The player from Germany had three pending withdrawals of €500 each, which had not been processed for over two weeks despite the casino's stated processing time of three business days. He expressed concern that, with the additional amounts he wished to withdraw, it could take months to receive his winnings. The complaint was handled by the Complaints Team, who communicated with the casino and the player to monitor the withdrawal status. The casino confirmed that all pending withdrawals had been processed and released, but some transactions were rejected by the payment provider and returned to the player's balance. The player received multiple partial withdrawals over time, but some withdrawal requests were canceled without explanation. The issue was resolved as the casino processed and released the player's withdrawals, with the player advised to submit new withdrawal requests when needed. The complaint was closed due to the player's lack of response to further inquiries.
Wildsino Casino - Player's withdrawals are delayed.
Player stopped responding
Amount: €18,500
Wildsino Casino
Safety Index 2.2 Very lowCase summary
Translation
Good day,
Last year I won a large sum of money at the casino mentioned above. I made a withdrawal, which went through initially. Then they asked for further documents, which I submitted. However, since then, withdrawals have consistently taken 3-4 weeks. I currently have three pending withdrawals of €500 each, but they're all over two weeks old now. Their terms and conditions state that processing takes three business days, and then it takes even longer for the money to appear in my account. I understand all of that, but the withdrawals still haven't been processed. With the amount I still want to withdraw, it will take months, if not a year. Therefore, I am asking for your help.
greeting
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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.
- Have you been requested to submit any additional documents for the verification of your account recently?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
- What explanation did you receive from customer support for the delay in the processing of your payments?
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
TranslationYes, I was asked to submit further documents at the beginning of the year, which I did, and even then it said it would only take 24 hours, but then I had to wait several weeks. After that, I was able to withdraw a little bit again, but now I've been waiting for over two weeks for the payout.
I only played online games and occasionally live casino games, but I made most of my winnings playing online games.
I achieved the winnings without a bonus.
I repeatedly contacted support, but usually received the same responses: they were sorry I had to wait so long and they were trying to process it as quickly as possible, but they never gave a real reason.
Hello Pure1998,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationPlease, I really need help, it's very important to me.
Dear Pure1998,
I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.
I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
Thank you for your patience, Pure1998. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
When was the last time you contacted the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.
TranslationAfter more than a month, I've now received three withdrawals of €500 each. I've requested the next three withdrawals of €500 each and I'm curious how long it will take this time because I really don't want to wait another month or more. Therefore, I'm asking if you could contact the casino to expedite the process or allow me to withdraw more money. €17,000 is still outstanding. Regards
Pure1998, I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my previous message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.
TranslationMy withdrawals are shown as being processed.
I keep messaging support, but I don't have any screenshots. They just keep saying they're trying to process it as quickly as possible, but nothing happens.
Dear Pure1998,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Dear Pure1998,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Wildsino Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Dear Pure1998,
Thank you for bringing this to our attention.
We would like to reassure you that we are currently looking into your case.
We have requested a detailed update from our relevant department regarding the status of your withdrawals to provide you with the most accurate information.
Please be assured that we are closely following up on this matter, and we will provide you with an update as soon as we receive more information.
Thank you for your patience.
Best regards,
Wildsino Casino Team
Dear Dear Pure1998,
Following our previous message, we are pleased to inform you that all your pending withdrawal requests have now been processed and fulfilled.
The funds have been successfully released from our side. Depending on your payment provider, they should reach your account shortly.
We would like to thank you for your patience and cooperation.
Kind regards,
Wildsino Casino Team
Dear Pure1998,
please keep us updated when you receive the funds from the casino.
TranslationHello,
I've received four withdrawals from the casino and have now requested three more, each for €500: one on May 6th, one on May 7th, and one on May 11th. We'll see how long they take to process, but thanks in advance for the withdrawals.
Best regards
TranslationHello Wildsino Casino,
When do you think they will process the next payments?
Dear Pure1998,
Thank you for your recent update. I am pleased to hear that you have received the payment from the casino. I kindly ask for your patience as the next payments are processed and make their way to your account. Please keep us informed once you receive them. Your continued support is greatly appreciated.
TranslationHello, I just received the next two payouts of €500 each.
Best regards
Dear Pure1998,
Thank you for the recent update. May I kindly request the current pending balance? Additionally, I would appreciate it if you could proceed with another withdrawal request at your earliest convenience. Thank you for your continued support.
TranslationHello, yes, I'm requesting the next two payouts of €500 each tomorrow and the day after, but I would prefer to be able to withdraw everything at once. My current account balance is €13,000 plus €500 pending payout requests.
Dear Pure1998,
Thank you for the update. We would greatly appreciate it if you could keep us informed when you receive the next portion of funds from the casino.
Dear Pure1998,
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.
TranslationHello, three of my €500 withdrawals were cancelled without any explanation. The payment history shows them as credited, but I definitely did not cancel these withdrawals myself. I would appreciate any information. 
Dear Wildsino Casino,
I hope this message finds you well. I would greatly appreciate it if you could provide clarification regarding the cancellation of the player's withdrawal requests. Your continued assistance and support in this matter are truly valued.
Dear Pure1998,
Please be informed that occasionally, after a withdrawal request has been successfully processed and approved from our end, the transaction can unfortunately be rejected by the payment provider. As this involves a third-party financial institution handling the transfer, this process is beyond our direct control.
When this happens, the funds are automatically returned to your casino balance. In such cases, we highly recommend choosing an alternative payment method available in your cashier, such as a standard Bank Transfer (indicated with the bank logo in the background).
We sincerely apologize for any inconvenience this may have caused and appreciate your understanding.
Best regards,
Wildsino Casino Team
Dear Pure1998,
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.
TranslationHello, I haven't received any further payments yet.
Dear Pure1998,
Thank you for your patience while we processed your transactions.
We would like to inform you that all your previously submitted withdrawal requests have been successfully processed and released from our side. The most recent withdrawal was sent out today, and the funds should reach your account shortly, depending on your bank's standard processing times.
At the moment, we notice that there are no active or pending withdrawal requests on your account. In order for us to continue processing your payouts, please log into your account and submit a new withdrawal request.
Thank you again for your understanding and cooperation.
Best regards,
Wildsino Casino Team
Dear Pure1998,
I am pleased to inform you that your withdrawals have been successfully processed. I would greatly appreciate it if you could let me know once you have received the funds from the casino. Thank you for your continued support and cooperation.
Dear Pure1998,
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,
Jana
Casino.Guru
