Wild Robin Casino - Pelaajien kotiutuksia on rajoitettu.

Hello there,

Dear Casino Guru,

I’m reaching out because after winning €1,400 on my account, my withdrawals have been restricted by the operator (or blocked, in other words).

This is really weird, because I have never used any bonus / free bets to get my winnings, I have not made any surebets & broke any Terms & Conditions from the casino. I got my winnings by depositing money.

After this message popped in my account I obviously decided to contact the casino instantly through Live Chat, but all the information I get is that they are currently investigating, they can't provide any information right now, and that they will contact me soon via email (They never did)

I sadly have no other choice than making a formal complaint here, the support from the casino looks very automated, and I don't think im gonna get proper help from them.

My account doesn't need verification and everything is correct on it, so I'll wait patiently to see what they have to say here.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, 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.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play — were they slots, live casino games, or sports bets?
• Did you fulfill all the wagering requirements before trying to request a withdrawal?
• How long have you been experiencing difficulties withdrawing your winnings?

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

Hello, thanks for your quick answer.

1. I have not made any withdrawals on this casino before.
2. I played a bit of Live Casino, but mostly sports bets.
3. I'm almost 100% confident I did wager enough + I never received any wager warning.
4. Before depositing the withdrawal section was available, but after I got my winnings and I checked, it was disabled.

Thank you for your reply. Please forward me all the communication between you and the casino regarding the problems with your withdrawals at veronika.f@casino.guru, or post screenshots of your conversations here. I appreciate your cooperation and patience.

Keep in mind this is a new conversation since there is no registry from old Live chat, luckily as seen I got the same answer, telling that my "VIP Manager" already got informed and that will reach out to me through out the week, this is obviously not happening since it hasn't happened before neither.

Dear Dulabo

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Dulabo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Robin Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear Peter,

We have sent an email attached with the required evidences.

We will wait for your further updates. Thank you!

Kind regards,

WildRobin team.

Dear Wild Robin Casino,

Thanks for your answer,

Sadly that email is currently blocked, but you could send the required evidences in this complaint thread, where it will remain private thanks to Casino Guru’s attachment filter.

Otherwise I could send an alternative email address to receive the evidence there.

Thanks

Dear Dulabo, the evidence was provided to me directly. According to the information provided, you are a streamer and you have received the funds manually in the account by the casino as a way to promote the casino. These funds are not withdrawable but simply serve for playing purposes only. Let me know if this clarifies the situation!

Dear Dulabo, would it be possible to share more information about your Litecoin deposit? I would require a proof of payment like for example transaction hash or a blockchain explorer link. You can share it directly in the thread, and I can mark the message as private so it will only be visible to the involved parties, or alternatively, you can share it directly to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you, you are correct, I missed the obvious link in the original message, which I apologize for. However, I have passed this information along to the casino representative, and I will update you about any new developments. Thank you for your patience during this time!

Dear Peter,

We have sent an email with further explanation and additional evidences.

We are looking forward for your update.

Kind regards,

WildRobin team.

Thank you for providing me with the information Wild Robin Casino representative.

Dear Dulabo,The casino has provided your gaming history, which confirms that you received manual deposits issued directly by the casino. These funds were used extensively in gameplay to generate the winnings in question. You subsequently made a deposit of your own — the one for which you provided the transaction link — and after a short period of additional play, you requested a withdrawal of the total balance on your account.

However, the winnings you are disputing were generated from the casino’s manual, non-withdrawable promotional deposits. As such, these funds are not eligible for withdrawal. In light of this, we believe the restriction on withdrawals is justified, as the balance was derived from promotional credits rather than real-money deposits. We therefore have to reject your complaint and are unable to assist further in this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding.

Kind regards,

Peter