The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The player later confirmed that the casino had transferred the amount, indicating that the issue had been resolved. We marked the complaint as 'resolved' in our system, and the player was encouraged to reach out for assistance in the future if needed.
ShinyWilds Casino - Player claims that payment has been delayed.
Amount: €3,000
ShinyWilds Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.8
ShinyWilds Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I played at ShinywildsCasino and have made several attempts to make a withdrawal. The first time, the withdrawal was canceled due to a KYC inquiry, which I could accept. The next withdrawal attempt was on 18.10.2024, and on 21.10.2024, the withdrawal was canceled again. The reason given was that I have to use the same method for withdrawal that I used for deposit. However, the casino only accepts crypto and bank transfer for withdrawals, while for deposits, they also accept Visa. I deposited with Visa, but I cannot choose it for withdrawal. I am asking for your help.
Automatic translation:
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1 month ago
Dear Fabiruf86,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Translation
Hey Nick,
many thanks for the quick response!
My account has already been successfully verified. I just find it very strange that my withdrawal is being denied with the explanation "I have to use the same method for withdrawal as for deposit". This is actually not possible because the casino does not accept Visa as a withdrawal method, but Visa is not a problem for deposits.
Automatic translation:
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1 month ago
Dear Fabiruf86,
In situations like this, casinos typically request that players complete a verification deposit (minimum deposit) using a payment method that can also be utilized for withdrawals. Were you given this option?
I look forward to your response.
Best regards,
Nick
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1 month ago
Translation
Hi Nick,
No, I have not been offered this option yet. I would have no problem with that, but as I said, this offer has not been available yet.
Best regards
Fabian
Automatic translation:
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3 weeks ago
Dear Fabiruf86,
As we are still within a reasonable time frame for a withdrawal, we have not contacted the casino yet.
Can you please advise if you did try to contact them regarding the availability of other withdrawal methods or if you did try to use a different one since your last post here?
Looking forward to your response.
Regards,
Nick
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3 weeks ago
Translation
Hello Nick,
the casino has transferred the amount.
You can close the case.
Automatic translation:
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3 weeks ago
Dear Fabiruf86,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
