The player from Spain could not withdraw his winnings because the casino said his account was not verified. He had emailed the required documents and provided evidence, but the casino kept repeating the same unverified status and blocked withdrawals and chat. The player also submitted documents related to his wife's debit card used for deposits. The Complaints Team requested further evidence and communication, but due to the player's lack of response, the complaint was closed without resolution.
Wild Robin Casino - Player is experiencing issues with verification.
Closed
Our verdict
Player stopped responding
Amount: €11,000
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
The casino tells me my account is not verified. I sent documentation by email and they keep telling me the same thing. I have all the evidence.
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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
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing.
The screenshot you uploaded with your complaint suggests that your account currently does not require verification. For this reason, you are unable to submit any documents directly through your casino account.
- Have you been explicitly requested by the casino’s customer support to send your identity documents for verification, or are you trying to get verified on your own initiative?
- Are there any pending withdrawal requests in your casino account? If so, please specify the amounts and the dates when you requested the withdrawals.
- What types of games did you play at this casino?
- When did you send your documents to the casino via email, and what response, if any, did you receive?
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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1 month ago
Translation
Thank you so much for your reply. I also emailed all the documents and recorded all the chats.
WHAT I DON'T UNDERSTAND IS:
THEY DON'T MAKE ME VERIFY ANY DOCUMENTS TO MAKE A DEPOSIT
NOT FOR THE FIRST WITHDRAWAL OF €1000 EITHER
NOT FOR THE SECOND WITHDRAWAL OF €1000 EITHER
FOR THE THIRD WITHDRAWAL OF €1000, I ALSO HAD TO OPEN SEVERAL COMPLAINTS BECAUSE THEY DID NOT WANT TO MAKE THE TRANSFER
On the fourth withdrawal I encountered a chat block and a withdrawal block, but the account is verified.
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1 month ago
Hello OPERAROR1123,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Translation
On December 24th I was able to resubmit the documents through KYC, but it says it's a 24-hour process and to this day, December 29th, everything remains the same.
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1 month ago
Have you sent any emails to me at [email protected]? I have not received any messages from you so far.
If you have not yet shared any evidence with me, kindly provide all relevant materials regarding the verification of your account. This may include chat transcripts, email communication with the casino, screenshots, or any other documents that could be relevant to our investigation.
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3 weeks ago
Thank you for the screenshots. Could you please advise why you provided your wife's documents to the casino, and which of her documents you provided?
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3 weeks ago
Translation
Because my wife and I were playing and she inserted a debit card and they asked me for a selfie and a copy of that card
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3 weeks ago
Translation
I'm showing evidence that this has been going on since December 30th. I know they're doing all this to avoid paying because I've seen on other forums that these people ask for document after document to avoid paying, and I have much more evidence.
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2 weeks ago
Is your wife the only owner of the debit card used to deposit money into your casino account?
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1 week ago
Dear OPERAROR1123,
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.
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5 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
