Wisho Casino - Player's withdrawals have been delayed due to incompatible payment method.

I have played at wisho casino without bonuses and made 4 withdrawals totaling 1500 euros. my withdrawals were approved and the casino sent the money using a payment method called SEPA which is for Europe. I tried but the money didn't arrive in my account. I contacted the casino and they sent 4 receipts showing that they have sent the money. after two weeks, I contacted my bank and they told me that if the sender has sent the money with (sepa), they will not be able to receive any money because my bank is not connected to sepa network so I contacted the casino and explained to them that I have not received any money because my bank is not connected to SEPA and the money they have sent has been returned and has not reached me, I gave them another bank account that is with the sepa network and I had to send an account statement at my bank that shows that I have not received any money and they forwarded my message to the casino's finance department. now it has been 12 days and a total of more than a month since I was able to make the withdrawal.

I have chatted with the casino's customer service more than 30 times and they say the same thing every time that their finance department is investigating the matter. I live in Sweden and the casino is licensed in Estonia, which is both in Europe.

can you help me

Dear yaser312,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the casino informed you how long the investigation would take?

When was the last time you communicated with the casino regarding the issue with the SEPA transfers?

Please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Dear yaser312,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have replied the same day I received your message. I have emailed the email you said

Thank you very much, yaser312, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello yaser312,

I'm Michal, and I have taken over this complaint. I have reviewed this case and just so you know, returning the payment and processing it to your other bank account can unfortunately be quite time-consuming. The variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence and this is not always in the "casino's hands." that's why international casinos have to use a 3rd party payment providers. I will contact the casino to shed more light on this matter.

We would like to invite Wisho Casino to join the conversation.

Dear Wisho Casino,

Could you please provide information on when the payments will be sent to the player's other bank that can receive SEPA payments?

Hello,

Thank you for contacting us regarding the issues you’ve experienced.

We apologize for the inconvenience with receiving your funds.

According to our records, you first contacted us about the missing withdrawals on April 11. At that time, we requested a bank statement from the date of the earlier withdrawal to investigate further.

The withdrawals were submitted by you as follows:

• 616 EUR on April 6, 2024
• 156 EUR on April 7, 2024
• 283 EUR on April 10, 2024

You provided the bank statement on April 12. Our finance department then supplied you with payment confirmations to help locate the missing transactions.

We were later informed that your bank does not accept SEPA transfers.

Please note that it is each customer’s responsibility to ensure that the entered payment details are correct for both deposits and withdrawals. It is also necessary to confirm that your bank can accept or send payments.

The IBAN linked to your account was changed on April 30.

The withdrawal of 283 EUR was returned to us on May 20 and has been credited to your player account. According to our records, you have since used these funds for gaming activities.

The remaining withdrawals have not yet been returned to us. Our finance department is actively monitoring the situation and will provide updates as soon as new information is available.

We apologize for the delay, but please understand that we have no control over the banking procedural timeframes, which can sometimes be lengthy.

Best regards,

Wisho Team

wisho casino says that it is the customer's responsibility to see if the bank can receive money using the method that the casino will withdraw the money????

interesting

how should the customer know which method you should send the money???

I deposit money with my IBAN account, and it goes well.. but when I want to withdraw, you send the money with a method that my bank does not support.. you could send with swift or some other method so it is not the customer's fault..

do you understand??

you can try to track transactions through a tracking number that only the sender has.. you are the one who sent the money and you are the one to track it? it's been 1 month and two weeks.. what are you waiting for???

wisho casino has no control over the bank, it's just ask and track.

the money does not disappear and comes back to the sender (casino) and will not be sent to me ..the first withdrawal, I have received and that's it, I'm waiting for the 3 others ( it was a total of 4 withdrawals and not 3), I send screenshot on the fourth and the other 3 are like the last. so you know that the transfer will not be carried out. I have sent a screenshot of my conversation with my bank. why does it take so long??? it is the year 2024

Will you pay in the end? that's the question

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 Yaser,

Thank you for your prompt reply, and we apologize for the late response.

We understand how concerning it must be to wait for your funds, and we want to assure you that we are doing everything we can to resolve the issue. As soon as we receive the funds back, they will be promptly credited to your player account.

At this moment, we are unable to provide an exact timeline. However, please rest assured that our finance department is diligently working with the payment system provider to retrieve the funds. This process can sometimes take longer than expected, and we greatly appreciate your patience and understanding during this time.

We will keep you informed of any updates. Our customer support team will reach out to you immediately once we have new information.

Thank you for your patience and understanding!

Kind regards,

Wisho Team

I got all my money

thanks

Great news, yaser312. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru