Winabet365 Casino - Hráč má potíže s dokončením ověření účtu.

I registered and tried to deposit for a first deposit bonus. It never appeared and there was no way to reach out to Winabet to ask them why.

I still played for a while. I submitted my documents for verification, but nothing happened.

Soon, I figured something was fishy with this side and wanted to withdraw. I couldn't. I suspect it's because of lacking verification, which I've been waiting for over a month on.

The page says it has a 24/7 live chat but it doesn't. I've tried reaching out to their listed email several times but I've never gotten any reply.

I suspect this is just a dead betting side which remains up to scam people from getting their deposits back.

Dear jochez,

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 licensed casinos takes 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

I submitted my documents on March 15th - without receiving any updates. I have sent them several emails - without them ever replying. They state on their site they have a 24/7 live chat but it's non-existing.

I've never heard a word from them. They're completely non-responsive.

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

Hi jochez,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

I'd like to ask Winabet365 Casino to join this conversation and share more information regarding the case. Dear Winabet365, can you please provide any reasons why the player has been waiting for verification for such a long time? The player's also been struggling to contact your support, so I hope that you can assist on this matter.

Looking forward to hearing from you!

Best regards,

Natalia

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.

Hi jochez,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia