A player from Germany has a pending withdrawal of €4,500 from ShinyWilds Casino. Despite successful account verification, their withdrawals remain unprocessed with the casino citing technical issues. The casino also informed the player that only €500 could be paid out every 48 hours despite no such condition being mentioned in their terms and conditions. The player has attempted to contact the casino, but with no success. The complaint was closed as the player stopped responding.
ShinyWilds Casino - Player experiences a stalled withdrawal process.
Amount: €4,500
ShinyWilds Casino
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5.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Dear Sir/Madam,
I am writing to you because I am unfortunately having problems with ShinyWilds Casino and I'm not making any progress.
On Monday, 05th of September, I opened an account there and deposited €175.00 by instant bank transfer.
I immediately played with the money and was able to attain a balance of €3,145.00.
I wanted to withdraw this money.
To do this, I first verified my account, and quickly received confirmation that it was fully verified.
Afterwards, I was able to make withdrawals, but only a maximum of €500.00 per transfer with a bank transfer.
Therefore, I withdrew €500.00 five times.
(The terms and conditions explain that only €2,500.00 can be withdrawn per week, so I only requested this amount and left the rest in the casino account)
The terms and conditions also state that withdrawals will be processed within 3 working days once the account has been fully verified.
However, even now it still states 'unprocessed' and I could still cancel the withdrawal.
Just to note: I had not used a bonus or anything similar!
As nothing had happened, unfortunately, I played again on 07.09.2023 and even cancelled €500.00 twice.
Fortunately, I even managed to increase my account balance to a total of €3,500.00 and have had the two cancelled €500.00 withdrawals paid out again.
Therefore, there are now even €1,000.00 currently in my casino account.
On 08.09.2023, I played again with the €1,000.00 in my account and again cancelled 2 x €500.00.
Now, having won again, I paid out the 2 x €500.00 again and now have €2,000.00 left in the account.
(So in total, we are now talking about €4,500.00)
Now to the communication with the casino:
On 06.09.2023, I inquired about the status of my requested withdrawals.
I was then told that I needed to verify my account.
However, I had already done this.
I was asked to upload proof of the deposit, which I did immediately and again received the information that the account was fully verified.
On 07.09.2023, I asked again why nothing is happening.
Again, they wanted proof of the deposit.
Although I had just uploaded it the day before and pointed this out again, they insisted it be done again.
Alright, the account was fully verified again.
I then asked when they would pay me.
I then received an email saying that they were currently experiencing technical problems with withdrawals. They would sort it out as soon as possible.
However, only €500.00 can be paid out, and the next €500.00 only after 48 hours. This would not be possible any other way with the finance department.
Well, I found this very strange! The terms and conditions do not mention this at all!
By evening, I asked again what was happening. In an online chat, someone informed me that the first €500.00 would be processed today and the next in 48 hours.
On 08.08.2023, nothing had changed, and what I was told the day before, unfortunately, had not materialised.
I asked again and was told that I would have to wait longer than expected.
On 09.09.2023, my messages were initially ignored.
Later, however, an email arrived stating that I would now have to wait longer for the payment because I had cancelled something.
However, the first requested withdrawals are still pending and were not cancelled, so this makes no sense.
As of 10.09.2033, nothing has changed, no information and no withdrawal.
I am very frustrated.
Can you please assist me?
Thank you,
Best regards from Germany
Automatic translation:
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1 year ago
Hello Chrile,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ShinyWIlds Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When was the last time you forwarded any kind of document to the casino? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Many thanks for your help!
According to the casino, my account was already fully verified on 9/5/23, this was also shown to me in my online account.
sm 09/06/23 they wanted something else and my account was suddenly no longer verified, but then again after uploading the document.
on 09/07/2023 the same, here they wanted exactly the same document again. I pointed out that this was already done yesterday. Well, did it again and successfully verified again.
after that there was peace.
Today, September 11th, 2023, I asked again, it was forwarded to the department, but again no answer so far and no payment either.
Automatic translation:
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1 year ago
Translation
Good morning,
Unfortunately, I lost a lot of money from my casino account yesterday, as is always the case when you can't pay out.
well, I now still have €900.00, which I have had paid out again.
Suddenly you can pay out more than €500.00, very strange.
It hasn't been processed yet, I hope that I can at least get this €900.00..
Automatic translation:
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1 year ago
Hello Chrile,
Can you please clarify since when exactly is your current withdrawal pending? If less than 2 weeks, I would recommend to wait only and not to cancel it otherwise the process will start again.
