HomeComplaintsWild Wild Casino - Player's withdrawal is delayed.

Wild Wild Casino - Player's withdrawal is delayed.

Amount: €900

Wild Wild Casino
Submitted: 14 Jan 2025
Case opened Current status

Waiting for casino to reply

4d 9h 29m 38s

Case summary

The player from Germany requested a withdrawal of 900 euros, which was reduced to the maximum limit after meeting the bonus requirements. Despite submitting the request on January 4, 2025, it remains unprocessed two weeks later, and the player continuously receives the same response regarding processing.

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Translation

On December 29, 2024, I made a deposit of 30 euros with a 300% bonus. I played and successfully met the bonus requirements. However, since there was a max withdrawal limit of 10x the bonus, 90 x 10 = 900, the casino correctly reduced my winnings, which were well over 900 euros, to the limit of 900 euros.

After several attempts to make a withdrawal request, all of which were cancelled, I managed to submit a request on January 4, 2025. However, it has not been processed yet. When I repeatedly inquired via live chat, I always received the response that my request is being processed. (The terms and conditions state a processing time of 60 minutes to 24 hours for payment requests.) Oddly, these 900 euros are still shown in my player account and, as usual, cannot be seen elsewhere. I have verified my identity properly and adhered to all the casino's rules, and now I am at a loss as to what to do next.

I kindly ask for your assistance in this matter...

Automatic translation:
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Dear ahammer787,

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 the 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, please or if your withdrawal gets canceled again, let us know immediately and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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Translation

OK, then I will continue to be patient and hope that the matter will resolve itself soon. If not, then I will contact you again.

Until then, thank you very much for your efforts. Kind regards....

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Hello. I communicated with the casino's live chat again today and received the same answer that my withdrawal request is still being processed and that the casino apologizes for the long wait... . Kind regards

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Thank you for your responses.

Could you please specify if you made any successful withdrawals from this casino before?

Which documents did you send to the casino for the KYC verification?

Please forward me the screenshots or emails of your communication with customer support at veronika.f@casino.guru. Alternatively, you may post screenshots here.

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Translation

Hello. I haven't received any payouts from this casino yet.

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Thank you very much, ahammer787, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Dear ahammer787,

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


Dear Wild Wild Casino, I invite you to be part of this discussion and help address the player's complaint. Could you provide additional details about the case? Specifically, please clarify the current status of the player's withdrawal request and when they might expect it to be processed by you.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Wild Wild Casino has 4d 9h 29m 38s to reply

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