Wintopia Casino - Играчът среща проблеми с KYC процеса.

Dear Casinoguru Team,

Wintopia is making it impossible for me to pass the KYC process. I have received several requests for verification documents and am willing to provide whatever I can. However, one request, a PDF bank statement from Jeton eWallet, is simply impossible to obtain as Jeton does not offer such. I have pointed this out to the casino several times and have not received a proper response. The same message was sent again once and Wintopia has not responded to my last three messages at all.

Sehr geehrtes Casinoguru Team,

Wintopia macht es mir unmöglich, das KYC Verfahren zu bestehen. Ich habe mehre Anforderungen für Verifizierungsdokumente erhalten und bin bereit alles was mir möglich ist zur Verfügung zu stellen. Allerdings, ist eine Anforderung, ein PDF Kontoauszug von Jeton eWallet, schlicht unmöglich zu besorgen da Jeton solche nicht anbietet. Ich habe das Casino mehrfach darauf hingewiesen und keine richtige Antwort erhalten. Einmal wurde die selbe Nachricht erneut geschickt und auf meine letzten drei Nachrichten geht Wintopia gar nicht mehr ein.

Dear flochefe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you in resolving it, could you please clarify the following details?

• Have you successfully verified any documents so far, or is this the only document causing an issue?
• Did Wintopia offer an alternative verification method for this requirement?
• Have they given you a specific reason why they need a PDF statement from Jeton?
• Were you able to provide them with any other proof of ownership of your Jeton account, such as screenshots from the Jeton app?
• When was the last time you contacted them, and did they acknowledge your messages in any way?

If you have any relevant communication with the casino—especially emails where you explained that Jeton does not provide a PDF statement—please forward them to petronela.k@casino.guru. This will help us in addressing your case effectively.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Petronela,

It is the only document that does not exist. I was already fully verified before and have deposited and withdrawn countless times.

No, unfortunately not. Wintopia does not respond to my requests.

No specific reason, I can send screenshots from the Jeton account, I have already offered that but Wintopia insists on PDF.

My first question was answered that PDF is necessary. Since then the casino has ignored me (I am attaching screenshots and will send them to you)

Liebe Petronela,

es ist das einzige Dokument, welches nicht existiert. Ich war auch davor schon vollständig verifiziert und hab unzählige male ein- und ausgezahlt.

Nein, leider nicht. Wintopia geht nicht auf meine Anfragen ein.

Kein konkreter Grund, ich kann Screenshots aus dem Jeton Konto schicken, habe das auch schon angeboten aber Wintopia besteht auf PDF.

Auf meine erste Nachfrage wurde eben geantwortet, dass PDF notwendig ist. Seitdem ingnoriert das Casino mich (ich füge Screenshots bei und sende sie dir)

Hi flochefe,

Thank you very much for your reply.

• In order to move forward, could you please send me a confirmation of ownership of your Jeton account? This could be a screenshot from the Jeton app or any document you have that confirms you are the account holder. This will help us understand why they are insisting on the PDF statement and how we can assist you further.

Once I receive this information, I will be able to continue investigating your case.

Thank you in advance for your cooperation.

Dear Petronela,

Sure, here is the proof.

Liebe Petronela,

klar, hier ist der Beweis.

Hi flochefe,

I’m sorry for the delayed response to your complaint. Thank you for your reply. Unfortunately, the screenshot you provided is not sufficient to confirm the ownership of your Jeton account.

To proceed, please provide one of the following:

• A screenshot of your Jeton account dashboard, clearly showing:

1. Your full name
2. Registered email or phone number
3. Recent transactions (if possible)

• A confirmation email from Jeton, such as an email verifying your account registration or a completed transaction.

• A Jeton transaction receipt, displaying:

1. The transaction ID
2. Amount and date
3. Sender/recipient details

• If your Jeton account is linked to a bank card, a bank statement showing a transaction to/from Jeton can also serve as proof.

Please provide one of these so we can move forward with your case. Let me know if you need any further clarification.

Dear Petronela,

here is the screenshot.

Liebe Petronela,

hier der Screenshot.

Thank you very much, flochefe, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin (martin.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello flochefe,

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 would like to invite the Wintopia Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain your side of the issue?

Dear CasinoGuru Team and flochefe,

on behalf of Wintopia Casino, we appreciate your invitation to present our perspective on the matter and address the concerns raised in this case.

We appreciate your efforts in assisting the player; however, our KYC team is still awaiting the required documents. Despite our request for a complete package, the customer has not yet provided any documentation.

To proceed with the verification process, we specifically require a screenshot of the Jeton wallet to confirm the payment method used. Unfortunately, without this, we are unable to move forward with the necessary checks.

We kindly advise the player to submit the required documents at their earliest convenience to avoid further delays.

Please let us know if any clarification is needed.

Looking forward to your response.

Best regards,

Wintopia Team

Dear Wintopia Casino representative,

thank you for the update. I am hopeful that the issue will be resolved in near future.

Dear flochefe,

if you haven't already, I believe providing the required screenshots should be the next step we take.

Dear Martin,

I have already sent everything and am waiting for Wintopia.

Lieber Martin,

Ich habe bereits alles geschickt und warte auf Wintopia.

Update: My account has been released again and I am waiting for my payouts

Update: Mein Account wurde wieder freigegeben und ich warte auf meine Auszahlungen

Dear CasinoGuru Team and flochefe,

We hope this message finds you well.

We are currently reviewing your concern in accordance with our Terms and Conditions, and our team will take the appropriate steps to ensure this matter is handled properly. Rest assured that the request will be processed accordingly, and you will be notified as soon as possible.

If you have any further questions or need additional clarification, please don't hesitate to reach out.

Thank you for your understanding.

Best regards,

Wintopia Team

Dear Wintopia Casino representative,

thank you very much for the update. I would like to ask both parties to continue the dialogue and keep updating us on any future developments

Dear flochefe and casino representative,

are there any new developments on the matter? Is the verification process finished?

Yes, my account has been verified and the first withdrawals have been approved. The withdrawals are very slow, but I think the problem is resolved. Thank you!

Ja, mein Account wurde verifiziert und es wurden auch erste Auszahlungen freigegeben. Die Auszahlungen passieren zwar sehr langsam aber ich denke das Problem ist gelöst. Danke!

Dear flochefe,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Wintopia Casino for their response. 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, 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/casino.guru. 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. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru