The player from Germany faces difficulties withdrawing €500 from Wishwin casino after canceling a welcome bonus following a win. Although she submitted the required verification documents, they remain unprocessed, and her withdrawal function is blocked. Customer support has not provided a resolution.
WishWin Casino - Player's withdrawal is delayed due to account verification issues.
Opened
Current status
Waiting for Casino Guru to reply
6d 22h 32m 57s
WishWin Casino
Safety Index:HighCase summary
Discussion
Public
Public
23 hours ago
Translation
Hello,
Unfortunately, I have a problem with the Wishwin casino.
On November 20, 2025, I deposited funds for the welcome casino bonus, but I was lucky and won with my deposited real money. Therefore, I cancelled the bonus.
After successful implementation, I requested the first payout of €500.
After the weekend, the withdrawal function was suddenly blocked.
I contacted the live chat and customer support, which unfortunately wasn't very helpful.
On November 26th, I received a message stating that I needed to verify my account. I sent all the requested documents to the casino, but the documents have not been processed and my account has not been activated.
After contacting support via email, I received another unhelpful reply that didn't resolve the issue. The documents still haven't been reviewed. According to the casino, a review only takes about 24 hours.
I hope you can help me with this matter.
I will gladly provide the correspondence with the casino.
Best regards!
Automatic translation:
Public
Public
3 hours ago
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.
Public
Public
3 hours ago
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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please list which documents you provided to verify your account?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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
