Wunderwins Casino - 当該プレイヤーは出金が遅れていると考えています。

I've deposited at this casino several times and even won a few times. Now, I've won €50 through free spins and would like to withdraw it. I had to verify my account, which I did. A woman in the chat told me my account was verified and that I should wait. Every day I receive an email asking me to upload my bank card details. I've done this three times already.

Payment is still pending! Or rather, the processing is still outstanding!

Habe des öftern schon bei dem Casino eingezahlt und auch mal gewonnen. Nun ist es so, das ich durch kostenlose Freispiele 50 Euro gewonnen habe und diese gern auszahlen möchte. Nun musste ich mein Konto verifizieren, was ich auch tat. Eine Dame im Chat schrieb mir das mein Konto verifiziert sei und ich solle warten. Jeden Tag bekomme ich eine Mail , das ich meine Bankkarte hochladen soll. Insgesamt habe ich dieses schon 3x erledigt.

Auszahlung steht immer noch aus! Bzw die Bearbeitung!

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.

Dear Anonym80,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Oh, I forgot:

The chat is occasionally ended.

Ach hatte ich vergessen:

Der Chat wird ab und zu gern beendet.

I keep getting put off. This morning I received an email saying my account is now verified. But in the chat they say they still need my bank card. I'm getting really angry! I've taken screenshots of the emails.

Werde weiterhin vertröstet. Heute morgen Email erhalten das Konto nun verifiziert ist. Im Chat sagt man aber das man meine Bankkarte noch benötigt. Langsam werde ich wirklich sauer! Habe Screenshots von Emails gemacht.

Dear Anonym80,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Anonym80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila