The player from Portugal had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. We explained that withdrawal processing could take up to 14 days due to KYC verification or a high volume of requests and advised patience. After the recommended time frame had passed, the player confirmed receipt of the withdrawal. The complaint was then marked as resolved following the player's confirmation.
Wildsino Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Wildsino Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
4 weeks ago
Translation
Good afternoon, I play in this casino, I made a withdrawal on January 31st, and until today February 7th and they do not return the amount of the withdrawal, every day I talk to them and I feel that they are cheating me, always with excuses that it is late, they in the application say that they pay in 3 working days, but they are already in 8 days, I continue to send messages in the chat and I have already sent emails and no answer, except always the same. They don't want to pay me. I asked for your help please, because I think this casino just takes in money and when the prizes come out they don't give them, they cheat people. Like they're doing to me, I'm sure they're doing to a lot of people. Please help me because it was my lawyer who referred me to your site and you are very reliable and can solve the situation. Thank you very much for your help and I look forward to hearing from you. Thank you very much.
Automatic translation:
Public
Public
4 weeks ago
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.
Public
Public
4 weeks ago
Dear ricardoferreirafcp,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
3 weeks ago
Dear ricardoferreirafcp,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ricardoferreirafcp,
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,
Karla
