Wild Robin Casino - El jugador afirma que el pago se ha retrasado.

I have outstanding withdrawals that are past the deadline and I only receive automated responses such as "we are working on it", "priority acceleration" or "very soon".

They don't provide a payment date or any real confirmation. Very negative experience.

I will update this review if I receive the money.

Tengo retiradas pendientes fuera de plazo y solo recibo respuestas automáticas como "estamos trabajando en ello", "aceleración prioritaria" o "muy pronto".

No dan fecha de pago ni confirmación real. Experiencia muy negativa.

Actualizaré esta reseña si recibo el dinero.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Hakunamatata85,

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

Update: I still haven't received the payment.

Support only responds with generic messages, they don't give a date or confirmation of processing and they refuse to escalate the case to a supervisor.

The situation remains unresolved.

Actualización: sigo sin recibir el pago.

El soporte solo responde con mensajes genéricos, no dan fecha ni confirmación de procesamiento y se niegan a escalar el caso a un supervisor.

La situación continúa sin resolverse.

Update:

I have only received one of the pending withdrawals after submitting this claim.

However, there is still one more withdrawal pending, which is also outside the timeframe indicated by the casino.

Support still hasn't provided a specific date or clear confirmation on when the remaining payment will be completed.

The situation remains unresolved and I am awaiting the processing of the pending withdrawal.

Actualización:

He recibido solo una de las retiradas pendientes tras presentar esta reclamación.

Sin embargo, aún queda otra retirada sin procesar, que también está fuera del plazo indicado por el casino.

El soporte sigue sin proporcionar una fecha concreta ni confirmación clara sobre cuándo se completará el pago restante.

La situación sigue sin resolverse completamente y quedo a la espera de que se procese la retirada pendiente.

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

Dear Hakunamatata85,

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,

Karla