The player from Portugal faced delays in withdrawal processes and experienced a lack of response from the casino's support service. He felt that the casino inappropriately enticed players to cancel withdrawals and questioned the credibility of Casinoguru's recommendations. The issue remained unresolved due to the player's lack of response to inquiries from the Complaints Team, which led to the closure of the complaint. The Complaints Team remained available to assist should the player choose to reopen the matter in the future.
Wyns Casino - Player's withdrawal is delayed and support is unresponsive.
Closed
Our verdict
Player stopped responding
Amount: €675
Wyns Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
The casino delays withdrawal processes and gives no response. The support service simply doesn't exist.
the casino constantly entices players to cancel withdrawals.
it's unacceptable for a casino like this to be at the top of casinoguru's recommendations.
casinoguru is losing all the credibility it has built up!
Automatic translation:
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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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- When exactly did you request a withdrawal from this casino that you have not yet received?
- Have you made any successful withdrawals from this casino before?
- Could you please specify if you passed the full KYC verification?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Dear Aringarosa,
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.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
