The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
ShinyWilds Casino - Player claims that payment has been delayed.
Amount: €3,000
ShinyWilds Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
4d 10h 10m 59s
Case summary
2 days ago
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3 days 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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3 days 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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3 days 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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2 days 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
Casino Guru is examining the case
