The player from Sweden was experiencing difficulties withdrawing their winnings due to ongoing verification. Later, the player confirmed that their account was finally verified so the complaint was closed as "resolved".
Wisho Casino - Player’s withdrawal has been delayed.
Amount: €987
Wisho Casino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello
I start with the fact that I have played on many gaming sites and have not had any problems in this way, most casinos I have closed today to take a break or reduce my gambling, I played at two casinos called unlimitcasino.com and goldroll .com I am very happy with them, It went so well both with deposit and withdrawal, I won and then I wanted to pause my gaming account for a while, I got the urge to play when I found wishocasino and started by making deposit 1000, euros and the second time 1000 euros and the third time I made a deposit of 1000 euros to when they froze my gaming account for verification, then they wanted me to report my salary that I get in my bank account and three months of bank transactions, I sent the documents that they wanted, then they started pointing to some transactions and they wanted me to report and explain and I did, they wanted 12 months of transactions, then I told them it's the first time someone asks for 12 months of transactions, when they thought I refused to send 12 month transactions to my bank account, then they said we have sent your case to an extra check at their AML department, then they started that I have to contact all the casinos I have played in the last 12 months and that I ask for the documents on all my deposits and withdrawals that I have made, everything should be pdf,
I contacted those I remember and asked for the documents and I received the documents and forwarded to wishocasino.com documents I received it was not pdf and I justified all evidence that it the documents I could get, every time I submit documents that they want then they pray more and more.
now they want proof of four transactions that have come to my bank account from unlimitcasino for verification, unlimitcasino says we will help you with this but it can take up to 30 days
I have 987.58 euros in my gaming account
it is the first time I experience such a situation to demand so much all the time
it's been 22 days now
What do you recommend?
with kind regards Jonny
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2 years ago
Dear 3242ashi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.
That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.
Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello
you know better than me when it comes to verification, then I will wait for them to get the last documents from me to prove the last transactions they wanted, as soon as I get a basis for these transactions then I send directly to the
then we wait with complaints for so long
mvh Jonny
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2 years ago
Hello 3242ashi,
Have there been any developments since our last conversation, please?
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2 years ago
Translation
Hi thanks for the feedback
no nothing has happened yet, they wanted documents on some transactions that had come to my bank account the transactions come from unlimitcasino and I have sent to them that they send evidence of these winnings, then they said we are happy to help with this but it can take up to 30 days until I receive documents
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2 years ago
Thank you very much, 3242ashi, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.
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2 years ago
Hi 3242ashi,
I've just reviewed your case and am sorry to hear that you run into such an issue. I'll try my best to help you by contacting the casino.
I'd like to invite Wisho Casino to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the case? Can you confirm that the player has sent all the required documents in the correct form so the player's account will be verified? And what may be the reasons for the delay?
Regards,
Natalia
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2 years ago
Translation
Hello
the problem is wishocasino they need documents on some transactions that I have won, it will be pdf, after 30 days I got information from the casino that I won at, they sent information to me, but it is protected with password words and it is a one-time password
I have sent a picture of the information I received and we will see what they say at wishocasino
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2 years ago
Translation
Hello
when I sent a complaint, I wrote SEK 987.58. It's wrong
987.58 is Euro
with kind regards Jonny
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2 years ago
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’.
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2 years ago
Hello
The client has provided the bank statements for 3 months as standard verification procedure requests.
After reviewing bank statements, we have requested the client to explain some of the transactions from his bank statements and throughout the conversation, the client has changed his answers regarding transactions, which is considered suspicious activity. Thus, the client's verification case has been sent to the senior AML specialist for additional checks and as well additional documents have been requested due to regulations we have to follow.
The process has taken longer than usual because the client at first refused to provide additional documents.
As soon as we received the documents and reviewed them, additional information from the documents was gained and therefore, additional questions were asked and documents requested.
Once the client provided all the requested information and documents, it has been sent to the senior AML specialist.
As we have recently received an answer from the senior AML specialist and all the information has been confirmed and documents proved to be legit, the client's SOF verification got approved and he can continue with his activity on our site.
Best regards
Andrei
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2 years ago
Translation
Hello
Now wishocasino has verified my gaming account and and everything is as it should be,
thanks get all the help
with kind regards Jonny
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2 years ago
Dear 3242ashi,
I'm glad to hear that your issue has been resolved and your account is now verified. I will mark your complaint as "resolved" in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. Our complaints resolution center is always here to help.
Best regards,
Natalia
