Wild Robin Casino - general discussion (page 8)

Don't worry, I'm also solving an issue that has been going on for two months, be patient and they will answer you

I'm sorry your case has dragged on for two months. Mine expires in three days, and I still haven't received a single response to my complaint, so I'm afraid time will run out before anyone responds.

No, don't worry, the deadline you see is only indicative, don't worry, I also had Tomas first, then he passed the matter on to another very good consultant.

Don't worry, Casino Guru will solve the problem 😉

Hello, If you check the complaint timer, you'll see how long until the next update.:

Each party has a week in total, so please be patient. Tomas will get back to you; just hold on.

Hello Radka,

Thank you for your answer.

Honestly, I thought the counter next to the complaint referred to the total time it took to process the complaint, not the fact that each party has a week to respond. If this continues, I'm afraid I won't even receive my money until the end of the year. It's unfair that the casino can keep extending the entire process just because the system allows them to.

Don't worry, I have to take 5800 euros of 3000 where a bit of hassle and the intervention of casino guru I got them, then it seems that a scammer entered my account by passing me off as me and I don't know how he did it, so wild robin rightly blocked the account, now I've been waiting for some time for them to contact me for the KYC verification.

IF SOMEONE CONTACTS YOU ASKING FOR DOCUMENTS, PHOTOS OR SELFIES, DO NOT RESPOND BECAUSE IT IS A THEFT ATTEMPT. FAO BEWARE

Hi Roberta,

I'm in a very similar situation, but my account hasn't been hacked. I've submitted my verification documents to WildRobin Casino several times, both by email and on their website, but they keep rejecting them and asking for the same things, even though everything is correct. This has been going on for a week now. They told me in live chat that verification usually takes 24-48 hours, but later said it could take up to 7 days. Today is day 7, and my account still hasn't been verified, and I haven't heard from them. It seems they're deliberately delaying the process because they don't want to withdraw my money.

I'm in a very similar situation. I've submitted my verification documents to WildRobin Casino several times, both by email and on their website, but they keep rejecting them and asking for the same things, even though everything is correct. This has been going on for a week. They told me in live chat that verification usually takes 24-48 hours, but later said it could take up to 7 days. Today marks day 7, and my account still hasn't been verified, and I haven't heard from them.

Interfaced with casinoguru maybe Tomas is following another practice, ensure that the documents sent have been sent to the real address of wildrobin

Yes, they were sent to their email which I received on live chat support@wildrobin.com They received everything they requested, as well as the verification tab on the website. Unfortunately, I haven't received any information via email about why it's taking so long, and live chat keeps redirecting me to email. It's becoming frustrating.

Hello,

I would not say casinos are allowed to delay payments just because we have such a complaint system. Fair casinos can handle the payouts without issues, and if something happens, they care. Complaints mostly cover situations when something is out of the ordinary. The week also does not mean that nothing is happening the whole week; mediators use emails, Skype, Teams and every other secure channel to investigate. You won't see that all in the public thread. Give it a second thought, please.

I know it sounds odd, but do you have anyone else who can help you and thousands of other players for free?

So, please, let Tomas do his job. 🙏

The casino may also be investigating your overall account activities, which seems likely based on your description. Tomas will check that out for you.

I would like to publicly clarify the latest developments in my case with Wild Robin.

Casino representatives now claim that they called me multiple times for KYC verification and that I would refuse or even hang up the phone.

This is a false and misleading statement.

I have never received any calls or video calls from the casino—not on my phone, not on WhatsApp, not through any other channels.

I have clear evidence from my call and message logs that proves that no attempt was ever made to contact me.

Throughout this period, I have always been fully available and cooperative, repeatedly providing my phone number and offering to complete the verification immediately.

It's disappointing to see the casino making excuses instead of addressing the issue and completing a simple KYC verification.

I hope Casino Guru takes this behavior into account and keeps the complaint open until a real attempt to contact them is made.

Thank you for your attention and for ensuring transparency in this process.

— Roberto Cavolina

Please inform your complaint resolver about all this in your complaints thread so he is aware of it, and he can act accordingly. Otherwise, he is unable to know what is happening, actually.

Yes, I've already informed you, thanks.

Hello, Roberto!

Thanks for the notice. I hope you are doing well, of course, aside from complications with the casinos...!

Good morning dear, good news, they called me by phone from wildrobin support for the KYC verification, we are on the right track 😊😊😊

Oh, really? I'm holding my breath right now! It would be cool to see the matter settled as soon as possible. 🙌

Update: I received a phone call from the Wild Robin team today.

They asked me to create a new email and said they would call me back shortly to confirm it and send me a link to complete the process.

I'm waiting for their call and will update as soon as I get the link

If you can inform Matej before 5.30pm so he can give me the ok and I can proceed to communicate the new email, because I don't want them to unblock my account but I'll lose the funds, I don't think so but you never know.

Anyway, I've already forwarded the update to Matej, if you can pass it on too so he finds out before 5:30 pm.