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HemKlagom?lWinsane Casino - Spelarens vinstuttag har f?rsenats.
Winsane Casino - Spelarens vinstuttag har f?rsenats.
Automatiskt ?versatt:
Belopp:
A$4 000
Winsane Casino
S?kerhetsindex:H?gt
S?kerhetsindex
I enlighet med v?r granskningsmetodik har vi ber?knat casinots s?kerhetsindex baserat p? ?ver 20 faktorer, inklusive casinots ekonomi, sk?ligheten hos villkoren, spelarklagom?l och annat. Ju h?gre s?kerhetsindex, desto troligare ?r det att du f?r ut dina vinster utan n?gra problem.
The player from Australia had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained by that day. The player experienced significant delays and issues with her account verification process at Winsane Casino, leading to multiple requests for additional documentation, which she complied with. After intervention from our team, the casino approved her withdrawal requests, and she received most of her winnings. The final amount was initially reported as not received, but after further communication, it was confirmed that the remaining funds were eventually paid out. The issue was now resolved.
Spelaren fr?n Australien hade skickat in en uttagsbeg?ran mindre ?n tv? veckor innan hon kontaktade oss. Vinsterna hade inte mottagits den dagen. Spelaren upplevde betydande f?rseningar och problem med sin kontoverifieringsprocess p? Winsane Casino, vilket ledde till flera f?rfr?gningar om ytterligare dokumentation, vilket hon efterkom. Efter ingripande fr?n v?rt team godk?nde casinot hennes uttagsbeg?ran och hon fick ut merparten av sina vinster. Det slutliga beloppet rapporterades initialt som ej mottaget, men efter ytterligare kommunikation bekr?ftades det att de ?terst?ende medlen s? sm?ningom betalades ut. Problemet var nu l?st.
Stort tack f?r ditt klagom?l. Vi ?r ledsna ?ver att h?ra om problemet med ditt uttag och f?rst?r din oro. Du b?r dock t?nka p? att det ?r ganska normalt att uttag tar n?gra dagar eller till och med veckor att behandla. Det betyder att det kan ta lite tid innan dina pengar syns p? ditt konto. Denna f?rdr?jning kan orsakas av en ofullst?ndig KYC-verifiering eller ett stort antal uttagsf?rfr?gningar. D?rf?r r?der vi spelare att ha t?lamod, samarbeta fullt ut med casinot och v?nta minst 14 dagar efter att de har beg?rt sina uttag innan de skickar in ett klagom?l.
Om ditt konto har verifierats framg?ngsrikt, din spelhistorik har kontrollerats, ditt uttag har godk?nts av casinot och du fortfarande inte har f?tt dina vinster inom 14 dagar efter din uttagsbeg?ran, kommer vi att ingripa och g?ra v?rt b?sta f?r att hj?lpa dig. Tack p? f?rhand f?r ditt t?lamod och din f?rst?else.
Med v?nlig h?lsning, Centret f?r klagom?lsl?sning
PS: V?rt f?rsta svar genererades baserat p? de uppgifter du l?mnade n?r du skickade in ditt klagom?l. Om det har skett ett missf?rst?nd och problemet ?r annorlunda eller r?r mer ?n bara en f?rsenad utbetalning, beh?ver du inte oroa dig – vi kommer att granska detaljerna noggrant och ?terkomma till dig s? snart som m?jligt. Tack f?r ditt t?lamod.
Dear mshmanderson,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you. Thank you in advance for your patience and understanding.
Best regards, Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Jag s?g till att jag var verifierad innan jag ens b?rjade spela, och n?r jag f?rs?kte ta ut pengar v?grade de att till?ta det och ?ndrade min status till overifierad, och nu verifierar de inte mitt konto. Sedan kom de med alla dessa konstiga f?rfr?gningar om mer dokumentation, som jag tillhandah?ll allt de beg?rde och mer till, men de verifierar fortfarande inte mitt konto.
I made sure that i was verified before i even commenced playing and then when i tried to withdraw funds they refused to allow it and changed my status to unverified and now they won't verify my account. Then made all these strange requests for more documentation which I supplied everything they requested and more, however they still will not verify my account.
K?ra mshmanderson, l?t mig st?lla n?gra fr?gor till dig s? att jag kan f?rst? hela situationen helt och h?llet.
Har du f?r n?rvarande ett v?ntande uttag p? ditt konto? Om ja, kan du skicka en sk?rmdump av det?
Har du skickat in alla dokument som casinot beg?rde, inklusive s?dana som f?delsebeviset och f?r?ldrarnas r?kning f?r el och vatten?
