Wyns Casino - El retiro del jugador se retrasa.

Hello CasinoGuru Team,

I won real money at the "Wyns" casino on November 26, 2025.

On the same day, I also requested the first payout.

I should then verify my identity on December 4, 2025.

I did that on the same day (December 4th).

On December 11th and December 18th, 2025, I contacted the live support at "Wyns Casino" to ask why the processing was not taking place.

On December 19, 2025, two further documents were requested.

A "selfie", which has already been submitted. (Now for the second time.)

and a bank statement from the bank "N26", with which I topped up my mifinity account.

On January 5, 2026, I contacted live support again to ask when my documents would be processed.

The employee told me that it was being processed and that I should wait.

The verification page at "Casino Wyns" still states that the documents need to be reviewed.

Since no payment has been made since November 26, 2025, I have decided today to write a complaint.

Best regards

Kavaloa

Hallo CasinoGuru Team,

ich habe beim Casino "Wyns" am 26.11.2025 mit Echtgeld gewonnen.

am selben Tag, hatte ich auch die erste Auszahlung beantragt.

am 04.12.2025 sollte ich mich dann verifizieren.

das habe ich am selben Tag (04.12.) getan.

Am 11.12. sowie den 18.12.2025 habe ich den Livesupport bei "Wyns Casino" angefragt, warum die Bearbeitung nicht stattfindet.

Am 19.12.2025 wurden dann zwei weitere Unterlagen angefordert.

ein "Selfie", was ja schon eingereicht wurde. (nun zum zweites mal.)

und ein Kontoauszug von der Bank "N26", mit der ich mein mifinity Konto aufgeladen habe.

am 05.01.2026 habe ich wieder den Livesupport angeschrieben, wann denn die Bearbeitung meiner Unterlagen stattfindet.

Der Mitarbeiter sagte mir, das es bearbeitet wird und ich noch warten soll.

Online bei "Casino Wyns" auf der Verifizierungsseite steht bis heute, das die Unterlagen noch geprüft werden müssen.

Da seit dem 26.11.2025 immer noch keine Auszahlung erfolgt ist, habe ich mich heute entschieden, eine Beschwerde zu schreiben.

Mit freundlichen Grüßen

Kavaloa

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 kavaloa,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but it definitely shouldn't take weeks.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please advise which documents you have already submitted?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

1) Could you please tell us which documents you have already submitted?

Answer: On December 4, 2025, I submitted the following verification documents to "Wyns".

• passport
• Registration certificate
• Selfie with passport and "Wyns" website in the background.
• Account details for the e-wallet "mifinity" (address, name, account number, email)

On December 19, 2025, I immediately sent further requested documents to "Wyns":

• Selfie with passport and Wyns' website in the background. (for the second time)
• Bank statement for November, account "N26" with which I topped up the e-wallet "mifinity".

I will send you these documents immediately by email to: [email protected]

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Best regards

Kavaloa

1) Könnten Sie uns bitte mitteilen, welche Dokumente Sie bereits eingereicht haben?

Antwort: Am 04.12.2025 habe ich bei "Wyns" folgende Verifizierungsunterlagen eingereicht.

• Pass
• Meldebescheinigung
• Selfie mit Pass und INternetseite von "Wyns" im Hintergrund.
• Kontodaten E-Wallet "mifinity" (Adresse, Name, Kontonummer, email)

Am 19.12.2025 habe ich weitere geforderte Unterlagen sofort an "Wyns" gesendet:

• Selfie mit Pass und INternetseite von "Wyns" im Hintergrund. (zum zweiten mal)
• Kontoauszug Monat November Konto "N26" mit dem ich die E-Wallet "mifinity" aufgeladen habe.

Diese Unterlagen sende ich Ihnen jetzt sofort per mail an: [email protected]

2) Hat das Casino irgendwelche Probleme bei der Genehmigung bestimmter Dokumente gemeldet?

