Wyns Casino - A desistência do jogador está atrasada.

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

Hallo CasinoGuru Team,

ich habe beim Casino "Wyns" am 26.11.2025 mit Echtgeld gewonnen.

am selben Tag, hatte ich auch die erste Auszahlung beantragt.

am 04.12.2025 sollte ich mich dann verifizieren.

das habe ich am selben Tag (04.12.) getan.

Am 11.12. sowie den 18.12.2025 habe ich den Livesupport bei "Wyns Casino" angefragt, warum die Bearbeitung nicht stattfindet.

Am 19.12.2025 wurden dann zwei weitere Unterlagen angefordert.

ein "Selfie", was ja schon eingereicht wurde. (nun zum zweites mal.)

und ein Kontoauszug von der Bank "N26", mit der ich mein mifinity Konto aufgeladen habe.

am 05.01.2026 habe ich wieder den Livesupport angeschrieben, wann denn die Bearbeitung meiner Unterlagen stattfindet.

Der Mitarbeiter sagte mir, das es bearbeitet wird und ich noch warten soll.

Online bei "Casino Wyns" auf der Verifizierungsseite steht bis heute, das die Unterlagen noch geprüft werden müssen.

Da seit dem 26.11.2025 immer noch keine Auszahlung erfolgt ist, habe ich mich heute entschieden, eine Beschwerde zu schreiben.

Mit freundlichen Grüßen

Kavaloa

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 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

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: kristina.s@casino.guru

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Best regards

Kavaloa

1) Könnten Sie uns bitte mitteilen, welche Dokumente Sie bereits eingereicht haben?

Antwort: Am 04.12.2025 habe ich bei "Wyns" folgende Verifizierungsunterlagen eingereicht.

• Pass
• Meldebescheinigung
• Selfie mit Pass und INternetseite von "Wyns" im Hintergrund.
• Kontodaten E-Wallet "mifinity" (Adresse, Name, Kontonummer, email)

Am 19.12.2025 habe ich weitere geforderte Unterlagen sofort an "Wyns" gesendet:

• Selfie mit Pass und INternetseite von "Wyns" im Hintergrund. (zum zweiten mal)
• Kontoauszug Monat November Konto "N26" mit dem ich die E-Wallet "mifinity" aufgeladen habe.

Diese Unterlagen sende ich Ihnen jetzt sofort per mail an: kristina.s@casino.guru

2) Hat das Casino irgendwelche Probleme bei der Genehmigung bestimmter Dokumente gemeldet?

Antwort: NEIN

Liebe Grüße

Kavaloa

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

Hallo Kristina,

ZUR Info:

komischerweise, verlangt heute am 09.01. nun das Casino zum wiederholten male das selbe Dokument.

Forderung:

• Kontoauszug von der Bank, mit der ich "mifinity" aufgeladen habe.

Dies hatte ich schon am 19.12.2025 eingereicht. (Kontoauszug von "N26")

Nun drei Wochen später, wird das selbe Dokument gefordert.

(Dir Kristina, hatte ich die Unterlagen, auch diesen besagten Kontoauszug am 08.01.2026 per mail gesendet. )

Den Kontoauszug habe ich erneut, sofort hochgeladen bei "Wyns Casino"

hier wird seit Wochen eine Auszahlung verhindert durch Wochenlanges nicht bearbeiten und durch ständig doppelt die Dokumente anforden.

Den Livesupport von "Wyns" hatte ich eben auch angeschrieben, es wird gar nicht klar auf meine Fragen eingegangen.

Herzliche Grüße

Kavaloa

Thank you very much for your reply, kavaloa. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

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

Hallo Kristina,

ich habe Dir eben 13.mails weitergeleitet. (an deine email)

Das ist der Mailaustausch mit "Wyns" sowie die Transcripte mit dem "Livechat" von Wyns.

Ich bedanke mich herzlichst.

Kavaloa

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 (miroslava.d@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,

Kristina

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.

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

Dear Wyns Casino,

We will be waiting for your update.

Thank you for your cooperation.

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

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

Sehr geehrtes Wyns- Team,

ich habe das geforderte Dokument auf ihrer Internetseite "Wyns" hochgeladen. Auf dem Dokument (Screenshot) ist zu sehen, das die Zahlung vom 21.11.2025 auf mein Mifinity Konto von einem Gewinn in einem anderen Casino (Cazeus) kommen und nicht, wie sie vielleicht angenommen haben, von einem Bank Konto.

Hallo Mirka,

Dir habe ich den Screen (das Dokument) eben an deine email gesendet.

Freundliche Grüße

Kavaloa

Dear Wyns Casino,

Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?

Thank you.

Dear Wyns Casino,

Could you please confirm, if you have been able to connect the casino win with Mifinity top-up?

Thank you.

Dear Wyns Team, January 29, 2026

Hello Mirka,

Today, January 29th, the verification page at "Casino Wyns" again requested the document concerning the top-up of the "Mifinity" account with 500 euros on November 21st, 2025.

This was already requested and sent a few days ago, why again now?

1) I have just uploaded the document (screenshot) to your "Casino Wyns" website again.

This screenshot shows a payout of €500 on November 21, 2025 from "Casino Cazeus".

This is not a top-up from my own "N26" account.

2) I also sent all parties the bank statement from November 2025 from my bank "N26", which I always use to top up my mifinity account. It clearly shows that there was no top-up to mifinity on November 21, 2025. (I also uploaded this document again to "Wyns".)

That's precisely why we're here, because the same documents are constantly being requested.

I request verification.

