WishWin Casino - Вывод средств игрока задерживается из-за проблем с проверкой аккаунта.

Hello,

Unfortunately, I have a problem with the Wishwin casino.

On November 20, 2025, I deposited funds for the welcome casino bonus, but I was lucky and won with my deposited real money. Therefore, I cancelled the bonus.

After successful implementation, I requested the first payout of €500.

After the weekend, the withdrawal function was suddenly blocked.

I contacted the live chat and customer support, which unfortunately wasn't very helpful.

On November 26th, I received a message stating that I needed to verify my account. I sent all the requested documents to the casino, but the documents have not been processed and my account has not been activated.

After contacting support via email, I received another unhelpful reply that didn't resolve the issue. The documents still haven't been reviewed. According to the casino, a review only takes about 24 hours.

I hope you can help me with this matter.

I will gladly provide the correspondence with the casino.

Best regards!

Hallo,

ich habe leider ein Problem mit dem Casino Wishwin.

Am 20.11.2025 habe ich für den Willkommens-Casino-Bonus eingezahlt, ich hatte aber Glück und habe mit meinen eingezahlten Echtgeld gewonnen. Den Bonus habe ich somit storniert.

Nach erfolgreicher Umsetzung und habe ich die erste Auszahlung von 500€ beantragt.

Nach dem Wochenende war die Funktion der Auszahlung plötzlich gesperrt.

Ich habe den Live-Chat sowie den Kundensupport kontaktiert, was leider nicht sehr hilfreich war.

Am 26.11 habe ich dann die Meldung bekommen, dass ich mein Konto verifizieren muss. Ich habe alle angeforderten Unterlagen an das Casino gesendet, aber es erfolgt keine Bearbeitung der Dokumente und keine Freigabe meines Kontos.

Auf Nachfrage per E-Mail beim Support habe ich wieder nur eine E-Mail bekommen die nicht weiterhilft und das Problem nicht löst. Die Unterlagen sind immer noch nicht geprüft. Laut Casino dauert eine Überprüfung nur etwa 24 Stunden.

Ich hoffe nun, dass Sie in dieser Sache weiterhelfen können.

Den Schriftverkehr mit dem Casino stelle ich natürlich gerne zur Verfügung.

Viele Grüße!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WishWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please list which documents you provided to verify your account?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for your help. I'll try to answer everything as best as I can:

Could you please tell us how long you played at the casino and when exactly your account was blocked?

I registered on November 20th, and my account was probably activated on Friday, November 21st. However, I only noticed this after the weekend. On November 26th, account verification was requested.

Which games did you play to build up your current casino balance? (Slots, live games, sports betting)

I played slot games (slot machines).

Did you reach your current account balance using a bonus?

No, I won with real money and didn't use the bonus. I cancelled it.

Could you please list which documents you submitted to verify your account?

They requested proof of identity, a transaction history, and a selfie (a picture showing the website, my face, and my ID). I submitted all of these documents.

I'll send the screenshots to your email address.

Thank you again for your help!

Best regards

I will send you all screenshots and conversation logs via email.

Hallo Tomas,

danke für deine Hilfe. Ich versuche alles so gut wie möglich zu beantworten:

Könnten Sie uns bitte mitteilen, wie lange Sie im Casino gespielt haben und wann genau Ihr Konto gesperrt wurde?

Ich habe mich am 20.11. registriert und mein Konto wurde wahrscheinlich am Freitag den 21.11. Ich habe dies aber erst nach dem Wochenende bemerkt. Am 26.11 wurde dann die Verifizierung meines Kontos angefordert.

Welche Spiele haben Sie gespielt, um Ihr aktuelles Guthaben im Casino aufzubauen? (Spielautomaten, Live-Spiele, Sportwetten)

Ich habe Slotspiele (spielautomaten) gespielt.

Haben Sie Ihren aktuellen Kontostand mithilfe eines Bonus erreicht?

Nein, ich habe mit Echtgeld gewonnen und den Bonus nicht benutzt. Diesen habe ich storniert.

Könnten Sie bitte auflisten, welche Dokumente Sie zur Verifizierung Ihres Kontos eingereicht haben?

Sie haben einen Identitätsnachweis, eine Transaktionsliste und ein Selfie (Bild mit Website, Gesicht und Ausweis) angefordert. Diese Dokumente habe ich alle eingereicht.

Ich sende die Screenshots an deine E-mail Adresse.

Vielen Dank nochmal für die Hilfe!

Viele Grüße

Ich sende Ihnen alle Screenshots und Gesprächsverläufe per E-Mail zu.

Dear Sushi90,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite WishWin Casino representative to join this conversation.

Dear WishWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Sushi90,

Thank you for your ongoing patience during the verification process.

To proceed with the review of your account, our verification department requires the following additional documentation:

Jeton Funding History: Please provide the transaction history (TRX) from the specific payment method used to top up your Jeton wallet.

Required Period: This statement must cover the period from October 20, 2025, to November 20, 2025.

Please ensure that the documentation clearly displays your full name, the transaction dates, and the amounts transferred to your Jeton account.

You can upload these documents directly through the Verification page located within your profile on our website. Should you encounter any technical difficulties while uploading the files, please feel free to send the requested documents as an attachment via e-mail to our support.

We look forward to receiving these details so we can finalize your verification.

Kind regards,

WishWin Casino Team

Dear Sushi90,

WishWin Casino requested an additional verification document related to your Jeton payment method five days ago, specifically the Jeton funding/transaction history covering October 20 to November 20, 2025.

Please let us know whether you have already provided this document and how the verification process has progressed since then.

Hello Barbora,

I also wanted to contact you today. I sent the requested documents last week. I'm not at home at the moment, so I can't give you the exact date.

I hope wishwin now has all the necessary documents and we can complete the process.

Thank you.

Hallo Barbora,

ich wollte mich heute auch bei ihnen melden. Ich habe die angeforderten Dokumente letze Woche gesendet. Ich bin im Moment nicht zu Hause, jetzt kann ich ihnen das genau Datum nicht nennen.

Ich hoffe wishwin hat nun alle erforderlichen Dokumente und wir können den Prozess abschließen .

Vielen Dank.

Dear Sushi90,

Thank you for the update and your cooperation in providing all the required documentation.

Dear WishWin Casino,

Could you please verify whether all requested documents have now been received and advise when the player’s account verification is expected to be finalized?

Thank you in advance for your cooperation.

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 All,

Thank you for your patience.

We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best regards,

WishWin Casino Team

Dear Sushi90,

Thank you for providing the documents for your account verification.

Upon review, our team noted that the recently uploaded Jeton transaction history is the same document that was previously accepted. To move forward, please provide the transaction history from the specific payment method used to top up your Jeton account.

The documentation must meet the following criteria:

Timeframe: It must cover the period from October 20, 2025, to November 20, 2025.

Details: The document must clearly show your full name, the transaction dates, and the amounts transferred to Jeton.

We appreciate your cooperation in helping us finalize this process.

Kind regards,

WishWin Casino Team

Hello Wishwin, Hello Barbora,

In addition to the document I already sent to Wishwin, I have also sent a bank statement from Jeton.

This shows when I last topped up my token account. I'm sorry if I misunderstood something.

During the required period, I did not top up my token account myself, as there was sufficient credit available. The deposits received during this period came from partial transfers of other casino winnings.

I'm sending Wishwin two withdrawal receipts from a casino I found. These fall within the required timeframe.

I hope everyone had a nice holiday season and that we can now resolve this matter quickly 🙂

Best regards, Sushi

Hallo Wishwin, Hallo Barbora,

ich habe zusätzlich zu dem Dokument, dass ich Wishwin bereits gesendet habe, einen Kontoauszug von Jeton zukommen lassen.

Auf diesem ist zu sehen, wann ich das letzte mal mein Jeton-Konto aufgeladen habe. Es tut mir leid, wenn ich etwas missverstanden habe.

In dem geforderten Zeitraum habe ich mein Jeton-Konto nicht selber aufgeladen, da genügend Guthaben vorhanden war. Die Eingänge in dem Zeitraum stammen von Teilüberweisungen von anderen Casinogewinnen.

Ich sende Wishwin zwei Auszahlungsbelege von einem Casino, die ich gefunden habe. Diese fallen in den geforderten Zeitraum.

Ich hoffe das alle schöne Feiertage hatten und wir diesen Fall nun schnell erledigen können 🙂

Viele Grüße Sushi

Dear Sushi90,

Thank you for your update and for providing the additional documentation regarding your Jeton account.

Dear WishWin Casino,

Player has provided the requested Jeton bank statement and two withdrawal receipts covering the required period. The player has clarified that no personal top-ups were made during this time.

Please review these documents and confirm when the account verification can be finalized so the pending withdrawal can be processed.