The player from Hamburg had registered with the wrong email address at ShinyWilds and was unable to withdraw nearly four-figure winnings due to email confirmation requirements. Despite multiple attempts to resolve the issue through support channels, he felt ignored and was concerned about player protection. Following the intervention of the Complaints Team, his email address was changed, allowing him to submit his withdrawal request. The payout was delayed for almost a week, but he ultimately received his money after about four weeks. The complaint was marked as resolved.
ShinyWilds Casino - Player’s withdrawal request is delayed due to email issue.
Resolved
Our verdict
Case closed
Amount: €1,200
ShinyWilds Casino
Safety Index:LowCase summary
Discussion
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9 months ago
Translation
Hello Casino Guru Team,
I registered with ShinyWilds, deposited twice, and won a nearly four-figure sum with the last deposit. When I made the withdrawal, I realized that I had registered with the wrong email address (the wrong "d" instead of "s").
I've contacted support several times via email and live chat since April 19, 2025. Live chat can't change my email address, and email support completely ignores me.
ShinyWilds is probably ignoring my request because you have to confirm your email address for a withdrawal, which means they don't have to pay out. Otherwise, I can't explain why player protection is so disregarded here. After all, the incorrect email address was assigned, which poses a significant risk to me as a player.
Maybe you can enforce my rights here or at least warn other players through my complaint that player protection is obviously not important to ShinyWilds.
Best regards
Automatic translation:
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9 months ago
Dear Tillykke,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with ShinyWilds.
To help us better understand your situation and to take appropriate action, could you please provide more details by answering the following questions:
- Could you please confirm that the rest of your personal information is correct?
- Do I understand correctly that you are unable to withdraw €1,200 (dispute value) because the email address hasn't been verified?
- Did you provide any documents to verify your identity?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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9 months ago
Translation
Hello Kristina,
Thank you for taking on this case. Here are my answers to your questions:
- My other data is correct (name, address, date of birth, etc.), it is actually only about the email address
- Yes, Shinywilds requires confirmation of your email address before you can withdraw. Of course, I can't do that because the wrong email address is stored.
- My account is currently verified, so I can't/couldn't provide any documents yet. If the casino had actually been interested in a solution, they would have asked for the evidence. But they just haven't responded.
Best regards
Automatic translation:
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9 months ago
Thank you very much for your reply, Tillykke. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Translation
Hello Kristina,
The casino just got in touch (coincidence?). My email address was changed, and I was able to submit my withdrawal request.
However, I'd like to leave this matter open until the money has been paid. After this terrible experience based solely on an email address, I have legitimate doubts that ShinyWilds will pay out without issues.
I'll get back to you as soon as the payout (crypto) is in my wallet. After that, this topic can be closed.
Automatic translation:
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9 months ago
Of course. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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9 months ago
Translation
Hello,
The casino delayed the payout for almost a week, but now I have finally received my money after about 4 weeks.
I imagine I would have had to wait even longer without this complaint. So thank you very much!
The case can be closed.
Automatic translation:
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9 months ago
Dear Tillykke,
We're glad to hear that your issue has been resolved. 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,
Kristina
Casino.Guru
