The player from Germany had 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 remained unprocessed two weeks later, and the player continuously received the same response regarding processing. The Complaints Team had attempted to assist by contacting the casino multiple times for clarification on the player's withdrawal status. However, due to the casino's lack of cooperation and absence of a valid license, the complaint was marked as "unresolved." The player had received only 300 euros of the requested amount and faced communication issues with the casino.
Wild Wild Casino - Player's withdrawal is delayed.
Black points: 180
Amount: €600
Wild Wild Casino
Safety Index:Very lowSafety 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.
2.8
Wild Wild Casino has a Safety Index of 2.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
1 month ago
Public
Public
3 months ago
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:
Public
Public
3 months ago
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
Public
Public
3 months ago
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....
Automatic translation:
Public
Public
2 months ago
Translation
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
Automatic translation:
Public
Public
2 months ago
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.
Public
Public
2 months ago
Translation
Hello. I haven't received any payouts from this casino yet.
Automatic translation:
Public
Public
2 months ago
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.
Public
Public
2 months ago
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
Public
Public
2 months ago
Translation
Hello. I would like to inform you about the new development of the payout. The casino has
an email to me. The email states that my account is now fully verified
and my withdrawal request has been successfully confirmed. It also says that for the purpose of some payment
terms and conditions the payment is made in 3 equal parts. In 3 consecutive weeks
300 euros each. I have already received the first payment. I am now confident that the
2 remaining parts must also be transferred.
I would therefore like to thank you for your open ear and for contacting
the casino.
I will contact you when I have received everything and also if there are further problems
which I don't think should be given. MFG A. Hämmerling
Automatic translation:
Public
Public
2 months ago
Dear ahammer787, I'm glad to hear about these positive updates from you. Hopefully, there will be no issues in processing the rest of the payments.
I will keep this complaint open until you confirm your withdrawal has been successful in full. Please keep me informed about any further developments.
Public
Public
2 months ago
Translation
Hello Natalia. I have been waiting for the second payment (300 euros) this week.
Unfortunately, it was unsuccessful. The casino no longer even lets me use the live chat.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello Natalia
I sent the following email to WildWildCasino.
Automatic translation:
Public
Public
2 months ago
Translation
Hello Natalia
I have now managed to ensure that WildWildCasino is not
wants to communicate with me anymore. My live chat access has been completely blocked
and there is no response from the e-mail support about the casino
self-established payout plan. For 2 weeks there has been absolute
Radio silence. I got 300 euros out of 900 euros and I will feel
They cannot help but admit that they do not want to pay the remaining 600 euros. Without
further communication and without giving reasons by WildWild, the
In my opinion, fraud....! The whole thing has been going on for 6 weeks now
after my first withdrawal request. They require the customer to provide the terms and conditions
loose adherence to their rules. Violations are punished harshly, but their own
Violation of the contract is ignored and played down. Whether intentional
or not, such behavior is ultimately fraud...
Automatic translation:
Public
Public
2 months ago
Thank you for the updates, ahammer787. I will try to contact the casino again to get their comment on your issue.
Public
Public
1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
1 month ago
Dear ahammer787, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Natalia
