Wanted Win Casino - Player’s winnings are delayed.

provided all documnets still wont pay me out, told me to deposit at least 5 times to increase my limit to 4k a day i did that and now they still want let me do more than 1k a day they lied right to me and everytime they give me different answers i won over 20k they just dont want to pay me out it seems.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you submit to the casino for KYC verification, and on which dates were they sent?
• Have any of these documents already been reviewed and approved by the casino?
• Have any of the documents been declined during the KYC process? If so, what reasons did the casino provide?
• What types of games did you play to accumulate the winnings you are now trying to withdraw?
• What explanations or reasons did you receive from customer support regarding the delay in processing your payment?

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

Veronika

I provided all kyc documents and have been fully verified i have provided a screenshot of the response I received

I’m now being told that in order to withdraw $4,000 in a single day, I have to make five or more deposits each time I want to withdraw up to that daily limit. This requirement does not appear anywhere in the terms and conditions.

The information I’m being given keeps changing depending on who I speak to, which is misleading and unacceptable. Based on this experience, this site should be downgraded on your website, as it is not providing clear or accurate information to users.

Dear GamerSpecks

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello GamerSpecks, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. I have all the information needed from yourself right now, and will ask directly if anything else is required later on.

I’d like to invite a representative of Wanted Win Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual and what is the reason for additional deposits needed for successful withdrawal? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear CasinoGuru representative,

Thank you for the opportunity to provide clarification on this case.

We would like to inform you that the player agreed to the Terms and Conditions of the platform on 22.01.2026, which is a mandatory condition for registration and further use of the account. All rules were available for review at the time of registration.

According to our Terms and Conditions, players who have made fewer than five deposits have a daily withdrawal limit of €1000. This rule applies only to the first five deposits and does not reset before each withdrawal.

At the time of the withdrawal request, the player had not yet completed five deposits, so the withdrawal limit was applied correctly. This is a standard rule that applies to all players. Once five deposits are completed, the limit is automatically removed.

We are attaching a screenshot of the rule.

All actions were carried out in accordance with the agreed Terms and Conditions.

Moreover, we would like to note that the player’s withdrawals have already been processed.

If you have any questions, we are always available.

Best regards,

WantedWin Casino Team

I would like to thank both parties for sharing more details. I have couple of more questions, to reach conclusion:

Dear GamerSpecks, the winnings you are trying to withdraw - are those winnings from a Welcome package bonus you have claimed, some other bonus or from regularly deposited balance?

Dear Wanted Win Casino, the rule about five deposits is tied to Welcome bonus only, or to any kind of bonus? Or is it tied to any withdrawal request a player makes?

Thank you.

Dear Casino Guru Team,

Please note that the five-deposit rule is not tied to any specific bonus and applies to any withdrawal request made before a player completes five deposits. Player also had the opportunity to receive the Welcome Bonus, and no restrictions were applied that would prevent him from using it.

Additionally, during registration, player confirmed and accepted our Terms and Conditions, where this rule is clearly stated.

According to our Terms and Conditions, if a player has made fewer than five deposits prior to the win, the maximum withdrawal limit is €1000 per day.

Please pay attention that the player received his winnings and his withdrawal was processed and paid in full in accordance with these rules.

Best regards,

Wanted Win Casino Team

Dear Wanted Win Casino, thank you for the details. Just to ensure I understand the five deposits rule correctly - once the player deposits for the fifth time, it will permanently unlock the 4,000 daily withdrawal limit? Or each time the player wants to withdraw more than 1,000 he has to make additional five deposits?

Dear Matej,

Thank you for your question.

This rule is only for first five deposits. As soon as players make 6th deposits, they have the usual limit of 4000 daily. They will have permanently this limit unlocked and there will be no need to deposit 5 times before each withdrawal. 

If you have any additional questions, feel free to ask.

Thank you, Wanted Win Casino, for the explanation. Can you please give me some details regarding these three questions:

1. Withdrawal rule is written as a part of welcome bonus rules, therefore players who do not wish to use this bonus would easily miss it, since they would not necessarily read these terms. The Welcome bonus term is written in a way suggesting that 5 deposit rule only applies to people using this bonus. Why is it applied across the board?
2. The original T&C clearly stated 4,000 as a daily withdrawal limit, without any extra conditions. As I have noticed, you have recently updated your general T&C and lowered the daily limit down to 2,000. Will this affect the withdrawals of GamerSpecks? The issue has been brought up before the changes, when 4,000 was still the daily limit. Also, there is still no note about players being capped at 1,000 daily withdrawal limit before depositing 5 times.
3. From my understanding of your last post, it is not 5 deposits but actually 6 deposits a player has to make, for the daily withdrawal limit to be increased. Can you confirm this, please?

Thank you.

Dear Matej,

Thank you for your questions. We are here to clarify.

Regarding the 5-deposit rule

As stated in our Terms & Conditions, the increased daily withdrawal limit becomes available after a player completes five successful deposits. While the rule was initially mentioned within the Welcome Bonus section, it has always been part of our general withdrawal policy framework rather than being exclusive to bonus users.

