Wild Robin Casino - Player’s winnings haven’t been received yet.

I am submitting a complaint against Wildrobin regarding delayed withdrawals and account restrictions following a significant win.

On 05/04/2026, I won £100,000 on a slots game. This win was achieved from a £100 deposit.

There was no active bonus applied to my account at the time. The winnings are therefore not subject to any bonus terms or wagering requirements.

I immediately requested a withdrawal of £1,500, which is the maximum daily limit. This withdrawal, along with subsequent requests, remains pending authorisation.

I currently have £4,500 in pending withdrawals and a remaining account balance of £50,000.

Wildrobin’s own terms and conditions state that withdrawals will be processed within 3 working days. This timeframe has now been exceeded without valid explanation.

I am an existing customer. I have previously completed full KYC verification and have made multiple successful withdrawals, likely exceeding £25,000 in total. There were no prior issues with verification or payments.

This morning, I was asked to complete KYC again. I have fully complied with this request and provided the following:

Proof of identification in the form of a valid passport

Proof of address in the form of a credit card statement

A bank statement for the card used, clearly showing the deposit transactions

A photograph of the payment card used, with digits 9 to 12 obscured for security, while the first 8 and last 4 digits remain visible

This is exactly the information requested, and I have complied in full without delay.

Since this win, the situation has changed:

Multiple withdrawals remain pending well beyond the stated 3 working day timeframe

I was advised withdrawals would be expedited, but this has not happened

KYC has been requested again despite prior verification and successful withdrawals

My account now shows withdrawals blocked by the operator

I am still able to deposit funds without restriction

This raises serious concerns. There were no issues when depositing or losing funds. Restrictions have only been applied after a large win.

Communication has also declined:

Initial VIP responses were prompt

Responses now take several days

No clear or consistent explanation has been provided

My position is clear:

The win was achieved from a real money deposit with no bonus active

I have already completed KYC requirements, including again today

I have a proven history of successful withdrawals

The operator has failed to meet its own stated withdrawal timeframe

There is no valid justification for the current delays or restrictions

I am requesting:

Immediate processing of the £4,500 in pending withdrawals

Access to withdraw the remaining £50,000 balance

Removal of the withdrawal restriction on my account

Confirmation that my KYC is now fully approved

Confirmation that future withdrawals will be processed within the stated 3 working days

This appears to be an unjustified delay in paying legitimate winnings and a breach of the operator’s own terms.

I am requesting Casino Guru’s assistance in resolving this matter urgently.

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.

Dear Garywilson,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Garywilson,

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,

Karla