Wish Casino - Player facing protracted verification process and withdrawal delay.

Hi.I came to ask some help,because I am feeling very stressed with this casino,and I am thinking to quit for good from all the casinos online.

I know that should wait 14 days,but the way that casino is dealing with my situation is very suspicious.

So,I decide to start playing in wishcasino, before I start playing ,I check the T&C and what I saw was that the withdrawals was processed in 24 hours,and the verification process also was process within 24 hours.

I made my first deposit with 100% bonus,I didn't,t win nothing and in the end I cancel the bonus(only a few cents in my balance).

Then before I deposit for the second time,I provide my documents to verify my account,and after that, in the next day,I made another deposit but without any bonus,and in my personal casino,in that time I check all the documents,and were all approved, and was saying that my status was verified.

Then ,I play with my balance,gamble a few hours,and I reach to 2000 euros balance, maximum that I was able to withdraw by day.

I request a withdrawal, and wait,hoping that in the next 24 hours,is gonna be processed.

After 24 hours,nothing was done,went to livechat and the liveagent said to not worry, because they were making the betting check and my withdrawal will gonna processed very soon.

Wait more 24 hours,and still nothing,the live agents said to be patient, that they are a licensed casino,bla bla,bla.

After another 24 hours, I received an email from the verification department telling sometimes they make random checks on our customers’ gaming accounts for security purposes,and they ask me for my identity again(was approved in the first time) and also a selfie with me holding a paper with a code and my citizen card.

I sent what they asked almost instantly,and in the same email I ask if was everything to finish the verification or maybe they'll need more information and then I wait 24 hours more ,and didn't,t receive any email about my uploaed documents.

I only find that was refused ( have to see both arms in the selfie),when I went to my casino personal page and check that was not accepted.

I sent an email to verification department with the new selfie,and I didn't,t have any answer.

After 24 hours ,receive another email,telling that I need to send a video from myself, have to say in that video that I was doing the verification for the casino and show my identification card,moving all the corners and shaking hands just to proof that the video wasn't fake.

I did it,and wait more 24 hours,and in this time I didn't,t have any answer, is going to made 48 hours,maybe 72 or more,I Don,t know because I send emails and I Don,t have any answer.

This situation is killing me, I was reducing my gambling activity and in this days I was so frustrated that I went to another casinos and spen a lot of money.

I am anxious and nervous,and what I want is fairplay from the wishcasino, I provided more than 10 documents,all approved,and I Don,t want to believe in that, but it seems that is a strategy to delay the payment and loose my patience, and they are being successful.

Hope that you can help me the best as you can, to take me out of this situation.

Best regards

Vitor ****

Dear Bufalo42,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please explain when exactly did you send the last one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.

Best regards,

Tomas

Hi Thomas! Thanks for the quick answer! My last one was the video and is gonna made 48 hours and I didn't,t have any answer.

I consider that the KYC is important, but they should ask all the documents in a row.

I play in other licensed casinos and the process are very quick.

What I see here,that's my account was verified and after request the withdrawal they ask additional verification.

I sent a few emails asking if they need more documents and if the ones that I sent were OK,and never had an answer from the verification department.

If they ask for a new document to proceed with the additional verification, that document was approved, and I have to wait more 24 hours,and ask another one, and now I am waiting 48 hours for an answer,and nobody answer my emails, is not fair from the casino.

I will provide later the screenshots of my emails.

The livechat agents are useless, and the only thing they say is that is a licensed casino,but for me doesn't,t help nothing if I have to wait an eternity to get my winnings.

I also will send the video for you.

Hi.On the way to complete 3 days without any information about my last video sent by email.

Update.

In one of the livechats the agent referred that the casino, following this rules,have 5 days to say something to the costumer,about my video sent, that,s the way I understand the article. The agent show me that article from the T&C and she said that applies for the video that I sent.

I copied the article and it says:

The company’s management reserves the right to conduct a video conference as a part of the identity verification process, or request for the documents to be sent by post. Verification may take up to 24 hours from the receipt of the documents. The outcome of the video conference can be provided to the customer within 5 working days after a video conference takes place. If it is proven that the data that was provided is not valid, the company is entitled to take any reasonable measures including but not limited to cancelling all bets and suspending all transactions for the duration of their investigation, and to proceed with full verification of the account once any documents required for the verification procedure have been requested.

So,is a few hours left to complete the 5 days period and didn't,t have any answer.