Best regards

Kavaloa

Sehr geehrtes Wyns Team, 29.01.2026

Hallo Mirka,

heute am 29.01. wurde wieder auf der Verifizierungsseite bei "Casino Wyns" zum wiederholten male das Dokument angefordert, welches die Aufladung des "Mifinity" Kontos am 21.11.2025 mit 500 Euro betrifft.

diese wurde schon vor ein paar Tagen angefordert und gesendet, warum nun schon wieder?

1) Das Dokument, (Screenshot) habe ich Ihnen "Casino Wyns" gerade nochmals auf Ihrer Seite hochgeladen.

Dieser Screen ist eine Gewinnauszahlung in Höhe von 500 Euro am 21.11.2025 vom "Casino Cazeus".

Dies ist keine Aufladung durch mein eigenes Konto "N26"

2) Den Kontoauszug von November 2025 meiner Bank "N26" mit dem ich immer das mifinity Konto auflade, hatte ich auch allen Parteien gesendet, dort ist ersichtlich, das es keine Aufladung an mifinity am 21.11.2025 gegeben hat. (Auch dieses Dokument habe ich bei "Wyns" nochmals hochgeladen.

Genau aus diesem Grund sind wir hier, weil ständig die selben Dokumente gefordert werden.

Ich bitte um Verifizierung.

Mit freundlichen Grüßen

Kavaloa

Dear kavaloa,

Please note that your account has been successfully verified.

You can proceed by making a withdrawal request.

Kind regards,

Wyns Casino Team

Dear kavaloa,

Could you please confirm, if you have been able to start requesting withdrawals?

Thank you.

Dear Mirka,

Dear "Casino Wyns"

I requested a payment of 500 euros each on February 1st, 2nd and 3rd.

Unfortunately, "Casino Wyns" has not paid out any money to date.

Although approval was granted by "Casino Wyns" 6 days ago.

Warm regards

Kavaloa

Liebe Mirka,

sehr geehrtes "Casino Wyns"

ich habe am 01.02. / 02.02. sowie am 03.02. jeweils eine Auszahlung in Höhe von 500 Euro beantragt.

Leider wurde von "Casino Wyns" bis heute nichts ausgezahlt.

Obwohl ja vor 6 Tagen von "Casino Wyns" die Freigabe kam.

Herzliche Grüße

Kavaloa

Hello Mirka,

Payouts from "Casino Wyns" are now being processed.

I request that the case be left open until all payments have been completed.

I will let you know immediately.

Best regards

Kavaloa

Hallo Mirka,

Auszahlungen von "Casino Wyns" laufen nun.

Ich bitte noch den Fall offen zu lassen, bis alle Auszahlungen beendet sind.

ich werde sofort Bescheid geben.

Liebe Grüße

Kavaloa

Thank you for the update, kavaloa.

Please notify me about future frequencies of payments and amounts received.

Dear Casino "Wyns",

Dear Mirka,

Since Saturday, it has not been possible to make withdrawals with "Mifinity".

"Mifinity" is simply no longer displayed as an option.

I thought you could only make three withdrawals per week, so I checked again today.

But still not available.

I contacted "Wyns" on their online portal, and they said there are currently problems with some payout providers, and that it will be resolved quickly.

I hope it will work again later or tomorrow.

Casino "Wyns", please take care of this.

Thank you very much

have a good day

Kavaloa

Sehr geehrtes Casino "Wyns",

liebe Mirka,

seit Samstag kann man keine Auszahlungen mit "Mifinity" vornehmen.

"Mifinity" wird einfach nicht mehr als Option angezeigt.

Ich dachte man kann nur drei Auszahlungen in der Woche vornehmen, deswegen hatte ich dann heute nochmal nachgeschaut.

Aber immer noch nicht vorhanden.

ich habe "Wyns" im Onlineportal angeschrieben, es hieß es gibt im Moment Probleme mit einigen Auszahlungsanbietern, und es wird schnell behoben.

Ich hoffe das es nachher oder morgen wieder geht.

Casino "Wyns", bitte kümmern sie sich darum.

Besten Dank

einen guten Tag

Kavaloa

Hello Casino "Wyns" 17.02. / 3:50 p.m

Hello Mirka,

Even today there is no withdrawal button for "Mifinity"

Kind regards

Kavaloa

Hallo Casino "Wyns" 17.02. / 15:50h

Hallo MIrka,

auch heute gibt es kein Auszahlungsbutton für "Mifinity"

Freundliche Grüße

Kavaloa

Dear Wyns Casino,

Could you please advise player on the withdrawal issue, in order for the withdrawals to be processed as soon as possible?

Thank you.

Dear kavaloa,

Please note that certain payment methods are currently unavailable in specific regions.

To proceed, we kindly ask that you submit a new withdrawal request using an alternative method available on our site, such as a bank transfer.

We apologize for any inconvenience this may cause and appreciate your patience.

Kind regards,

Wyns Casino Team

Dear kavaloa,

Could you please confirm, if you were able to make progress in your withdrawal process?

Dear Mirka,

I created a new account last week and also requested a withdrawal.

The payment has not yet been made.

LG

Kavaloa

Liebe Mirka,

ich hatte letzte Woche ein neues Konto angelegt und auch eine Auszahlung beantragt.

Die Auszahlung ist noch nicht erfolgt.

LG

Kavaloa

Thank you for the update, kavaloa.

Please notify me, when you start receiving withdrawals to the new payment method.

Dear Mirka,

The money was paid out.

It's all done.

Thank you so much for your help!

Warm regards

Kavaloa

Liebe Mirka,

das Geld wurde ausgezahlt.

es ist alles erledigt.

vielen Dank für Ihre Hilfe

Herzliche Grüße

Kavaloa

Dear kavaloa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru