WishWin Casino - Η επαλήθευση KYC του παίκτη καθυστερεί.

Greetings,

I'm filing this complaint because I've been sending documents to WISHWIN.com casino for KYC verification for over a month, and this is the third time I've sent my bank statement back and it's been rejected. They're asking for statements from September 5 to October 5. My bank doesn't issue periodic statements, only monthly ones. I've already uploaded both September and October, and it's always rejected. Can I find out what exactly they want to unlock my account? (Since the chat tells me to send an email, they don't respond to emails.)

Salve,

Apro questo reclamo in quanto e da più di un mese che mando documenti al casino WISHWIN.com, per la verifica kyc, ed e la terza volta che rimando il mio estratto conto della mia banca e mi viene rifiutato. Mi richiedono estratto conto dal 05/09 al 05/10, la mia banca non fa estratti conto a periodo ma solo in mese in mese , ho già caricato sia il mese di settembre che quello di ottobre e mi viene rifiutato sempre. Posso sapere da loro cosa vogliono di preciso per sbloccarmi il conto ? ( Visto che la chat mi dicono di inviare email ed alle email non rispondono.)

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.

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.

• The number specified in the notification on the screenshot, does it refer to a bank account number or a debit or credit card?
• Could you please explain when you made deposits in the casino? Were these transactions recorded on the bank statement you provided to the casino? Were your deposits made in September or October?
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that your ID documents were submitted and approved?
• Could you please share with me your communication with the casino regarding the verification issue? Send emails or chat transcripts to my email at [email protected], 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, the only thing missing from the KYC verification is my bank statement. It's been rejected three times already, and I don't understand why. The screenshot sent refers to the last missing verification, which is my bank statement.

Salve, come verifica kyc manca solo il mio estratto conto bancario dove me lo hanno rifiutato già 3 volte e non capisco la motivazione. Lo screen mandato si riferisce all'ultima verifica che manca cioè estratto conto bancario.

Thanks for the clarification.

In the screenshot, the original PDF format of the bank statement is specified as necessary.

Did you provide the original PDF? Have you made sure that any of your previous deposits to the casino are listed in the transaction list on the document?

If there is any communication between you and the casino support where you attempted to resolve the issue available to you?

Would you be able to share this communication with me?

My email is [email protected]

Looking forward to your reply.

Hi, yes I sent the original PDF file and also sent the months of September and October as requested.

Salve , si ho mandato il file PDF in originale e mandato anche il mese di settembre e ottobre come da loro richiesto.

Hello Mantello056,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, while I wait to hear from you, I also wanted to report that Wishwin Casino, after I managed to send an email asking for explanations, has now blocked me and is no longer receiving my emails and I have not received any response.

Salve nel frattempo che aspetto vostre notizie, volevo anche segnalare che il casino wishwin dopo che ero riuscito a mandare un email per avere spiegazioni, adesso mi hanno bloccato e non ricevono più le mie email e non ho avuto nessuna risposta.

I am sorry to hear that.

Please allow me to ask further questions:

• Did the casino explain why they blocked your account? If the casino has informed you, please share this communication with me at [email protected] or post screenshots here.
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your cooperation.