Wild Robin Casino - Player is unable to withdraw her winnings.

Για πρώτη φορά έκανα μια κατάθεση των 40 ευρώ στο διαδικτυακό καζίνο WildRobin, η κατάθεσή μου δεν φάνηκε αρχικά στο καζίνο αλλά ύστερα απο μια συνομιλία στο live chat, την επόμενη μέρα το πρωί τα χρήματα μπηκαν στο καζίνο. Έλαβα ένα μπόνους 100%το οποίο και καθαρισμα σύντομα. Τα κέρδη από το μπόνους ήταν 800 ευρώ που μόλις το τελείωσα εξαφανιστηκαν 600 ευρω απο τον λογαριασμό μου και μου άφησαν μόνο τα 200.Συνομιλησα μαζί τους και μου είπαν (Σας ευχαριστούμε για την αναμονή, σας ενημερώνουμε ότι το μπόνους που χρησιμοποιούσατε είχε μέγιστη πληρωμή 500%, γι' αυτό και τα υπόλοιπα κέρδη δεν πιστώθηκαν)Συνεχισα το παιχνίδι και κερδίζω 700 ευρώ. Δεν με αφήνουν να κάνω ανάληψη ούτε μικρό ποσό, ούτε μεγάλο. Νομίζω πως έχω πέσει θύμα απατεώνων γιατί οι απαντήσεις τους δεν με καλύπτουν. Μου είπαν να καθαρίσω τα cookies, όπως και έκανα αλλά πάλι συνεχίζεται να μην μπορώ να πάρω τα κέρδη μου

Dear Aikaterinni,

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.

Could you please specify what error you see when you try requesting the withdrawal of your winnings? If so, please send me a screenshot of the error at veronika.f@casino.guru.

Have you passed the full KYC verification?

Have your winnings been capped at 200€ after you finished wagering your bonus?

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

Ναι αφού ολοκληρώθηκε με επιτυχία το μπόνους, είχα 800 ευρώ εκείνη την στιγμή τα οποία 600 ευρώ εξαφανιστηκαν και έμεινα με 200 ευρώ τα οποία συνέχισα χωρίς δέσμευση μπόνους και τα έφτασα στα 700 ευρώ, τα οποία και δεν μπορώ να βγάλω. Δεν έχω ακόμα στείλει τα έγγραφά μου για επαλήθευση καθώς δεν μπορώ να κάνω ανάληψη ούτε επαλήθευση.

Thank you for providing the screenshots.

Have you tried accessing the casino website from a different device or browser? Additionally, have you cleared your browser history, cookies, and cache to see if the issue persists?

To assist you further, could you please forward me all communication between you and the casino’s customer support regarding the withdrawal issue? You can send it to veronika.f@casino.guru.

I appreciate your patience and cooperation, and I look forward to your response.

Έχω δοκιμάσει και από άλλες συσκευές αλλά τίποτα.το ίδιο μυνημα μου βγαίνει

Thank you very much, Aikaterinni, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Aikaterinni for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Robin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Wild Robin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Aikaterinni,

First and foremost, we sincerely apologize for not able to reach out to your complaint earlier.

Following a review of your account in relation to your concerns, we would like to inform that you were able to successfully utilize your balance.

We also confirm after your 200 EUR you were able to rise your balance around 700 EUR to 800 EUR, almost three times.

However, we cannot find any withdrawal request attempted.

We also noticed you kept confirming, you had cleared cache and cookies and attempted with different devices as well. Yet, you only kept sharing screenshots from the mobile device and Google Chrome was mostly not attempted as well as we kept advising you.

However, as informed earlier you were able to successfully utilize your balance.

Should you require any additional assistance, please do not hesitate to reach out to our team. 

Our team wishes you all the best for your future activities!

Best regards, 

WildRobin team.

Dear Aikaterinni,

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.

Πλέον έχει περάσει πολύς καιρός, έχω παίξει όλο το ποσό με μεγάλο στοιμαχισμο για να εξαφανιστεί, αφού δεν μπορούσα να τα εισπραξω, δεν θα τα άφηνα φυσικά και μέσα. Απλά έχω βάλει αυτό το καζίνο στην μαύρη λίστα και απαγορευτικό να ξανά παίξω σε αυτό. Μακρυά.

I am sorry to hear about your negative experience but unfortunately, if the money was used to play, there's nothing we can do to help. Due to that reason, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter