The player from Germany had requested a €300 withdrawal on June 22, 2026, expecting it to be processed within 72 hours as per the casino's terms. However, more than a week passed without payment, and despite repeated inquiries, she received vague responses regarding the status of her withdrawal. The issue was resolved after the player confirmed the problem and cooperated with the Complaints Team's inquiries. The complaint was marked as resolved upon the player's confirmation of satisfaction with the outcome.
Wyns Casino - Player's withdrawal is significantly delayed.
Resolved
Our verdict
Case closed
Amount: €300
Wyns Casino
Safety Index 8.5 HighCase summary
Discussion
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3 weeks ago
Translation
I need help with a problem concerning a pending payment.
I requested a withdrawal of €300 on June 22, 2026. According to the provider's terms and conditions, the withdrawal should have been processed within 72 hours. Although I understand that delays can occur and was prepared to wait a few extra days, well over a week has now passed.
Despite repeated inquiries, I only receive vague, noncommittal answers, without any concrete information regarding the processing status or the payment date. I have still not received the payment.
I would be grateful if you could assist me in clarifying the matter.
Automatic translation:
Public
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3 weeks 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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3 weeks ago
Dear JJ270,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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,
Attila
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3 weeks ago
TranslationHello,
I have never withdrawn anything from there, as this was my first time depositing money there.
I haven't had to verify anything yet.
But surely it's not necessary at casinos with such a low value, is it?
I had a non-sticky bonus that I cancelled.
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear JJ270,
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,
Attila
