Wild Robin Casino - general discussion (page 13)

As I mentioned in another post, I'm unfortunately unable to fill out the form. I keep getting an error message: "You cannot create a complaint." Is there any other way I can send you the relevant information?

I responded to you in the other thread; do not worry, I'll do my best to find out what's the matter here.

1. Delayed Payments 

I have been waiting since July for payments to reach my bank account. During this time, funds that were marked as withdrawn have repeatedly been returned to my Wild Robin wallet after several days of waiting. This has now become a repetitive cycle.

I placed a withdrawal over 3 working days ago, CONTINUOUSLY FOR THE PAST MONTH I have 2 withdrawals pending due to the SUM OF £500 EACH per-transaction limit. I was advised that withdrawals take approximately 3 working days, so payment has been due & outstanding for a month which is absolutely unacceptable.

2. Misleading Customer Support 

When I contact customer support I receive the same repetitive responses and my questions are not answered directly. Chats are ended when I ask for clarification. On one occasion I was told by an advisor claiming to be from the Finance department that my payments were "on the way", only for the funds to be returned to my wallet a few hours later. I am then told the issue is with my bank, but my bank has confirmed this is not the case.

3. Impact 

I am an elderly, disabled customer. The delays and lack of clear communication have caused significant distress and financial inconvenience. From reading online reviews, it is clear I am not the only customer experiencing this pattern of behaviour.

My request 

I respectfully ask that:

 1. Both outstanding payments are sent to my bank account today.

 2. I receive a written explanation for the delays and the reason funds were returned to my wallet.( PLEASE DONT TELL ME IT WAS A FAULT WITH MY BANK AS THEY HAVE CONFIRMED MULTIPLE TIMES ITS ON YOUR PART & I have also played on other sites with NO problems & they also come back straight away with absolutely NO PROBLEMS AT ALL.

 3. I receive confirmation of what steps Wild Robin will take to prevent this happening again.

I would appreciate this being resolved urgently and without further delay. If this is not resolved immediately, I will have no choice but to escalate this matter, including to the relevant regulatory bodies, the press, and to seek legal advice.

Please confirm receipt of this complaint and provide a response with timescales.

Hi, I think you’re already taking the right steps, and I would probably proceed in a similar way. It’s good that you’ve submitted a complaint with us as well. It’s a pity you didn’t come to us a little earlier, but better late than never.

Has the casino given you any reason why you still haven’t received the money? This is already quite a long time, and if your withdrawals were previously marked as paid or processed, I would normally expect the funds to reach you rather than be returned to your casino account.

Even if the casino has only been giving you generic answers, feel free to share what they’ve told you. You mentioned that someone from the finance department apparently contacted you, so it would be useful to know whether they provided any explanation at all.

For now, though, we’ll also need to be patient. Your complaint is already open, and our team will review and investigate the situation. Hopefully, they’ll be able to help you get to the bottom of it.