Wunderwins Casino - Pelaaja ei ole vielä saanut voittojaan.

I requested a withdrawal of €400 on May 5, 2025. Since then, I've repeatedly received emails asking me to complete my verification ("perfection"), even though I've already done so several times. I've uploaded all my documents multiple times and haven't received any new requests – instead, I just keep getting the same automated message with the same link.

What particularly irritates me is that with a previous withdrawal of less than €100, the process went smoothly – verification was completed once, and the payout was quick. Now, with €400, it's apparently being delayed or blocked – I have the feeling that Wunderwins doesn't want to pay out.

Ich habe am 5.5.2025 eine Auszahlung in Höhe von 400 € beantragt. Seitdem werde ich immer wieder per E-Mail aufgefordert, meine Verifizierung („Perfektion") abzuschließen, obwohl ich das bereits mehrfach vollständig getan habe. Ich habe sämtliche Dokumente mehrfach hochgeladen und keine neuen Anforderungen erhalten – stattdessen kommt einfach immer wieder dieselbe automatisierte Nachricht mit dem gleichen Link.

Was mich besonders irritiert: Bei einer früheren Auszahlung unter 100 € verlief der Prozess problemlos – Verifizierung war nach einmal erledigt, Auszahlung kam schnell. Jetzt bei 400 € wird offenbar verzögert oder blockiert – ich habe das Gefühl, dass Wunderwins nicht auszahlen will.

Dear kATiNki,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Is there anything new ?

Gibt es was neues ?

Dear kATiNki,

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.

No, I have not received my payout

Nein ,habe meine Auszahlung nicht erhalten

Dear kATiNki, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share a screenshot of the withdrawal request along with its current status as shown in your casino account?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear kATiNki,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.