The player from Greece had won €3,500 at WildRobin but faced significant delays in withdrawing subsequent amounts due to repetitive verification requests. Despite having submitted various documents—including a driver’s license, proof of residence, and debit card statements—the casino continued to ask for the same information multiple times without resolving the issue. After persistent communication and the eventual approval of his documents, two out of three pending withdrawals were completed, with the final one also being processed. The complaint was marked as resolved by the Complaints Team.
Wild Robin Casino - Player's withdrawal is delayed due to repetitive document requests.
Resolved
Our verdict
Case closed
Amount: €2,000
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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10 months ago
Translation
Good evening. I won €3,500 at WildRobin. I successfully received the first €1,500 through three consecutive withdrawals!
Afterwards, I initiated the next three withdrawals, each for €500, starting the process on Saturday, January 25th, and completing it by midnight on Monday, January 27th. On that same day, when I checked my account, it requested verification. I uploaded the front and back of my driver's license and a selfie with the license.
The system then informed me that nothing else was needed. On Thursday, January 30th, they asked for proof of residence, so I provided a landline phone bill. I also took a selfie showing me holding the driver's license with the casino visible in the computer background, which I submitted. On Saturday, February 1st, having received no updates regarding my verification, I reached out to the casino's live chat since they never respond to emails sent to [email protected]. I inquired about the status of my verification and was told to provide the front and back of my debit card, which I used for transactions with the casino, and proof of the transaction, which I uploaded!
On February 3rd, with no updates received, I returned to the live chat. They now wanted my entire debit card statement for January, which I then sent. On February 4th, they requested the January statement for my debit card again, as well as the card's front and back, despite having already sent them previously. The photo is clear and precise. On the same day (February 4th), they asked again for the January statement for my debit card, and when I questioned why they wanted the same document again, their response was that it had to be in PDF format. I told them that the file was downloaded from the bank's site in PDF format, and their response was that they couldn't assist further and an email would be sent from support. Naturally, I don’t expect anything from support because they haven’t addressed any of my concerns thus far. Additionally, for the third time, they've requested the photo of my debit card, front and back, once again. And in a new conversation with the casino's live chat, I learned that they also want the January statement from my Paysafe account since I made a deposit with it as well. I wouldn't have discovered this about the Paysafe if I hadn't continuously messaged their live chat. Today, on February 5th, for the first time, I received a response from [email protected] stating they want the January debit card statement again, containing incoming and outgoing transactions with their company, while simultaneously, when I went to the casino's page, it was asking for a new statement from 12/1/2024-2/5/2025, which I uploaded and sent to [email protected].
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10 months ago
Dear pitoulini,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify which additional documents you’ve submitted to the casino for verification that have not yet been reviewed by the relevant department?
- Have any of the documents you previously submitted been rejected by the casino?
- Additionally, could you let us know how many different payment methods you’ve used to deposit into the casino? Please be aware that the casino will likely request a bank statement for each payment method you’ve used for deposits.
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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10 months ago
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Good morning, I have not been told that any document is being rejected, they simply ask me for the same documents again every day, specifically this is what happens with the statements. I have sent them my debit card statement as well as my paysafe downloaded from my bank's site and my paysafe account in pdf format exactly as they asked me to. I have listed the specific files for you to see that they are completely correct. The statements show all my deposits as well as the 3 specific withdrawals from the casino in question of 500 euros each, crystal clear!! I have not made a deposit at this casino using any other method!! Yesterday they sent me an email saying that they want my card statement again with the difference that this time instead of 1/1/25-31/1/25 they wanted from 1/12/24-5/2/25 which I sent them and with that I took the initiative and sent them my paysafe on these dates
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10 months ago
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People continue to endlessly ask, ask, ask!! They were not satisfied with 1 month or 2 months, now they want 3-6 months. In the end, they will ask me for transactions from the time I opened my account at the bank. As it is, I will send them this too because I wonder what else they will ask for!!!
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10 months ago
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Let me clarify that I first opened my account at Wild Robin on January 11, that is, 1 month ago, and they asked me to send them a breakdown of my account from 3 to 6 months. For what reason can you tell me too, because I'm really going crazy?
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10 months ago
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If you understand what they want and why what I'm sending doesn't work for them, please explain to me!
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10 months ago
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Good evening again after pressure on their live chat a while ago they sent me an email from support @wildrobin.com that they were informed by the relevant department that there is no source of income anywhere in the documents I sent them. I should mention that in all this time they have never asked me for such a document that shows my source of income. My payroll debit card belongs to another bank with which I have never made a deposit at their casino. I don't think there is any condition that states that we have to make a deposit with our payroll card, right?? Now in this case, what should I do, can you tell me?
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10 months ago
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Are you here?? What's going on?? As for me, I also sent my payroll bank statement so they can see that I'm getting paid. From my side, I've given what they asked for, I don't have anything else to send them. Please help me get my money.
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10 months ago
Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.
Could you please clarify the exact date when you submitted the document proving your source of funds to the casino?
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10 months ago
Thank you for your response. Have the additional documents been approved by the casino, or are you still struggling with the verification of your account?
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10 months ago
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Good evening, the documents have been approved and of the 3 pending withdrawals, 2 have been made!! so I'm waiting for the last one.
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10 months ago
I am glad to hear that. Could you please specify when exactly you submitted your last withdrawal request?
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9 months ago
Thank you very much, pitoulini, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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.
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9 months ago
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Good evening, I am pleased to inform you that my ascensions have been completed!!! I thank you very much from the bottom of my heart for your immediate help and support!! Good luck with your work THANK YOU!!!
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9 months ago
Dear pitoulini,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,
Katarina Duboak
Casino.Guru