There is no requirement to make six deposits — the higher withdrawal limit applies after five completed deposits.

Let us note that while registration, players accept our Terms and Conditions, players also agree to be bound by all policies, rules, and guidelines published on the Website, including but not limited to the Privacy Policy, Bonus Policy, and Responsible Gaming Policy.

Regarding the daily withdrawal limit update (4,000 → 2,000)

At the time the player raised the concern, the applicable limit under our General T&C was 4,000 per day (and `1000 daily for players who haven't reached 5 deposits). Any later updates to our Terms & Conditions do not apply retroactively. Withdrawal requests are reviewed according to the rules in place at the time of the request. Please note that  we may update our Terms and Conditions at our sole discretion. While we aim to notify users of major changes via email, we advise checking this page regularly.

We would like to pay your attention that the player received all his winnings according to the established rules. For now, the player’s account has been closed as the player reported gambling-related concerns.

If you have any other questions, feel free to ask.

We hope for your understanding and cooperation.

Kind Regards,

WantedWin Casino Team

I have re-read the terms, bonus terms and this conversation once more, and I would like to present my conclusion for each party separately:

Dear GamerSpecks.

You won't like this outcome, but the casino is operating within their rights. Although the "five deposits rule" is hidden in the Bonus Terms & Conditions, you have agreed to them when signing up for an account at the casino. The term openly states:

The maximum withdrawal amount processed to a player is €10000 per week and €30000 per month, unless otherwise specified in the Terms & Conditions of a specific promotion. If the player has made less than five (5) deposits prior to the win for which a withdrawal request is submitted, the maximum withdrawal limit per day is capped at €1000.

While positioning of this term is highly questionable, it has been present in the terms even before the recent update. The casino is only enforcing their T&C and since they stated very clearly they will be enforcing them to the letter, not making any exception for yourself, there is nothing I can mediate further.

Going forward, we have two options: I can leave the complaint open until you confirm reception of the whole amount of your winnings, to be on hand if further complications with the withdrawal processing occurs. Alternatively, you can let me know whether you are satisfied (or not) with my explanation and the outcome, and we can close the complaint accordingly. In case of issues developing later on, you will still have option to request reopening of this case. I am really sorry I was unable to help you further in this regard.

Dear Wanted Win Casino.

As this complaint revealed several discrepancies within the Terms & Conditions, I would highly recommend addressing them quickly, to avoid this kind of issues in the future.

1. Please add the term about five withdrawals into the main T&C for clarity
2. There is a discrepancy between the weekly and monthly withdrawal limits, which should be unified (bonus term shows higher limits)
3. The wording of this term is also suggesting that the player needs to make five deposits before every single withdrawal of winnings. Please, consider this alternative:

The maximum withdrawal amount processed to a player is €2 000 per day, €5 000 per week and €20 000 per month, unless otherwise specified in the Terms & Conditions of a specific promotion. If the player has made fewer than five (5) lifetime deposits prior to the win for which a withdrawal request is submitted, the maximum withdrawal limit per day is capped at €1 000."

Please let me know if you will consider the above changes. We will re-review the Terms & Conditions as well as Bonus rules in the next couple of days, for any other changes made within, to ensure we are providing players with the most up to date information..

Going forward, we will be readjusting the withdrawal limits shown within our review of this casino as well. As per above, we will change the daily withdrawal limit to 1,000€, weekly to 5,00€ and monthly to 20,000€, as per the current T&C on your website. The reason for 1,000€ daily cap is our policy of always showing the lowest possible options, to avoid issues and player perceiving our information as incomplete or false. Furthermore, our reviews are mostly read by players who do not have an account in the reviewed casino, therefore the lower values will apply to them upon signing up.

I would like to ask both parties to let me know how to proceed regarding their next steps respectively, and I will follow accordingly. Thank you for your understanding.

Dear Matej,

Thank you for your detailed feedback and recommendations — we truly appreciate the thorough review.

We fully agree that clarity and consistency within the Terms & Conditions are essential

Your proposed structure is helpful, and we are currently reviewing internally how best to implement these improvements while maintaining regulatory and operational accuracy.

We also wish to clarify that we are a licensed casino, and our Terms & Conditions — including withdrawal policies — are reviewed and agreed upon with our license holder in accordance with regulatory requirements. That said, we absolutely acknowledge that wording and structure must be transparent and easy to understand for players.

As all points have now been clarified, the applicable Terms have been explained, and the player’s account has been permanently closed, we believe the case has been fully addressed from our side.

Kind Regards,

WantedWin Casino Team

Thank you Wanted Win Casino, this is indeed all we would ask from yourselves. We will double-checkthe T&C bit later on for any further changes, and adjust our review accordingly, if needed.

Dear GamerSpecks, I can leave the complaint open until you confirm reception of the whole amount of your winnings, to be on hand if further complications with the withdrawal processing occurs. Alternatively, you can let me know whether you are satisfied (or not) with my explanation and the outcome, and we can close the complaint accordingly. In case of issues developing later on, you will still have option to request reopening of this case. Thank you.