Hello dear casino guru team

I try to explain my case as simply and accurately as possible. Recently, i registered an account at winwin.bet website and deposited 9605 RUB into my account using DGB cryptocurrency. I managed to make my balance to 44374 RUB without using any bonus. Then i tried to withdraw from my account and i was asked to email the security team and provide documents.So i did this and provided a photo of my ID.Next they asked me to take a picture of myself and my ID card with the background of emails from security. I sent the photos with all the details and requested items , but they asked for more and more pictures.So far i have sent them more than 25 pictures but none of these pictures were accepted and ultimately, they told me :

" Without providing the requested files, any further actions are impossible. All further messages from you will be ignored."

Since then, I have sent them 5 more pictures and asked why my photos are not being accepted, but they have not returned my email. I hope Casino Guru can help me get my funds back. Once again, I insist I have not won anything from the bonus and have only played with my real balance.

Account number: 1238840755

Thank you in advance.

Dear martiandreamer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help us understand your situation better and expedite the resolution process, could you please provide answers to the following questions?

• What specific documents and details were requested by the casino apart from the ID and the selfies?
• Has the casino specified why your photographs could not be accepted?
• Are your photographs of high quality, in high resolution, and is the text on your documents and in the background clearly visible and easily readable?

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,

Veronika

Hello again

I was asked to provide pictures of my national ID card (both sides), which i provided and was accepted immediately.Then i was asked to provide a selfie with my national ID card and background of the email received from the security.First they said the image quality is not good enough and then they said i have used image editors, which i didn't. I tried different devices to capture the pictures with different backgrounds and all the details were visible in most of the pictures.I sent more than 25 pictures but none of them were accepted.I asked them to specify why the photos are not accepted, but the security team has not answered since then.

Thank you in advance.

Hello again.Can you please give me an update regarding this case?

Could you please forward me the documents you submitted to the casino that have either not been approved yet or are still awaiting approval as part of the KYC process?

Also, kindly include all communication between you and the casino regarding the verification of your account. You can send everything to [email protected].

Thank you again for your cooperation.

Hello again.I have sent a PDF file to your email with requested items attached to it.

Thanks in advance.

Hello again.Can you please give me an update regarding this case?

Thank you very much, martiandreamer, for providing all the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) 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 martiandreamer,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 martiandreamer,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear martiandreamer,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Cura?ao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at http://www.kpvfaw.com/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected]