Wildsino Casino - Player claims that payment has been delayed.

Dear Casino Guru,

I won 4004€ with Wildsino and they do not pay anything. They have a limit of 500€ per day and not paying anything out. When i email the Casino, everytime the reply is the same below. 2 weeks nearly now this has been going on for. Is this something you can assist with please? Withdrawal date was the 20th March 2025.

Dear Jake,

Thank you for contacting our Customer Support team. We hope this email finds you well.

We understand that waiting for your funds can be a source of concern, and we sincerely appreciate your patience during this process.

Our goal is to process withdrawal requests within approximately 3 business days, starting from the day after your request is submitted or from the day of the last processed withdrawal. Please keep in mind that this timeframe excludes Saturdays, Sundays, and public holidays.

We are committed to ensuring a smooth and efficient experience for you. Once your withdrawal has been processed, the status will be updated in your balance history. Additionally, if you choose to cancel a pending withdrawal, please note that the process will need to be restarted with a new request.

We truly appreciate your understanding and cooperation as we work diligently to manage your withdrawal request.

Thank you for your attention to this matter!

If you have additional questions, please feel free to contact us via email support@Wildsino.com or via Live Chat.

Best Regards,

Customer Support

Dear JLtheBeast,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear JLtheBeast,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

Thank you for your reply.

There has been no change. Not received any payment from the Casino or response.

Thank you JLtheBeast for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear JLtheBeast,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wildsino Casino representative to join this conversation.

Dear Wildsino Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear  JLtheBeast,

Please accept our sincere apologies for the delay.

Regarding the submitted withdrawal requests you referred to from 20 March 2025, we can confirm that one has been successfully completed. 

In addition, we ask for your patience while we do our utmost to complete the current withdrawal request as soon as possible.

Furthermore, withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence any player's account status manually. 

Your current status (Level 2) allows you to withdraw up to 500 EUR every 24 hours, up to a maximum of 3 active withdrawal requests, and 10,000 EUR monthly.

We are sorry for any inconvenience caused. 

However, it is listed in our Terms & Conditions that there is a maximum withdrawal amount depending on the level of the player's account.

If you have any further questions, please don't hesitate to contact us.

Best regards, 

Wildsino Team

Dear JLtheBeast,

We would like to also take this opportunity to formally advise you to complete the verification of your account to ensure a smooth withdrawal experience.

To initiate the verification process, we kindly request that you upload the necessary documents through our website. You will find the Verification page within your profile, which contains all relevant documentation required to finalize this process.

Should you encounter any technical difficulties while uploading the files, please do not hesitate to send the requested documents via email to our support team. We are here to provide assistance. We appreciate your understanding.

Thank you for your cooperation.

Best regards,

Wildsino team

Dear Wildsino Casino,

Could you please provide the player with the list of required documents, and an e-mail on which he can submit them, since it seems like there is a problem with submission in the account?

Thank you.

Hi,

I emailed support team documents and they replied telling me documents are not necessary so they have disregarded them.

Dear Wildsino Casino,

Could you please clarify, if there are any documents, the player needs to submit, and if so, which ones?

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.