Wildsino Casino - Player claims that payment has been delayed.

Dear Casino Guru,

I won 4004€ with Wildsino and they do not pay anything. They have a limit of 500€ per day and not paying anything out. When i email the Casino, everytime the reply is the same below. 2 weeks nearly now this has been going on for. Is this something you can assist with please? Withdrawal date was the 20th March 2025.

Dear Jake,

Thank you for contacting our Customer Support team. We hope this email finds you well.

 

We understand that waiting for your funds can be a source of concern, and we sincerely appreciate your patience during this process.

Our goal is to process withdrawal requests within approximately 3 business days, starting from the day after your request is submitted or from the day of the last processed withdrawal. Please keep in mind that this timeframe excludes Saturdays, Sundays, and public holidays.

 

We are committed to ensuring a smooth and efficient experience for you. Once your withdrawal has been processed, the status will be updated in your balance history. Additionally, if you choose to cancel a pending withdrawal, please note that the process will need to be restarted with a new request.

 

We truly appreciate your understanding and cooperation as we work diligently to manage your withdrawal request.

 

Thank you for your attention to this matter!

If you have additional questions, please feel free to contact us via email support@Wildsino.com or via Live Chat.

Best Regards,

Customer Support

Dear JLtheBeast,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear JLtheBeast,

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.

Hi Nick,

Thank you for your reply.

There has been no change. Not received any payment from the Casino or response.

Thank you JLtheBeast for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear JLtheBeast,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wildsino Casino representative to join this conversation.

Dear Wildsino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear  JLtheBeast,

Please accept our sincere apologies for the delay.

Regarding the submitted withdrawal requests you referred to from 20 March 2025, we can confirm that one has been successfully completed. 

In addition, we ask for your patience while we do our utmost to complete the current withdrawal request as soon as possible.

Furthermore, withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence any player's account status manually. 

Your current status (Level 2) allows you to withdraw up to 500 EUR every 24 hours, up to a maximum of 3 active withdrawal requests, and 10,000 EUR monthly.

We are sorry for any inconvenience caused. 

However, it is listed in our Terms & Conditions that there is a maximum withdrawal amount depending on the level of the player's account.

If you have any further questions, please don't hesitate to contact us.

Best regards, 

Wildsino Team

Dear JLtheBeast,

We would like to also take this opportunity to formally advise you to complete the verification of your account to ensure a smooth withdrawal experience.

To initiate the verification process, we kindly request that you upload the necessary documents through our website. You will find the Verification page within your profile, which contains all relevant documentation required to finalize this process.

Should you encounter any technical difficulties while uploading the files, please do not hesitate to send the requested documents via email to our support team. We are here to provide assistance. We appreciate your understanding.

Thank you for your cooperation.

Best regards,

Wildsino team

Dear Wildsino Casino,

Could you please provide the player with the list of required documents, and an e-mail on which he can submit them, since it seems like there is a problem with submission in the account?

Thank you.

Hi,

I emailed support team documents and they replied telling me documents are not necessary so they have disregarded them.

Dear Wildsino Casino,

Could you please clarify, if there are any documents, the player needs to submit, and if so, which ones?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Documents request for account verification

Dear JLtheBeast,

As per the information provided by the relevant department, the verification of your account is required.

In order to proceed with the verification of your account, we kindly ask you to upload the requested documents through our website. You can find the Verification page on your profile as well as the relevant documentation required to complete the process.

In the event of facing tech issues in uploading files, you may send what requested via e-mail to our support.

If you have any additional questions, please do not hesitate to contact us.

Kind reagrds,

Wildsino Team

Dear JLtheBeast,

After review verification process with relevant department, we would like to assist you with still required documents such as follows:

• ID
• Customer needs to provide an additional mifinity screenshot - one with wallet numbers ( we've got 3/4 screenshots only provided)
• Selfie should be with visible our website in the background ( no website visible on the provided one )
• Period of his Mifinity deposits is not covering the requested period

If you have any additional questions, please do not hesitate to contact us.

Kind reagrds,

Wildsino Team

Dear JLtheBeast,

Have you been able to submit the requested documents?

Dear JLtheBeast,

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.

Dear JLtheBeast,

 

I hope this message finds you well.

 

Please be informed of the updates regarding the required documentation for the verification process, as detailed below:

 

• ID - not yet uploaded
• Customer needs to provide an additional mifinity screenshot - one with wallet numbers ( we've got 3/4 screenshots only provided) - missing Mifinity wallet number screenshot page
• selfie should feature our website clearly visible in the background (the website is not visible in the one provided) - selfie is not in the requested format
• the period of your Mifinity deposits does not cover the requested timeframe - transaction history does not reflect the deposits made towards the casino

 

Should you have any further inquiries, please feel free to reach out to us.

 

Kind regards,

Wildsino Casino Team

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Wildsino Casino,

Could you please clarify, what exactly can be done for the player to be able to finish verification process, and access the withdrawal?

Thank you.

Dear JLtheBeast,

Thank you to contacting us.

We have forwarded the details to the relevant department, so that they look into this further.

As soon as there is an update, you will be notified immediately.

We sincerely apologize for the inconvenience caused.

Rest assured, we are doing our absolute best to resolve the matter as soon as possible.

Best regards,

Wildsino Team

Dear JLtheBeast,

We would kindly request to check the email received and upload the required document as soon as possible in order to complete your account verification.

Thank you in advance.

Kind Regards,

Wildsino Team

Dear player,

Have you received the mentioned email, and have you been able to submit the required documents?

Dear Wildsino,

My entire lifetime statement was uploaded and then you picked out the 996€ transaction and asked for proof of where this came from so i sent you proof of it being a Casino win. All documents were uploaded and you reset the link and ignore my emails everytime. I have lost count the amount of times i have uploaded my lifetime Mifinity statement that was emailed to me from my bank as you wanted PDF. Which actually is even verified as the additional document request was proof of 996€ Received to my account.

Dear JLtheBeast,

We would like to inform you that the uploaded documents were not the adequate ones.

We kindly request to upload the required document in time to complete your account verification.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Thank you in advance.

Kind Regards,

Wildsino Team

Please confirm what is not adequate about the documents i sent you? I sent you a screenshot of my casino account where i won the 996€ being disabled so its not as if i can log in and give you anything. I sent you proof from the Casino which shows the exact date and the amount that the Casino paid that to me. What else can i possibly give you?

Dear player,

Could you please login to your Mifinity wallet, and send me a screenshot where the transaction of 996€ would be visible (incoming from one casino, and outcoming to Wildsino)?

Thank you.

Hi,

My bank shut my account along time ago now but this was the payment proof from My casino win attached.

Hi again,

I have included 2 screenshots from the lifetime account use document sent from my bank when it closed. 1st Deposit to Casino and second cash out from Casino win.

Dear JLtheBeast,

We would kindly request to upload the transaction history for the payment used to top-up Mifinity for March in order to complete your account verification.

Bear in mind that on the documents received, we can only see a top-up of 996 EUR on 18.03.

We need a proof of that top-up showing all incoming/outgoing payments.

Thank you in advance.

Kind Regards,

Wildsino Team

Is this a joke Wildsino? You received the full lifetime of my account statement. This is how you then started to ask about a transaction in the first place. You just delay and delay! If you never had my statement how would you know about a 996€ Casino win? You are contradicting yourself.

I attached a screen shot of the email i sent for the 10th time of my complete lifetime account statement which also i uploaded constantly.

Dear Wildsino Casino,

Could you please specify, if the player did not supply you with a satisfactory proof of the specific transaction of 996€, or a transaction history from a Mfinity wallet?

Thank you.

Dear JLtheBeast,

We kindly ask you to upload your transaction or bank transfer history showing how you added funds to your Mifinity account.

We're especially interested in the payment made on March 18th for 996 euros. We need this information for the entire month of March.

Thank you in advance.

Kind Regards,

Wildsino Team

Dear Casino Guru,

Do you also agree that the Casino had my lifetime statement along with screenshots of my Casino winning? What else can i possibly give????

Is this being looked into?

Dear Wildsino Casino,

Could you please clarify, what is the reason for these detailed checks?

If the information is confidential, feel free to send it to miroslava.d@casino.guru.

Thank you.

Dear Mirka,

We kindly request to check the information provided via email.

Thank you for your cooperation.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Wildsino Team

Dear Wildsino Casino,

I sent you an email. Please check your inbox.

Dear all,

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

We trust this clarifies our position and we thank you for your understanding in this matter.

Kind Regards,

Wildsino Team

Dear Wildsino Casino,

Since date of the email confirming the casino win matches transaction detail on Mifinity bank statement, we consider it a sufficient proof of the transaction.

Could you please clarify, if this is sufficient for you, and in case it is not, what exactly would you need from the player to provide?

Thank you.

Dear JLtheBeast,

We are pleased to inform you that your account verification has been successfully completed.

We kindly request to submit your withdrawal request.

Thank you for your cooperation.

Kind Regards,

Wildsino Team

Dear player,

Could you please confirm, if you have been able to request a withdrawal?

Hi Casino Guru,

Yes, A withdraw was requested yesterday at 10am so i see if they pay from now on.

Dear player,

Could you please specify, how much you received by now?

Thank you.

Hi,

Nothing. They have today declined 500€ cashout that i made 9 days ago.

Dear Wildsino Casino,

Could you please clarify, if there is something that can be done to speed up the withdrawal process?

Thank you.

Dear JLtheBeast,

We are happy to inform you that your payment is in process.

Thank you for your patience.

Kind Regards,

Wildsino Team

I confirm i have received the first 500€ payment.

Dear JLtheBeast,

We are pleased to inform you that your payment has been successfully completed.

Furthermore, we would like to kindly confirm that there are not any pending withdrawals in your account.

Kind Regards,

Wildsino Team

Dear player,

Could you please specify, how much is still left to withdraw?

Thank you.

Dear Mirka,

We would like to kindly inform you that the remained active balance in player's gaming account is 2504 EUR.

Kind Regards,

Wildsino Team

Dear JLtheBeast,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru