The player from Germany faces significant delays and issues in withdrawing winnings from Shinywilds after verifying his identity multiple times. His account was deemed inactive just after receiving confirmation of successful verification, and he has since been left without any communication regarding the review of his withdrawal, receiving only automated responses.
ShinyWilds Casino - Player’s account has been closed.
Opened
Current status
Waiting for player to reply
6d 23h 52m 22s
ShinyWilds Casino
Safety Index 3.5 LowCase summary
Discussion
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8 hours ago
Translation
Good day, first of all,
I received free spins from Shiny Wilds for my birthday, which were directly converted into real money on August 10th.
With these free spins, I won €64 in real money. I wanted to withdraw it, but that evening I decided to try and make more of my winnings and ended up winning €500. I uploaded my ID, front and back, and then proof of address (as stated, letters from authorities that are no more than 3 months old are allowed). So I uploaded a recent letter I received from the district court on August 4, 2026. Immediately after the verification, I got "Document accepted, verification successful." Half an hour or an hour later, I received another email saying I had to verify my identity, so I did the same thing again with the same letter because it explicitly stated that they accept letters from authorities. Then another email arrived, and I did it a third time before going to sleep. The next morning, there was another email in my inbox saying I had to verify my identity, this time with instructions and a request to upload a bank statement. No sooner said than done. So I did the whole thing for the fourth time, this time with a recent bank statement instead of the official court letter. Afterwards, I contacted support and asked what it all meant and what was happening with my withdrawal. Support told me they were experiencing a high volume of withdrawals, which was why mine was taking longer. Since nothing had changed, I asked again what that meant and how long I would have to wait. Then, in the chat, they told me that the verification hadn't been completed, even though it said so on the website after verification and that it was being checked internally. Okay, so I logged in again later, had them confirm that my account had been officially verified and that the address verification was successful. Exactly one hour after this confirmation, my account was suddenly inactive. I contacted support again and asked what was going on, and from then on, I only received automated standard replies.
From the AI agent. I complained and said this wasn't acceptable, that I wasn't getting any help, no real employee to address my issue, etc. I then received an email confirming that I was fully verified and the verification process was complete, but that my account had been blocked for security reasons and the finance department was now reviewing my withdrawal.
Since then, I haven't received any feedback whatsoever, neither from the finance department nor from support. I only receive automated standard messages from their AI agent.
Best regards
Jeremy S.
Edited by a Casino Guru admin
Automatic translation:
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7 minutes 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.
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7 minutes ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Which payment methods did you use to deposit funds into this casino?
- Have you made any successful withdrawals from this casino before?
- Which documents were you asked to provide shortly before your account was blocked?
- Was your bank statement approved as part of the KYC process, or was this document the reason your account was blocked?
- Did you provide any other documents for the source-of-funds verification or as proof of your deposits?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
