WishWin Casino - Player's withdrawal is delayed.

Das Casino führt die Auszahlung nicht aus.

Ja ich habe meine Dokumente zur Verifikation eingereicht.

Es ist meine erste Auszahlungsanfrage bei diesem Casino.

Screenshot von der Auszahlungsanfrage ist anbei.

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Dear PascalH, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with WishWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards, 

Katarina

Ich habe die Auszahlung per Kreditkarte angefordert. Dieselbe mit welcher ich eingezahlt habe.

Ja ich hatte einen Bonus, den ich vollständig umgesetzt habe.

Leider habe ich keine Screenshots von dem Live-Chat.

Dear PascalH

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, Martina (martina.b@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,

Katarina

Dear PascalH,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Das Casino wünscht einen Transaktionsverlauf der letzten 6 Monate meiner Kreditkarte. Dem werde ich definitiv nicht nachkommen, da dies gegen das Datenschutzgesetz verstösst.

Ich habe selbstverständlich die Einzahlungsbestätigung meiner Bank hochgeladen.

Dear WishWin Casino,

I understand that you require transaction history; however, could you please clarify why a 6-month statement is needed? From our perspective, a 3-month statement should be sufficient. Please let us know.

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 PascalH,

can you please give us an update? Have you received your withdrawals?

Nein habe ich nicht.

Ich habe nochmals eine Transaktionshistorie nachgereicht (schon einige Zeit her) und seither nichts mehr gehört vom Casino.

Dear PascalH,

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 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.

We’ve reopened this complaint at the request of WishWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Casino´s message:

We kindly ask you to reopen the complaint so we can provide a satisfactory solution to the complainant. 

Dear WishWin Casino,

can you please let us know more information regarding player´s withdrawals? Thank you so much in advance

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

Dear PascalH,

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,

Martina