ShinyWilds Casino - Player's struggling to withdraw his winnings.

Hi

I made a deposit to this casino about 2 months ago and claimed a 50% bonus.

With their system they let you play with your real deposited cash before bonus cash so I won so my real cash balance was €400.97 and the wager of the bonus havnt started yet. I didnt like the fact that I would have to lose my €400 real balance before the wager of my bonus cash even starts.

But also thought it was a perfect time to see if its a serious casino so I made a withdraw.

It took some time before I could make a withdraw because I had to verify first, but 09/12 I could finally make my withdraw.

After that I contacted live support like 10 times and every time different excuses on why they havnt sent me my withdraw yet.

In the beginning of October they cancelled my withdraw and I made a new withdraw after talking to live support, few days later they cancel again tell me I have to wager more before I could withdraw.

Very wierd they wait 1 month before they tell me this so it feels abit made up but anyway I played more and made a new withdraw of €410 and after that nothing have happened so today I decided its time take it to your attention since I dont know what else to do.

Dear eiddmark, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. Since you requested a new withdrawal it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

The last withdraw i made was on october 03 after they say have to wager more, I wagered more and withdrew.

No withdraws from before, but im verified and you cant make a withdraw untill you are verified.

So they are just stalling

Thank you for your reply, eiddmark. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

Have you accumulated your winnings with or without an active bonus?

The status is pending, already verified long time ago because can not make a withdraw before being verified.

I used a bonus yes.

Transaction history added in this reply

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Well there have not been any email communication but i have been in contact with them atleast time times in live chat. I checked my account now but could not find any way of downloading chat transcripts

Thank you very much, eiddmark, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi eiddmark,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear ShinyWilds Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please explain why the withdrawal request hasn't been approved yet?

In case of any supporting evidence, feel free to to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Please note that the player has successfully wagered the safe amount in terms of our anti money laundering policy and the withdrawal was processed accordingly.

Regards,

Paul

Thank you for the response, ShinyWilds Casino.

Dear eiddmark, can you please confirm that your withdrawal request is now marked as processed?

Yes i finally got the cash.

They make it sound like they have done it accordingly etc but i wish i had the chat transscipts because they have lied to me countless of times and would never have paid me if casino.guru didnt help me.

Thanks alot Casino.guru!!

Dear eiddmark,

I'm glad to hear that your issue has been finally resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru