Wyns Casino - Player's withdrawal is delayed.

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Germany

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2 months ago

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Hello CasinoGuru Team,

I won real money at the "Wyns" casino on November 26, 2025.

On the same day, I also requested the first payout.

I should then verify my identity on December 4, 2025.

I did that on the same day (December 4th).

On December 11th and December 18th, 2025, I contacted the live support at "Wyns Casino" to ask why the processing was not taking place.

On December 19, 2025, two further documents were requested.

A "selfie", which has already been submitted. (Now for the second time.)

and a bank statement from the bank "N26", with which I topped up my mifinity account.

On January 5, 2026, I contacted live support again to ask when my documents would be processed.

The employee told me that it was being processed and that I should wait.

The verification page at "Casino Wyns" still states that the documents need to be reviewed.

Since no payment has been made since November 26, 2025, I have decided today to write a complaint.

Best regards

Kavaloa

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Complaint Resolution Center Team Lead

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2 months 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.

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Complaint Resolution Center Team Lead

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2 months ago

Dear kavaloa,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but it definitely shouldn't take weeks.

To help us investigate and expedite the process, could you please provide the following details:

Could you please advise which documents you have already submitted?
Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

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2 months ago

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1) Could you please tell us which documents you have already submitted?

Answer: On December 4, 2025, I submitted the following verification documents to "Wyns".

passport
Registration certificate
Selfie with passport and "Wyns" website in the background.
Account details for the e-wallet "mifinity" (address, name, account number, email)

On December 19, 2025, I immediately sent further requested documents to "Wyns":

Selfie with passport and Wyns' website in the background. (for the second time)
Bank statement for November, account "N26" with which I topped up the e-wallet "mifinity".

I will send you these documents immediately by email to: kristina.s@casino.guru

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Best regards

Kavaloa

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Germany

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2 months ago

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Hello Kristina,

For info:

Strangely enough, today, January 9th, the casino is requesting the same document again.

Financial support:

Bank statement from the bank where I topped up my "mifinity" account.

I submitted this on December 19, 2025. (Bank statement from "N26")

Now, three weeks later, the same document is being requested.

(I sent you, Kristina, the documents, including this bank statement, by email on January 8, 2026.)

I have uploaded the bank statement again immediately to "Wyns Casino"

Here, a payout has been prevented for weeks by weeks of inaction and by constantly requesting documents twice.

I also contacted "Wyns" live support, but they didn't answer my questions clearly at all.

Warm regards

Kavaloa

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Complaint Resolution Center Team Lead

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2 months ago

Thank you very much for your reply, kavaloa. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

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2 months ago

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Hello Kristina,

I just forwarded 13 emails to you. (to your email address)

This is the email exchange with "Wyns" as well as the transcripts of Wyns' "Livechat".

Thank you very much.

Kavaloa

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Complaint Resolution Center Team Lead

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1 month ago

Dear kavaloa,

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, Mirka (miroslava.d@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,

Kristina

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Casino Analyst & Complaint Specialist

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1 month ago

Dear player,

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

Dear Wyns Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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Casino representative

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1 month ago

Dear kavaloa,

Your request has been forwarded to the relevant department, which will review it and rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Wyns Casino,

We will be waiting for your update.

Thank you for your cooperation.

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Casino representative

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1 month ago

Dear kavaloa,

In order to complete your verification process please provide us with the transaction history of the payment method used to top - up your Mifinity on 21/11/2025 for the amount 500 EUR for the full month of November.

To verify your account, please upload the requested documents to our website. You can find the verification page, along with all the necessary documents, on your profile to complete the process.

Kind regards,

Wyns Casino Team

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1 month ago

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Dear Wyns Team,

I uploaded the requested document to their website "Wyns". The document (screenshot) shows that the payment from November 21, 2025, to my Mifinity account came from winnings at another casino (Cazeus) and not, as they may have assumed, from a bank account.

Hello Mirka,

I just sent you the screenshot (the document) to your email address.

Kind regards

Kavaloa

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Wyns Casino,

Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?

Thank you.

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Casino Analyst & Complaint Specialist

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1 month ago

Dear Wyns Casino,

Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?

Thank you.

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Germany

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1 month ago

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Dear Wyns Team, January 29, 2026

Hello Mirka,

Today, January 29th, the verification page at "Casino Wyns" again requested the document concerning the top-up of the "Mifinity" account with 500 euros on November 21st, 2025.

This was already requested and sent a few days ago, why again now?

1) I have just uploaded the document (screenshot) to your "Casino Wyns" website again.

This screenshot shows a payout of €500 on November 21, 2025 from "Casino Cazeus".

This is not a top-up from my own "N26" account.

2) I also sent all parties the bank statement from November 2025 from my bank "N26", which I always use to top up my mifinity account. It clearly shows that there was no top-up to mifinity on November 21, 2025. (I also uploaded this document again to "Wyns".)

That's precisely why we're here, because the same documents are constantly being requested.

I request verification.

Best regards

Kavaloa

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Casino representative

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1 month ago

Dear kavaloa,

Please note that your account has been successfully verified.

You can proceed by making a withdrawal request.

Kind regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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1 month ago

Dear kavaloa,

Could you please confirm, if you have been able to start requesting withdrawals?

Thank you.

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Germany

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1 month ago

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Dear Mirka,

Dear "Casino Wyns"

I requested a payment of 500 euros each on February 1st, 2nd and 3rd.

Unfortunately, "Casino Wyns" has not paid out any money to date.

Although approval was granted by "Casino Wyns" 6 days ago.

Warm regards

Kavaloa

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Germany

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1 month ago

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Hello Mirka,

Payouts from "Casino Wyns" are now being processed.

I request that the case be left open until all payments have been completed.

I will let you know immediately.

Best regards

Kavaloa

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Casino Analyst & Complaint Specialist

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1 month ago

Thank you for the update, kavaloa.

Please notify me about future frequencies of payments and amounts received.

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Germany

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1 month ago

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Dear Casino "Wyns",

Dear Mirka,

Since Saturday, it has not been possible to make withdrawals with "Mifinity".

"Mifinity" is simply no longer displayed as an option.

I thought you could only make three withdrawals per week, so I checked again today.

But still not available.

I contacted "Wyns" on their online portal, and they said there are currently problems with some payout providers, and that it will be resolved quickly.

I hope it will work again later or tomorrow.

Casino "Wyns", please take care of this.

Thank you very much

have a good day

Kavaloa

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Germany

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1 month ago

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Hello Casino "Wyns" 17.02. / 3:50 p.m

Hello Mirka,

Even today there is no withdrawal button for "Mifinity"

Kind regards

Kavaloa

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Casino Analyst & Complaint Specialist

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4 weeks ago

Dear Wyns Casino,

Could you please advise player on the withdrawal issue, in order for the withdrawals to be processed as soon as possible?

Thank you.

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Casino representative

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4 weeks ago

Dear kavaloa,

Please note that certain payment methods are currently unavailable in specific regions.

To proceed, we kindly ask that you submit a new withdrawal request using an alternative method available on our site, such as a bank transfer.

We apologize for any inconvenience this may cause and appreciate your patience.

Kind regards,

Wyns Casino Team

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Casino Analyst & Complaint Specialist

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3 weeks ago

Dear kavaloa,

Could you please confirm, if you were able to make progress in your withdrawal process?

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2 weeks ago

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Dear Mirka,

I created a new account last week and also requested a withdrawal.

The payment has not yet been made.

Kavaloa

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Casino Analyst & Complaint Specialist

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2 weeks ago

Thank you for the update, kavaloa.

Please notify me, when you start receiving withdrawals to the new payment method.

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Germany

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1 week ago

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Dear Mirka,

The money was paid out.

It's all done.

Thank you so much for your help!

Warm regards

Kavaloa

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