The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. We advised him to wait for the standard processing time and cooperate with the casino, as delays could be caused by KYC checks or a high volume of requests. After the waiting period had passed, he confirmed that his winnings had been paid out within minutes after he threatened legal action. We then marked the complaint as resolved because the winnings had been received.
ShinyWilds Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
ShinyWilds Casino
Safety Index 3.4 Very lowCase summary
Discussion
Public
Public
2 weeks ago
Translation
I requested a withdrawal from ShinyWilds and am still waiting for my money. I have contacted support several times, but the only responses I receive are generic replies stating that my request has been forwarded to the relevant department or that I should wait for a response.
I have not yet received a concrete solution or a comprehensible reason for the delay.
What I find particularly disappointing is that I received a similar notification several days ago, and nothing has changed since then. Therefore, I would like a clear explanation of why my payment has not yet been processed and when I can expect to receive my money.
I have already given the casino ample time to resolve the issue and have contacted support several times. However, my request has not yet been satisfactorily resolved.
I therefore ask ShinyWilds to review the payout and provide specific information on what is currently missing and when the payout will actually take place.
Automatic translation:
Public
Public
2 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.
Public
Public
2 weeks ago
Dear Butaki2808,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 week ago
Dear Butaki2808,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 week ago
TranslationI received my money yesterday within 5 minutes after threatening legal action. After 14 days, I was ready to threaten this as well, and bam, it was transferred within minutes. Coincidence? I think not.
I advise everyone against using this casino for gambling.
Automatic translation:
Public
Public
1 week ago
Dear Butaki2808,
We're glad to hear that you have received your money. 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,
Jean
Casino.Guru
