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Complaint Title: Unjustified Delay and Repetitive KYC Requests for €24,000 Withdrawal – Winnita Casino

Description of the complaint:

I am filing this complaint regarding the failure to credit a withdrawal of €24,000, requested on June 28.

Even though I've completed the verification process and repeatedly submitted all the required documents—specifically, bank statements and screenshots of my deposits—the casino continues to request the same documentation over and over again, refusing to pay out my winnings.

I provided full cooperation with all KYC (Know Your Customer) checks, but after almost two months I still have not received the funds due nor a valid reason for this delay.

I am requesting the support of the Casino Guru team to mediate the situation and ensure that Winnita Casino proceeds with the payment of my legitimate winnings.

Titolo del reclamo: Ritardo ingiustificato e richieste KYC ripetitive per prelievo di 24.000 € – Casino Winnita

Descrizione del reclamo:

Presento questo reclamo in merito al mancato accredito di un prelievo di 24.000 €, richiesto in data 28 giugno.

Nonostante io abbia completato la procedura di verifica e inviato più volte tutti i documenti richiesti — nello specifico gli estratti conto bancari e gli screenshot dei depositi effettuati — il casinò continua a richiedere ciclicamente la stessa documentazione, senza procedere con il pagamento delle mie vincite.

Ho fornito la massima collaborazione per tutte le verifiche KYC (Know Your Customer), ma a distanza di quasi due mesi non ho ancora ricevuto i fondi spettanti né una motivazione valida per questo ritardo.

Chiedo il supporto del team di Casino Guru per mediare la situazione e fare in modo che Winnita Casino proceda al pagamento della mia vincita legittima.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without an active bonus? If you used a bonus, please provide its name or a link to the relevant promotion, if available.
• Has the casino explained why the documents you submitted as proof of deposit could not be accepted for KYC verification?
• Do you have an official bank statement in PDF format showing the relevant deposit, with your personal details fully visible? Such a statement could help confirm that you are the owner of the payment method used to deposit the funds.
• How many deposits have you made into this casino in total?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I played Gates of Olympus Super Scatter by Pragmatic.

I did not play with any kind of bonus.

They require a screenshot of the deposit I made with my full name and the transaction number. I sent it multiple times of course, but they ask for it every time.

I have a quarterly statement. I deposited between 100 and 200 euros.

Ho giocato alla gates of olympus super scatter di pragmatic.

non ho giocato con alcun tipo di bonus.

Richiedono uno screenshot del deposito che ho effettuato con il mio nome e cognome e il numero della transazione.. inviata piu volte ovviamente ma la richiedono ogni volta.

sono in possesso di estratto conto "trimestrale ". Ho depositato dai 100 ai 200 euro.

Could you please forward me the proof of deposit that you submitted to the casino for verification? My email address is veronika.f@casino.guru. Please also include the responses you received from the casino regarding this document, as well as any other communication concerning the additional verification requests they made.

I can see that you uploaded a PDF containing selected payment transactions from your bank. However, this document does not appear to be sufficient, as it does not contain the personal information requested by the casino.

Please note that the statement from your Intesa Sanpaolo account should be downloaded directly from your internet banking in PDF format and must not be edited or altered in any way.

Thank you for your cooperation.

Dear Asso1919,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru