The player from Switzerland requested a withdrawal of €3,500 but experienced delays despite having a fully verified account and not using a bonus. After being informed that the initial withdrawal method was not possible, he provided an alternative method but continued to receive vague responses from customer service, leading to frustration over the prolonged process. The Complaints Team attempted to facilitate communication with the casino, but due to a lack of response from the casino, the complaint was closed as 'unresolved', which negatively impacted the casino's rating.
Wild Wild Casino - Player's withdrawal is delayed.
Black points: 1,230
Amount: €3,500
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
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2 months ago
Translation
Hello, dear Casino Guru Team,
On January 27, 2025, at approximately 11:24 PM, I requested a withdrawal of 3,500 euros. Before making the request, I fully verified my player account with my driver's license, proof of address, and my payment details. I also played without a bonus, as I have had bad experiences with bonuses in the past.
Now, I feel that the casino is unnecessarily delaying my withdrawal. Until last Friday, the balance was still visible in my player account and marked as "pending." Afterwards, I received an email from customer support informing me that the withdrawal could not be processed via my preferred method (debit card) and that I should provide an alternative withdrawal method. I then sent the casino my IBAN and the required bank details.
Since then, I keep being put off by customer service. When I inquire about it, I simply receive the response to wait. I was also informed that my balance would be paid out in five installments of 700 euros over five weeks.
Since I did not claim a bonus and my profile is fully verified, I do not understand why my withdrawal is being delayed for so long.
Could you please help me?
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2 months ago
Dear Lucky90,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Were you able to request a new withdrawal? Are you able to check the status of your current payout attempt?
- Could you please share with me your communication with the casino when trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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2 months ago
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Hello Tomas,
I have forwarded the necessary documents to you by email. I can log in, I am verified and the amount of 3500 euros is no longer visible. The amount is now included in the outstanding payments.
As already mentioned, I played without a bonus and was informed that the amount would be paid out in 5 installments per week.
Thanks for your support
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1 month ago
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Hello Tomas,
Quick update. The outstanding amount is no longer there. It has been removed. Support always writes the same texts. It's all going in circles.
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1 month ago
Have you been informed your withdrawal has been canceled?
Could you please share the communication where the casino informed you about the payment schedule or your payout?
Share it here or send it to my email at tomas@casino.guru
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1 month ago
Dear Lucky90,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
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Hello Tomas,
The casino informed me today, February 13th, 2025, that I should receive my second payout today or tomorrow, February 14th, 2025 at the latest. I'll wait and get back to you.
Now another problem. The casino has banned me from the chat. I no longer have access to the chat and can no longer make any requests. My emails are not being answered either. I don't understand why this was done to me. I was always polite and nice.
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1 month ago
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Hello Tomas,
The casino is no longer responding. I don't get a reply to my emails and when I try to enter the chat I get banned. The second payout should have come by February 14, 2025 at the latest. That's what the casino told me. But nothing was transferred.
The strange thing is that if I open the chat via a VPN connection, the chat opens. But as soon as I give them my email and name, I get banned again.
There is nothing I can do. My hands are tied. The casino is also not licensed where it claims to be. I contacted the Antilephone licensing authority. They said they have nothing to do with the casino. The casino claims to be based in Switzerland. But that is not true. The address does not exist.
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1 month ago
Thank you very much, Lucky90, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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.
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1 month ago
Hello Lucky90,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Firstly, I will try to get in touch with the casino outside of this complaint thread, as we do not have an established contact for the casino. I will keep you updated on any future developments and would kindly like to ask you to do the same.
Best wishes
Martin
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1 month ago
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Hello Martin,
Thank you for your support with my problem with the casino. I really hope that something can be done about this. The casino doesn't respond in any way. Not via chat and not via email. Everything about this casino is fake. The license, the address. Simply everything.
Thanks again
Greetings
Lucky90
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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.
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1 month ago
Dear Lucky90,
I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.
Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
