Wyns Casino - Pelaajan kotiutus on viivästynyt yli kahdeksan viikkoa.

Eight weeks ago, on 10 December 2025, I completed wagering on a deposit bonus at Wyns and finished with a total balance of €5,954.70. Since requesting a withdrawal on that date, I have been unable to withdraw any funds. The casino has a withdrawal limit of €500 per day, which is the amount I requested.

Throughout the remainder of December and into early January 2026, I repeatedly contacted Live Chat support to ask when the withdrawal would be processed. On each occasion, I was reassured that there was nothing to worry about, that there was a delay in processing, and that I should wait. During this entire period, no KYC was requested.

The first KYC request was only sent on 12 January 2026, over one month after the withdrawal request. The verification section now prompted me to upload identification and a selfie showing myself holding the ID while also displaying a device logged into the Wyns website. On reading the email, I immediately uploaded both on 13 January 2026. My passport was approved instantly, while the selfie remained pending review, with the verification page stating the process may take "up to 24 hours".

However, the selfie verification status remained unchanged for 10 days and on 22 January 2026, I emailed support requesting a clear status update and a timeframe for the withdrawal being completed. Support replied within minutes stating:

"Upon checking, we can see your withdrawal is being processed at this time."

No issue was raised regarding verification at this point.

After a further 8 days with no update, I logged into my account and saw that a new selfie request had appeared, with updated instructions requiring the full screen displaying the Wyns website to be visible alongside myself. No email or Live Chat notification was sent to inform me that the selfie requirements had changed.

For clarity, my original selfie submission (13 January 2026) complied with the instructions shown at that time: my face was visible, my passport was visible, and the Wyns website was clearly displayed on the device, with the logo visible and my account balance shown while logged in. From 13 January to 30 January, the casino raised no issue with this submission and confirmed on 22 January that my withdrawal was "being processed."

I immediately complied with the updated request and submitted a new selfie on 30 January 2026, showing myself with the Wyns website logged into my account. This request did not require the passport to be included. I also emailed support to confirm completion.

On 31 January 2026, support replied stating that my file was with the Finance Department and that they were actively working on the review and approval of my withdrawal request.

However, when logging into my account the following day, the verification section again displayed a further selfie request, this time requiring my passport to be held to the side of the device while keeping my face and the Wyns website visible. I complied immediately once again, despite having already submitted multiple selfies that met the stated requirements at the time they were requested.

It has now been one further week since this last submission, and the selfie remains under review with no update, despite the casino previously confirming that my documents were received and my withdrawal was being processed.

At this point, I have fully complied with every verification request as it was presented, often immediately, while the casino has repeatedly reassured me that my withdrawal was being processed, delayed the initiation of KYC for over a month, and changed verification requirements without notification.

Despite more than eight weeks having passed since my withdrawal request, no funds have been paid and no clear explanation has been provided.  

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.

Dear cal_a_l, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you received any communication indicating the status of your latest document submission?

Could you please share your communication with the casino? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila

Hi Attila,

Thank you for your message.

To clarify, I have not received any communication from the casino regarding the most recent selfie submission made on 1 February 2026. Since submitting that selfie, there has been no confirmation, rejection, or status update.

I have emailed you the relevant communications with the casino, including email and a Live Chat transcript for reference.

Dear cal_a_l,

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, Samuel (samuel.s@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,

Attila

Dear cal_a_l,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wyns Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wyns Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello everyone!

Dear cal_a_l,

We kindly inform you that we are checking the matter with our Verification team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wyns Casino Team

Hello everyone,

thank you, Wyns Casino, for the update.

cal_a_l, we’ll wait for the verification team’s feedback. Please let us know if you receive any further information from the casino in the meantime.

I’ll continue monitoring the case and await the next update.

Dear cal_a_l,

Thank you for your patience.

We kindly inform you that Selfie ID AOS is now accepted. However, the verification team has asked from you more documents regarding the verification of your account.

You may find everything asked in the Verification tab of your account in which you may also upload the requested documents.

If you have any questions regarding the documents, do not hesitate to contact us.

Best regards,

Wyns Team

Hello everyone,

thank you, Wyns Casino, for the update.

cal_a_l, please upload the remaining documents requested in the Verification tab and let us know once it’s done. I’ll continue to follow the case.

I have now uploaded the additional requested proof of wallet ownership and the December 2025 USDC deposits to Wyns.

• Account ownership confirmation
• Transaction confirmations

The Nexo withdrawal confirmations clearly show the destination wallet address, which matches the USDC deposit address provided by Wyns and the corresponding deposits credited to my account.

