Wasino Casino - Player's withdrawal is delayed due to unfinished verification.

Hi! I’m having a serious issue with Wasino and I’m hoping someone here can help or advise me on what to do next.

I made a deposit on February 27, 2025, and won over €1,000. I requested a withdrawal twice before I realized that Wasino’s KYC team had actually contacted me via email—unfortunately, their email had gone to my spam folder. In the email, they asked me to provide verification documents related to my account (credit card, ID, and proof of address).

I submitted all the requested documents, and on March 5, 2025, I received confirmation from the KYC team that they had received my documents and would review them. They stated that they would get back to me once the verification process was complete. That was about a month ago.

Since then, I have repeatedly tried to contact Wasino Casino’s customer support via live chat and email, as well as the KYC team via email, but I have not received any response. My withdrawal request is still marked as "pending" in my profile, and I don’t know what to do at this point.

I really hope this issue gets resolved soon. Has anyone else experienced something similar with Wasino? Any advice would be greatly appreciated.

Thanks in advance!

Dear All-in,

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

Please understand that KYC verification is a crucial process that ensures funds are sent to the rightful owner. Since online casinos do not have the ability to verify players in person, they must rely on document verification to complete this process. Licensed and reputable casinos take KYC seriously, and it may take a few working days to finalize.

To better understand your situation, could you please clarify the following?

• Which documents have you already provided?
• When did you submit the most recent document?
• Were all documents submitted in the required format and as soon as possible?
• When was the last time the casino communicated with you regarding the verification of your account?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Thank you for the fast reply Veronica,

The first contact from Wasino’s KYC team arrived in my email on February 28, 2025, requesting pictures of my credit card and a copy of my ID. However, I did not notice this email at the time, as it had gone to my spam folder.

I then contacted the casino’s customer support and asked if they could send me a new email regarding the KYC process. They sent me a new request on March 5, 2025. In this message, they asked for the previously mentioned documents as well as a selfie with my ID and proof of address.

I responded to this email with attachments that included pictures of my credit card, a selfie with my ID, both sides of my ID, and a bank-issued transaction statement confirming my address.

On March 6, 2025, Wasino’s KYC team confirmed receipt of my documents and informed me that they were starting their review. They stated they would notify me once the review was completed. However, despite multiple follow-ups from my side, I have not heard anything from the casino since then.

I hope this explains better my situation and please let me know if you need further information on my side,

All-in

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru.

Could you also kindly specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

Thank you Veronika for reaching out.

I have now sent you the documents to veronika.f@casino.guru.

Please let me know if you need anything else!

Br. All-in

Thank you very much, All-in, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear All-in,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All-in,

have your account been verified already please?

Hi!

Unfortunately I haven’t heard from the casino. My account is still waiting to be verified.

Br. All-in

Dear All-in,

I am so sorry to hear that.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett