What Happened
A player from Italy says Winna has been asking for verification documents for over a week and has turned down everything sent six or seven times, without saying what is wrong. They say they sent ID, a selfie, a bank statement and proof that they own the account and the virtual card used to deposit, and that €990 is stuck. The casino's latest request appears to be a statement that shows the card number.
How It Developed
- 2026-10-17Complaint opened.
- 2026-10-19The mediator explained that KYC is standard and asked which documents were sent, when, and whether the casino had flagged any specific one. The player listed them and said only automatic replies came back.
- 2026-10-20The player said no one at the casino would say which document was unacceptable, and asked the mediator to find out. They then forwarded the latest exchange about a bank statement showing the card number.
- 2026-10-22The player posted that the casino now will not pay. The mediator's next step is pending.
Ongoing
The player is waiting for the mediator to ask Winna which document it wants; €990 is held.
What Has (and Hasn't) Helped
Nothing yet. The one concrete requirement that has surfaced is a bank statement that shows the number of the card used to deposit; ask your bank for that document specifically.