Har casinot gett dig n?gon officiell anledning till att v?gra verifiera ditt konto?
Har du n?gonsin lyckats ta ut pengar fr?n det h?r casinot tidigare?
Kan du dela din kommunikation med casinot? Skicka e-postmeddelanden eller chattranskript till min e-postadress p? [email protected] eller posta sk?rmdumpar h?r.
Jag hoppas att vi kan hj?lpa dig att l?sa detta problem s? snart som m?jligt. Tack s? mycket p? f?rhand f?r ditt svar.
Dear mshmanderson, please allow me to ask you a few questions, so I can understand the whole situation completely.
Do you currently have a pending withdrawal in your account? If yes, could you please send a screenshot of it?
Have you re-submitted all the documents the casino requested, including ones like the birth certificate and parental utility bill?
Has the casino given you any official reason for refusing to verify your account?
Have you ever been able to successfully withdraw from this casino in the past?
Could you please share 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Tack f?r ditt svar och f?r din hj?lp med detta klagom?l. V?nligen hitta svar p? dina fr?gor nedan:
---
1. Har du f?r n?rvarande ett v?ntande uttag p? ditt konto?
Ja. Jag har ett v?ntande uttag som inte har behandlats p? grund av att casinot v?grar att verifiera mitt konto.
> (uttaget v?ntar men ?r l?st p? grund av overifiering.)
---
2. Har du skickat in alla dokument som casinot beg?rde, inklusive f?delsebevis och f?r?ldrarnas r?kning f?r el och vatten?
Ja. Jag uppfyllde alla krav, ?ven de som inte anges i deras villkor, inklusive:
Ett f?delsebevis (som inte ing?r i deras publicerade KYC-lista),
En r?kning i mina f?r?ldrars namn,
Flera bankutdrag,
Ett myndighetsutf?rdat meddelande om intr?ng som bevis p? adress,
En resultatr?kning,
Och mitt fotolegitimation.
De fortsatte att stoppa och v?grade att godk?nna mitt konto trots att de f?ljde reglerna fullt ut.
---
3. Har casinot gett dig n?gon officiell anledning till att v?gra verifiera ditt konto?
Nej. Jag har inte f?tt n?gon tydlig eller konsekvent f?rklaring. Jag har f?tt h?ra av minst fem olika agenter (Silver, Eddie, Delilah tv? g?nger och Riven) att:
Mina dokument granskades,
Att nya dokument kr?vdes,
Att min adress inte kunde verifieras – inte ens efter att jag l?mnat in dokument som tydligt visar mitt namn och min adress.
M?lstolparna flyttades hela tiden utan n?gon uppenbar anledning.
---
4. Har du n?gonsin lyckats ta ut pengar fr?n det h?r casinot tidigare?
Nej. Detta ?r mitt f?rsta f?rs?k att g?ra ett uttag, och jag har blivit blockerad fr?n att g?ra det sedan jag inledde beg?ran.
---
5. Kommunikation och bevis
Jag har:
Fullst?ndiga e-postkedjor,
Flera chattranskriptioner med agenter,
Sk?rmdumpar av inskickade dokument,
En komplett tidslinje ?ver h?ndelser,
En juridisk sammanfattning som h?nvisar till deras policy?vertr?delser och integritetsintr?ng.
---
V?nligen bekr?fta din f?redragna metod f?r att ta emot hela dokumentationspaketet. Jag uppskattar verkligen din hj?lp med att s?kerst?lla att detta ?rende f?r den granskning det f?rtj?nar.
Med v?nliga h?lsningar,
Helen
---
Dear Dominika,
Thank you for your reply and for assisting with this complaint. Please find answers to your questions below:
---
1. Do you currently have a pending withdrawal in your account?
Yes. I have a pending withdrawal that has not been processed due to the casino refusing to verify my account.
> (the withdrawal is pending but locked due to unverification.)
---
2. Have you re-submitted all the documents the casino requested, including birth certificate and parental utility bill?
Yes. I complied with all demands, even those not listed in their Terms & Conditions, including:
A birth certificate (which is not part of their published KYC list),
A utility bill in my parent’s name,
Multiple bank statements,
A government-issued infringement notice as proof of address,
An income statement,
And my photo ID.
They continued to stall and refused to approve my account despite full compliance.
---
3. Has the casino given you any official reason for refusing to verify your account?
No. I have not received any clear or consistent explanation. I have been told by at least five different agents (Silver, Eddie, Delilah twice, and Riven) that:
My documents were under review,
That new documents were required,
That my address could not be verified—even after I submitted documents clearly showing my name and address.
