Wunderwins Casino - Player claims that payment has been delayed.

GERMAN VERSION:

Wenn ich den Support kontaktiere, erhalte ich nur generische, automatisierte Textbausteine, in denen von einem „hohen Aufkommen an Anfragen" gesprochen wird. Für einen Spieler auf meiner Stufe ist eine so lange Verzögerung für eine Standardtransaktion absolut inakzeptabel und unangemessen.

Ich habe dem Casino-Support bereits eine letzte Frist gesetzt. Da sich das Casino weigert, mir ein persönliches Update zu geben oder den Fall intern weiterzuleiten, gehe ich nun diesen öffentlichen Weg und bitte Sie um Unterstützung, um in dieser Angelegenheit zu vermitteln und die Freigabe meines Geldes zu erwirken.

Vielen Dank für Ihre Hilfe.

ENGLISH VERSION:

When contacting the support team, I only receive generic, automated boilerplate responses blaming a "high volume of requests." For a high-level player (Level 12), such a long delay for a standard transaction is completely unacceptable and unreasonable.

I have already sent a final notice directly to the casino's support. Since they refuse to provide a personal update or escalate the matter internally, I am now taking this public route and requesting your assistance to help mediate this issue and get my funds released.

Thank you for your help.

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.

Dear cifrado,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear cifrado,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear cifrado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.