I have also sent the same supporting documentation to Samuel by email for completeness and have requested confirmation from the casino that verification is now complete.

Hello everyone,

Thank you, Wyns Casino, for the update and for guiding the player. Please let me know once verification is fully completed.

cal_a_l, thank you for providing the requested documents and sending the email.

Dear cal_a_l,

Thank you for your cooperation.

We kindly inform you that we have notified the KYC team regarding the documents shared with us and we will have updates as soon as possible.

Thank you all for your patience.

Best regards,

Wyns Team

Hello Wyns Casino,

thank you for the update and for notifying your KYC team regarding the documents submitted by cal_a_l. I appreciate your continued guidance and will wait for further updates once the verification is fully completed.

Dear cal_a_l,

Thank you for your patience.

We would like to kindly inform you that your account has been verified successfully.

Best regards,

Wyns Team

Hello everyone,

thank you, Wyns Casino, for the update and for confirming that the player’s account has been successfully verified.

cal_a_l, could you please let us know how things look from your side and whether everything is now working as expected?

Hi Samuel,

My account says verified and I have received the first €500 withdrawal. I am still waiting for the remainder of the winnings to be paid out.

Hello everyone,

cal_a_l, thank you for the update. I’m glad to hear that you have received your first withdrawal.

Please keep me informed about how the next withdrawals are progressing and let me know once you receive further payments. I’ll continue monitoring the situation in the meantime.

Hi Samuel, I have now received 3 withdrawals.

€500 - 17/03/26

€500 - 21/03/26

€500 - 24/03/26

Dear cal_a_l,

thank you for the update, I’m glad to hear that the withdrawals are continuing to be processed.

Please continue to keep me informed in the same way as you have been so far, especially once you receive the next payments and when the full amount has been paid out.

I’ll keep monitoring the situation.

Hi Samuel,

I received an additional €500 withdrawal on 26/03/26 but unfortunately no withdrawals have been processed since then.

Hello cal_a_l,

thank you for the update.

I understand your concern, but for now, let’s give it a bit more time, as withdrawals can sometimes take longer to be processed, in some cases even up to around 2 weeks.

Please keep me informed if there is any progress or once you receive the next payment. I’ll continue monitoring the situation.

Hi Samuel,

Thank you for your ongoing support.

I've just received an additional €500 withdrawal now. The total received so far is €2,500.

Hello cal_a_l,

thank you for the update. I’m glad to hear that another withdrawal has been processed and your total received is now €2,500.

Please let me know as soon as your next withdrawal is processed. I’ll continue monitoring the situation on my side.

Hi Samuel,

Two additional withdrawals have been received.

€500 - 04/04/2026

€500 - 06/04/2026

The total amount received is now €3,500.

Hello everyone,

Dear cal_a_l,

Thank you for the update. I’m glad to hear that the additional withdrawals have been successfully received, bringing your total to €3,500.

Please continue to keep me informed as soon as the remaining withdrawals are processed so we can monitor the situation and eventually close the complaint.

Another €500 withdrawal was completed today taking the total amount received to €4,000.

Hello cal_a_l,

thank you for the update.

I’m glad to see the progress, I’ll be waiting for further positive updates as the remaining withdrawals are processed.

Thank you for keeping me informed.

Hi Samuel, a further two withdrawals were processed.

€500 - 09/04/26

€500 - 10/04/26

The total received is now €5,000.

Hello cal_a_l,

thank you for the update, I appreciate it.

Based on my information, it looks like only the last two withdrawals remain. Please let me know once the remaining payments arrive so we can successfully close the complaint. If there are any issues in the meantime, let me know right away.

Thank you.

Hi Samuel,

Another €500 withdrawal was processed this morning.

Only the last remaining balance of €454 is pending.

Hello cal_a_l,

thank you for the update.

We are now almost at the end, please let me know once the remaining €454 is received so we can successfully close the complaint. If anything unexpected happens in the meantime, just inform me right away.

Hi Samuel

The final payment has been processed successfully.

Hello cal_a_l,

thank you for the update, I’m glad to hear that the final payment has been successfully processed.

Could you please confirm if everything is now in order from your side, or if you require any further assistance?

If everything is resolved, I will proceed with closing the complaint.

Hi Samuel,

Thankfully all winnings have now been paid out and everything is in order so I don't require further assistance.

Thanks again for your support throughout, it's a relief to finally have received the winnings.

Dear cal_a_l,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru