Wild Robin Casino - Player’s withdrawal is delayed.

Hello,

I would like to file a complaint against WildRobin Casino regarding a delayed withdrawal.

I requested a withdrawal on 21 March 2026, and as of today, more than 30 days have passed, and the withdrawal is still stuck in "under review" status.

According to the casino’s own terms, withdrawals should be processed within 3 working days, excluding weekends. However, this timeframe has been exceeded many times without any valid explanation.

I have contacted their live chat and support multiple times, but I only receive generic, repeated responses such as:

"your withdrawal is being processed"

"please be patient"

"we cannot provide an exact time"

They are not providing any concrete information, no timeline, and most importantly no transaction ID (TXID) has been issued, which means the withdrawal has not even been sent.

Additionally:

I have not been asked for any further verification, or they claim verification is not required

There is no valid reason for this delay

It feels like intentional stalling and delaying tactics

I would also like to point out the following:

If I have to wait over 30 days for a withdrawal of only €30, how long am I supposed to wait to withdraw my full balance of around €5,000? This situation is completely unacceptable and raises serious concerns about the casino’s ability or willingness to pay larger amounts.

This situation is highly concerning, as it gives the impression that the casino is withholding funds without justification.

I am requesting:

Immediate processing of my withdrawal

A clear explanation for the delay

Proof of payment (transaction ID)

If this issue is not resolved promptly, I will be forced to escalate the case further through:

public review platforms

regulatory bodies

and potentially legal action

I kindly ask Casino Guru to intervene and assist in resolving this matter.

Thank you.

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.

Hello,

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.

• What games did you play to accumulate your €5,000 winnings?
• Did you accumulate these winnings with or without a bonus?
• Have you submitted any identity documents to this casino for verification at all?
• When was the last time the casino communicated with you regarding the review of your withdrawal request?
• Have you made any successful withdrawals from this casino before?

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

Hello Veronika,

Thank you for your response.

Here are the details regarding my case:

* I accumulated my winnings (approximately €5,000) by playing slot games.

* I did use a bonus, however I have fully completed all wagering requirements. The current balance is from a cleared bonus with no remaining conditions.

* I have NOT been asked to complete any additional verification (KYC) so far.

* I have contacted the casino support via email and live chat at least 15 times, and I keep receiving the same generic responses that the withdrawal is "being processed", without any concrete explanation or progress.

* The last communication from the casino was again general, with no specific update.

* I have NOT received any successful withdrawals from this casino.

Additional important information:

* My withdrawal request was submitted on March 21st.

* As of today, more than 25 days have passed and the status is still "under review".

* The casino states withdrawals are processed within 3 business days, which clearly has not been respected.

At this point, I am seriously concerned about this situation, especially since all bonus conditions have been fulfilled and I am only receiving repeated, non-specific replies.

Thank you for your assistance.

Best regards,

Alen

Dear blentoo

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Veronika,

Thank you very much for your assistance and for moving my case to the next stage. I appreciate your time and effort in handling this matter.

I will wait for further updates and remain available if any additional information is needed from my side.

Best regards,

Alen

Hello blentoo,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wild Robin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello Lucia,

Thank you for your assistance and for taking over my case.

I appreciate your efforts in contacting the casino and helping to clarify the situation. I will wait for further updates and remain available if any additional information is required from my side.

Best regards,

Alen

Dear Blentoo,

The casino representative has informed me that your case has been resolved on their end. Could you kindly provide an update regarding any developments? Thank you for your attention to this matter.

Hello Lucia,

Thank you for your message.

Unfortunately, the issue is NOT resolved from my side.

As you can see in the attached screenshot, my withdrawals are still blocked by the casino administrator, and my €30 withdrawal remains in processing status. I also still cannot access or withdraw the remaining balance of approximately €5,000.

Because of this, I am confused why the casino informed you that the case has been resolved, when in reality nothing has changed on my account.

Thank you again for your assistance and I hope this situation can finally be resolved.

Best regards,

Alen

Dear blentoo,

We are sorry to hear that the issue is still ongoing. I have reached out to the casino representative to request more detailed information regarding the specific issue and the actions they have taken to address it. I will keep you updated as soon as I receive a response. Thank you for your understanding and patience during this time.

Hello Lucia,

Thank you very much for your continued assistance and for following up with the casino regarding this matter.

I appreciate your efforts and I will wait for further updates from your side.

Best regards,

Alen

Dear blentoo,

We kindly request you to upload the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly.

 

The following documents are required :- 

 

• Photograph of your government-recognized ID, (e.g. Passport, Driver's license, etc) for both the side front and back both clearly visible with no information hidden and an additional photo of you holding the ID card next to your face. Make sure all 4 corners of the document are visible, and the document should not be a scanned or a screenshot otherwise it will not be accepted.

 

• Please provide us with photos of the front and back of the card 476656****3123, with the first 6 and the last 4 digits of the card number, the cardholder name, and the expiry date visible. The CVV code has to be covered. Documents not covered, cannot be accepted.

 

• Please provide a high quality selfie holding your ID document with the WildRobin website in the background. The selfie can be taken with any device. We only want a clear selfie as per the requirement. A reference image is provided below for your convenience:- https://prnt.sc/i0vu4rbTuJ0r 

 

 

We respectfully recommend that you upload the documents through the verification tab in your profile. 

 

We look forward to receiving these details at your earliest convenience.

 

Kind regards,

Wild Robin Casino team.

Hello,

Thank you for the clarification.

I will upload the requested documents through the verification section of my account as requested. I hope that after completing this verification process, my withdrawals and account restrictions will finally be resolved.

Best regards,

Alen

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

Dear Wild Robin Team,

I have already uploaded my ID document and selfie as requested.

However, the verification page on my account now states that my account does not require verification anymore, and I no longer have the option to upload additional documents.

Please let me know how I should proceed and where exactly I can upload the remaining requested documents, if they are still required.

Thank you.

Dear blentoo,

We are pleased to inform you that your account was successfully verified. We kindly suggest you to please attempt the withdrawal request.

Please be advised that you are permitted to have a maximum of three (3) active withdrawal requests, each separated by a gap of 24 hours. For the fourth request, you will need to wait for one of the previously submitted three withdrawal requests to be processed. 

We look forward to your update.

Kind regards,

Wild Robin Casino team.

Dear Wild Robin Team,

Thank you for confirming that my account has been successfully verified.

However, despite this confirmation, withdrawals are still blocked on my account with the message that withdrawals are restricted by the operator.

I contacted live support again, but they were unable to provide any explanation and redirected me to email support due to "security reasons".

Honestly, this has become a very frustrating experience and probably the worst withdrawal and verification experience I have had with an online casino so far, as I keep receiving conflicting information from different departments.

I kindly ask you to resolve this issue and remove the withdrawal restriction as soon as possible.

Dear Wild Robin Casino Team,

I would greatly appreciate your clarification regarding the current situation. As you can understand, the discrepancies in the information provided are concerning. Thank you for your attention to this matter.

Dear Wild Robin Team,

I would like to provide another update regarding this situation.

After your team confirmed on Casino Guru that my account was successfully verified, I still remained unable to make withdrawals because my account continued showing that withdrawals were restricted by the operator.

Since then, I have sent three additional emails to your support team and every single response was only a generic reply without any concrete explanation or actual resolution of the issue.

Now, after all this waiting, your team only rejected/cancelled my withdrawal request from 21 March, but still nobody has resolved the actual issue or removed the withdrawal restriction on my account.

I honestly do not understand how it is possible to process and reject an old withdrawal request, while at the same time nobody is able to clearly explain the restriction or properly resolve the withdrawal problem itself.

I am attaching the latest screenshot below as proof of the situation.

Regards,

Alen Mašić

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.

Dear blentoo,

I have received an update from the casino regarding your case.

They are currently experiencing technical issues with access to their Casino Guru representative account, which is why they are temporarily unable to reply directly within the complaint thread.

Regarding your withdrawals, the casino stated that the pending transactions are currently being processed and that they are making every effort to complete them as quickly as possible. They also mentioned that they intend to provide another update once they have more information available.

At this stage, I would recommend continuing to monitor your casino account and payment method for any changes regarding the withdrawals. Please also keep me informed of any updates on your side.

Dear Lucia,

Thank you for the update.

I would like to provide an update from my side as well.

Since then, the casino reviewed the additional verification documents they requested, including the photo of my bank card and the selfie with the WildRobin website visible in the background.

I did not receive any email confirming that my verification was approved, however the verification section on my account now states that verification is no longer required. At the same time, the withdrawal restriction that previously blocked all withdrawals has been removed.

As a result, I was able to submit withdrawal requests and I currently have three withdrawal requests in "Under Review" status.

For now, I am waiting to see whether the withdrawals will be approved and processed successfully. I will keep you informed about any further developments.

Thank you for your assistance.

Kind regards,

Alen

Dear Lucia,

I would like to provide another update regarding my case.

After completing the additional verification requirements, including the bank card verification and the selfie with the WildRobin website in the background, the verification process appears to have been completed and the withdrawal restriction was removed from my account.

I am pleased to confirm that two withdrawal requests of €500 each have now been successfully completed.

I have also submitted another €500 withdrawal request, which is currently being processed. At the moment, I still have approximately €3,000 remaining in my casino balance and two withdrawal requests are currently in progress.

Thank you for your assistance

throughout this process. I will continue to provide updates as the remaining withdrawals are processed.

Kind regards,

Alen

Dear Blentoo,

Thank you for the update. I would appreciate it if you could keep me informed about this matter. If the withdrawals function as intended, we will consider the complaint resolved and proceed to close it.

Dear Lucia,

Thank you for your continued assistance.

I would like to provide another update. So far, I have successfully received a total of €3,500 in withdrawals.

Currently, I have €1,500 still pending and no issues have occurred with the latest processed withdrawals. Therefore, it appears that the situation is finally being resolved.

I will keep you informed once the remaining €1,500 has been processed. Thank you again for your support

throughout this case.

Kind regards,

Alen

Dear blentoo,

As Wild Robin Casino is still experiencing technical issues with access to their Casino Guru representative account, they asked me to forward the following message to you:

"Dear blentoo,

We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Please be advised that the pending withdrawals are currently being processed and will be completed as expediently as possible. We will provide a further update regarding the status of these transactions at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it."

The casino also informed me that the funds were sent on June 9, 2026.

Could you please let me know once you receive the funds?

Thank you.

Dear Lucia,

Thank you very much for your assistance throughout this case.

I would like to inform you that I have successfully received €4,500 in total. Today, I submitted the final withdrawal request of €500, which will complete the full balance.

At this point, I am satisfied that the casino has resolved the issue and I consider the complaint resolved. I appreciate all your help and support during this process.

Kind regards,

Alen

Dear blentoo,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru