Wild Robin Casino - El retiro del jugador se retrasa debido a la revisión de la cuenta.

This casino put my account under review over two weeks ago, and I haven't received any updates regarding my withdrawal. I saw that yesterday they requested my bank details for a withdrawal, but there's a problem: I didn't deposit via bank transfer; I deposited using crypto, so I want to withdraw using crypto. I'm filing this complaint because they're taking far too long.

Este casino ha puesto mi cuenta en revisión hace más de 2 semanas y no recibo contestaciones a menudo sobre el retiro de los fondos de mi cuenta. He visto que ayer me pidieron mis datos bancarios para retirar el dinero, pero hay un problema, yo no he ingresado via transferencia bancaria, ingresé mediante crypto, por lo que quiero retirar mediante crypto. Abro la queja ya que están tardando demasiado

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Have you contacted customer support regarding their request for your banking information?
• Have you submitted any identity documents to this casino for verification?
• When was the last time the casino communicated with you about the investigation of your account?

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

What kind of games did you play to accumulate the winnings you've been trying to withdraw?

Both casino and betting

Have you contacted customer service regarding your request for banking information?

They asked me for bank details to withdraw, but I deposited using crypto, and I want to withdraw via crypto, not bank transfer.

Have you sent any identity documents to this casino for verification?

I haven't been asked to KYC

When was the last time the casino contacted you regarding the investigation of your account?

March 5th

¿A qué tipo de juegos jugaste para acumular las ganancias que has estado intentando retirar?

Ambos, casino y apuestas

¿Se ha puesto en contacto con el servicio de atención al cliente en relación con su solicitud de información bancaria?

Me han pedido datos bancarios para retirar, pero es que yo ingresé mediante crypto, y quiero retirar por crypto, no transferencia bancaria

¿Ha enviado algún documento de identidad a este casino para su verificación?

No me han requerido kyc

¿Cuándo fue la última vez que el casino se comunicó con usted acerca de la investigación de su cuenta?

El 5 de marzo

Please forward me the communication between you and the casino customer support regarding the request for your banking information at veronika.f@casino.guru, along with all the other conversations that could be relevant to the investigation of your case as well. Thank you for your cooperation.

I asked them to withdraw via crypto that day and nothing has happened since.

Les pedí ese día retirar por crypto y desde entonces nada

Dear anis1q2341234

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear anis1q2341234,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wild Robin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Dear anis1q2341234,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your request as expediently as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Wild Robin Casino team.

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.

Dear anis1q2341234,

We sincerely apologize for the delay in our responses.

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols.

We are making every effort to resolve this matter as expediently as possible. 

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Wild Robin Casino team.

Good heavens, by the way, I send more than 30 emails a day that you don't answer.

Madre mía, por cierto, envío más de 30 correos por día que no respondéis

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.

Dear anis1q2341234,

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Please be advised that we require you to attach the necessary documents to complete the verification of your account, enabling us to proceed with your request accordingly. 

The following documents is required to proceed further with your verification 

Your official government ID (both the side front and back) + Selfie holding your ID, against our site (our website to be seen in your selfie) (The selfie can be taken with any device. We only want a clear selfie as per the requirement)

It should look like this - https://prnt.sc/i0vu4rbTuJ0r

Please attach the requested documents as a reply to the same email we sent you recently. 

We look forward to receiving these details at your earliest convenience.

Kind regards, 

Wild Robin Casino team.

Dear anis1q2341234,

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.

Sorry, I'll send it soon. I've had trouble with my ID card; I lost it. I've made an appointment to get a new one, but the appointment is in a month. Can I take the selfie with, for example, my driver's license?

Perdonad lo envío próximamente, es que he tenido problemas con el dni que lo perdí. He pedido cita para que me de un nuevo documento de identidad, pero la cita es dentro de un mes. Puedo hacer el selfie con por ejemplo, mi carnet de conducir?

Dear anis1q2341234,

I hope this message finds you well. I would like to clarify that a driving license is indeed a government-issued form of identification. Kindly refer to the details mentioned in the previous message regarding the process for uploading the necessary documents, so the casino can proceed with this matter. I would appreciate it if you could inform me once this has been completed. Thank you for your continued support.

If so, can I send it?

Si por eso, lo puedo enviar?

Dear anis1q2341234,

I kindly request that you attach your driving license as per the casino's requirements and send it to the email address provided by the casino in their recent communication. I would appreciate it if you could inform me once you have completed this action. Thank you for your continued support and cooperation.

Dear anis1q2341234,

We are writing to follow up on the information previously provided by Jana regarding your inquiry.

We would like to confirm that a valid driving license is an acceptable form of identification for the verification process.

A reminder related to the following documents is required to proceed further with your verification 

• The photograph of your official government ID both the side front and back. (e.g. Driver's license). All 4 corners of the document must be visible, and the document should not be a scanned or a screenshot. 

• Selfie holding your ID, against our site (our website to be seen in your selfie) (The selfie can be taken with any device. We only want a clear selfie as per the requirement)

Please attach the requested documents as a reply to the same email we had sent you on May 3, 2026. 

We look forward to receiving these details at your earliest convenience.

Kind regards, 

Wild Robin Casino team.

I've sent them

Los he enviado

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.

No response?

No hay respuesta? .......

Dear Wild Robin Casino,

I hope this message finds you well. I kindly request an update regarding the player’s issue. Is there any progress in its resolution? Thank you for your assistance.

I sent them the documents again since they asked for them again, but nothing, I'm still waiting.

Les volví a enviar los documentos nuevamente ya que me los volvieron a pedir, pero nada sigo esperando

This is the reply I received; it seems they can't send messages here.

Me han respondido esto, parece que no pueden enviar los mensajes aquí

Dear anis1q2341234,

I hope this message finds you well. I wanted to inform you that I am currently communicating with the casino via email in regards to your situation. I kindly ask for your patience as we work toward a satisfactory resolution. Rest assured, I will keep you updated as soon as I have any new information regarding your case. Thank you for your continued support and understanding.

Dear anis1q2341234,

I hope this message finds you well. I would like to inform you that your withdrawal has been processed from the casino's end. Could you please confirm if you have received the payment? Your ongoing support and assistance are greatly appreciated. Thank you.

Dear anis1q2341234,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru