The player from Germany faced issues withdrawing €43.50 from ShinyWild Casino due to identity verification problems. Despite multiple attempts to verify through their system and assistance via email, his documents were not accepted, which led to the cancellation of his payout. The Complaints Team attempted to engage with the casino for resolution but received no response, resulting in the complaint being marked as "unresolved." The player was advised to contact the Curacao Gaming Authority for further assistance.
ShinyWilds Casino - Player's withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 40
Amount: €43
ShinyWilds Casino
Safety Index:LowCase summary
Discussion
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10 months ago
Translation
Hello Casino Guru,
I made a withdrawal of €43.50 on June 10th. At first, nothing happened, so I contacted the casino. They told me I had to verify my identity first, which I tried several times (at least 20-25 times over that period). But it just didn't work with the "Sumsub.com" system. I tried everything: clearing the cache and cookies, using multiple browsers, etc. I repeatedly informed ShinyWild Casino of this and also sent them all my documents via email.
They told me several times that they do not accept documents via email and that I have to upload them to their website.
They simply ignore the fact that their system is defective. I think they just don't want to pay out.
Maybe you can help me.
The payout was canceled this morning with the reason that I had to verify myself first.
I don't know what to do.
Help
Automatic translation:
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10 months ago
Dear CGN1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you tried completing the verification using a different device?
- Could you please explain which documents you submitted during the verification process? Did you encounter the error only after you submitted documents?
- Could you please share with me your communication with the casino regarding the verification requirements? 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 in advance for your reply.
Best regards,
Tomas
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10 months ago
TranslationHello,
The verification problems started on the first day and are still ongoing. I tried it on two computers and one phone.
Everything didn't work out.
After the problems and when the payment did not arrive, I contacted the contact.
I will send you the email if I still have it.
I sent by email:
Passport, proof of address, deposit slip, bank statement (3 months)
Thank you
Automatic translation:
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10 months ago
TranslationHello Casino Guru,
I just received another email from ShinyWilds stating that I needed to verify my account. It included a verification link.
When I tried to upload or take the first photo of my ID card, the following message immediately appeared:
This happened quite often, of course. I immediately wrote to the casino and said I wanted my money by July 1, 2025.
Automatic translation:
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10 months ago
Thank you very much, CGN1990, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Dear CGN1990,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite ShinyWilds Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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10 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
