Wunderwins Casino - 決済が遅延しているとのクレームがあります。

Good day,

I applied for a payout from "Wunderwins" on August 27th and then I was asked to verify myself.

I submitted all the documents and the casino then said they didn't accept a mobile phone bill as proof of address, I submitted another document and they wrote that you didn't "Bill: electricity, water, gas, rent, landline phone or internet. Mobile phone bills are not accepted

◦ Bank statement (list of transactions) or invoice from a recognized bank. Online banking is not accepted (N26, bunq, Revolut, Wise)."

They kept changing me their email and do not accept proof of address (see photo)

I also change your deadline for how old the document must be once 3 months and then again 6 (see attachment)

I would ask you to help me in this case.

many then

Guten Tag,

ich habe bei „Wunderwins" am 27.08 eine Auszahlung beantragt daraufhin sollte ich mich verifizieren.

Ich habe alle Dokumente eingereicht woraufhin das Casino dann meinte sie akzeptieren keine Mobilfunkrechnung als Adressnachweis daraufhin habe ich nochmal ein Dokument eingereicht woraufhin sie dann geschrieben haben das Sie weder „Rechnung: Strom, Wasser, Gas, Miete, Festnetztelefon oder Internet. Mobilfunkrechnungen werden nicht akzeptiert

    ◦ Kontoauszug (Liste der Transaktionen) oder Rechnung eines anerkannten Kreditinstituts. Onlinebanking wird nicht akzeptiert (N26, bunq, Revolut, Wise)."

Sie haben mir immer wieder ihrer E-Mail geändert und akzeptiert keine Adressnachweis (Siehe foto)

genauso änder sie ich ihre Frist wie alt das Dokument sein muss einmal 3 Monate und dann wieder 6 (Siehe Anhang)

ich würde sie bitte mir in diesem Fall zu helfen.

vielen dann

Dear benjaminstadler,

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

The matter has been resolved.

I misread the email.

Thank you anyway.

Die Sache hat sich geklärt.

Habe die E-Mail falsch gelesen.

Danke trotzdem.

Awesome news, benjaminstadler. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.