WG Casino - Player’s struggling to withdraw their winnings.

Hi there I signed up on wg casino and won €35000 they asked for my documents proof passport letter with address which I sent also put in for a withdrawal said it’s been declined because need my documents which I’ve sent 6 times I’ve spoke to this lady Emma online chat and still not getting anywhere I’ve emailed them still nothing this is becoming a joke now as got all that money sitting there and can’t withdraw it do you know how I can resolve this matter

Dear Rachel,

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. None of the serious casinos takes KYC lightly, and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Rachel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi there they sorted it out and payed some of the money now they owe me 12000 and saying my card not working but it was going into my bank account now they asking for a different card which I only have one bank account and I don’t understand how it was going into my bank when doing withdrawal and now saying it will not

Thank you very much, Rachel, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino and ask them to join here to help us resolve your issue.

Thank you

We haven't receive any answer from the casino. Please note, if you won't respond us within the next 10 days, the complaint will be closed as unresolved, which could lead to casino's rating deduction.

Unfortunately, we have't receive any respond. The complaint will now be closed as unresolved. I'm really sorry that we could not help you more but as the casino is non responsive, there isn't anything we can do for you. Please do not hesitate to contact us if you will come across any trouble in the future, we will glady try to help.

Best regards,

Nick

Casino.guru