The player from Italy had two withdrawal requests of €500 made on September 10th and 11th that remained pending for two weeks. Despite having met the wagering requirements and successfully withdrawn smaller amounts before, he received daily reassurances from support about delays due to high demand, with no further updates. The player later reported receiving his initial transfers and requested to keep the complaint open due to additional pending withdrawals of €300, €500, and €450 made on September 21st, 24th, and 25th, respectively. The issue was resolved when the casino confirmed that the withdrawal requests had been forwarded for processing, and the player marked the complaint as resolved.
Wildsino Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Wildsino Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Good morning, I'm writing to you regarding two withdrawal requests (€500) made on September 10th and 11th, which are still being verified. I'm told daily not to worry, as there are no issues, just a high demand, and therefore payments have slowed down. I'd like to point out that I've met all the wagering requirements for the various bonuses I received with deposits, and that I've already withdrawn smaller amounts in the past (twice). Now, I've had these withdrawals pending for two weeks, with approximately €8,000 in my account (I continue to play, so it varies). Live chat and email support continue to be reassuring and apologize for the delay, but again, it's been two weeks and I have no updates. I'm asking for your help because the situation is becoming frustrating.
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4 months ago
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.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- When was the last time you successfully withdrew winnings from this casino, and how long did the withdrawal process take?
- Could you kindly specify which bonuses you played with? If possible, please send me links or screenshots of them.
- Have you completed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Good morning, I received the transfers yesterday afternoon and was unable to withdraw my complaint. I apologize for the inconvenience, but I was getting worried. I've currently requested other withdrawals and hope the waiting times will be shorter. In the meantime, thank you for your promptness and helpfulness.
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3 months ago
Thank you for your update. Please don’t worry about the inconvenience — you don’t need to apologize. We are always happy to assist you with any issue.
Would you like us to keep this complaint open until you receive your most recent withdrawals as well? If yes, could you please let me know:
- when exactly you requested these withdrawals,
- how many requests you submitted, and
- for what amounts?
This information will help us keep track of your case and support you if any delays occur again.
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3 months ago
Translation
Yes, I would like it to remain open because there is already another withdrawal outside the deadline:
300 euros on September 21st
500 euros on September 24th
450 euros on September 25th
Unlike the first 2 requested via bank transfer, these were requested via, respectively, Bitcoin, Mastercard and bank transfer to Revolut digital bank (in theory faster), but I believe it is a lack of them or even a consolidated bad practice... Thanks again for the support
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3 months ago
Thank you for your response. I noticed that you requested each of these withdrawals through a different payment method. Could you please confirm if you have previously used all of these payment methods for depositing money into this casino? Also, are all of these payment methods successfully verified?
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3 months ago
Dear Davixkr,
We would like to inform you that we are looking into your request.
Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.
Thank you for your patience and understanding.
Kind Regards,
Wildsino Casino team
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Davixkr,
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,
Veronika
