WishWin Casino - El retiro del jugador se retrasa debido a problemas de verificación de la cuenta.

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!

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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 tomas@casino.guru, 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 (barbora.p@casino.guru). 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.

Dear Sushi90,

Upon reviewing your transaction history, we have identified four separate top-ups of €500.00 each on 19 November 2025.

To comply with our regulatory requirements and finalize your verification, we kindly ask you to provide an explanation regarding the origin of these funds. To assist us, please provide documentation that establishes the source of the funds used for these transactions.

Verifying the source of these deposits is a necessary step to ensure the continued security of your account and our platform.

Thank you for your cooperation, and we look forward to your response.

Kind regards,

WishWin Casino Team

Hello Barbora, hello Wishwin,

I did some research and found four pieces of evidence from that period.

As mentioned previously, these are payouts from other casinos.

As with the WishWin casino, the withdrawal request is limited to a maximum of €500.

Therefore, this amount can be found several times.

I hope you now have all the necessary documents so that we can conclude the process.

Hallo Barbora, hallo Wishwin,

ich habe recherchiert und vier Belege aus diesem Zeitraum gefunden.

Wie bereits erwähnt, handelt es sich dabei um Auszahlungen von anderen Casinos.

Wie bei dem Casino WishWin beschränkt sich die Auszahlungsanfrage auf höchstens 500 €.

Daher ist dieser Betrags mehrmals zu finden. 

Ich hoffe, Sie haben nun alle notwendigen Unterlagen, damit wir den Prozess abschließen können.

Dear Sushi90,

Thank you for your update and for taking the time to gather and submit the additional evidence regarding the origin of the funds. We appreciate your cooperation throughout this verification process.

Dear WishWin Casino,

The player has now provided documentation explaining the four €500 transactions dated 19 November 2025, stating that these funds originated from withdrawals at other casinos, where payout limits of €500 per transaction apply. Supporting evidence for these withdrawals has been shared.

At this stage, please confirm whether the provided documentation sufficiently establishes the source of funds for the identified transactions. If any specific additional document is still required, kindly specify it clearly and precisely. Otherwise, please advise when the player’s account verification is expected to be finalized and the pending withdrawal processed.

Thank you for your cooperation.

Dear Sushi90,

Many thanks for your patience, understanding, and cooperation . We really appreciate it.

We are pleased to inform you that your account has been verified. Please continue to use your account further.

Our team wishes you all the best for your future activities!

Kind regards,

WishWin Casino Team

Dear WishWin Casino,

Thank you for confirming that the player’s account has been successfully verified.

Dear Sushi90,

You should now be able to place your withdrawal request without further restrictions. Please let us know once the withdrawal has been submitted and inform us when the funds are successfully received.

We will keep this complaint open until the withdrawal has been processed and all funds have been paid out.

Thank you both for your cooperation.

Hello everyone 🙂

Thank you so much, Barbora, for your help and for mediating. Thanks to Wishwin for the cooperation. I hope the payout will now proceed quickly. I've submitted the first withdrawal request.

Best regards

Sushi

Hallo miteinander 🙂

vielen Dank Barbora für deine Hilfe und dass ihr vermittelt habt. Danke an Wishwin für die Kooperation. Ich hoffe nun, dass die Auszahlung zügig vorangehen. Die erste Auszahlungsanfrage habe ich getätigt.

Viele Grüße

Sushi

Dear Sushi90,

Thank you for the update and for confirming that you have successfully submitted your first withdrawal request.

Please keep us informed about the progress of the withdrawal and let us know once the funds have been credited to your account. Should you encounter any further delays or issues, do not hesitate to update this complaint thread so we can assist if necessary.

We will continue to monitor the situation until the withdrawal has been fully processed.

Hello Barbora,

My withdrawal was unfortunately cancelled. I only received an email informing me that my payment was cancelled or rejected. According to Wishwin, it may have been a technical error.

I've requested the payout again and I hope it works this time. I'm only getting back to you now because I unfortunately got a bad case of the flu.

Best regards

Hallo Barbora,

meine Abhebung wurde leider storniert. Ich habe nur eine E-Mail bekommen, mit der Info, dass meine Auszahlung storniert bzw abgelehnt wurde. Eventuell laut Wishwin ein technischer Fehler.....

Ich habe die Auszahlung nochmal beantragt und ich hoffe, dass es diesmal funktioniert. Ich melde mich erst jetzt, da mich leider die Grippe heftig erwischt hatte.

Viele Grüße

Dear Sushi90,

According to the relevant department, the transaction in question failed due to an error indicating that the transaction was not permitted. Please contact your bank to find out if your account is subject to any restrictions.

Please be assured that your new withdrawal submission has been forwarded to the appropriate department for processing.

Kind regards,

WishWin Casino Team

Dear WishWin Casino,

Thank you for the update.

As the player’s account has already been successfully verified, we kindly ask for clarification regarding the failed withdrawal.

Please confirm whether the transaction was rejected before leaving your system or by your payment service provider. If available, we would appreciate it if you could share the transaction reference or the specific system/PSP error code associated with this withdrawal attempt.

Additionally, please confirm whether the funds have already been returned to the player’s casino balance and advise when the newly submitted withdrawal is expected to be processed.

Thank you for your cooperation.

Dear Sushi90,

Your recent withdrawal failed with the error: 'Transaction not allowed.' This typically indicates a restriction on the bank's side. Please check with your bank to ensure your account is permitted to receive these funds before attempting the withdrawal again.

We kindly suggest that you contact your bank to verify if there are any active restrictions on your account or if they are blocking transactions from gaming providers.

Once you have confirmed this with your bank, please feel free to attempt the withdrawal again.

Kind regards,

WishWin Casino Team

Hello Barbora, Hello wish-win-support,

Thank you for your reply. I am currently undergoing verification with Jeton as well. Jeton has already received the necessary documents; I am just waiting for confirmation and the activation of my account. Thank you for your patience and understanding.

Hallo Barbora, Hallo wish-win-support,

vielen Dank für die Rückmeldung. Ich habe momentan bei Jeton ebenfalls eine Verifizierung. Die unterlagen dafür hat Jeton bereits erhalten ich warte nur noch auf die Rückmeldung und die Freigabe meines Kontos. Vielen dank für Ihre Geduld und Ihr Verständnis.

Dear Sushi90, thank you for the update.

Dear WishWin Casino,

The player has informed us that they are currently completing verification with Jeton and are waiting for their account to be fully activated.

Could you please confirm whether the withdrawal can be processed once the Jeton verification is completed, or if any additional steps will be required from the player’s side?

Thank you for your cooperation.

Dear all,

As previously communicated, the player's account has been verified and can continue to be used.

Once any active restrictions on their payment provider have been lifted, they can resume using it and should not experience any issues when submitting withdrawal requests.

Kind regards,

WishWin Casino Team

Hello Barbora, Hello Wishwin

Thank you for the message that my account verification is complete. I wanted to let you know that the verification process with Jeton is progressing. They have requested some additional documents for further review. Therefore, it should hopefully only take a few more days until it's finished. I will provide an update immediately.

Thank you for your patience and cooperation.

Hallo Barbora, Hallo Wishwin

vielen Dank für die Nachricht, dass mein Konto fertig verifiziert wurde. Ich wollte bescheid geben, dass die Verifizierung bei Jeton vorn schreitet. Es wurde zur genaueren Prüfung nochmal Dokumente angefordert. Daher wird es hoffentlich nur noch ein paar Tage dauern, bis diese abgeschlossen ist. Ich werde sofort ein update geben.

Ich danke Ihnen für Ihre Geduld und Zusammenarbeit.

Dear Sushi90,

Thank you for the update.

We appreciate you keeping us informed about the progress of the Jeton verification. Please let us know once the verification is completed or if there are any further developments on your side.

We will continue to monitor the case and remain available should any additional assistance be needed.

Dear All,

As part of our standard security review, it is necessary to upload a statement for your Paysafecard wallet.

Verifying the source of these deposits is an essential step in ensuring the ongoing security of both your account and our platform.

Kind regards,

WishWin casinonTeam

Dear All,

Please disregard our last communication regarding this account. We apologize for any confusion.

The player's account is verified and ready for use. As soon as the restrictions from their payment provider are resolved, the player can resume using their account and should be able to submit withdrawals without issue.

Best regards,

WishWin Casino Team

Dear Sushi90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello everyone,

Unfortunately, I must still ask for your patience. Jeton has requested further documents that I sent a few days ago. I am now waiting for a response from Jeton. I think we can resolve this soon, though. Thank you for your patience and best regards.

Sushi

Hallo miteinander,

leider muss ich immer noch um Geduld bitten. Es wurden nochmal Dokumente bei Jeton angefordert, die ich bereits vor ein paar Tagen gesendet habe. Ich warte nun auf Antwort und Reaktion seitens Jeton. Ich denke wir können das aber bald abschließen. Ich danke für die geduld und viele Grüße

Sushi

Dear Sushi90,

Thank you for the update and for keeping us informed.

We understand that Jeton has requested additional documents and that you are currently waiting for their response. That is perfectly fine.

Please continue to update us once there is any progress, especially when your Jeton account becomes fully verified or if you encounter any difficulties.

We will keep the complaint open and continue monitoring the situation.

Hello everyone,

Unfortunately, I don't have a concrete update yet. I contacted Jeton support yesterday. They explained that my documents are still being reviewed and apologized for the delay.

I also thank you for your patience.

Hallo miteinander,

ich habe leider noch kein konkretes Update. Ich habe gestern mit dem Jeton-Support kontakt gehabt. Diese haben mir erklärt, dass meine Dokumente immer noch geprüft werden und sie entschuldigen sich, dass es so lange dauert.

Ich bedanke mich ebenfalls für Ihre Geduld.

Dear Sushi90,

Thank you for your message and for keeping us informed.

We understand that Jeton is still reviewing your documents. At this stage, we will continue awaiting further updates from your side. Please let us know as soon as there is any progress, particularly once your Jeton account becomes fully verified or if you receive any new information.

We appreciate your patience and cooperation.

Dear Sushi90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello everyone,

I just received feedback from Jeton. I apologize for the delay; unfortunately, there was a delay on Jeton's end.

My account verification is not yet complete, as there were some further questions. I have just answered them and I hope to receive positive feedback soon that my account has been verified.

Best regards

Hallo miteinander,

ich habe soeben Rückmeldung von Jeton bekommen. Ich entschuldige mich, dass es so lange gedauert hat, leider gab es Seitens Jeton eine Verzögerung.

Noch ist mein Konto nicht fertig verifiziert, da noch nochmal Rückfragen gekommen sind. Diese habe ich soeben beantwortet und ich hoffe ich bekomme nun bald eine positive Rückmeldung, dass mein Konto verifiziert wurde.

Viele Grüße

Dear Sushi90,

Thank you for the update.

We appreciate you informing us about the current status of your Jeton verification. We understand that additional questions were raised and that you have already provided the requested information.

Please keep us informed once there is any progress or once your Jeton account becomes fully verified. After that, kindly attempt the withdrawal again and let us know the outcome.

We will keep the complaint open and continue monitoring the situation.