The player from Germany had requested three withdrawals totaling €1,500 two weeks ago but had yet to receive the funds after 16 days. Despite having provided verification and necessary information, he was repeatedly told that the withdrawal was still in the final stages and that there were delays. After ongoing communication with the casino and the involvement of the Complaints Team, all pending withdrawals were eventually processed, and the player confirmed receipt of the funds. The case was marked as resolved.
Wild Robin Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €6,500
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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9 months ago
Translation
I requested my first withdrawal of €500 on July 13, 2025, my second of €500 on the 14th, and my third of €500 on the 15th. This means I have €1,500 pending withdrawal, and approximately €5,000 is still in my account. I've been waiting for the withdrawal for 16 days now. The casino always gives me the same answer: that my money is safe and that there are always delays, but the withdrawal is in the final stages – it's been 10 days. What nonsense. I've offered verification and provided all the necessary information, but the casino says there's no urgency for this.
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9 months ago
Hello
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationHello Tomas!
Thank you for opening the complaint.
To your questions:
- No, I haven't received a successful withdrawal from the casino. There are only three withdrawals pending, and I'm unable to request another one.
- Yes, I received a deposit bonus from the casino. It was a deposit bonus, but I'm not 100% sure if I canceled the bonus, as it was a non-sticky offer.
As you can see in the screenshots, the withdrawal was already requested on June 13, 2025, and is still being processed as of today. I'm in daily contact with support via live chat and email. I get the same "excuse" every day.
Thank you in advance!
Paul
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8 months ago
Thanks for the explanation.
Has the casino processed one or more of your payouts since your original post?
Please let me know.
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8 months ago
TranslationHello Tomas!
No, unfortunately nothing has happened yet...
Still the same answers and excuses!
Kind regards
Paul
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8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Wild Robin Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Wild Robin Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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8 months ago
TranslationHello Romi!
Thank you for continuing to look into this case.
A few days ago, the "verification tab" was activated and I was apparently supposed to verify myself, but without any message via email or similar.
When I uploaded my ID, the verification was closed again, and I couldn't upload any other documents. (Deposit receipts and a photo of me with my ID in front of the open casino website... all of them are no longer available.)
I asked support via live chat and email to reopen the verification process, as I've been waiting for my money for over 30 days!
Kind regards
Paul
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8 months ago
Dear Peace187,
We are sorry to hear about for your experience.
We have sent an email requesting you to please share the screenshot of the error message so we can help further accordingly.
We are waiting for your response.
Kind regards,
WildRobin team.
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8 months ago
TranslationHello @WildRobinCasino
As if by magic, the verification is active again.
The problem, however, isn't the verification, but the fact that you haven't paid me my money for over 38 days. I've contacted live support almost every day, asking what's going on, and every day I've received the same apologetic response. I've asked countless times, including by email, for identity verification, which, according to them, wasn't necessary.
I requested the first of my three pending withdrawals on July 13, 2025, and haven't received a single payout to date. I've had €5,000 in my player account for over a month now, which I haven't been able to withdraw.
I've completed the verification process and am waiting for confirmation. I hope this will allow the funds to be paid out immediately!
Best regards
Paul
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8 months ago
Hello.
Dear Wild Robin Casino,
Please let us know how the situation stands now.
Thank you.
Regards,
Romi
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8 months ago
TranslationHello Romi
Thanks for asking WildRobin again.
All my documents have been submitted and approved, which means my verification is complete.
Unfortunately, nothing has happened yet and all payouts have not been processed for 43 days now.
The casino did send me an email requesting a screenshot, but my problem wasn't with the verification, but with the withdrawal. Verification was simply not requested until 35+ days later.
After verification is complete, the payout should finally go through! I'm tired of being put off by "support" anymore...
Kind regards
Paul
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8 months ago
Dear Peace187,
We are pleased to inform you that the withdrawals have been successfully processed on our side.
Thank you for your cooperation and understanding.
Kind regards,
WildRobin team.
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8 months ago
TranslationHello Romi & WildRobin!
Indeed, three withdrawals have been made, but another €1,500 is still pending. I'll wait for the processing time of 3-5 business days and report back on whether the withdrawals are being processed. There's still almost €5,000 pending withdrawal. I don't want to wait another 40 days for the next withdrawal, now that everything has been verified.
Kind regards
Paul
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8 months ago
TranslationHello
Please note that the 5 business days have expired, and no payout has been made. So, everything continues as before the last payout.
After verification, I have received the payout I requested the day before from partner casinos almost every day.
I ask you to keep up with this. Live support is fobbling me with the same old messages again...
Kind regards
Paul
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7 months ago
Dear Wild Robin Casino,
Could you please comment on this?
Thank you.
Respectfully,
Romi
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7 months ago
Dear Peace187,
We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on September 2, 2025.
The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.
We will make every effort to process all of your future withdrawal requests promptly.
Kind regards,
WildRobin team.
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7 months ago
TranslationHello Romi & WildRobin
Strangely enough, the payment always comes when you, Romi, ask for it.
I will therefore continue to use this platform once the withdrawal period is exceeded to avoid delays like the one I experienced with my first withdrawal.
Thanks for processing the withdrawals, though, and I hope I don't have to use CasinoGuru again.
Kind regards
Paul
Ps: 1000€ are on hold again and I'll request the next 500€ tomorrow!
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7 months ago
Please inform us whenever you receive the whole amount.
Thank you.
Regards,
Romi
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7 months ago
TranslationHello Romi!
Next Monday, the five business days for the first payout will be over. €1,500 is now being paid out, and I'm waiting for confirmation.
Kind regards
Paul
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7 months ago
TranslationHello Romi
The 5 business days are now over and no payout has been made yet.
Please inquire!
Kind regards
Paul
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7 months ago
Dear Peace187,
We are pleased to inform you that your previous pending withdrawal has been successfully processed, and the funds were dispatched from our end on September 9, 2025.
The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.
The current attempted withdrawal request and the future withdrawal requests should be processed as swiftly as possible.
Thank you for being so patient with us! We really appreciate it.
Best regards,
WildRobin team.
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7 months ago
TranslationHello everyone
The payment has arrived!
€1,500 is being paid out again, so after the €1,500, only €500 would be outstanding. So, it's all over soon. According to my calculations, the outstanding €1,500 should be processed by next Tuesday, September 16, 2025.
Thanks for taking care!
Kind regards
Paul
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7 months ago
TranslationGood morning
After today, the business days for the first payout are over. I request that the payouts be processed as quickly as possible so that this case can be closed after another payout.
Kind regards
Paul
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7 months ago
Dear Peace187,
We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side on September 15, 2025.
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Thank you for being so patient with us! We really appreciate it.
Best regards,
WildRobin team.
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7 months ago
Thank you, Wild Robin Casino, for the update.
Dear user,
We will wait for your confirmation.
Best regards,
Romi
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7 months ago
TranslationHello Romi & WildRobin
The payment of €1,500 has arrived, and now €500 is still outstanding, and then everything is settled! This payment should arrive Friday/Monday.
Kind regards
Paul
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7 months ago
TranslationGood morning Romi
The processing time has already expired and no payment has been received yet.
Please confirm that with this payment of €500 the case would be closed.
Kind regards
Paul
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7 months ago
Dear user,
Please try to wait a few more days and then let us know how it goes. I really hope it will arrive soon.
Respectfully,
Romi
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7 months ago
Hey Romi
Still nothing and no reply by the email support. They always answered within a day in the past.
Can you tag WildRobin Casino please? I want this case to be done.
Thanks in advance
Paul
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7 months ago
Dear Wild Robin Casino,
Could you check on the last outstanding withdrawal, please?
Thank you in advance.
Respectfully,
Romi
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7 months ago
Dear Peace187,
We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on September 25, 2025.
The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.
We would also want to inform you that at this moment, we do not observe any pending withdrawals or an active balance associated with your account.
We hope this helps clarify the matter for you.
Our team wishes you all the best for your future activities!
Kind regards,
WildRobin team.
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7 months ago
TranslationHello Romi!
The money is there and the case is closed.
I thank you very much and wish you a nice day.
Is there anywhere where I can give a positive review for your work?
Kind regards
Paul
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7 months ago
Thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
Casino.Guru
