Wisho Casino - Η απόσυρση του παίκτη έχει καθυστερήσει.

Hello

I start with the fact that I have played on many gaming sites and have not had any problems in this way, most casinos I have closed today to take a break or reduce my gambling, I played at two casinos called unlimitcasino.com and goldroll .com I am very happy with them, It went so well both with deposit and withdrawal, I won and then I wanted to pause my gaming account for a while, I got the urge to play when I found wishocasino and started by making deposit 1000, euros and the second time 1000 euros and the third time I made a deposit of 1000 euros to when they froze my gaming account for verification, then they wanted me to report my salary that I get in my bank account and three months of bank transactions, I sent the documents that they wanted, then they started pointing to some transactions and they wanted me to report and explain and I did, they wanted 12 months of transactions, then I told them it's the first time someone asks for 12 months of transactions, when they thought I refused to send 12 month transactions to my bank account, then they said we have sent your case to an extra check at their AML department, then they started that I have to contact all the casinos I have played in the last 12 months and that I ask for the documents on all my deposits and withdrawals that I have made, everything should be pdf,

I contacted those I remember and asked for the documents and I received the documents and forwarded to wishocasino.com documents I received it was not pdf and I justified all evidence that it the documents I could get, every time I submit documents that they want then they pray more and more.

now they want proof of four transactions that have come to my bank account from unlimitcasino for verification, unlimitcasino says we will help you with this but it can take up to 30 days

I have 987.58 euros in my gaming account

it is the first time I experience such a situation to demand so much all the time

it's been 22 days now

What do you recommend?

with kind regards Jonny

Hej

jag börjar med att jag har spelat på många spelsajter och har inte haft några problem på så sätt, de flesta casinot jag har stängt av mig idag för att ta paus eller minska mitt spelande, jag spelade på två casino som heter unlimitcasino.com och goldroll.com jag är jätte nöjd hos de, det Gick så bra båda med insättning och uttag, jag vann och då ville jag pausa mina spelkonto på ett tag, jag blev sugen på att spela då jag hittade wishocasino och började med att göra insättning 1000, euro och andra gången 1000 euro och tredje gången jag gjorde insättning på 1000 euro till då de frystes mitt spelkonto för verifiering, då ville de att jag skulle redovisa min lön som jag får på mitt bankkonto och tre månaders bank transaktioner, jag skickade de dokument som de ville, då började de peka på några transaktioner och de ville att jag skulle redovisa och förklara och det gjorde jag det, de ville 12 månaders transaktioner, då sa jag till de det är första gången någon ber 12 månaders transaktioner, då de tyckte att jag vägrade att skicka 12 månaders transaktioner på mitt bankkonto, då sa de vi har skickat ditt ärende till en extra kontroll på deras AML avdelning, då började de att jag måste kontakta alla casino som jag har spelat på de senaste 12 månader och att jag ber de dokument på alla mina insättning och uttag som jag har gjort, allt ska vara pdf,

jag kontaktade de som jag kommer ihåg och bad de dokument och jag fick de dokument och skickade vidare till wishocasino.com dokument jag fick det var inte pdf och jag befogad alla bevis att det de dokument jag kunde få, varje gång jag skickar in dokument som dem vill då ber de mer och mer.

nu de vill bevis på fyra transaktioner som har kommit till mitt bankkonto från unlimitcasino för försätta verifiering, unlimitcasino säger vi hjälper dig med detta men det kan ta upp till 30 dagar

jag har på mitt spelkonto 987,58 euro

det är första gången jag upplever en sånt situation att kräva så mycket hela tiden

det har gått 22 dagar nu

vad rekommenderar ni?

med vänlig hälsningar Jonny

Dear 3242ashi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hello

you know better than me when it comes to verification, then I will wait for them to get the last documents from me to prove the last transactions they wanted, as soon as I get a basis for these transactions then I send directly to the

then we wait with complaints for so long

mvh Jonny

Hej

ni vet bättre än mig när det gäller verifiering, då ska jag vänta på att de ska få sista dokument från mig för att bevisa de sista transaktioner som de ville ha, så fort jag får underlag på dessa transaktioner då skickar jag direkt till de

då avvaktar vi med klagomål så länge

mvh Jonny

Hello 3242ashi,

Have there been any developments since our last conversation, please? 

Hi thanks for the feedback

no nothing has happened yet, they wanted documents on some transactions that had come to my bank account the transactions come from unlimitcasino and I have sent to them that they send evidence of these winnings, then they said we are happy to help with this but it can take up to 30 days until I receive documents

Hej tack för återkoppling

nej det har inte hänt något än, de ville dokument på några transaktioner som hade kommit till mitt bankkonto de transaktioner kommer från unlimitcasino och jag har skickat till de att de skickar underlag på dessa vinste, då sa de vi hjälper till gärna med detta men det kan ta upp till 30 dagar tills jag får dokument

Thank you very much, 3242ashi, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi 3242ashi,

I've just reviewed your case and am sorry to hear that you run into such an issue. I'll try my best to help you by contacting the casino.

I'd like to invite Wisho Casino to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the case? Can you confirm that the player has sent all the required documents in the correct form so the player's account will be verified? And what may be the reasons for the delay?

Regards,

Natalia

Hello

the problem is wishocasino they need documents on some transactions that I have won, it will be pdf, after 30 days I got information from the casino that I won at, they sent information to me, but it is protected with password words and it is a one-time password

I have sent a picture of the information I received and we will see what they say at wishocasino

Hej

problemet är wishocasino de behöver dokument på några transaktioner som jag har vunnit, det skar vara pdf, efter 30 dagar fick jag underlag från casino som jag vunnit på, de skickade underlag till mig, men den är skyddad med lösenord ord och det är engångs lösenord

jag har skickat bild på underlag som jag fick och vi får se vad de säger på wishocasino

Hello

when I sent a complaint, I wrote SEK 987.58. It's wrong

987.58 is Euro

with kind regards Jonny

Hej

när jag skickade klagomål då skriv jag 987,58 kronor. Det är fel

987,58 är Euro

med vänliga hälsningar Jonny

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’.

Hello

The client has provided the bank statements for 3 months as standard verification procedure requests.

After reviewing bank statements, we have requested the client to explain some of the transactions from his bank statements and throughout the conversation, the client has changed his answers regarding transactions, which is considered suspicious activity. Thus, the client's verification case has been sent to the senior AML specialist for additional checks and as well additional documents have been requested due to regulations we have to follow.

The process has taken longer than usual because the client at first refused to provide additional documents.

As soon as we received the documents and reviewed them, additional information from the documents was gained and therefore, additional questions were asked and documents requested.

Once the client provided all the requested information and documents, it has been sent to the senior AML specialist.

As we have recently received an answer from the senior AML specialist and all the information has been confirmed and documents proved to be legit, the client's SOF verification got approved and he can continue with his activity on our site.

Best regards

Andrei

Hello

Now wishocasino has verified my gaming account and and everything is as it should be,

thanks get all the help

with kind regards Jonny

Hej

Nu har wishocasino verifierat mitt spelkonto och och allt är som det ska,

tack får all hjälp

med vänliga hälsningar Jonny

Dear 3242ashi,

I'm glad to hear that your issue has been resolved and your account is now verified. I will mark your complaint as "resolved" in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. Our complaints resolution center is always here to help.

Best regards,

Natalia