The player from France had a pending withdrawal of €5,000 requested on August 4, 2026, from ShinyWilds, which remained unprocessed despite multiple inquiries. He received consistent but vague responses from customer service, confirming the status but providing no timeline for resolution. We asked for clarification about his withdrawal history, games played, bonus use, and KYC status, and the complaint was later marked as resolved by him. The issue was therefore closed as resolved after his confirmation.
ShinyWilds Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €5,000
ShinyWilds Casino
Safety Index 3.5 LowCase summary
Discussion
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5 days ago
Translation
Good morning,
I wish to request your assistance regarding a withdrawal of €5,000 requested on ShinyWilds on August 4, 2026.
To date, my withdrawal is still listed as "Pending" and has not yet been processed.
I have contacted ShinyWilds customer service several times. From the beginning, they have essentially given me the same answer, whether during my first exchanges, from the second day following my request, or even today: they tell me that my withdrawal is being processed and that I have to wait due to the high volume of withdrawals.
Support also confirmed to me that:
My withdrawal is still being processed and has not been forgotten;
No anomalies or violations of the terms and conditions have been reported on my account;
My file has been forwarded to the finance department;
I will be notified when the withdrawal moves to the next stage.
Despite these confirmations, my €5,000 withdrawal is still pending and I have not received any specific date regarding its processing.
I am attaching the following to this complaint:
a screenshot showing my withdrawal of €5,000 with the status "Pending";
Several screenshots of my exchanges with customer service, showing the different answers I received over the course of several days.
I would therefore like your help in contacting ShinyWilds and moving forward the processing of my withdrawal.
I remain available to provide any additional documents or information that may be required.
Thank you in advance for your help.
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2 days 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 days 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.
- Have you made any successful withdrawals from this casino before?
- What types of games did you play to accumulate the winnings you're trying to withdraw? Please specify the names of the games and the game providers as well.
- Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot.
- Have you passed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?
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
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2 days ago
TranslationGood morning,
I had never made successful withdrawals from this casino before.
I only played slot machines and the following machines: Book Of Madness Deluxe, Trap Tower, Sleeping Dragon Ultra Dark, Catfish Hunters, Out Of The Woods, Spice.
During my gaming session, no bonuses or bonus money were activated.
KYC verification is complete and my account is verified.
Thank you very much for your help.
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2 days ago
TranslationFor further information, I received an email from Shinywilds Casino 10 days after the withdrawal request, even though my account was already notified as verified, requesting a document for KYC verification. I provided the document via their SumSub link in the email, and my account has been verified again since Friday, August 14th.
I contacted support who told me that after my account was verified, my withdrawal would be processed without any further delays (see attached photo).
I've also sent emails to support, without a response, and when I talk to them on the live chat, it's like automated replies and I don't get any information or steps from them that could help me.
Thank you for your help.
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yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Loki777,
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,
Veronika
