Tipwin Casino SE - Вывод средств игроком задерживается из-за проблем с верификацией аккаунта.

Impossible to verify account. Have submitted passport and other verification documents. photo with passport and face photo but they deny payment to trustly if I do not submit ID card or driver's license with face photo

Unfortunately I have neither an ID card nor a driver's license. Tipwin support does not answer my question about why passports are not accepted and repeats the same answer every time

Omöjligt att verifiera kontot. Har skickat in pass och andra verifierings dokument .foto med pass och ansiktsfoto men de nekar utbetalning till trustly om jag inte skickar in ID kort eller körkort med ansiktsfoto

Tyvärr har jag varken ID kort eller körkort. Tipwin supporten svarar inte på min fråga om varför pass inte accepteras och upprepar samma svar varje gång

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 Wafkheder54,

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

I understand how upsetting it can be to feel that a casino hasn’t informed you properly about the verification process. However, most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or a few smaller withdrawals without it, but most often, casinos ask for documents at the point of the first withdrawal.

There is no standard practice regarding verification, and we are not in a position to penalize casinos for how they decide to manage their verification process.

To better assist you, could you please answear?

• Could you please let me know which other documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you received any confirmation emails regarding other documents you submitted?

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

Petra