Wild Robin Casino - Pelaajan tili on suljettu.

Dear Sir or Madam,

Few weeks ago during a pending withdrawal request the casino closed my account without explanation and confirmed that the payment will be processed. Unfortunately after many weeks I am not received the amount. They are not answer my e-mails and on live chat they mention they are working on that but after this time this is not reasonable.

Best regards,

G

Dear gb156,

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 I can understand the whole situation completely.

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

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

Did you play casino games or bet on sports?

Have you received any specific information or updates from the casino regarding your account closure?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear Dominika,

The account is not KYC verified because the casino not asked and regarding I cannot login I cannot provide documents. I am not used any bonus and they play was mixed with casino and sportbets. I am sent the communication to your e-mail address. There was no provided reason why the casino closed my account.

Best regards,

G

Dear gb156, could you please explain why one of the emails you provided states that your account was closed at your own request?

Also, have you received any updates from the casino regarding your withdrawal, or have you tried to contact them again to get more information about the pending payment?

Dear Dominika,

I have no idea why the casino mentioned I am asked the account closure. You can see our previous talk and they mentioned they wished to close my account and not me as well as they mentioned my payment will be processed. I am never asked them to close my account. I am tried to recieve information about this case but there are still no update after this long time.

Best regards,

G

Dear gb156, have you received the money?

Dear Dominika,

I am still not received any amount and I am not received any answer.

Best regards,

G

Thank you very much, gb156, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear gb156,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wild Robin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked and tell us what can he do to receive his withdrawals?

Thank you in advance for providing the information.

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.

Dear gb156,

can you please give us an update? Have you received your withdrawals?

Dear all,

We are sorry for the delay. As per checking player's withdrawal was canceled. We kindly ask to make new request in order to withdraw winnings.

We truly sorry for the situation.

Best regards,

WildRobin team

Thank you for the update.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of gb156. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear gb156, can you please give us the update? Thank you!

Dear Martina and Dear Casino representative,

My account is still closed and I cannot create any new withdrawal request. I am kindly would like to ask the Casino to reopen my account to be able to create a new request. I would like to clarify again that I am never wished the close my account, that was their decision. They mentioned that they will process my withdrawal request regardless my account is closed. I am already provided my crpytocurrency addresses in many e-mails for a situation when they wish to process the transfer manually.

Best regards,

G

Dear Wild Robin Team,

I kindly urge you to review this matter again as a priority. Timely resolution is important, and your prompt attention to this issue would be greatly appreciated.

Thank you for your cooperation.

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.

Dear gb156,

can you please give us an update? Have you received your withdrawals?

Dear Martina,

I am still not received my withdrawal and my account is still closed. The casino still not answer my e-mails. I am sending e-mails weekly to kindly remind them to this case. May I ask you please to try to send e-mail as well?

Best regards,

G

Dear Wild Rabbit Casino representative,

I’m reaching out once again at the request of the player. Otherwise, given the lack of response, the case would have been closed as unresolved.

We kindly ask that you take this opportunity to share your statement regarding the matter. Your input is important, and we appreciate your cooperation.

Thank you in advance for your attention to this.

Dear all,

We are currently awaiting the payment method details needed to process a manual withdrawal, which was initially requested via live chat on March 27th.

We have just sent another email to Gabriel requesting this information once again.

As soon as we receive the necessary details, we will proceed with the withdrawal promptly.

Kindest regards,

Wild Robin

Dear Martina and Dear casino representive,

In this way I am would like to confirm that the casino contacted with me via e-mail to ask cryptocurrency solutions again. I am answered their e-mail and I hope this will be solved really soon. I will update this complaint as soon as there is development.

Best regards,

G

Thank you everyone, for getting involved!

Please gb156, let me know, should you have some update! Thank you!

Dear gb156,

Thank you for providing the information directly here. I’ve marked your message as containing sensitive content to ensure it is only visible to you, me, and the casino representative.

Dear Wild Robin Team,

Could you please confirm that you have received the player's payment details and that everything is in order for the payment to be processed?

Thank you in advance for the update.

Dear all,

Thank you for your patience,

We would like to inform you that the withdrawal has already been processed.

Kindest Regards,

Wild Robin

Dear Wild Robin Casino,

Could you please review the case and arrange for the remaining funds to be sent to the player? Your assistance in resolving this matter is greatly appreciated.

Dear all,

We apologize for any inconvenience caused.

Please be informed that after the player submitted a withdrawal request, they continued to place bets. Kindly note that the full balance has been paid to the player.

gb156 , we would like to inform you that you can review your activity and performance by accessing your gaming history.

We appreciate your understanding.

King regards,

WildRobin Team

Dear gb156,

Can you please check it out and let me know?

Dear all,

Unfortunately I still cannot login into my account. The withdrawal request was processed by the casino manually and they created and processed the withdrawal request. May I ask please the casino to send a screenshot of my gaming history and remind me my balance before they closed my account in March? You may send the screenshot there or to my e-mail address.

Best regards,

G

Dear Wild Robin Team,

Can you please do it?

Dear all,

We hope this message finds you well.

Martina, kindly note that we have provided the evidence to you via email.

Please refer to the attached letter.

Best regards,

The WildRobin Team

Thank you! Can you please send it again in a better quality? Even after downloading the screenshots, I wasn't able to read the print. Thank you

Dear all,

We apologize for any inconvenience caused.

Please be informed that we have sent the requested evidence in higher quality via email for your review.

We appreciate your patience and understanding in this matter.

Kind regards,

WildRobin Team

Dear Wild Robin Casino,

Thank you very much for providing the evidence. May I kindly ask if this information has also been shared with the player?

Dear gb156,

Based on the game history submitted by the casino, it appears that your account had a remaining balance of €600.82 before it was closed. Since you have already received €600, the remaining balance now stands at only €0.82.

Therefore, I will proceed to mark this complaint as resolved in our system. We truly appreciate your cooperation and confirmation throughout this process. Should you face any issues with this or any other casino in the future, please don't hesitate to contact our Complaint Resolution Center—we're always here to help.

As you may know, our services are completely free of charge, and we do not accept any gratuities. However, if you’ve found our assistance helpful, we would be grateful if you could take a moment to share your experience with us on Trustpilot:

https://www.trustpilot.com/evaluate/casino.guru

An honest review—along with any suggestions for improvement—would mean a lot to us and could help others in similar situations.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru