Wish Casino - Pelaajan kotiutus on viivästynyt yli kuukauden.

Hello,

1. Registered on the casino and deposited on April 12.

2. Requested a withdrawal on April 13, my account was already verified at this point after having provided proof of identity, proof of address, and proof of payment.

3. After 3 days, on April 16, my withdrawal was rejected and I received an e-mail from the verification department about a random security check. I was asked to provide driving license, identity card, or birth certificate, and a photo of myself holding my passport and a sheet of paper with some numbers written on it next to my face. I sent the documents on the same day.

4. The next day, on April 17, the verification department replied and asked for more verification. They now requested a video recording of myself where I say my full name, the date of the recording, and the purpose of the video. I had to show my surroundings, wave my hand in front of my face for several seconds, show myself holding my passport and a paper with the date of the recording, and show my passport in multiple angles while rotating it in front of the camera. I sent the recording on the same day.

5. After 6 more days, on April 23, the verification department replied and asked for even more verification. They now requested proof of ownership of my phone number and salary slips for the last 3 months. I sent the documents on the same day.

6. Today is May 13, it has been 1 month since I first requested the withdrawal and 3 weeks since I provided the latest documents, and I have still not received any update from the verification department. I was initially told by the support on their live chat that I could expect an update within 24 hours, but that was clearly not true. I am now regularly contacting support on live chat to ask for updates, but they are not able to help me. The only information they are providing is that the verification department is still processing the documents and that they do not have any information on when I will receive an update.

Dear Loset,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wish Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• 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 share with me your recent communication with the casino regarding the issue to support your complaint? 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Thomas

• Yes, the account is still accessible to me and I am able to log on.
• The balance was accumulated with slots only.
• The deposit was raw, no bonus.
• I have forwarded my communication with the verification department to your address. Unfortunately I don’t have communication with live chat since it is nor saved or forwarded to my mail after it ends. Communication with live chat has mostly consisted of me asking for an update and them not being able to provide one.

Thank you.

Thank you very much, Loset, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Loset,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wish Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Loset,

We’re sorry to hear that this situation has impacted you. Please know that we’re continuously working to improve our services and provide you with the best possible experience.

Please note that the additional documents have been requested by the Verification Department strictly for security reasons and in line with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon Wish Casino Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

Dear CasinoGuru,

Kindly note that the Verification Department has requested additional documents in line with KYC policies and anti-money laundering regulations. Our goal is to process the winnings without unnecessary delays.

At the moment, the submitted documents are under review. Once the review is completed, the customer will receive an update via email.

We appreciate your understanding and cooperation.

Kind regards,

Wish Casino Team

Thank you very much Wish Casino Team for the update!

Dear Loset, once you receive the email regarding your verification from the casino, please let us know. Thank you

Hello,

I understand that KYC is necessary and that it is well within the casino’s rights to request additional verification, but that is not really what my complaint is about, my complaint is about how long it is taking. As previously mentioned, I first requested my withdrawal on April 13, and provided the latest requested documents on April 23. It has been 6 weeks and 2 days of waiting in total. And 4 weeks and 6 days since I sent the last documents. This is extremely slow and that is why I am making this complaint. In addition to this, the casino is currently undergoing some sort of maintenance, I am still able to log in, but all the slots on the casino has been disabled. My balance is just sitting there, I am unable to withdraw it and unable to play with it. I keep being told that there are delays because the verification department is busy, but really? In my opinion there is no excuse for taking over 6 weeks to verify me. Is it too much to ask that someone from the verification department takes 10 minutes to provide an update?

I completely understand how disappointing and exhausting this situation must be—six weeks is far too long to be waiting for a withdrawal, especially without clear updates. It’s really frustrating to see the process dragging on like this.

Just to confirm, have they requested any additional documents recently, or is it still only the ones you submitted back then?

I truly want to encourage the Wish casino Team to prioritize your case now and move things forward without any further delays.

I have not received any response at all from the verification department since April 23 when they requested the latest documents, I sent the documents on the same day. I have sent multiple e-mails since then asking for updates, but they have not responded at all. And every time I contact support on live chat, they are simply telling me that ‘’my documents are still being processed, that there are some delays, but unfortunately they are not able to influence the verification department or speed up the process’’. So I am just sitting here wondering what is going on, not being provided with any updates or any information on how much longer this process will take. It feels really bad to not receive any response after having provided multiple documents with personal information.

Dear Wish Casino Team,

As mentioned previously, I kindly ask that you prioritize this matter and take the necessary steps to move it forward without further delay. Your prompt attention would be greatly appreciated.

Thank you for your cooperation.

Dear CasinoGuru,

Please rest assured that the case is being handled as a priority. We are in ongoing contact with our Verification team to help speed up the final review.

