Wyns Casino - Povlačenje igrača je odloženo više od osam nedelja.

Eight weeks ago, on 10 December 2025, I completed wagering on a deposit bonus at Wyns and finished with a total balance of €5,954.70. Since requesting a withdrawal on that date, I have been unable to withdraw any funds. The casino has a withdrawal limit of €500 per day, which is the amount I requested.

Throughout the remainder of December and into early January 2026, I repeatedly contacted Live Chat support to ask when the withdrawal would be processed. On each occasion, I was reassured that there was nothing to worry about, that there was a delay in processing, and that I should wait. During this entire period, no KYC was requested.

The first KYC request was only sent on 12 January 2026, over one month after the withdrawal request. The verification section now prompted me to upload identification and a selfie showing myself holding the ID while also displaying a device logged into the Wyns website. On reading the email, I immediately uploaded both on 13 January 2026. My passport was approved instantly, while the selfie remained pending review, with the verification page stating the process may take "up to 24 hours".

However, the selfie verification status remained unchanged for 10 days and on 22 January 2026, I emailed support requesting a clear status update and a timeframe for the withdrawal being completed. Support replied within minutes stating:

"Upon checking, we can see your withdrawal is being processed at this time."

No issue was raised regarding verification at this point.

After a further 8 days with no update, I logged into my account and saw that a new selfie request had appeared, with updated instructions requiring the full screen displaying the Wyns website to be visible alongside myself. No email or Live Chat notification was sent to inform me that the selfie requirements had changed.

For clarity, my original selfie submission (13 January 2026) complied with the instructions shown at that time: my face was visible, my passport was visible, and the Wyns website was clearly displayed on the device, with the logo visible and my account balance shown while logged in. From 13 January to 30 January, the casino raised no issue with this submission and confirmed on 22 January that my withdrawal was "being processed."

I immediately complied with the updated request and submitted a new selfie on 30 January 2026, showing myself with the Wyns website logged into my account. This request did not require the passport to be included. I also emailed support to confirm completion.

On 31 January 2026, support replied stating that my file was with the Finance Department and that they were actively working on the review and approval of my withdrawal request.

However, when logging into my account the following day, the verification section again displayed a further selfie request, this time requiring my passport to be held to the side of the device while keeping my face and the Wyns website visible. I complied immediately once again, despite having already submitted multiple selfies that met the stated requirements at the time they were requested.

It has now been one further week since this last submission, and the selfie remains under review with no update, despite the casino previously confirming that my documents were received and my withdrawal was being processed.

At this point, I have fully complied with every verification request as it was presented, often immediately, while the casino has repeatedly reassured me that my withdrawal was being processed, delayed the initiation of KYC for over a month, and changed verification requirements without notification.

Despite more than eight weeks having passed since my withdrawal request, no funds have been paid and no clear explanation has been provided.  

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 cal_a_l, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you received any communication indicating the status of your latest document submission?

Could you please share your communication with the casino? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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, 

Attila

Hi Attila,

Thank you for your message.

To clarify, I have not received any communication from the casino regarding the most recent selfie submission made on 1 February 2026. Since submitting that selfie, there has been no confirmation, rejection, or status update.

I have emailed you the relevant communications with the casino, including email and a Live Chat transcript for reference.

Dear cal_a_l,

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, Samuel (samuel.s@casino.guru). 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,

Attila

Dear cal_a_l,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wyns Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wyns Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello everyone!

Dear cal_a_l,

We kindly inform you that we are checking the matter with our Verification team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Wyns Casino Team

Hello everyone,

thank you, Wyns Casino, for the update.

cal_a_l, we’ll wait for the verification team’s feedback. Please let us know if you receive any further information from the casino in the meantime.

I’ll continue monitoring the case and await the next update.

Dear cal_a_l,

Thank you for your patience.

We kindly inform you that Selfie ID AOS is now accepted. However, the verification team has asked from you more documents regarding the verification of your account.

You may find everything asked in the Verification tab of your account in which you may also upload the requested documents.

If you have any questions regarding the documents, do not hesitate to contact us.

Best regards,

Wyns Team

Hello everyone,

thank you, Wyns Casino, for the update.

cal_a_l, please upload the remaining documents requested in the Verification tab and let us know once it’s done. I’ll continue to follow the case.

I have now uploaded the additional requested proof of wallet ownership and the December 2025 USDC deposits to Wyns.

• Account ownership confirmation
• Transaction confirmations

The Nexo withdrawal confirmations clearly show the destination wallet address, which matches the USDC deposit address provided by Wyns and the corresponding deposits credited to my account.

I have also sent the same supporting documentation to Samuel by email for completeness and have requested confirmation from the casino that verification is now complete.

Hello everyone,

Thank you, Wyns Casino, for the update and for guiding the player. Please let me know once verification is fully completed.

cal_a_l, thank you for providing the requested documents and sending the email.