The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We had marked the complaint as resolved after the player confirmed the issue was settled using the dedicated button. The case was then closed in our system based on this confirmation.
ShinyWilds Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,490
ShinyWilds Casino
Safety Index 3.4 Very lowCase summary
Discussion
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1 month ago
Translation
Subject: Pending payouts at Shiny Wilds – no specific processing time or payout
Hello Casino Guru Team,
I would like to open a case regarding several outstanding payments at Shiny Wilds and ask for your support.
I have requested several payouts from Shiny Wilds, which have not been paid out to this day.
Outstanding payments:
€1,000
500 €
€990
Total amount: €2,490
The payment requests were submitted on September 5, 2026.
Since then, I've been waiting for the processing and payout. I've contacted Shiny Wilds support several times, but I haven't received any concrete information about when the payouts will actually be processed or transferred.
Support has informed me that my case has been forwarded to the responsible team, or "escalated." Their last reply essentially stated that no further action is required on my part at this time and that I should wait.
However, I was not given a specific deadline for when the audit should be completed or when the €2,490 would be paid out.
I understand that a payout may need to be verified. However, after several attempts to contact them, I expect at least concrete information about the processing status and a clear statement about when I can expect my money.
What I find particularly problematic is that Shiny Wilds has not yet given a clear deadline and despite repeated inquiries, I only ever receive general answers.
I therefore ask Casino Guru for assistance in clarifying the case and to request a concrete statement from Shiny Wilds on the following points:
Why have the three payments totaling €2,490 not yet been processed?
Are the payments currently still under review?
Are there any outstanding KYC/verification requirements?
When exactly will the exam be completed?
When can I expect to receive the actual payment of €2,490?
I can provide all relevant evidence, including screenshots of the payout requests and previous correspondence with support.
I would like to explicitly state that I am not interested in further general postponements. I want a concrete explanation of the current status of my payments and binding information on when the funds will be disbursed.
Thank you so much for your support.
Best regards
[redacted]
Edited by a Casino Guru admin
Automatic translation:
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1 month 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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1 month ago
Dear Shiko1991,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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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 Shiko1991,
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,
Jean