Antwort: NEIN

Liebe Grüße

Kavaloa

Hello Kristina,

For info:

Strangely enough, today, January 9th, the casino is requesting the same document again.

Financial support:

• Bank statement from the bank where I topped up my "mifinity" account.

I submitted this on December 19, 2025. (Bank statement from "N26")

Now, three weeks later, the same document is being requested.

(I sent you, Kristina, the documents, including this bank statement, by email on January 8, 2026.)

I have uploaded the bank statement again immediately to "Wyns Casino"

Here, a payout has been prevented for weeks by weeks of inaction and by constantly requesting documents twice.

I also contacted "Wyns" live support, but they didn't answer my questions clearly at all.

Warm regards

Kavaloa

Hallo Kristina,

ZUR Info:

komischerweise, verlangt heute am 09.01. nun das Casino zum wiederholten male das selbe Dokument.

Forderung:

• Kontoauszug von der Bank, mit der ich "mifinity" aufgeladen habe.

Dies hatte ich schon am 19.12.2025 eingereicht. (Kontoauszug von "N26")

Nun drei Wochen später, wird das selbe Dokument gefordert.

(Dir Kristina, hatte ich die Unterlagen, auch diesen besagten Kontoauszug am 08.01.2026 per mail gesendet. )

Den Kontoauszug habe ich erneut, sofort hochgeladen bei "Wyns Casino"

hier wird seit Wochen eine Auszahlung verhindert durch Wochenlanges nicht bearbeiten und durch ständig doppelt die Dokumente anforden.

Den Livesupport von "Wyns" hatte ich eben auch angeschrieben, es wird gar nicht klar auf meine Fragen eingegangen.

Herzliche Grüße

Kavaloa

Thank you very much for your reply, kavaloa. Could you please forward all relevant correspondence between you and the casino to [email protected]? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

I just forwarded 13 emails to you. (to your email address)

This is the email exchange with "Wyns" as well as the transcripts of Wyns' "Livechat".

Thank you very much.

Kavaloa

Hallo Kristina,

ich habe Dir eben 13.mails weitergeleitet. (an deine email)

Das ist der Mailaustausch mit "Wyns" sowie die Transcripte mit dem "Livechat" von Wyns.

Ich bedanke mich herzlichst.

Kavaloa

Dear kavaloa,

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, Mirka ([email protected]). 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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wyns Casino representative to join this conversation.

Dear Wyns Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear kavaloa,

Your request has been forwarded to the relevant department, which will review it and rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Wyns Casino Team

Dear Wyns Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear kavaloa,

In order to complete your verification process please provide us with the transaction history of the payment method used to top - up your Mifinity on 21/11/2025 for the amount 500 EUR for the full month of November.

To verify your account, please upload the requested documents to our website. You can find the verification page, along with all the necessary documents, on your profile to complete the process.

Kind regards,

Wyns Casino Team

Dear Wyns Team,

I uploaded the requested document to their website "Wyns". The document (screenshot) shows that the payment from November 21, 2025, to my Mifinity account came from winnings at another casino (Cazeus) and not, as they may have assumed, from a bank account.

Hello Mirka,

I just sent you the screenshot (the document) to your email address.

Kind regards

Kavaloa

Sehr geehrtes Wyns- Team,

ich habe das geforderte Dokument auf ihrer Internetseite "Wyns" hochgeladen. Auf dem Dokument (Screenshot) ist zu sehen, das die Zahlung vom 21.11.2025 auf mein Mifinity Konto von einem Gewinn in einem anderen Casino (Cazeus) kommen und nicht, wie sie vielleicht angenommen haben, von einem Bank Konto.

Hallo Mirka,

Dir habe ich den Screen (das Dokument) eben an deine email gesendet.

Freundliche Grüße

Kavaloa

Dear Wyns Casino,

Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?

Thank you.

Dear Wyns Casino,

Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?

Thank you.