Thank you!