The player from Germany was experiencing difficulties cashing out from the casino due to incomplete account verification. The player has received the payment, and the complaint was closed as "resolved".
Wunderwins Casino - Player's struggling to cash out from the casino.
Amount: €800
Wunderwins Casino
Safety Index:Below averageSafety Index
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6.2
Wunderwins Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On 02/25 I have uploaded my documents. This was also confirmed to me by email and I was asked to wait. Then I made a withdrawal request. When I have questions in the chat, I am constantly told that I should upload my documents. I then sent an email with the answers from the casino, but today I was again asked to upload documents in the chat. I just can't get any further and need your support.
Best regards
Roswitha
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1 year ago
Dear Roswitha74,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please advise which documents you have already provided and when exactly did you send the last one? How did you submit the documents the casino requested from you thus far? (via email, via casino website)
Which documents have been requested from you repeatedly?
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
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1 year ago
Translation
Hello Thomas,
on 25.02. I completed the verification process with ID and selfie. I received a confirmation email for this and then there was a tick for the verified ID document. This hook is now gone again. I also have all the documents on 2.3. sent again by email. When I asked yesterday, I was told that my ID was not verified. My payout of €800 has been hanging for the whole time.
I just do not get any further. I hope you can help me.
Roswitha
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1 year ago
Thank you very much, Roswitha74, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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1 year ago
Dear Roswitha74,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Wunderwins Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Wunderwins Casino,
Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the player's verification?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year 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’ which may negatively affect its rating.
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1 year ago
Translation
Hello Stefan,
my account is verified and the money was paid to me today. The complaint was thus dealt with positively. Many thanks to the casino and to GURU.
Roswitha
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1 year ago
Dear Roswitha74,
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.
Kindest regards,
Casino.Guru
