Hello, I have a problem with winbet for 2 weeks, they are bothering me that they are reviewing 1 document and they are not telling me the deadline until they review it.

Здравейте имам проблем с winbet от 2 седмици ме мотаят че преглеждат 1 документ и не ми казват краен срок докато не го прегледат не мога да тегля това е много некоректно от тяхна страна и ако не стане с вас ще се свържа с други институции

Dear Илия,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised 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

to write to me 10 days or more ago that they are processing the document from the bank and until then I understand that it takes time but it took a long time and in general it takes up to several days. All other documents have been successfully processed only by the bank.

да писаха ми преди 10 дена и повече че обработват документа от банката и до там разбирам че отнема време ама то се мина много време а по принцип отнема до няколко дни . Всички други документи са обработени успешно само този от банката .

Is there a development every day I contact them and the same thing they tell me that it is processed I ask them if there is a problem what they doubt and they do not tell me anything I ask them for a deadline and they tell me that there is no deadline

Има ли развитие всеки ден се свързвам с тях и едно и също казват ми че се обработва питам ги дали има проблем в какво се съмняват и не ми казват нищо питам ги за срок и ми казват че не е определен срока

Thank you very much, Илия, for your reply. I will now transfer your complaint to my colleague Andrej 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.

Thanks, let's hope we deal with the problem

Благодаря дано се справим с проблема

Dear Илия,

I’m sorry to hear about your negative experience. I will try my best to resolve your case as soon as possible.

I would like to invite WinBet Casino to this conversation.

Dear WinBet Casino,

Can you please state the reason why Илия‘s player account has not yet been verified?

they speak the same document is processed but do not give a deadline or say anything follow your messages for 2 weeks

те говорят едно и също обработва се документа но не дават срок нито нищо казват следете си съобщенията вече 2 седмици

Are there any developments in my case, I see those from Lynn, there are none

Има ли развития по моя случай гледам тези от Лин ги няма никакви

Dear Илия,

Unfortunately, we have not received any response from the casino representative.

We would like to ask WinBet 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’.

Quite frivolous of them

Доста несериозно от тяхна страна

Dear Илия,

I apologize, but since we haven’t received any response from the casino in regards to your issue, we cannot continue resolving the complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.