Wild Robin Casino - Player's withdrawals are delayed and account issues persist.

1. Delayed Payments 

I have been waiting since July for payments to reach my bank account. During this time, funds that were marked as withdrawn have repeatedly been returned to my Wild Robin wallet after several days of waiting. This has now become a repetitive cycle.

I placed a withdrawal over 3 working days ago, CONTINUOUSLY FOR THE PAST MONTH I have 2 withdrawals pending due to the SUM OF £500 EACH per-transaction limit. I was advised that withdrawals take approximately 3 working days, so payment has been due & outstanding for a month which is absolutely unacceptable.

2. Misleading Customer Support 

When I contact customer support I receive the same repetitive responses and my questions are not answered directly. Chats are ended when I ask for clarification. On one occasion I was told by an advisor claiming to be from the Finance department that my payments were "on the way", only for the funds to be returned to my wallet a few hours later. I am then told the issue is with my bank, but my bank has confirmed this is not the case.

3. Impact 

I am an elderly, disabled customer. The delays and lack of clear communication have caused significant distress and financial inconvenience. From reading online reviews, it is clear I am not the only customer experiencing this pattern of behaviour.

My request 

I respectfully ask that:

 1. Both outstanding payments are sent to my bank account today.

 2. I receive a written explanation for the delays and the reason funds were returned to my wallet.( PLEASE DONT TELL ME IT WAS A FAULT WITH MY BANK AS THEY HAVE CONFIRMED MULTIPLE TIMES ITS ON YOUR PART & I have also played on other sites with NO problems & they also come back straight away with absolutely NO PROBLEMS AT ALL.

 3. I receive confirmation of what steps Wild Robin will take to prevent this happening again.

I would appreciate this being resolved urgently and without further delay. If this is not resolved immediately, I will have no choice but to escalate this matter, including to the relevant regulatory bodies, the press, and to seek legal advice.

Please confirm receipt of this complaint and provide a response with timescales.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• Have you made any successful withdrawals from this casino in the past?
• Have you completed the full KYC verification at this casino, or have you at least submitted any identity documents for verification?
• Which payment methods have you used to deposit funds into your casino account?
• Have you tried using a different payment method for your withdrawals, given that your bank withdrawal requests have been repeatedly cancelled?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation and reply.

Best regards,

Veronika