Hi I have played on wisho as the first time when I would then withdraw money so they asked for doluments from my bank my bank to give me they want 10 euros per page they are about 20 to 30 pages my bank thinks they are asking from me is not right or wise they want to see my salary and withdraw what should I do thank you

Hello kostasaidonis,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wisho Casino. Please allow me to ask you a few more question before we would move forward.

What exact document did the casino request? Isn't it possible to just get an statement online which would be enough for the casino? Did you get in touch with the casino to try to deal with this issue and if yes, what was their respond?

This is a standard request from the casino but in most cases it can be easily done just by providing a document where your name and account ownership visible.

Looking forward to your answer.

Regards,

Nick

Hi nick

They wanted a document where you see salary what is left after the salary etc. sent it to them but they denied it 2 times 3 times they went through

Now they want another document where they want to see my savings how I have saved the last 6 months because I apparently filled somewhere that I play with saving money I do not understand anything I do not even know how to get such a document

The sad thing is that they make it difficult to withdraw winnings but easy to deposit money I am minus there at 8k euros

Thanks for the reply

Hello kostasaidonis and thank you for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kostasaidonis,

I will assist you with the complaint from now on. I would like to ask Wisho Casino representative to join the discussion in order to help us resolve the verification issue.

Wisho Casino, could you explain why the proof of income documents submitted to you were not accepted? On what basis do you ask for additional documents regarding the kostasaidonis' savings? Please advise on how can such documents be procured?

Hello team

The AML procedure is very strict and forces us to follow protocol.

Unfortunately, sometimes we need to request a lot of documents in order to do full SOF / SOW checks on the client.

If you have any questions about documents or do not understand the verification procedure, you can contact the security department and they will help you.

Regarding your complaint at this time - our department has requested documents from you which have clear customer criteria for SOF / SOW

I am quoting the text below:

We have received your document for verification. 

However, we cannot accept it because it doesn't meet the necessary criteria. 

In order for us to proceed with the verification process, please upload a full bank statement to your Wisho account.

The bank statement should meet the following requirements:

-Your official income should be visible in the statement.

-The outgoing and incoming transactions should be visible

-The balance section should be visible on the bank statement

-The bank statement should be for the period of the last 3 months

If you will have any questions, please contact us. 

Sincerely,

Wisho security department

No answers to these questions have been received

These seem like simple enough requirements to me. We need the documents in this format to complete the verification procedure.

If you have difficulties with this, please contact the security department. Unfortunately, there is no way to avoid the AML check, it is a compulsory requirement for routine inspections.

Regards

Andrei

Hi I have sent the document that you have requested then you want from another account save account I wrote to you that I have no such account I also explained where the money came from which I played with you as you can see on the documents also

Hej jag har skickat den dokument som ni har beg?rt sen vill ni ha fr?n ett annat konto spar konto jag skrev till er att jag har ingen s?n konto jag f?rklarade oxs? varifr?n pengarna kom som jag spelade hos er som ni kan se p? dokumenten oxs?

Hello

Unfortunately, I am not an employee of the AML department. You need to upload documents to your account clearly following the instructions.

If you want to be verified, you just need to contact the security department and have a discussion with them. No documents will be accepted here, this is a public forum and it is not possible to solve private issues here.

Regards

Andrei

I know it is the document I have sent to wisho and it is denied more clearly than that can not be arranged directly from my bank in pdf

Jag vet det ?r den dokumentet jag har skickat till wisho och den nekas tydligare ?n s? g?r det inte att ordna direkt fr?n min bank i pdf

Hello

Unfortunately, you need to have a discussion directly with the security department. I cannot review the documents here and give any comments on your AML check.

Please contact the security department, they are still waiting for an answer from you.

Regards

Andrei

Hello all,

thanks for the explanation to Andrei from Wisho Casino team.

kostasaidonis,

from the screenshot you sent, I am not sure if all the requirements are met as described by Andrei here. From my point of view, the document doesn't look to be for the period of the last 3 months. ( I can see it's only one month of transactions)

Also, did you indicate to the casino, which of these transactions is the source of your income?

I understand it must be frustrating that requesting this from your bank is costing you time and money but I believe the best way to ensure you receive your winnings is to comply with the casino requests.

I have now sent the document exactly as they wanted then they request documents from 2 other accounts that I send and now we are back again that they want the old documents they just go around and around ??????

I can no longer bear with them

Jag har nu skickat dokumentet exakt som dom ville ha sen beg?r dom dokument fr?n 2 andra konto som jag skicka o nu ?r vi tillbaka igen att dom vill ha dom gamla dokument de g?r bara runt o runt ??????

Jag orkar inte mera med dom

Can not attach pdf files here so you can see?

Kan man inte bifoga pdf filer h?r s? du kan se?

kostasaidonis,

I understand your frustration. AML checks seem to be really trying everyone's patience at times. Make sure to comply with the requests to the best of your ability and let us know about the result. If you want you can send any supporting evidence to my email at [email protected]

Andrei from Wisho Casino,

Could you advise on whether there are any more obstacles to overcome to complete the check successfully?

Dear all,

as far as I understand there have been misunderstandings in communication.

kostasaidonis,

Please send the documents to the indicated email at [email protected] and let us know about the result. Much appreciated!

Earn I have sent plus have received an answer what is actually good about wisho is that they respond quickly documents were not approved got the message how to do but I have done exactly as they have requested as I wrote before logged in to my bank gone back 6 months and downloaded in pdf.

They wanted from 2 other accounts also 3 months ago but they 2 account have not been active so long sent an Mail and explained it to them so I am waiting for a response from them feel best so long

Tjena jag har skickat plus har f?tt svar det som ?r faktisk bra med wisho ?r att dom svarar snabbt dokument blev inte godk?nd fick beskvingen hur jag ska g?ra men jag har gjort exakt s? som dom har beg?rt som jag skrev inann loggat in p? min bank g?tt tillbaka 6 m?nader o laddat ner i pdf.

Dom ville ha fr?n 2 andra konto oxs? 3 m?nader tillbaka men dom 2 kontot har inte varit aktiva s? l?nge skickade ett Mail o f?rklarade det till dom s? jag v?ntar p? svar fr?n dom m? b?st s? l?nge

Hi today they were able to verify my account so I have started withdrawing my money thank you very much guru casino for the help and clarification

Hej idag s? kunde dom verifiera mitt konto s? jag har b?rjat ta ut mina pengar tusen tack guru casino f?r hj?lpen och f?rtydligande

Hello kostasaidonis,

I am glad for the good news! Do I understand correctly, that you don't need help with the last question you send via email?

We will keep the complaint open until you confirm you receive your winnings in full. Please let us know when that happens. Much appreciated!

Hi Thomas the money is already with my bank everything is solved again thank you very much for the help ??

Hej Thomas pengarna ?r redan hos min bank allt ?r l?st igen tusen tack f?r hj?lpen ??

kostasaidonis,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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. We are here to help.