Wildsino Casino - Player’s withdrawal is delayed.

I won 3206€ and withdrew according to the withdrawal limits on 31/07.

I queried the payment on 11/08 and got a basic reply saying that they are aware of the situation and there is apparently a high volume of transactions that need to be paid out. I do not see how this is my problem and why I have to wait.

I again emailed on 15/08 and got the same reply. I have informed them that I will be taking further action and this is it. Let me know if there is anything else that I can do to get my payouts.

Hello,

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 that I can understand the whole situation.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games or did you place bets on sports?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good day,

No there has been no successful withdrawals. I was able to withdraw as there were no verification tabs open. Yes, I did use a deposit bonus, which I played slot games with.

Thank you,

[name hidden by Casino Guru]

Hi Veronika,

Just to inform you I have got the withdrawal of 500€, and I have made the next withdrawal. How does this work? does this case stay open until I receive the full amount?

Thank you to the casino.

I'm glad to hear that you received the first part of your winnings. We can either close your complaint now, or keep it open until your next withdrawal requests are processed and paid out. If any issue arises, you can always request to have the complaint reopened. Would you like us to keep this complaint open until your next payment is received? Please let me know.

Dear AramScully,

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.

Hi Veronika, sorry I have been waiting for the payment and did not check these messages. I have not received the withdrawal yet that I made on 24 August. Its been 2 weeks now. So far I have received just the one 500€. Apologies again for the late reply.

Thank you very much, AramScully, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear AramScully,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wildsino Casino representative to join this conversation and participate in resolving this complaint.

Dear Wildsino Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear AramScully,

Your account is currently awaiting verification. To proceed, we kindly ask you to upload the required documents in the verification section of your profile. A notification about this should already be visible in your account.

Please make sure to complete the upload at your earliest convenience so the process can be finalized without delay. Should you encounter any difficulties, our team will be happy to assist you.

Best Regards,

Wildsino Casino Team

Dear AramScully,

Could you please follow the casino's instructions and provide them with the necessary documents? Please let me know once you have done so.

I'll be awaiting your reply.

Dear AramScully,

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,
Stefan
Casino.Guru