GratoWin Casino - Spelaren kämpar för att verifiera sitt konto.

Hi, I made a deposit in this casino and after passing the wagering again (which is dishonest because I set it twice with 'whole and grouped' balance) I decide to withdraw my balance ...

I have been sending documents for a week that they have requested of me but every morning they send me an email asking me unreasonably again for proof of residence. Ergo they do not validate my account and refuse my withdrawal request. Are they dishonest or incompetent?

I hope you can give me a hand to deal with it ...

Thanks

Salve, ho effettuato un deposito in questo casinò e dopo aver superato nuovamente il wagering(tralaltro disonesto perchè imposto due volte con saldo 'intero e raggruppato') decido di ritirare il mio saldo...

è una settimana che invio documenti che mi hanno richiesto ma ogni mattina mi inviano una email chiedendomi irragionevolmente ancora la prova di residenza. Ergo non mi convalidano il conto e rifiutano la mia richiesta di prelievo. Sono disonesti o incompetenti?

Spero che mi possiate dare una mano per venirne a capo...

Grazie

Dear ciancy87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Which documents have you provided? Could you please confirm that you provided all the required documents?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, for the proof of residence I sent screenshots of: online banking (postepay evolution), postepay card statement, digital SPID (personal data).

Evidently they do not provide 'sufficient' evidence for them. Now they ask me to send a utility bill in my name (which I do not have) or a certificate of residence of the municipality (which I will not do because it is paid) or the card statement. I will try to request the latter at the post office to make a last attempt but I am convinced that in the end they will not accept anything. They just don't want to pay and wait for you to cancel the withdrawal to play the rest ...

Salve, per la prova di residenza ho inviato screenshots di: online banking(postepay evolution), rendiconto carta postepay, SPID digitale(dati anagrafici).

Evidentemente per loro non forniscono una prova 'sufficiente'. Ora mi chiedono di inviare una bolletta di utenze a mio nome( che non ho) o un certificato di residenza del comune(che non farò perchè a pagamento)oppure l'estratto conto della carta . Proverò a richiedere quest'ultimo alle poste per fare un ultimo tentativo ma sono convinto che alla fine non accetteranno nulla. Semplicemente non vogliono pagare e aspettano che annulli il prelievo per giocare il resto...

Good evening, I made the statement at the post office but unfortunately for privacy reasons my address is not present in the statement. 'Fortunately' I will have to pay the car tax that appears in my name shortly. as proof of residence otherwise I think I'll let it go .. Thank you anyway for your interest .. and your website!

Yours sincerely

Claudio C ***

Buonasera,ho fatto l'estratto conto alle poste ma purtroppo per motivi di privacy nell'estratto non è presente il mio indirizzo.'Fortunamente' dovrò pagare a breve il bollo dell'auto che risulta a mio nome .Spero che andrà bene quel documento come prova di residenza altrimenti credo che lascerò perdere.. Vi ringrazio comunque per il vostro interessamento..ed il vostro sito web!

Cordiali saluti

Claudio C***

Thank you for your reply, ciancy87. Could you please estimate when exactly you will be able to provide this document?

Hi, it looks like they validated my account. Now I am waiting for the payment to be processed ...

Greetings

Salve, sembra che mi hanno validato il conto. Ora aspetto l'esecuzione del pagamento...

Saluti

Dear ciancy87,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good morning! Gratowin sent me an email (on September 8th) telling me that my withdrawal request has been successfully approved. It will take 4/8 days to be credited but it seems that in the end I will see the money ...

It seems all resolved then.

Buongiorno! Gratowin mi ha mandato una email(in data 8 settembre) dicendomi che la mia richiesta di prelievo è stata approvata con successo. Ci vorranno 4/8 giorni per l'accredito ma pare che alla fine vedrò il denaro...

Pare tutto risolto quindi.

Sounds like we are on the right track! Nevertheless, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Greetings! I have received the payment! Everything solved!

You can close the complaint ... thanks!

Greetings!

Salve! Ho ricevuto il pagamento! Tutto risolto!

Potete chiudere il reclamo...grazie!

Saluti!

Awesome news, ciancy87. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.