In some uncommon situations, additional checks are necessary due to regulatory requirements, which may result in longer processing times than usual.

We will keep you informed and reach out as soon as there are any updates.

Thank you for your understanding and cooperation.

Kind regards,

Wish Casino team

Hello,

‘’In some uncommon situations, additional checks are necessary due to regulatory requirements, which may result in longer processing times than usual.’’

it has been 1 month and 22 days in total since I first requested my withdrawal. And 1 month and 12 days since I sent the latest requested documents. The additional checks have already been done, well over a month ago, but for some reason your verification department is refusing to even provide me with an update. I have provided SO many documents. It is closing in on almost 2 months of waiting, you can’t excuse this by just saying there has been some slight delay or that you are somewhat busier than normal. Just GIVE ME AN UPDATE! Why is it taking almost 2 months to verify my account??

Dear Loset, I completely understand how upsetting and exhausting this situation must be for you — waiting this long without clear updates is understandably frustrating.

You’ve shown a lot of patience already, and I can see how disappointing it is to still not have a resolution after nearly two months. I’m really sorry you're being put through this.

The casino has mentioned that the delays are due to additional checks required in rare cases, but I agree that a lack of clear communication or updates only adds to the stress. You deserve transparency and timely answers.

Dear Wish Casino Team, I appreciate the update!

At the same time, I would like to strongly encourage you to expedite the process as much as possible. The current delay has been exceptionally long, and it’s becoming increasingly difficult to justify the waiting time.

Please treat this matter with urgency and keep us informed of any progress as soon as possible. A prompt resolution would be not only appreciated but expected at this stage.

Dear CasinoGuru,

After a thorough review of the documents provided by the client, as well as their gaming activity, we discovered that some of the client's documents had been graphically amended, this constitutes a serious violation of the Terms and Conditions agreed upon during the registration process on our platform.

As a result, all winnings associated with the client’s account have been voided, and the account has been permanently closed. This measure has been taken to ensure compliance with our internal procedures and regulatory obligations.

5.1 (iv) In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), Wish Casino has the right to charge from suspended Wish Casino Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all Wish Casino accounts, refuse to return the deposited funds, block the Wish Casino Account, compensate all costs incurred from the balance of the Client . If Client’s Wish Casino Account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your Wish Casino Account at our sole discretion.

Best regards,

Wish Casino Team

Hello,

Seriously? After making me wait for 2 months, this is the conclusion you have reached? The only editing that was done to any of the documents was to cover some irrelevant information with black markers, and it was very minor. Other than that, all documents were legitimate and, ALL information relevant to you was visible and not edited in any way. Instead of closing my account and stealing my balance, how about asking me to send the documents again without the black markers this time? Because that is no problem to me and is something I can do very quickly.

I really do think this is a ridiculous response from Wish Casino. The only "editing" that was done to any of the documents was simply to cover a few words with a black marker in paint, it was done for the sake of my own protection, because the information was not relevant at all to the casino. All relevant informasion such as pictures, dates, names, bank accounts and so on was clearly visible and not edited in any way. I can provide the same documents to Casino Guru if necessary to show that this is ridiculous. I can also re-send the same documents without the black markers to Wish Casino. I have waited for over 2 months, and now the casino is going to lock my account and cancel a balance of 69000 NOK because I covered some irrelevant information with black marker? I do not find this acceptable.

Thank you for the responses!

Dear Loset, can you please send me the documents you sent to the casino as well as the "non-amended" ones at [email protected]? Thank you

Hello Martina,

The documents has now been sent to your e-mail. I spent some more time looking into this, and the response from Wish Casino is actually even more ridiculous than I first thought. The very first documents I provided for KYC was via the website it self, I uploaded the documents on my profile and they were approved/accepted. This was provided proof of identity, proof of address, and proof of payment. These were actually the only amended/edited documents, and they were approved, this was before the almost 2 months of waiting started. I then received the e-mail about the additional security check where I had to provide additional documents; drivers license, selfie, recording, pay slips and proof of phone number. NONE of these were amended, all the text is showing clearly.

Thank you Loset for the email and documents you have sent.

Dear Wish Casino Team,

I would like to kindly encourage you to consider giving the player another opportunity to submit the original, unedited documents. While it's true that the documents were edited, we believe it was an honest mistake rather than an attempt of fraud, and the player is now fully willing to provide the correct originals.

We truly appreciate your understanding and fairness in handling such matters, and we hope you’ll allow the player this chance to make things right.

I truly appreciate it!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Loset,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Comoros (AOFA) / Curaçao (GCB) and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected]

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Martina, Casino.Guru