Winna — KYC loop
99G-2026-0145No-KYC tier player hit verification at cashout; three document submissions rejected without a stated reason.
Case thread
Signed up on the no-KYC tier and never uploaded anything. Tried to withdraw $5,600 and got a full verification request. I've submitted ID and proof of address three times — each one comes back 'rejected' with no reason given. Money has been locked for nine days.
Case accepted. To be clear for anyone reading: a no-KYC tier means no documents to register, not no documents ever — checks routinely trigger on larger cashouts, and Winna's terms say so. That's not the issue here. The issue is three rejections with no stated reason. We've asked Winna which specific check is failing and for a named reviewer on the file.
Escalated to our compliance team for manual review. We've asked the player to resubmit proof of address dated within the last 90 days.
FICTIONAL PLACEHOLDER CASE — ILLUSTRATES THE THREAD FORMAT THE LIVE DESK USES.
Case details
About the clock
Every case gets a response window through our dedicated channel with the casino. Typical first response is within 96 hours; the clock and outcome stay on the public log so response times per casino remain transparent.