ShinyWilds Casino - El retiro del jugador se retrasa.

Dear Sir or Madam,

On November 1, 2023, I requested a withdrawal of 400 euros. According to your terms and conditions, the processing time for withdrawals is a maximum of 48 hours. However, to date, I have neither received the withdrawal nor any response from your customer service.

Several attempts to contact you via live chat and email have gone unanswered. Therefore, I kindly ask you to process my withdrawal request as soon as possible and transfer the winnings of 400 euros to me immediately.

Kind regards,

Schmidt

Sehr geehrte Damen und Herren,

ich habe am 01.11.2023 einen Gewinn von 400 Euro zur Auszahlung beantragt. Laut Ihren AGBs beträgt die Bearbeitungszeit für Auszahlungen maximal 48 Stunden. Bis heute habe ich jedoch weder eine Auszahlung erhalten noch eine Rückmeldung von Ihrem Kundenservice erhalten.

Mehrere Versuche, Sie über den Live-Chat und per E-Mail zu kontaktieren, blieben bislang unbeantwortet. Daher möchte ich Sie bitten, meinen Auszahlungsantrag schnellstmöglich zu bearbeiten und mir den Gewinnbetrag von 400 Euro umgehend zu überweisen.

Mit freundlichen Grüßen,

Schmidt

Dear Mickstar,

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, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

I verified etc.

I'll wait and get back to you if necessary. Thanks!

Ich verifiziert etc.

dann warte ich noch und melde mich bei Bedarf. Danke !

Gerade erreichte mich diese Mail und sie schliessten mein Konto ohne Grund und behalten meine Gewinne ein ??? Das ist der größte Betrug da nichts davon stimmt! Ich mochte Beweise.

Dear Mick,

We hope this email finds you well. We wanted to reach out to you regarding your recent withdrawal(s) from our casino and your player account.

Unfortunately, we had to cancel your withdrawal(s) and close your account due to a breach of the following Terms and Conditions:

15.2 Our Account closure. We may close or suspend your account at any time at our sole discretion. Below are some examples of circumstances where we may decide to suspend or terminate your account and/or, in certain circumstances, withhold payments of your winnings:

a) Fraudulent or illegal use is suspected;

b) Unfair usage or cheating is observed;

c) Legal requirements are not met;

d) Breach of Terms and Conditions occurs or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend or to terminate your Account, and not to issue refunds of any deposits, remittance of balances or winnings generated on the account;

e) Compulsive gambling is suspected or we consider that you continued use of our services is detrimental to your health and well-being;

f) If the name appearing on the player’s account does not match the name appearing on the payment or withdrawal method used;

g) If the information provided at registration are misleading or incorrect.

h) You have authorized or permitted (intentionally or unintentionally) someone else to access or play on your account;

i) You have not played individually for your own personal entertainment (i.e. you have played in a professional capacity, with the intention of exploiting our bonuses or in concert with one or more other players in as part of a club, group, etc.);

j) If you have requested a refund of any of the deposits made with your credit card or any other available payment method associated with your account or if you have threatened to do so;

k) If you are found guilty of collusion, cheating, criminal activity such as money laundering or fraudulent activity;

l) If it is established that you have employed or used a system (including the elements hereafter cited but not limited to machines, computers, software, algorithms or other automated "bot" systems) designed specifically to defeat ShinyWilds, increase its chances of winning or that you have adopted habits and/or irregular betting or betting strategies. Thus, any use of automated programs or devices but also any game manipulation such as the use of the practice of Martingale, the Paroli Betting System or the Bonus Hunt (non-exhaustive list) are not authorized;

m) If you have problems with creditors or your use of the website otherwise is detrimental to our business;

n) If you have used the site, or your account in a malicious manner;

o) If we learn that you have played at another online casino in any of the above circumstances.

We take the integrity of our games and services very seriously, and we have rules and regulations in place to ensure a fair and safe gaming environment for everyone. 

I request that this case be accepted. I deposited 100 euros and played normally. Then I won 400 euros and withdrew this 2 weeks ago. Then I received an email from this casino saying that I had violated money laundering laws? How can that be? I uploaded my bank statements etc. and everything is correct. I request that this case be clarified. For me this is more than fraud and the casino is refusing to pay me the money. They keep cancelling the payout and demanding more documents, all of which I have provided. So how can this be possible? Really big fraudsters.

Ich bitte um Annahme dieses Falles. Ich habe 100 Euro eingezahlt und normal gespielt. Dann habe ich 400 Euro gewonnen und diese vor 2. Wochen ausgezahlt. Dann kam die Mail von diesem Casino, dass ich gegen Geldwäsche rechtlichen verstoßen habe? Wie kann das denn sein? Ich habe meine Kontoauszüge etc. hochgeladen und alles hat seine Richtigkeit. Ich bitte um Aufklärung dieses Falles. Für mich ish das mehr als Betrug und das Casino weigert sich mir das Geld auszuzahlen. Sie storniert immer wieder die Auszahlung und forderten mehr Dokumente ein, die ich alle geliefert habe. Wie kann das also bitte alles sein? Ganz große Betrüger.

Thanks for the update. We'll contact the casino and ask them for an explanation, but before we do, could you please answer these few questions first?

• Was this your first withdrawal from the casino?
• Have you accumulated your funds with the help of a bonus?

Good day,

yes this was my first withdrawal in this casino.

No, I didn't play with a bonus.

Guten Tag,

ja dies war meine erste Auszahlung in diesem Casino.

Nein, ich habe nicht mit Bonus gespielt.

Thank you very much, Mickstar, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you!

Vielen Dank!

Dear Mickstar,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the ShinyWilds Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear ShinyWilds Casino,

Could you please provide a detailed explanation regarding this case? Specifically, I would appreciate clarification on the reasons for the cancellation of the player's withdrawal request and the closure of his account.

Thank you in advance for your response!

Best Regards,

Kubo

I thank you

Ich danke dir