So,with the video is the 12 document that i sent .

Hope that soon I have my verification sorted.

A good weekend for all.

Thanks for your messages and update.

Was the video you submitted either approved or rejected by the casino, please?

I don,t know.still waiting for an answer. Already passed 9 days since I sent the video and didn't have any answer.

Update from my situation. After I wait 9 days since I sent my self recorded video, now they ask me one more, a notarized document.

I can,t provide a notarized document,and I will explain why.

I am living in Ireland but I am a Portuguese citizen.

I have 2 options to get one.

One is,I have to travel to Portugal and request one in a notarized department, and is not be possible in the next months.

The other option is to go to Portuguese embassy here in Ireland and request one,but I need to book an appointment and the waiting queue list is approximately between 6 to 9 months.

After I sent the video, why they need a notarized document?

Is not enough 3 selfies, a self recorded video, my citizen card photo, driver license photo,bank statement?

The only conclusion I take from this is ,they Don,t want to pay,and they are asking for everything that they can until to reach a point that I can provide what they want, and cancel my winnings and accuse me by fraud.

I am tired and now, I will not be able to provide what they want.

Already answer the email telling this,but for sure I have to wait more 24 hours to have an answer.

And what I think that they will not gave me another option of other documents, and they gonna be sticked in the notarized document that is impossible to me to provide and they finally gonna cancel my 2 weeks pending withdrawal.

Despite the casino didn't, ask for that,I sent more documents to try to solve this problem.

I sent photo of my passport, of my pps card of Ireland,my payslip and my debit card from the bank that I sent a statement previously and was approved.

Is impossible to me to get a notarized document, so let's gonna see how the things are gonna be processed.

Documents already sent:

Citizen card( front and back)

Drivers license(front and back)

2 Selfies ,one with a paper written with a code and another one with a paper with the date and holding my citizen card.

Screenshot of my skrill page profile

Screenshot of my skrill deposit in the casino

Bank statement with less than 2 months in pdf

3 minutes Self recorded video showing a paper with the date and telling that I was making the video for the verification

Passport

Payslip

Pps card from Ireland

Debit card from my bank account in Ireland.

And I still have my withdrawal pending 2 weeks.

I will send the last email I received from wishcasino

I have another email saying that the AML department of the casino ,following the T&C off the same, can,t change the decision for the request of the notarized documents,so I think that's be the end for me.I will not be able to withdraw my winnings.

Update.

After I decided to request a day off in my work company ,and pay to a notary for my certified copy of my citizen card, I sent the photo of the document today and hopefully, tomorrow( never check in the same day) could have my account verified.

I did this because I received an email that saying ,that,to complete my fully account verification, have to send my notarized identity card photo.

Instead getting my winnings,I am spending money just to confirm my personal verified documents.

Update.

After I sent the documents and ask to the verification department to take on consideration the time and money I have to spend to get the notarized document , coincidence of coincidences, already passed more than 24 hours and still pending.

In 15 documents I sent previously, without counting the self recorded video, all,with no exception were checked and approved within 24 hours.

The last one, to get my account fully verified ( that,s what the casino said in the last email),wasn't,t checked and still pending.

What is this?

How can I think that isn,t a delay strategy to not pay my winnings?

All this process ,the way they did ,the documents they ask for it,the times they took to sort the information to complete my verification, 9 days passed when I sent a self recorded video, neither a information if they check the video or not and if was approved or not, send me an email asking to send a verified identity card document to get my fully verified account, I did it, and now is still pending after more than 24 hours?

This is a licensed casino?

Is that way that the licensed casinos process the additional verifications?

3 weeks in this?

I will not comment the rating that this casino have here, but in the future I will think in a different way when I decide to play in another one.

Wish a good weekend for casino guru staff, and hope you can explain and help me to finish this nightmare.

Best regards

Vitor ****

My last email sent to the casino:

Thank you very much, Bufalo42, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Already received my winnings.

Despite finally I have my withdrawal sorted,steel feel sick and unhappy with the way that my situation was dealed.

Don,t recommend any player pass for all this stressing situation, and still have the idea that this casino did everything to delay my withdrawal, and in the end,there,s nothing left to request to me to prove that I am who I am.

This complaint is gonna be solved, but the evaluation that I made from wishcasino is very,very different that I see here in Guru.

So ,Don,t need to waist your time ,you can close this complaint because I want to forget all this quick as possible.

Thanks for your time.

Dear Bufalo42,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter