WishWin Casino - Player's KYC verification is delayed.

Salve,

Apro questo reclamo in quanto e da più di un mese che mando documenti al casino WISHWIN.com, per la verifica kyc, ed e la terza volta che rimando il mio estratto conto della mia banca e mi viene rifiutato. Mi richiedono estratto conto dal 05/09 al 05/10, la mia banca non fa estratti conto a periodo ma solo in mese in mese , ho già caricato sia il mese di settembre che quello di ottobre e mi viene rifiutato sempre. Posso sapere da loro cosa vogliono di preciso per sbloccarmi il conto ? ( Visto che la chat mi dicono di inviare email ed alle email non rispondono.)

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WishWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• The number specified in the notification on the screenshot, does it refer to a bank account number or a debit or credit card?
• Could you please explain when you made deposits in the casino? Were these transactions recorded on the bank statement you provided to the casino? Were your deposits made in September or October?
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that your ID documents were submitted and approved?
• Could you please share with me your communication with the casino regarding the verification issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Salve, come verifica kyc manca solo il mio estratto conto bancario dove me lo hanno rifiutato già 3 volte e non capisco la motivazione. Lo screen mandato si riferisce all'ultima verifica che manca cioè estratto conto bancario.

Thanks for the clarification.

In the screenshot, the original PDF format of the bank statement is specified as necessary.

Did you provide the original PDF? Have you made sure that any of your previous deposits to the casino are listed in the transaction list on the document?

If there is any communication between you and the casino support where you attempted to resolve the issue available to you?

Would you be able to share this communication with me?

My email is tomas@casino.guru

Looking forward to your reply.

Salve , si ho mandato il file PDF in originale e mandato anche il mese di settembre e ottobre come da loro richiesto.

Hello Mantello056,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Salve nel frattempo che aspetto vostre notizie, volevo anche segnalare che il casino wishwin dopo che ero riuscito a mandare un email per avere spiegazioni, adesso mi hanno bloccato e non ricevono più le mie email e non ho avuto nessuna risposta.

I am sorry to hear that.

Please allow me to ask further questions:

• Did the casino explain why they blocked your account? If the casino has informed you, please share this communication with me at tomas@casino.guru or post screenshots here.
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your cooperation.

Ciao Tomas,

Se rileggi quello che ho scritto dall'inizio capisci la situazione. Il casino wishwin mi ha bloccato la mia email e dalla chat non sanno darmi spiegazioni visto che sono semplici operatori o bot automatici. Manca ultimo documento per la verifica kyc che e un estratto conto della mia banca che mi hanno già rifiutato tre volte e non si riesce a capire il motivo.puoi aggiungiere nella conversazione il casino così capiamo cosa vogliono? In più i soldi accumulati nel conto sono tra giocate casino e sport.

Dear Mantello056,

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. I apologize for any misunderstanding.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite WishWin Casino representative to join this conversation.

Dear WishWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your case.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Wishwin Team

Carissimo rappresentante WISHWIN,

E più di due mesi che provo a verificare il mio conto gioco. Adesso manca solo per l'estratto conto che già vi ho inviato tre volte e mi viene rifiutato. Posso sapere la motivazione? Altra cosa prima riuscivo ad mandare email a support@wishwin.com per avere informazioni a riguardo. Ma adesso mi avete bloccato e non ricevete le mie email.

Dear Player,

Thank you for the patience.

We kindly inform you that, after checking with the relevant department, the files previously uploaded appear to have been modified using software.

To proceed further, we kindly ask you to provide the transaction history for credit card ****8618 covering the period from 05.09.25 to 05.10.25.

Please ensure that the document is original and has not been edited or altered in any way.

Thank you for your cooperation.

Kind Regards,

Wishwin Team

Dear Mantello056,

To better understand the situation and verify whether there may be any technical or formatting issue with the submitted documents, I kindly ask you to send the bank statements you provided to the casino directly to me by email.

Please send the original PDF files (exactly as issued by your bank, without any screenshots or conversions) to: barbora.p@casino.guru

Once received, I will review them to check whether there are any visible signs of modification or formatting issues and advise on the next appropriate step.

Thank you for your cooperation. We will do our best to help move this case forward.

Dear WishWin Casino Team,

Thank you for the clarification regarding the request for the transaction history for credit card ****8618 covering the period from 05.09.25 to 05.10.25.

Before proceeding further, we kindly ask you to clarify the following:

• Whether a standard monthly credit card statement issued by the bank (e.g. September and October) is acceptable if the bank does not provide statements for custom date ranges
• Whether an official transaction history/export obtained directly from the bank’s online banking system (in original PDF format) would be sufficient

The player has demonstrated ongoing cooperation but may be unable to provide a document that the bank objectively cannot issue. For this reason, clear guidance on acceptable alternatives is essential to avoid further delays.

We look forward to your clarification so the player can comply correctly and the verification process can be completed.

Gentile barbora

Innanzitutto vorrei ringraziarti per la collaborazione, poi volevo ricordare che la mia banca yap fa solo estratti conti di mese in mese e non per un periodo specifico, in più quando richiedo estratto conto mi viene inviato nella mia email ma non in formato PDF quindi devo chiedere alla mia banca di generarlo in formato PDF e viene eseguito da un operatore, che prontamente lo prepara e lo invia.

Confermo che il mio documento inviato e originale al 100x100, in più non capisco perché il casino qui prontamente a risposto invece mi ha bloccato per avere risposte tramite email ed è tre mesi che non mi aveva dato nessuna risposta. Chiedo che mi venga risolta la situazione una volta per tutte. Grazie anticipatamente

Dear all,

Thank you for your patience regarding this matter.

