The player from Germany had been attempting to withdraw €50 for 3-4 months but faced multiple issues with the casino's withdrawal methods. Despite depositing through various means, including credit card and cryptocurrency, his attempts to withdraw had been repeatedly canceled, accompanied by conflicting instructions from support. He found the lack of progress and ongoing challenges with the casino frustrating. The issue was resolved after the Complaints Team intervened and communicated directly with the casino, leading to the successful processing of his withdrawal.
ShinyWilds Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €50
ShinyWilds Casino
Safety Index:LowCase summary
Discussion
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2 months ago
Translation
I've been trying to withdraw my €50 for 3-4 months now. It's real money. I deposited via credit card, and the casino is demanding that I withdraw to my bank account. When I try to do that, I get an email saying the withdrawal failed after approval. I then deposited another €10 via cryptocurrency, wagered that deposit, and tried to withdraw to cryptocurrency. Then I received an email saying I had to withdraw using the same method, even though I had last deposited via cryptocurrency, and support asked me to withdraw to my bank account. This has happened several times over the past few months. Two days ago, I spoke with live support, and they told me they would forward the problem to the finance department so I could withdraw to cryptocurrency. I thought it would finally work this time, but today I received the same email again saying I have to withdraw using the same method and that my withdrawal was therefore canceled. I just checked, and now it's not even possible for me to withdraw to cryptocurrency anymore. The method has simply been removed from the withdrawal options. I emailed support again, but I have little hope that anything will change, if I even get a reply at all. I'm wondering how I can withdraw my money now. The available methods on the site are: bank transfer, credit card, and Mifinity wallet. I've never tried the last one and don't have one. Withdrawals aren't working with the other methods. I've never had problems with casinos before; everything always works out. But having to chase Shiny for months with no progress is outrageous. I hope they can help me somehow. Best regards, Patrick. Attached are screenshots of the two emails I keep receiving regarding withdrawal attempts.
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2 months 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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2 months ago
Dear FishMac,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Meanwhile, I have checked General Terms & Conditions of the Casino and I found this:
9.4 Payment Method Consistency: All withdrawals are processed through the same payment method utilized for deposits, unless otherwise determined by ShinyWilds or in cases of operational constraints. In instances where multiple payment methods are employed for deposits, withdrawals may be split across these methods at ShinyWilds’ discretion, subject to compliance with anti-money laundering protocols and regulations
Please allow me to ask you a few questions so I can fully understand the situation:
- Have you made any successful withdrawals before? If so, which payment method did you choose to withdraw your winnings?
- Could you please confirm that you have passed the KYC verification?
- Do you have any pending withdrawal recently?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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2 months ago
Thank you for your reply and for providing the previous details,FishMac.
- Could you please advise us on the history of all withdrawal requests? If possible, please post a screenshot of your withdrawal history here in this thread.
- Also, could you confirm exactly which KYC documents you have submitted to the casino?
Thank you again for your cooperation.
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2 months ago
Translation
Nothing is showing up under withdrawal requests. Not even that I had any and they were canceled. I uploaded my credit card details, proof of address, and my ID card for KYC. That was months ago, but there aren't any problems with that. Shiny wants me to withdraw to my bank account, but it always fails after approval, according to their email. But they won't let me withdraw any other way. I'll try withdrawing to my bank account again and see if it works this time or if I get the same email as always.
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2 months ago
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This is my current payout that I have requested.
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1 month ago
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The payment was rejected again as I said, and this time I received this email:
They're always coming up with something new, anything to avoid paying out. And I paid out via bank transfer, so this email doesn't even make sense, because I didn't pay by credit card.
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1 month ago
Dear FishMac,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Jana ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Petra
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1 month ago
Dear FishMac,
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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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear FishMac,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jana
