The player from Germany requests a withdrawal from 'Wyns' casino made on November 26, 2025, but has faced ongoing delays despite completing the identity verification on December 4. He has repeatedly contacted support for updates and submitted additional documents, but no payment has been processed.
Wyns Casino - Player's withdrawal is delayed.
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Current status
Waiting for Casino Guru to reply
4d 6h 16m 40s
Wyns Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
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
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3 weeks ago
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.
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3 weeks ago
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
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3 weeks ago
Translation
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
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3 weeks ago
Translation
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
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2 weeks ago
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.
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2 weeks ago
Translation
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
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1 week ago
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
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1 week ago
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.
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1 week ago
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
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1 week ago
Dear Wyns Casino,
We will be waiting for your update.
Thank you for your cooperation.
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1 week ago
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
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1 week ago
Translation
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
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1 week ago
Dear Wyns Casino,
Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?
Thank you.
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1 week ago
Dear Wyns Casino,
Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?
Thank you.
