Wild Robin Casino - Player’s withdrawal is delayed due to account re-verification.

Hello,

I play at WildRobin casino, where after winning PLN 14,000 I received my first withdrawal of PLN 2,000, after which further withdrawals were stopped due to account re-verification (KYC).

On October 6, 2025, I sent all required documents both via the casino website and by e-mail. support@wildrobin.com

.

Previously, there were technical problems with their system - the website had delays (lags), which meant that files were not visible on my side, and the consultants in the chat informed me that they were not receiving my emails.

Therefore, I sent the documents three times to make sure that everything arrived correctly.

I have sent the full set of files:

statement from the card ending with 1499 (period 05/09–05/10/2025),

card certificate and photos of the front and back,

and a Paysafecard account statement (08.06–08.10.2025), which shows a transaction on 29.09.2025 at 14:05, PLN 203.85 to NICE GAMES LTD.

This deposit corresponds to the +195 PLN deposit visible in my WildRobin account.

Consultant Mila confirmed unequivocally in a chat on October 8, 2025 that the data was correct.

After comparing my payment from my Paysafecard statement with the record in my WildRobin account, she wrote:

"We have verified the payment dated September 29, 2025, at 2:05 PM and confirm that the transaction was correctly recorded in your account in the amount of PLN 195.00.

The visible difference between PLN 203.85 and PLN 195.00 is probably due to a commission or currency conversion on the part of the payment operator."

Despite this confirmation, on October 8 and 9 I received emails again asking me to send the same documents that had already been provided and confirmed.

Different consultants provide contradictory information - sometimes about missing Paysafecard data, other times about the need to re-enter the card history.

Furthermore, after logging in to the website, the system requires you to re-upload the same files every day, which appears to be deliberately dragging the process.

I have all the chat conversations recorded, including the conversation with Mila, in which it was confirmed that the documents were correct and the data matched.

The fact that the finance department continues to reject them despite this demonstrates a lack of cohesion between departments and a deliberate delay in the disbursement of funds.

Please intervene and contact a casino representative who can actually complete the verification process.

I expect immediate, positive completion of the verification and payment of the entire remaining amount of winnings, because while the casino is avoiding confirming correct documents, my money should have been paid out long ago.

Kind regards,

Lukasz ****

e-mail: [removed by Casino.Guru admin]

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 makes such a request, do not share any information.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Robin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous deposits in the casino using the same payment method?
• Are any other deposits visible on the PaySafe statement?
• Do I understand correctly that the card you refer to is not associated with the PaySafe account you used?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance 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

Hello Tomas, I'm already answering your questions. Remember, I'm using a translator, so if there are any mistakes or I misunderstood the question, feel free to ask me again.

Have you made any previous deposits in the casino using the same payment method?---

"I initially made a card payment on July 3, 2025 for PLN 200, and two months later I topped up my account with Paysafecard on September 29, 2025 for PLN 195.

This is the transaction the casino claims it cannot see, even though it is visible on the PDF file from the Paysafecard account.

The casino rejects this document because it does not contain their name "WildRobin", however Paysafecard never shows the name of the casino, only the name of the payment provider - in this case NICE GAMES LTD.

Are any other deposits visible on the PaySafe statement?---

"Yes, there are other deposits and PIN top-ups, including deposits to other casinos, but I would like to remind you that I only topped up my WildRobin account via Paysafecard once - on 29/09/2025 at 14:05, which matches the deposit visible on their website."

Do I understand correctly that the card you refer to is not associated with the PaySafe account you used?--

"Yes, these are two different payment methods and they are all in my name."

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)--

Slots.

Did you achieve your current balance with the help of a bonus?---

"Yes, I used the bonus and managed to wager it. The system informed me that the bonus had been wagered and the funds were now in my real balance, not the bonus balance."

If you need any additional data, confirmations or documents, I can send them immediately.

I wanted to ask if anyone is currently handling my case regarding WildRobin Casino.

I have already answered all the questions but have not received any response or update in over 24 hours.

Please confirm whether my complaint is being considered.

Dear markel91,

We hope this message finds you well.

Following a comprehensive examination of your account in relation to your inquiries, we would like to inform you that prior to checking and processing your withdrawal request, we kindly request that you upload all the necessary documents to complete the verification process. This will enable us to proceed with your withdrawal request.

We respectfully recommend that you upload the documents in PDF format through the verification tab in your profile. Additionally, please ensure that the document has not been edited or modified. Kindly upload the PDF in its original form. 

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much.

Kind regards,

WildRobin team.

Dear WildRobin Team,

Thank you for your answer.

I would like to inform you that I have sent all required documents in PDF format on October 6, 2025.

I sent them three times that same day because the chat support told me they couldn't see any of my previous emails.

Additionally, I also sent the documents several times via the verification tab in my profile on the casino website, the last time probably yesterday morning (09/10/2025).

Despite this, there has been no progress in the matter so far, and I only received information in the email that the Paysafecard transaction confirmation must include the name of your website (WildRobin) - which, as I explained earlier, is not possible, and moreover, it is not even an official requirement of the Paysafecard system.

The Paysafecard service does not provide a field or function anywhere that would allow the name of the end recipient to be displayed.

The Paysafecard system processes payments through companies such as Skrill Ltd. / NICE GAMES LTD, which is why confirmations always include the name of the operator, not the casino.

The attached Paysafecard report shows a transaction from 29/09/2025 at 14:05 CEST for PLN 203.85, which exactly matches my PLN 195 deposit (ID 590044093) shown in my casino account.

Additionally, your agent Mila confirmed in a chat conversation that this transaction was correctly recorded and the difference in the amount is due to currency conversion or payment operator commission.

Therefore, I request that you consider the submitted documents as sufficient and immediately resume the verification process so that my case can be completed and the payment processed.

Dear Tomas,

My verification is still stuck - nothing has happened for several days.

I have also not received any response or update from you since my last message.

Currently, there is no visible progress, time is running out and the case still remains unresolved.

Dear Tomas,

It's been a few days now and I still haven't received any updates or progress on the matter.

Could you please let me know what stage my case is at now or what the next steps will be?

Good morning

I would like to ask again what is happening in my case.

Today it has been 7 days since I sent my documents for verification, and I still have not received any specific information.

I have contacted them several times via chat and each time I hear the same thing – that "I will receive an email soon." The situation is becoming really frustrating.

Please let me know from Wildrobin Casino what is causing the delay, what stage the verification is at and when I can expect the process to be completed.

Today my Paysafecard payment confirmation was rejected again, even though it had previously been submitted as required.

What's worse, the system asks me to send the document again, but doesn't provide any details about what exactly the request is for, there's no message on the page in the verification section or a list of required files.

Over the past few days, the chat staff has been assuring me every day that I will receive an email with information, but so far I have not received any.

I have been waiting for over 7 days for confirmation from their side but still have not received any response or explanation.

The entire process is taking far too long, and the lack of any communication raises serious doubts about the reliability of the verification process.

Please investigate this situation as it appears that the verification system is not working properly or an error has occurred that is preventing the process from completing.

I wanted to add a quick update regarding my case.

Today I received an email confirming that my money was on its way and the first withdrawal had already been processed.

The casino website now displays the message "Verification" under the "Verification" tab: "It appears your account does not require verification. Happy gaming!"

However, I am not entirely sure whether my account has been officially verified as I have not received any email confirming that account verification has been completed.

Nevertheless, since the first withdrawal was processed without any problems, I hope that the verification was completed successfully and that subsequent withdrawals will also proceed without any complications.

If I experience any issues with verification or withdrawals again in the future, I will report it immediately.

Dear player,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawals have reached your bank account. Please keep me informed about any further developments.

Dear markel91,

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.

I still have 4k left to be paid, but one of my recent payouts got canceled again. I hope it was just a system error.

Hi,

There are errors with the withdrawals again. They’ve been canceled, but I still see them showing as under verification. The support team on chat told me that the withdrawals were canceled and that the money has been returned to my account — but I haven’t received the funds, and the withdrawal status still says under verification.

Could you please check what’s going on?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana, 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.

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 markel91,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wild Robin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

I have PLN 2,000 left to withdraw, but this payment has been canceled three times already. Just today, I made another withdrawal request, and it was canceled within 30 minutes....

Hello, the money has been paid out, but now there is another problem. I won PLN 90 in the "BONUS CRAB" game, but I did not receive it. I wrote to support in the chat and the answer was: (Thank you for your patience, Mr. Łukasz.

We would like to inform you that bonuses are not available for your account at this time, in accordance with the decision of the Administration.) So I don't know why the administration is taking away my bonus winnings...

Dear markel91,

it´s good to hear that the casino has paid you the funds. Shall we consider the case closed?

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

Dear markel91,

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,

Jana