Winning.io Casino - Затримка зняття коштів

Hello, I won on this Casino and they asked me for over 5 more pieces of ID and I sent it in. I have been waiting for my KYC to be approved and they are not responding. I have contacted them everyday. It's been over 6 days and I have got no response. I would like to get paid for this and find out why they are delaying so much.

Dear romcevicnebojsa0,

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.

I have sent them over 6 pieces of Verification. I don't know what the issue is. I have sent them everything they wanted.

Dear romcevicnebojsa0,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, No, they sent me an email now asking for a video I am sending today

Dear romcevicnebojsa0,

Have you received any response from the casino to the video you have sent them?

If not yet, please keep in mind that it might take up to 14 days to review the verification documents.

If yes, please forward the communication between you and the casino to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Dear romcevicnebojsa0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.