The goalposts kept shifting with no transparent reason.
---
4. Have you ever been able to successfully withdraw from this casino in the past?
No. This is my first attempt to withdraw, and I have been blocked from doing so since initiating the request.
---
5. Communication and Evidence
I have:
Full email chains,
Multiple chat transcripts with agents,
Screenshots of submitted documents,
A complete timeline of events,
A legal summary citing their policy breaches and privacy violations.
---
Please confirm your preferred method for receiving the full documentation bundle. I genuinely appreciate your help in ensuring this case receives the scrutiny it deserves.
B?ste mshmanderson, baserat p? sk?rmdumpen du laddade upp ser jag inga tecken p? att det finns n?got p?g?ende uttag p? ditt konto.
Jag vill ocks? meddela att jag inte har mottagit n?gon kommunikation fr?n dig via e-post p? [email protected] Om du har chattranskriptioner, e-postmeddelanden med casinot eller annan viktig dokumentation, v?nligen vidarebefordra dem till min e-postadress s? att jag kan granska dem ordentligt.
Har du f?tt n?gon uppdatering fr?n casinot ang?ende din kontoverifieringsstatus sedan v?rt senaste meddelande? All ny kommunikation fr?n dem kan hj?lpa oss att bed?ma den nuvarande situationen mer exakt.
Dear mshmanderson, based on the screenshot you uploaded, I do not see any indication of a pending withdrawal currently visible in your account.
Also, I would like to let you know that I have not received any communication from you via email at [email protected]. If you have chat transcripts, emails with the casino, or other important documentation, kindly forward them to my email so I can properly review them.
Have you received any update from the casino regarding your account verification status since our last message? Any recent communication from them could help us assess the current situation more accurately.
Jag har vidarebefordrat alla chattranskriptioner med Winsane och annan e-postkommunikation mellan Winsane och mig sj?lv till [email protected] e-postadress enligt beg?ran.
Jag har ingen sk?rmdump p? de v?ntande uttagen eftersom Winsane sedan dess har avvisat uttagen, som ni kan se i den tidigare bifogade sk?rmdumpen, och sedan dess har ?ndrat statusen f?r mitt konto till overifierad. Jag kan inte p?b?rja n?gra ytterligare uttag f?rr?n de ?ndrar kontostatusen tillbaka till verifierad, men det ?r det hela problemet handlar om. Att Winsane inte verkar vilja verifiera mitt konto, ?ven efter att jag har uppfyllt alla f?rfr?gningar och kriterier. Nu ?r de bara orimliga och p?tr?ngande.
Med v?nliga h?lsningar
Helen A.
Dear Dominika,
I have forwarded all chat transcripts with Winsane and other email communication between Winsane and myself to the [email protected] email address as requested.
I do not have a screenshot of the pending withdrawals as Winsane has since rejected the withdrawals as you can see in previous attached screenshot and since changed the status of my account to unverified. I am unable to commence any further withdrawals until they change account status back to verified, however, this is what this entire issue is about. The fact that Winsane don't seem to want to verify my account, even after I have satisfied all requests and met all criteria. Now they are just being unreasonable and intrusive.
B?ste mshmanderson, har n?got ?ndrats sedan du senast l?mnade in dokumenten? ?r ditt konto fortfarande overifierat, eller har casinot uppdaterat din verifieringsstatus?
Dear mshmanderson, has anything changed since you last provided the documents? Is your account still unverified, or has the casino updated your verification status?
Hej. Jag fick det h?r mejlet fr?n Winsane. Det h?r ?r helt absurt. De beg?r nu ytterligare dokumentation som jag tidigare har l?mnat, och den var acceptabel. Nu visar det sig att de inte var ?rliga n?r de skrev att allt var accepterat, bara ett krav beh?vde uppfyllas ang?ende dokumentet om namn?ndringsf?rklaringen, och efter att ha skickat in det slutgiltiga beg?rda dokumentet forts?tter de faktiskt att beg?ra mer. Det h?r ?r ingen tvekan om 100 % f?rhalningstaktik. Jag kommer att forts?tta att tillhandah?lla det de ber om och forts?tta att behandlas som en d?re. Fr?gan ?r hur l?nge till kommer det h?r spelet att forts?tta innan n?gon med befogenhet h?ller dem ansvariga f?r att de undanh?llit mina pengar?
Helena
E-post fr?n Winsane:
"Hej,
Vi hoppas att du m?r bra av det h?r mejlet.
F?r att uppr?tth?lla en s?ker och kompatibel spelmilj? beh?ver vi din hj?lp med en viktig kontoverifieringsprocess.
