Wisho Casino - Player's withdrawal is delayed and unresolved.

I won 200 euros and made a withdrawal the 4th of July. My bank rejected the withdrawal and I havent got the money back since then. I made 2 other withdrawals, 6th of July, they also got rejected but I got the money back in about 2 weeks. So this doesn't make any sense. In contact with wisho they keep saying Financial department is trying to solve the problem. It is not ok to wait almost 2 months now.

Dear hungerstrike,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Yes I have, so I suppose I have passed KYC but I dont remember for sure. They havent asked me about that either now or before though.

Without bonus.

/h

Thank you for your reply, hungerstrike. When did you make the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

The 170 euro and 250 euro withdrawn the 6th of july was refunded to my wisho account the 9th and 15th of july. I then made a new withdrawal 21th of july and hade the money 22th of july. I hade to use another method and bank since my ordinary bank rejected it.

Regarding the 200 withdraw from 4th july they are still not refunded. Wisho keep saying their financial department is working on it.The transaction history incoreectly says successful.

The 170 euros appearing twice because I tried again with ordinary bank by mistake but I think wisho could stop the withdrawal on my own demand before it was sent.

This is one of many chats with wisho support. From 3 veeks ago.

Still havent got any update from their "finance department"...

Thank you very much, hungerstrike, for your cooperation. 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.  

Hello there,

Thank you hungerstrike for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wisho Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you. But Wisho has asked me yesterday to provide bank statement and proof of my bank sending the 200 euro back. My bank wants uetr number for the transaction and Im waiting for wisho to provide me with that. So something is at least happening now. I keep you updated.

Dear hungerstrike and Peter,

Thank you for bringing this matter to our attention!

We have investigated the issue regarding your 200 EUR withdrawal submitted on 4th July 2024 at 15:51:51 UTC. The transaction was successfully sent from our side. However, on 8th July 2024, you informed us that your bank had rejected the payment. Since then, our finance department has thoroughly checked, but the funds have not returned to us.

Our finance department has received the bank statement you provided on August 27, 2024, and is actively investigating the issue in collaboration with the payment service provider.

We have submitted a request to the payment service provider for the UETR number and will update you as soon as we have more information.

Thank you for your patience!

We are committed to resolving this matter quickly. Once the funds are received on our end, we will credit them to your player account and notify you accordingly.

Kind regards,

Wisho customer support department

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’ which may negatively affect its rating.

Dear hungerstrike & Peter,

Thank you for your patience!

We are pleased to inform you that the customer's funds were successfully returned to their player account balance on 2024-09-02 at 11:26:40 UTC. Following this, the customer made a successful withdrawal later the same day at 15:44:02 UTC.

We are glad this issue has been resolved, and we sincerely hope the customer enjoys a smooth and seamless experience moving forward.

Please do not hesitate to contact us if you have any further questions or require additional assistance.

Kind regards,

Wisho Customer Support Team

Thank you very much for the update Wisho Casino representative.

Dear hungerstrike, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

2 months in contact with Wisho support several days a week, but no real answers or sign of my money.

After one contact with casino guru, the problem is solved within days.

Wisho really did their best to tire me out on this one 😄 Glad I finally got my money. Will not play there again.

Dear hungerstrike,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter