Wild Robin Casino - El retiro del jugador se retrasa debido a repetidos problemas de documentación.

Since the beginning of March, I have been trying to complete the identification of my Wild Robin account in order to proceed with the withdrawal of €500, however, despite my repeated attempts and full compliance with their instructions, the document with the transaction history is constantly rejected. The file I submitted is in authentic PDF format, as exported directly from my bank's e-banking, without any processing. In communication with them via e-mail, they told me exactly the range of dates where it should appear in the bank's transaction history. Despite this, the company insists on rejecting it, without providing clear explanations, which raises serious suspicions of fraudulent or misleading practices.

Thank you!

Από τις αρχές Μαρτίου προσπαθώ να ολοκληρώσω την ταυτοποίηση του λογαριασμού μου στη Wild Robin ώστε να προχωρήσει η ανάληψη ποσού 500€, όμως, παρά τις επανειλημμένες προσπάθειές μου και την πλήρη συμμόρφωση με τις οδηγίες τους, το έγγραφο με το ιστορικό συναλλαγών απορρίπτεται διαρκώς. Το αρχείο που υπέβαλα είναι σε αυθεντική μορφή PDF, όπως εξάγεται απευθείας από το e-banking της τράπεζάς μου, χωρίς καμία επεξεργασία. Σε επικοινωνία που είχα μαζί τους απο e-mail, μου είπαν ακριβώς το εύρος ημερομηνιών όπου πρέπει να φαίνεται στο ιστορικό των συναλλαγών απο την τράπεζα. Παρά ταύτα, η εταιρία επιμένει να το απορρίπτει, χωρίς να παρέχει σαφείς εξηγήσεις, γεγονός που εγείρει σοβαρές υποψίες για δόλια ή παραπλανητική πρακτική.

ευχαρισ΄τώ !

Dear stkaratzas21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal of your funds. To better understand and address your situation, I would appreciate it if you could provide some additional details:

• What specific error or reason did the casino provide for the rejection of your transaction history document?
• Does your transaction history contain all the personal information necessary for successful verification?
• Please forward me the document you sent to the casino at veronika.f@casino.guru. Include all the communication between you and the casino customer support that could be relevant to the investigation of your case as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Good evening,

I am attaching a photo of the last response I received from them. It is no different from the previous ones, this is what they tell me every time. They do not mention what error there is in the document.

You will also see a photo of the bank card transaction history document. I have sent it to the e-mail address you indicated. For security reasons, I have hidden the number. The document was sent to the company without the slightest editing and in PDF format.

Καλησπέρα,

επισυνάπτω μια φωτογραφία με την τελευταία απάντηση που πήρα απο αυτούς. Δεν διαφέρει σε κάτι απο τις προηγούμενες, κάθε φορά αυτό μου λένε. Δεν αναφέρουν τι σφάλμα υπάρχει στο έγγραφο.

επίσης θα δείτε και και μια φωτό απο το έγγραφο του ιστορικού συναλλαγών της τραπεζικής κάρτας. Την έχω στείλει στο e-mail που μου υποδείξατε. για λόγους ασφαλείας έχω αποκρύψει τον αριθμό. στην εταιρία το έγγραφο στάλθηκε χωρίς την παραμικρή επεξεργασία και σε μορ΄φή PDF.

Thank you for your email.

The PDF document you sent does not contain your personal information (such as your name and address) that would confirm you are the legitimate owner of the bank account.

Could you please check if you have a different bank statement that includes these details?

I recommend contacting your bank’s customer support and requesting a more detailed document that contains all the necessary information required for verification at the casino.

The bank still hasn't answered me. I have requested the document so that it has all the necessary data. However, I doubt if I will get a positive answer.

η τράπεζα ακόμα δεν μου έχει απαντήσει. Εχω ζητήσει το έγγραφο ώστε να έχει όλα τα απαραίτητα δεδομένα. Ωστόσο αμφιβάλω αν θα πάρω θετική απάντηση.