F?rst och fr?mst vill vi g?rna meddela att adressen p? ditt konto har verifierats. Tack f?r din hj?lp hittills!
F?r att slutf?ra verifieringsprocessen, v?nligen tillhandah?lla f?ljande dokument:
1. V?nligen ladda upp ett foto p? baksidan av ditt k?rkort. B?da sidor av dokumentet m?ste laddas upp f?r verifiering, och v?rt verifieringsteam har hittills bara mottagit en sida.
2. F?r att p?skynda verifierings- och uttagsprocessen ber vi dig v?nligen att tillhandah?lla ett fotografi p? dig sj?lv som inkluderar b?de ditt k?rkort och en lapp p? ett rutigt eller linjerat papper. Lapptet ska tydligt ange "Hej Winsane" tillsammans med aktuellt datum.
Att se till att pappret har ytterligare texturer, s?som ett rutigt eller linjerat m?nster, hj?lper oss att validera bildens ?kthet.
Se dessutom till att armb?gen och pannan ?r fullt synliga och att uppgifterna p? ditt ID-dokument ?r fullt l?sbara.
Vi bifogar en mall f?r att ge ett tydligare exempel p? vad v?rt verifieringsteam kommer att leta efter.
Du kan ladda upp dem s?kert genom att logga in p? ditt casinokonto och bes?ka fliken "Verifiering" som finns i avsnittet "Mitt konto". Om du har n?gra problem eller fr?gor, tveka inte att kontakta v?rt supportteam via livechatt eller detta e-postmeddelande.
Tack f?r din f?rst?else och ditt samarbete!
Med v?nliga h?lsningar,
Med v?nliga h?lsningar,
Winsane Casino supportteam
Hi. I received this email from Winsane. This is absolutely absurd. They are now requesting yet further documentation which I've previously supplied and this was acceptable. Now it turns out they were not truthful when they wrote stating everything was accepted only one requirement needed to be fulfilled regarding the deed poll document and upon submitting the final requested document they are actually continuing to request more. This is no question at all 100% stall tactics. I will continue to supply what they're asking for and continue to be treated like a fool. Question is how much longer will this game playing go on for before someone with the authority holds them accountable for withholding my money?
Helen
Email from Winsane:-
"Hello,
We hope this email finds you well.
To maintain a secure and compliant gaming environment, we need your assistance with an essential account verification process.
First, we are happy to inform you that the address on your account has been successfully verified. Thank you for your help so far!
To complete the verification process, please provide the following documents:
1. Please upload a photo of the back side of your Driver's Licence. Both sides of the document must be uploaded for verification, and our verification team has only received one side so far.
2. To expedite the verification and withdrawal process, we kindly request you to provide a photograph of yourself that includes both your Driver's Licence and a note on a checkered or lined piece of paper. The note should clearly state "Hello Winsane" along with the current date.
Ensuring that the paper has additional textures, such as a checkered or lined pattern, will assist us in validating the authenticity of the image.
In addition, please make sure that the elbow& your forehead are fully visible & the details on your ID document are fully readable.
We are attaching a template to provide a clearer example of what our verification team will be looking for.
You can securely upload them by logging into your casino account and visiting the ""Verification"" tab found in the section ""My Account"". If you have any difficulties or questions, don't hesitate to reach out to our support team via live chat or this email.
Tack s? mycket, mshmanderson, f?r att du tillhandah?llit den n?dv?ndiga informationen. Jag kommer nu att vidarebefordra ditt klagom?l till min kollega Jana ( [email protected] ) som st?r till din tj?nst. Jag ?nskar dig lycka till och hoppas att problemet kommer att l?sas till din bel?tenhet inom en snar framtid.
Thank you very much, mshmanderson, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Mitt namn ?r Jana och fr?n och med nu kommer jag att hj?lpa dig att l?sa ditt klagom?l. Jag beklagar att ditt uttag har blivit f?rsenat. Jag kommer att kontakta casinot och g?ra mitt b?sta f?r att l?sa problemet s? snart som m?jligt.
Nu vill jag bjuda in en representant f?r Winsane Casino att delta i denna diskussion och delta i l?sningen av detta klagom?l.
K?ra casino, kan ni v?nligen ange orsaken till att spelarens uttag ?nnu inte har behandlats?
Tack p? f?rhand f?r att du tillhandah?ller informationen.
Dear mshmanderson,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Winsane Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Vi skulle vilja be casinot att svara p? det h?r klagom?l. Vi f?rl?nger svarstiden med 7 dagar. Om casinot inte svarar inom den angivna tiden kommer vi att avsluta klagom?let som "ol?st", vilket kan p?verka casinots betyg negativt.
