WishWin Casino - Jogador enfrenta atrasos no atendimento para problemas com a conta.

Dear casino guru,

Subject: Complaint for lack of assistance

I hereby inform you that I have been trying to send my bank statement for two months, but it is consistently rejected without explanation. Furthermore, my emails appear not to have been received or acknowledged, and I currently have no other way to contact you through other channels. I kindly request an immediate review and a definitive resolution to the issue.

Gentile casino guru,

Oggetto: Reclamo per mancata assistenza

Con la presente segnalo che da due mesi sto tentando di inviare il mio estratto conto, ma viene sistematicamente rifiutato senza spiegazioni. Inoltre, le mie email non risultano essere ricevute o prese in carico, e al momento non ho alcun modo per contattarvi tramite altri canali. Chiedo cortesemente una verifica immediata e una soluzione definitiva al problema.

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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.

• Is your player's account accessible to you? Can you log in?
• How did you learn that your document submission is being rejected?
• Could you explain in more detail whether you were in contact with the casino via email only? Have you communicated with support via live chat as well?
• Did you achieve your current balance with the help of a bonus?
• Were the other documents you provided to the casino for verification approved?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hello Tomas

Can you access your player's account? Can you log in? Yes, I can.

How did you know that the document you submitted was rejected?

Because when I upload documents from within my gaming account, they wait 10 business days and then want them uploaded back.

Could you elaborate on whether you only contacted the casino via email? Did you also communicate with support via live chat?

I contacted both emails, but as I explained above they don't receive my emails plus via chat they say to send emails.

Did you reach your current balance with the help of a bonus?

Don't play both sports and live casino!

Were the other documents you provided to the casino for verification approved?

Yes the other documents have been accepted.

Can you add a casino representative or manager to the conversation to resolve the issue?

Ciao Tomas

Puoi accedere all'account del tuo giocatore? Riesci ad effettuare l'accesso? Si posso accedere.

Come hai saputo che il documento che hai inviato è stato rifiutato?

Perché da dentro il conto gioco quando carico i documenti, fanno passare 10giorni lavorativi e poi li rivogliono caricati.

Potresti spiegare più dettagliatamente se hai contattato il casinò solo via email? Hai comunicato con l'assistenza anche tramite chat?

Ho contattato sia email, ma come spiegavo sopra non ricevono le mie email in più via chat dicono di inviare email.

Hai raggiunto il tuo saldo attuale grazie all'aiuto di un bonus?

No giocate sia sport che casino live!

Gli altri documenti che hai fornito al casinò per la verifica sono stati approvati?

Si gli altri documenti sono stati accettati.

Puoi aggiungere alla conversazione un rappresentante o responsabile del casino per risolvere il problema?

Hello Crestanicristian,

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

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the issue, or your attempts at contacting them? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Could you please share any evidence of the incident whatsoever?

Thanks in advance for your cooperation.

HI,

Unfortunately, the casino isn't responding to my emails and hasn't given me any reason why they're not accepting my statement . I've tried contacting them several times, but I've received no explanation or guidance as to what's wrong with the document.

Ciao,

purtroppo il casinò non risponde alle mie email e non mi ha fornito alcuna motivazione sul perché non accetta il mio estratto conto. Ho provato più volte a contattarli, ma non ho ricevuto spiegazioni né indicazioni su cosa non andrebbe bene nel documento.

Thanks for your reply.

Kindly share your attempts to contact the casino with the following information visible:

• Date of message
• email of the recipient
• email of the sender

Forward the information to my email at tomas@casino.guru

Thanks in advance for your reply and cooperation.

HI,

I've contacted them over 20 times via chat, but I don't have any screenshots since the chat keeps deleting. Tomas, can you get a representative here to resolve this issue?

Ciao,

Li ho contatti più di 20 volte in chat , ma non ho nessun screen visto che la chat si cancella. Tomas puoi fare arrivare qui un rappresentante per risolvere la questione?

Without any evidence of the incident, we are unable to intervene on your behalf.

Kindly gather any evidence that would point to your trouble completing verification and share it with me at tomas@casino.guru

Alternatively, contact the casino again via live chat or email, and this time save screenshots of the relevant discussion.

I apologize for the inconvenience. We appreciate your cooperation in the matter.

Hello Tomas

As you requested, I emailed you the proof you were looking for.

I'm requesting a casino representative come here to fix the situation. Thank you.

Ciao Tomas

Come da te richiesto, ho mandato email con le prove che mi cercavi.

Chiedo che venga qui un rappresentante del casino per sistemare la situazione. Grazie

Dear Crestanicristian,

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, Martina (martina.b@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,

Tomas

Dear Crestanicristian,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear All,

Thank you for your inquiry.

We have followed up with the relevant department regarding this case. We would like to inform you that the player's account has been successfully verified as of February 23rd.

Thank you for your cooperation.

Best regards,

Wishwin Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Crestanicristian,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina