Winsmania Casino - Игрок сталкивается с трудностями при проверке KYC.

I would like to submit a complaint regarding KYC issues. I found this casino on casino.guru a few months ago. Made around 5 crypto deposits in this casino. The last depo was connected to a 300% bonus that was offered via email (attached). I wagered the bonus and had 3300€ winnings left on my account (attached). I was told I need to verify my account by the live chat (attached). Their verification upload site does not work so I sent my docs via email to support@winsmania.com. I am waiting for a reply or confirmation that my documents were received for 3 days now.

Chat cant help either (attached).

I am starting to feel this casino is a scam. Maybe guru is able to get ahold of the responsible person for KYC.

Regards

Dear PrinceNaseem,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Dear Petronela,

I appreciate the swift answer. I do understand the importance of KYC procedures. In this specific case, I did not get any reply or confirmation from the support that my documents were received. I find this higly problematic since this process involves sensitive personal data. And leaving the customer in the dark raises concerns.

I do not mind waiting for a week until the KYC process is finished. However, I do mind not being informed if my documents were received and in the hands of the right people, especially when the documents need to be send via email.

I talked again to the live chat today, I was told that my KYC check is scheduled for tomorrow.

I would like to wait and see if I get a reply of the respective KYC department tomorrow.

Regards

Thank you very much, PrinceNaseem, for your patience and understanding. Please allow a few more working days for the casino to process your personal documents and keep me informed about any further developments.

As it seems the casino received my documents although I am not really convinced of it.

I am told by live chat agents that my documents will be checked by the end of the day for the last three days now.

Until now I did not receive a single reply to my email regarding my documents.

However, I get spammed with high percentage bonus offers day by day.

Right now I am surely unconfindent that this company does honest buisness.

I fully understand your frustration, PrinceNaseem. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

After 10 days the casino answered regarding my account verification.

And as I expected, one of my documents was rejected for no obvious reasons.

"Hello, your proof address is rejected. You need to send a paper-based English language document."

Only two sentences that tell a lot. Firstly, my proof of address was an original pdf file showing my latest bank account statement. This type of document was accepted in all other casinos I ever played in before.

Secondly, they make an absurd request by asking for an english based document.

I live in Germany which means there is no document written in english that could possibly proof my address.

I requested further Information and to specify what exact document I am expected to provide.

This casino plays for time hoping I will gamble away my winnings and makes preposterous requests.

Clearly tools of a rogue casino.

Thank you very much, PrinceNaseem, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello PrinceNaseem,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although most casinos are able to accept documents in various most known languages, it is quite usual that sometimes casinos can request some documents to be translated into the English language. I will contact the casino to shed more light on this.

We would like to invite Winsmania Casino to join the conversation.

Dear Winsmania Casino,

I understand that you can request certain documents to be translated into the English language, but German documents are usually accepted without the need for a translation in most casinos. Can you please provide us with information on why the player's documents were not accepted?

Hello Michal,

thanks for trying to involve the casino in this conversation.

Sadly the casino did not reply.

I talked to my bank and asked for an english based account statement like the casino requested it.

The employee was actually surprised and asked for the reason. After I explained the circumstances, I was told that such bank statement does not exist.

In fact he asked me why a company would request an english based bank statement since the only word that would be translated is the german word for account statement and the page count on the bottom.

The rest on it is my address, the bank details and the table listing my transactions all in latin script.

As I wrote in my earlier post - an absurd request only a scam casino would make.

Nevertheless, I asked for a paper based account statement which, once received, I will send to the casino.

I hope they will accept it and I can finally withdraw my winnings.

Regards

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 PrinceNaseem,

Thank you for the update. Although Winsmania Casino has not responded to me yet, it is advisable to provide them with the requested bank statement. I have my fingers crossed that this is the only obstacle. Please keep me updated.

Dear Michal,

I received the bank statement, made photos of it and sent it to the casino on the 29th.

I did not get any reply as of now. I will give it some more time and hopefully get a positive answer next week.