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.
Tack f?r att du uppm?rksammade oss p? detta. Vi bekr?ftar att detta f?r n?rvarande utreds av v?ra team och att vi kommer att ge en l?sning inom kort.
Tack f?r ditt t?lamod och vi ?nskar dig en fin dag!
Winsane Casino
Hello,
Thanks for bringing this into our attention. We confirm that this is being currently under investigation with our dedicated teams and we'll provide a resolution shortly.
Thank you for your patience and we wish you a lovely day!
Tack f?r m?jligheten att ge ett svar p? denna fr?ga.
Vi ?r glada att kunna meddela att din senaste uttagsbeg?ran godk?ndes av v?rt relevanta team som ett undantag, och vinsterna borde redan vara p? v?g till ditt bankkonto. Vi vill ocks? betona att de senaste uttagsbeg?randena avvisades p? grund av att den dagliga gr?nsen, som ?r satt till 700 EUR eller motsvarande i andra valutor, ?verskreds. Vi ber dig v?nligen att ha denna gr?ns i ?tanke f?r framtida transaktioner. Om du har ytterligare fr?gor eller funderingar, tveka inte att kontakta v?rt supportteam via chatt eller e-post.
Vi anser att dessa ?tg?rder visar v?rt engagemang och v?r ?ppenhet f?r en anv?ndarv?nlig upplevelse.
Tack f?r din f?rst?else och ditt samarbete.
Med v?nliga h?lsningar,
Winsane supportteam
Hello,
Thank you for the opportunity to provide a response to this matter.
We are pleased to inform you that your last withdrawal request was approved by our relevant team as an exception, and the winnings should already be on their way to your banking account. We would also like to emphasize that the recent withdrawal requests were declined due to exceeding the daily limit, which is set at 700 EUR or its equivalent in other currencies. We kindly ask you to keep this limit in mind for future transactions. Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.
We believe these actions demonstrate our dedication and openness to a user-friendly experience.
Bara en snabb uppdatering. V?ntar fortfarande p? de sista 1500 dollarna. Jag har kommunicerat med winsane ang?ende detta och antar att jag bara v?ntar ett par dagar till.
Med v?nliga h?lsningar
Helen
Hello.
Just a quick update. Still waiting on the final $1500. I have communicated with winsane regarding this and will just wait a couple more days i guess.
Winsane s?ger nu att pengarna har kommit in p? mitt konto, men det har de inte. Jag har laddat upp mitt kontoutdrag till dem som bevis p? att det inte har gjorts.
Helen
Hello.
Winsane are now stating that the money has gone into my account and it has not. I've uploaded my bank statement to them to show proof that it hasn't.
Vi ?r glada att h?ra att ditt problem har l?sts. Vi kommer att markera klagom?let som "l?st" i v?rt system. Vi uppskattar ditt samarbete och din bekr?ftelse. Om du n?gonsin st?ter p? problem med detta eller n?got annat casino i framtiden, ?r du v?lkommen att kontakta v?rt klagom?lshanteringscenter. Vi finns h?r f?r att hj?lpa dig.
Som ni vet tar vi inte betalt f?r v?ra tj?nster och vi accepterar inte heller n?gra dricks. Vi skulle dock uppskatta om ni kunde ta en stund att dela med er av er upplevelse av v?ra tj?nster p? Trustpilothttps://www.trustpilot.com/evaluate/www.kpvfaw.com . En ?rlig recension, tillsammans med eventuella f?rslag p? f?rb?ttringar, skulle vara ov?rderlig. Er feedback kan hj?lpa andra som funderar p? att kontakta oss f?r hj?lp med problem relaterade till onlinekasino.
Tack p? f?rhand f?r din tid.
Med v?nliga h?lsningar,
Jana
www.kpvfaw.com
Dear mshmanderson,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
www.kpvfaw.com ?r en oberoende k?lla till information om onlinecasinon och onlinecasinospel, som inte kontrolleras av n?gon speloperat?r eller n?gra andra institutioner. Alla v?ra recensioner och guider skapas med st?rsta objektivitet och ?rlighet, efter b?sta k?nnedom och bed?mning av medlemmarna i v?rt oberoende expertteam. De ?r emellertid endast avsedda som informationsunderlag och ska varken tolkas som, eller anses vara, r?dgivning i juridisk mening. Du ska alltid sj?lv s?kerst?lla att du uppfyller alla r?ttsliga skyldigheter innan du spelar p? ett utvalt casino.
