WildWin.io Casino - Se deniega el retiro del jugador, quien solicita el reembolso del depósito.

In 19th of june i deposited in this casino the amount of about 60$ and gambled there, ended up having some luck and got to 200$ balance, however when i went to cashout they required KYC procedure, i done it but their system denied it even tough the documents were fine

I dont feel comfortable sharing more data with them considering they got my ID information and still refused to pay my cashout so i requested a deposit refund instead so i dont bother going through that process and risking leaking my own data to them and other people.

Its been a couple days since the refund request was done and i didnt got any other information from the casino since.

I ask for casino guru staff to help at least get my deposit money back since they refuse to let me keep my winnings

No bonuses were used

Amount fully played on casino

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you send to the casino for KYC verification?
• Am I correct in understanding that none of your documents have been approved by the casino?
• What explanation did you receive as to why your documents could not be verified?
• Did you provide all the requested documents on time and in the correct format?

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

1. Proof of address, selfie with ID and Id

2. They were all approved except selfie with ID

3. Because they said I was born on the 31st of October 2008

4. Yes

Thank you for your reply. Could you please confirm whether you were born in October 2008 and, consequently, are not yet 18 years old?

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

Dear Pratinha777,

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,

Veronika