The player from Germany had requested three withdrawals between August 17 and August 19, 2025, but none had been processed after two weeks. Despite checking in through live chat and being informed that the withdrawals were prioritized, he had not seen any progress. The Complaints Team contacted the casino, which eventually informed them that the last withdrawal request had been declined by the provider. After the player submitted another withdrawal request, all payouts were successfully received, and the complaint was marked as resolved.
Wild Robin Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,200
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
Hello,
I made three withdrawals from August 17, 2025 to August 19, 2025.
At this point, not a single one of these withdrawals has been processed. After repeatedly asking via live chat, I was told they were sorry and that my withdrawals were now being prioritized and in the final stages, but this apparently hasn't happened.
Best regards
Automatic translation:
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6 months ago
Dear player,
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 understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Could you please specify the bonus you used?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationHello,
I haven't made any withdrawals from the casino yet. I played with the first deposit bonus. The verification tab states that verification isn't currently necessary.
Unfortunately, I don’t have any screenshots of the communication.
Automatic translation:
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6 months ago
Dear player, have you contacted the casino directly to confirm that they truly don’t require anything from you regarding verification?
What exactly has the casino told you regarding your pending withdrawals? Do they still say the payments are being "prioritized," or have they provided any new updates?
Have you received any of the withdrawals in the meantime?
Kindly share a screenshot showing the current status of your withdrawals in your casino account — including dates and amounts.
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Sensitive attachment
6 months ago
TranslationHere are the screenshots.
I haven't received a payout yet. The live chat still says that withdrawals are prioritized, but they obviously aren't.
Verification is not required (see screenshot).
Automatic translation:
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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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6 months ago
Dear antonsp,
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.
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6 months ago
Dear all,
We appreciate your patience.
We would like to inform you that we are working on the request with the highest priority.
Best regards,
WildRobin Team
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6 months ago
Dear all,
We truly appreciate your patience.
We would like to inform you that last player's withdrawal request was declined by the provider.
antonsp , please request the withdrawal one more time.
Best regards,
WildRobin Team
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6 months ago
Dear antonsp,
please submit another request for the withdrawal and keep us updated on whether it worked for you.
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5 months ago
TranslationI have received all payouts. The complaint can therefore be closed.
Thank you
Automatic translation:
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5 months ago
Dear antonsp,
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,
Jana
Casino.Guru
