Wild Robin Casino - Player believes that their withdrawal has been delayed.

Hi! I played at this casino on June 10th and happened to win 4900e. I was able to withdraw 500e first (which is the maximum amount here), after which I was asked for documents. 2/3 of the documents were approved, but the picture of the bank statement was not approved.

I have sent a picture of my bank statement 4-5 times and they have asked for it from 10.5 - 10.6, but for some reason they are not accepting it. I have not received any explanation for the previous three rejections.

Fun fact! I played at magius casino and had this same problem. When my balance was 0e and I put in the SAME document that I had put in before, they accepted this. And this magius document was still from the same time that this wild robin is asking for, but they are not accepting it. My withdrawal is currently blocked by the operator and I need help with this.

PS. I don't recommend this casino to anyone, because it's nerve-wracking to collect winnings for many, many weeks.

Dear Heto91,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you so much for your help! I've been patient and asked them what's wrong with the documents, but I've never gotten a proper answer.

Dear Toni,

To proceed with the verification of your account, we kindly ask you to provide the transaction details for your top-up to account ending in 791 for the period 10.05 to 10.06.

If you have any further questions, please feel free to reach out to us via live chat.

Additionally, you can find a detailed list of the required documents on the verification page of your account.

Kindest regards,

Wild Robin

I have submitted a documentary from that period three times, but it has been rejected. I may try again.

Now I have posted a bank statement for 10.5 - 10.6. I hope this is approved.

My account is now verified and I can start withdrawing. 🙂 Thanks to casinoguru and wildrobin for the cooperation.

here it is with a picture 🙂

Dear Heto91,

I'm glad to hear that your account has now been verified. Please note that withdrawals may take a few 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 game history checks, a high volume of withdrawal requests, or payment provider issues.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your game history has been checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Dear Heto91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.