Regards

Dear PrinceNaseem,

I managed to get in touch with the casino representative. I'm awaiting further information from their team about the documents you have provided, hopefully, we can sort the situation out.

Dear PrinceNaseem,

So I've received an update about your verification. All the documents have now been accepted, and the KYC should be done. However, while checking your gameplay, the casino team discovered that you have played a game from the restricted games list as mentioned in the casino's bonus T&Cs.

I've managed to get an agreement with the casino representative that your winnings will not be voided, but the gameplay or wagering that was done in the restricted game will not be counted toward the bonus wagering requirement. You will be informed via email by the casino team what the remaining wagering requirement is. Once this is done, you should be eligible for the withdrawal of your winnings, which will be available in your balance after the bonus wagering requirements are fulfilled.

Just please make sure you don't play a game from the restricted games list.

Dear Michal,

this is at least partially good news. I am greatful that you managed to establish a conversation with the casino and my account is finally KYC verified. Thank you very much.

Unfortunately the casino accuses me wrongly. At the time wagering the bonus I checked their bonus terms before playing each slot. Since I had problems of similar type in the past, I always make screenshots of the important bonus terms. In this specific case, I have hard proof that the game of concern - Odins Gamble - was not listed as restricted slot.

This means the terms were changed retrospectively.

As my KYC verification process took one month, its not unlikely that their terms were changed in the meantime.

I ask you to provide me with an email address I can send the screenshots to.

Once you examine my screenshots you will notice that they carry a timestamp that will verify my statement.

Regards

Dear PrinceNaseem,

Please forward any evidence to me at michal.k@casino.guru. I will double-check it with the casino team.

Dear Michal,

I sent the evidence to your above mentioned email address.

I also provided Winsmania with my proof asking them kindly to restore my full balance of 3300€.

I checked the internet archive through wayback machine and found out that changes to the website were made on the 2nd and 21st of December.

My gameplay happend on the 6th and 7th of December nowhere close to those dates.

I hope the casino handles this matter faithfully and let me withdraw my fair won money.

Best Regards

Dear PrinceNaseem,

Thank you for your email and the attached screenshots. After thoroughly examining the relevant information, it's perplexing that your screenshots don't display the disputed game "Odins Gamble" in the bonus Terms and Conditions. However, additional evidence from both the casino team and the internet archive confirms that the restricted game was unquestionably listed in the bonus Terms and Conditions since at least July 2023—well before your gaming session. (We have supporting evidence for this assertion). While I understand that my response may not meet your expectations, given these findings, we align ourselves with the decision made by the casino team. As mentioned earlier, only the remaining wagering, approximately 20%, needs completion, and this requirement appears fair. Based on the information received, the timeframe for meeting the wagering requirements has been extended by an additional day for your convenience. I strongly recommend that you promptly proceed with fulfilling these conditions at your earliest convenience to ensure the receipt of your winnings.

Dear Michal,

I personally still dont think the actions taken by the casino are justified.

I can truthfully argue that the game was not listed on the mobile version casino site proven by my screenshots.

However, I appreciate your continuous effort trying to solve this complaint and I respect your ruling in this case.

Therefore I will accept the decision and consider this complaint resolved.

Thanks

Regards

Dear PrinceNaseem,

I appreciate your understanding. While I understand the outcome may not fully meet your satisfaction, allowing you to fulfill the bonus wagering to potentially claim your winnings seems to be a fair resolution, as previously mentioned.

Please ensure that you complete the wagering on a non-restricted slot. I wish you the best of luck in your wagering endeavors 🤞, and who knows, you might even secure additional winnings.

I believe the situation has been satisfactorily explained. Kindly confirm once more if you consider this complaint to be resolved.

Dear Michal,

I can confirm that I consider this complaint resolved.

I am greatful for your help through the whole process.

Best regards

Thank you for the confirmation, PrinceNaseem. I'm pleased that we could assist you in achieving a satisfactory resolution to your issue.

As per the player's confirmation, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino.Guru