Please forward me the communication between you and the bank to veronika.f@casino.guru.

Could you also specify how you contacted the bank? Did you send an email, or did you visit your local branch in person?

Good evening,

I contacted them by e-mail, asking them to include my name and address in the PDF document.

I'm still waiting for an answer...

but I really wonder why the scam company would ask for these documents. When I made a deposit, they took them without asking anything.

Καλησπέρα,

επικοινώνησα με e-mail, ζητώντας τους να αναγράφεται στο PDF έγγραφο ή διεύθυνση και το ονοματεπώνυμο μου.

ακομα περιμένω απάντηση…

αλλά πραγματικά έχω απορία για ποιο λόγο να ζητάει αυτά τα έγγραφα η εταιρία απατεώνας. Όταν έκανα κατάθεση, τα έπαιρνε χωρίς να ρωτήσει τίποτα.

And what happens now that the bank cannot provide me with the document with additional information such as name and address?

Και τί γίνεται τώρα που η τράπεζα δεν μπορεί να μου παρέχει το έγγραφο με τις επιπλέον πληροφορίες όπως το όνομα και η διε΄υθησνη ?

When the countdown ends, will the ticket be closed? I'm asking because I haven't received an answer yet.

όταν λήξει η αντίστροφη μέτρηση, θα κλείσει και το ticket ? ρωτάω γιατί δεν έχω πάρει απάντηση ακομα.

Please forward me the emails you exchanged with your bank to veronika.f@casino.guru.

If you are unable to provide the requested document to the casino, your verification process will fail, and you won’t be able to withdraw your winnings. Please understand that it's essential for the casino to confirm that you are the rightful owner of the payment method used for making deposits.

Thank you for your cooperation.

The bank informed me that there is only one document that it can issue, at a cost of course 7 €. This only includes the name and surname of the account holder, and the account number. It does NOT mention the card number anywhere. The casino-scammer asks me for the bank card number and not the bank account number, where they are two different numbers.

Η τράπεζα με ενημέρωσε ότι υπάρχει μόνο ένα έγγραφο που μπορεί να εκδόσει, με κόστος φυσικά 7 € . Αυτό περιλαμβάνει μόνο ονοματεπώνυνο δικαιούχου του λογαριασμό, και τον αριθμό του λογαριασμού. ΔΕΝ αναφέρει κάπου τον αριθμό της κάρτας. Το καζίνο-απατεώνας, ζητάει απο εμένα τον αριθμό την τραπεζικής κάρτας και όχι τον λογαριασμό της τράπεζας, όπου είναι δυο διαφορετικοί αριθμοί.

Thank you for your reply and for forwarding the email you received from your bank.

It appears that the bank has provided you with clear instructions on how to extract a bank statement via your internet banking, along with a sample document attached. In the sample, the name of the account holder is clearly visible. However, the file you previously submitted to the casino does not include your name.

Could you please double-check whether you extracted your bank statement correctly?

If you're unable to generate a statement showing the debit card number, could you at least provide a statement that includes your name and IBAN? Alternatively, you might consider sending the casino a screenshot or a short video from your online banking that clearly shows your name, account details, and the linked card used for the deposit. This could help confirm that the account and the card belong to you.

I have made another attempt to send the new document, the one I paid for. With this, conventional methods have been exhausted. There are truly no words and no characterizations.

Έχω κάνει μια ακόμα προσπάθεια να στεί΄λω το νέο έγγραφο, αυτό για το οποίο πλήρωσα. Με αυτό, έχουν εξαντληθεί οι συμβατικές μέθοδοι. Πραγματικά δεν υπάρχουν λόγια και χαρακτηρισμοί.

Has this document been checked by the casino's relevant department yet? When exactly did you submit it to the casino?

Please forward me this document at veronika.f@casino.guru. Thank you for your cooperation.

Dear stkaratzas21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.