I would like to clarify that the issue with the documentation is not related to the time period.

As mentioned in our previous correspondence, the concern is that the documents received are not in their original format. They appear to have been processed via third-party software rather than being directly exported from the banking application.

Thank you for your cooperation.

Kind Regards,

Wishwin Team

Dear WishWin Casino Team,

Thank you for your response.

The player has repeatedly submitted bank statements issued by their bank. However, the player has confirmed that their bank does not allow direct PDF exports via online banking and that all statements are generated by bank staff, which the player cannot influence.

In this context, please clarify:

• What specific criteria define an "original" bank statement in your KYC process

•As the player can only obtain PDF statements generated by bank staff (not direct online exports), please confirm whether such bank-issued PDFs are acceptable under your KYC requirements.

Thank you for your cooperation.

Dear Barbora,

Thank you for your patience regarding this matter.

We have forwarded your additional clarification questions to the KYC department and we will notify you once we have an update.

Thank you for your cooperation.

Kind Regards,

Wishwin Team

Gentile supporto wishwin

E quasi tre mesi che si aspetta per una verifica di un estratto conto,

Ho già rimandato di nuovo il mio estratto conto più di una settimana fa,

Chiedo che mi venga risolta la situazione al più presto.

Grazie anticipatamente

Dear all,

Thank you for your patience regarding this matter.

As mentioned in our previous correspondence, the concern is that the documents received are not in their original format. They appear to have been processed via third-party software rather than being directly exported from the banking application.

Following a review of the case with the relevant department, we have been informed that the player may additionally visit their bank to obtain an official paper bank statement, take a photograph of it, and provide it to us.

Kind Regards,

Wishwin Team

Gentile supporto WISHWIN

Come da voi richiesto ho appena mandato da dentro il conto , il mio estratto conto bancario cartaceo fotografato. Attendo vostre notizie al più presto. Grazie anticipatamente

Samuele Lo Piccolo

Dear Mantello056,

Thank you for the update.

I can confirm that the player has now followed the casino’s latest instruction and submitted a photograph of the official paper bank statement, as requested.

Dear WishWin Casino Team,

Could you please confirm receipt of this document and advise on the expected timeframe for its review and completion of the KYC verification?

We appreciate your cooperation and look forward to resolving this matter without further delay.

Dear All,

Thank you for your reply.

We are currently looking into this case and will contact you as soon as possible with further updates.

We would kindly like to apologize for the delay.

Thank you for your understanding and patience.

Kind regards,

WishWin Casino Team

Dear Mantello056,

Thank you for your update and for your patience.

Dear WishWin Casino Team,

Thank you for the information. I am awaiting your update regarding the review of the submitted document.

Salve,

Come da foto il documento è stato accettato, ma mi hanno lasciato i prelievi bloccati. Chiedo che dopo tutto questo tempo mi vengono riabilitati i prelievi!

Preciso e da quattro giorni che li contatto in chat , mi dicono che vengono sbloccati, ma la situazione è sempre uguale.

Dear all,

Thank you for your patience.

We are pleased to inform you that your account has now been successfully verified.

Please rest assured that your withdrawal request is currently under review. The appropriate department has been notified and is actively addressing the matter regarding your pending withdrawal.

We will promptly notify you as soon as there are any updates.

Thank you for your understanding.

Kind regards,

WishWin Casino Team

Dear WishWin Casino Team,

Thank you for confirming that the player’s account has been successfully verified.

Could you please clarify the expected timeframe for processing the pending withdrawal and confirm that the withdrawal function is now fully enabled?

Given the lengthy verification process and the player’s cooperation, we kindly ask that this matter be completed without further delay.

Kind regards,

Barbora

Dear all,

Thank you for the patience.

We kindly inform you that the withdrawal of the amount of 2,500 EUR has been successfully processed. The remaining amount is pending and will be processed soon.

Thank you for your understanding.

Kind regards,

WishWin Casino Team

Dear WishWin Casino Team,

Thank you for your update and for confirming that the withdrawal of EUR 2,500 has been successfully processed.

We appreciate the information. We will keep this complaint open until the remaining balance has been fully paid to the player.

Thank you for your cooperation.

Dear all,

Thank you for the patience.

Please rest assured that your withdrawals is in processing status.

We will promptly notify you as soon as there are any updates.

Thank you for your understanding.

Kind regards,

WishWin Casino Team

Dear WishWin Casino Team,

Thank you for your update.

We appreciate the information and will await your confirmation once the remaining balance has been fully processed and paid to the player.

We kindly ask that the remaining withdrawal be completed as soon as possible, given the extended duration of this case.

Dear all,

Thank you for the patience.

We kindly inform you that the withdrawals they are in processing status.

Thank you for your understanding.

Kind regards,

WishWin Casino Team

Dear WishWin Casino Team,

Thank you for your update.

However, this complaint has been ongoing for a considerable amount of time, and the player has already completed all requested verification steps. The account has also been confirmed as fully verified, and the first withdrawal has already been processed.

At this stage, we kindly ask you to provide a clear timeframe for the processing of the remaining withdrawal, rather than a general statement that it is "in processing status."

Given the duration of this case and the player’s full cooperation throughout the KYC process, we would greatly appreciate if the remaining balance could be processed without further delay.

We look forward to your clarification and confirmation once the remaining withdrawal has been completed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mantello056,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora