WinOlot Casino - Die Auszahlung des Spielers verzögert sich aufgrund von Identitätsprüfungsanfragen.

Hi, I'm having some issues with this casino trying to withdraw my winnings. On July 29th, I made a deposit of €50, declined the deposit bonus, and reached a withdrawable balance of €3,300 thanks to this win.

https://cdn.diamondaggregator.com/games/01PragmaticPlay/replayGame.html?d=MTg5NDAyMzM1MyZ2c3dheXNkb2dzJmh0dHBzOnx8YXBpLmRpYW1vbmRhZ2dyZWdhdG9yLmNvbXxhcGl8cHJhZ21hdGljcGxheXNydiZpdCZFVVI_

After requesting the withdrawal, I was asked to verify my identity. I promptly provided a selfie of my driver's license, proof of residence, and proof of ownership of the Revolut account I used to deposit and request withdrawals. After days of silence, today they asked me to provide a notarized copy of my driver's license. I wondered if it was legitimate to charge me €300 to €500 to have the copy of my document notarized, considering it's August and the vast majority of notary offices are closed for holidays.

Salve, sto riscontrando alcuni problemi con questo casinò nel tentativo di prelevare le mie vincite. giorno 29 luglio ho effettuato un deposito di 50€ e rifiutato bonus sul deposito e raggiunto 3300€ di saldo prelevabile grazie a questa vincita

https://cdn.diamondaggregator.com/games/01PragmaticPlay/replayGame.html?d=MTg5NDAyMzM1MyZ2c3dheXNkb2dzJmh0dHBzOnx8YXBpLmRpYW1vbmRhZ2dyZWdhdG9yLmNvbXxhcGl8cHJhZ21hdGljcGxheXNydiZpdCZFVVI_

Dopo aver richiesto il prelievo mi è stato chiesto di verificare la mia identità, ho fornito tempestivamente foto della mia patente di guida con selfie, prova di residenza e attestazione di titolarità dell'account revolut che ho usato per depositare e richiedere prelievo, dopo giorni di silezio oggi mi hanno chiesto di fornire copia autenticata da un notaio della mia patente di guida e mi chiedevo se fosse legittimo farmi spendere dai 300 ai 500€ per poter autenticare la copia del mio documento considerato il fatto che siamo ad agosto e la stragrande maggioranza degli studi notarili è chiusa per ferie.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Darz1991,

Thank you very much for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing with the verification process.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to confirm that an account and its funds belong to the rightful owner. It is also common for casinos to request additional documentation during this process.

In certain cases, casinos may also request notarized copies of documents as part of enhanced verification. While I understand that obtaining such documents may be inconvenient or costly, the request itself is not necessarily unusual.

To help me better understand your situation, could you please answer the following questions?

• Which documents have you already submitted to the casino, and when did you submit the most recent one?
• Could you please confirm exactly which document or documents the casino is currently asking you to have notarized?
• Has the casino indicated any specific issue with the documents you previously submitted or explained why notarized documentation is required?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darz1991,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla