Wonder Luck Casino - El retiro del jugador se retrasa debido a problemas de KYC.

The casino is requesting KYC verification after I attempted to withdraw €500. So far, everything has been approved except for my bank statements, which are supposed to prove the deposits. Since I deposited with my debit Visa card and the transactions are debited directly from my bank account, there is no separate statement for this. The responsible department doesn't seem to understand this and continually rejects the correct documents. I have already been to my bank and requested and scanned bank statements in DIN A4 format as PDFs for €10. Although all the required information is visible on the statements, they were rejected again.

Das Casino fordert eine KYC-Überprüfung, nachdem ich versucht habe, 500 Euro auszuzahlen. Bisher wurde alles genehmigt, mit Ausnahme meiner Kontoauszüge, die die Einzahlungen belegen sollen. Da ich mit meiner Debit-Visa-Karte eingezahlt habe und die Transaktionen direkt von meinem Bankkonto abgebucht werden, gibt es keine separate Abrechnung dafür. Die zuständige Abteilung scheint dies nicht zu verstehen und lehnt die korrekten Dokumente ständig ab. Ich war bereits bei meiner Bank und habe für 10 Euro nochmals Kontoauszüge im DIN-A4-Format als PDF angefordert und eingescannt. Obwohl auf den Kontoauszügen alle geforderten Informationen sichtbar sind, wurden sie erneut abgelehnt.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Is verifying your bank statement the only remaining issue? Have all your other documents already been approved by the casino?

Could it be that the issue lies in the format of the file? You mentioned the statements were scanned — could you try downloading the PDF file directly from your online banking platform and send it to the casino without making any changes to it? Sometimes, scanned or edited documents can be automatically flagged by the system.

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru