Wintopia Casino - Player’s withdrawal process is delayed.

Hi my problem is that they asked me for all the documents and I sent them to them the last document they asked me PDF bank account statement that I promptly sent in PDF the current one that is April from there they started saying that it was older than 3 months then they disappeared completely in chat they always say the same thing to wait to the continuous emails they deny and do not respond. I would like some advice and not to lose the deposit plus the winnings how should I do? Who to report. Given that I play on many sites and the process is short and the documents requested are always the same and are considered good everywhere. But from what I see here too wintropia has terrible reviews

Dear medugno7979,

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 serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.