Wunderwins Casino - El jugador está luchando por retirar dinero del casino.

On 02/25 I have uploaded my documents. This was also confirmed to me by email and I was asked to wait. Then I made a withdrawal request. When I have questions in the chat, I am constantly told that I should upload my documents. I then sent an email with the answers from the casino, but today I was again asked to upload documents in the chat. I just can't get any further and need your support.

Best regards

Roswitha

Am 25.02. habe ich meine Dokumente hochgeladen. Das wurde mir auch per Mail bestätigt und ich wurde um Wartezeit gebeten. Dann habe ich eine Auszahlungsanforderung gestellt. Bei Nachfragen im Chat wird mir ständihg mitgeteilt das ich meine Dokumente hochladen soll. Ich habe daraufhin Mail mit den Antworten des Casinos geschickt, aber heute wieder die Aufforderung im Chat Dokumente hochzuladen. Ich komme einfach nicht weiter und brauche Ihre Unterstützung.

Mit besten Grüßen

Roswitha

Dear Roswitha74,

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

Could you please advise which documents you have already provided and when exactly did you send the last one? How did you submit the documents the casino requested from you thus far? (via email, via casino website)

Which documents have been requested from you repeatedly?

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,

Tomas

Hello Thomas,

on 25.02. I completed the verification process with ID and selfie. I received a confirmation email for this and then there was a tick for the verified ID document. This hook is now gone again. I also have all the documents on 2.3. sent again by email. When I asked yesterday, I was told that my ID was not verified. My payout of €800 has been hanging for the whole time.

I just do not get any further. I hope you can help me.

Roswitha

Hallo Thomas,

am 25.02. habe ich den Verifizierungsprozess mit Ausweis und Selfie abgeschlossen. Dafür habe ich eine Bestätigungsmail erhalten und danach war ein Haken für das verifizierte Ausweisdokument. Dieser Haken ist nun wieder weg. Ich habe auch alle Dokumente am 2.3. nochmals per Mail geschickt. Als ich gestern nachgefragt habe wurde mir mitgeteilt das mein Ausweis nicht verifiziert ist. Meine Auszahlung von 800 € hängt seit der ganzen Zeit.

Ich komme einfach nicht weiter. Ich hoffe das Sie mir helfen können.

Roswitha

Thank you very much, Roswitha74, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Roswitha74,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Wunderwins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Wunderwins Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the player's verification?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hello Stefan,

my account is verified and the money was paid to me today. The complaint was thus dealt with positively. Many thanks to the casino and to GURU.

Roswitha

Hallo Stefan,

mein Konto ist verifiziert und das Geld wurde mir heute ausgezahlt. Die Beschwerde wurde damit positiv bearbeitet. Vielen Dank an das Casino und an GURU .

Roswitha

Dear Roswitha74,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kindest regards,

Casino.Guru