ShinyWilds Casino - Se ha retrasado el pago de las ganancias del jugador.

The casino is sending me strange messages. First, they said they were certified—then they asked me to certify myself. A few days later, they suddenly wanted screenshots proving I was certified.

I already made a withdrawal there about two months ago, so everything should be fine. Yet I keep getting the same standard answers, but different people ask me for different things. One person confirms that everything is fine, and then another suddenly wants my ID card again, even though I've been certified for a long time.

Das Casino schreibt mir komische Sachen. Erst hieß es, es sei zertifiziert – dann sollte ich mich selbst zertifizieren. Ein paar Tage später wollten sie plötzlich Screenshots haben, die beweisen, dass ich zertifiziert bin.

Dabei habe ich vor etwa zwei Monaten dort schon einmal ausgezahlt, also müsste eigentlich alles in Ordnung sein. Trotzdem bekomme ich immer wieder dieselben Standard-Antworten, aber von unterschiedlichen Personen werden mir verschiedene Dinge abverlangt. Die eine Person bestätigt mir, dass alles passt, und die andere will dann auf einmal doch wieder meinen Personalausweis, obwohl ich längst zertifiziert bin.

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The problem isn't that it hasn't been processed, but rather that it apparently doesn't work every time, and I'm supposed to use a different payment method. Unfortunately, I don't have more than three cards with three IBANs. Regards

Das Problem besteht nicht drine das es nicht bearbeitet ist sondern das es jedes Mal nicht funktioniert angeblich und ich eine andere zahlunsmethode verwenden soll . Aber leider besitze ich nicht mehr als 3 Karten mit 3 ibans . Lg

Dear player,

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.

Unfortunately, I just can't get any further. Support just keeps repeating that it will take 48 hours – always the same excuses. I've now written over 40 emails, but I only get standard replies each time. The real problem isn't really addressed; on the contrary: everyone claims something different. I've now verified all my accounts, submitted all my documents, and have been KYC-certified since the beginning. I really don't know what to do anymore."

Leider komme ich einfach nicht weiter. Der Support wiederholt ständig nur, dass es 48 Stunden dauern würde – immer die gleichen Ausreden. Mittlerweile habe ich über 40 E-Mails geschrieben, bekomme aber jedes Mal nur Standardantworten. Das eigentliche Problem wird nicht wirklich angegangen, im Gegenteil: Jeder behauptet etwas anderes. Ich habe inzwischen alle Konten verifiziert, sämtliche Unterlagen eingereicht und bin seit Anfang an KYC-zertifiziert. Ich weiß wirklich nicht mehr, was ich tun soll."

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted the casino to confirm if they need any additional verification or documents from you?

Did you accumulate your winnings with or without an active bonus?

Could you please also send a screenshot showing the date and current status of your withdrawal?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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 very much in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika