Wild Wild Casino - El retiro del jugador se retrasa.

On December 29, 2024, I made a deposit of 30 euros with a 300% bonus. I played and successfully met the bonus requirements. However, since there was a max withdrawal limit of 10x the bonus, 90 x 10 = 900, the casino correctly reduced my winnings, which were well over 900 euros, to the limit of 900 euros.

After several attempts to make a withdrawal request, all of which were cancelled, I managed to submit a request on January 4, 2025. However, it has not been processed yet. When I repeatedly inquired via live chat, I always received the response that my request is being processed. (The terms and conditions state a processing time of 60 minutes to 24 hours for payment requests.) Oddly, these 900 euros are still shown in my player account and, as usual, cannot be seen elsewhere. I have verified my identity properly and adhered to all the casino's rules, and now I am at a loss as to what to do next.

I kindly ask for your assistance in this matter...

Ich habe am 29.12.2024 eine Einzahlung von 30 euro mit einem Bonus von 300 % gemacht, gespielt und den Bonus erfolgreich umgesetzt. Da aber ein max. Auszahlungslimit von 10 x Bonus, 90 x 10 = 900 vorlag, hat das Casino meinen Gewinn der weit über den 900 euro lag korrekt auf diese 900 euro gekürzt.

Nach einigen Versuchen eine Auszahlungsanfrage zu stellen die alle samt storniert wurden ist es mir gelungen eine Anfrage am 04.01.2025 zu stellen, die aber bis jetzt nicht bearbeitet wurde und auf mehrfachen Nachfragen im live Chat immer mit der Antwort das diese Anfrage in Bearbeitung sei.(60 min-24 Stunden Bearbeitungszeit für Zahlungsanfragen laut AGB) Merkwürdig ist allerdings auch das diese 900 euro noch immer auf meinem Spielerkonto stehen und wie üblich nicht mehr zu sehen sind. Ich habe mich Ordnungsgemäß verifiziert und an alle Regeln des Casinos gehalten und weis nicht mehr weiter.

Ich bitte euch diesbezüglich um Hilfe...

Dear ahammer787,

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 or if your withdrawal gets canceled again, let us know immediately and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

OK, then I will continue to be patient and hope that the matter will resolve itself soon. If not, then I will contact you again.

Until then, thank you very much for your efforts. Kind regards....

okay dann werde ich mich weiter in Geduld üben und hoffen das sich die Angelegenheit zeitnah von selbst regelt. Wenn nicht dann werde ich nochmals auf Sie zukommen.

Bis dahin erstmal vielen Dank für ihre Mühen. MFG....

Hello. I communicated with the casino's live chat again today and received the same answer that my withdrawal request is still being processed and that the casino apologizes for the long wait... . Kind regards

hallo. ich habe heute nochmal mit dem Live Chat des Casinos kommuniziert mit der unveränderten Antwort, das mein Auszahlungsantrag noch immer in Bearbeitung ist und das sich das Casino für die lange Wartezeit entschuldigt... . mfg

Thank you for your responses.

Could you please specify if you made any successful withdrawals from this casino before?

Which documents did you send to the casino for the KYC verification?

Please forward me the screenshots or emails of your communication with customer support at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Hello. I haven't received any payouts from this casino yet.

Hallo. ich habe noch keine Auszahlungen von diesem Casino erhalten.

Thank you very much, ahammer787, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear ahammer787,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Wild Wild Casino, I invite you to be part of this discussion and help address the player's complaint. Could you provide additional details about the case? Specifically, please clarify the current status of the player's withdrawal request and when they might expect it to be processed by you.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello. I would like to inform you about the new development of the payout. The casino has

an email to me. The email states that my account is now fully verified

and my withdrawal request has been successfully confirmed. It also says that for the purpose of some payment

terms and conditions the payment is made in 3 equal parts. In 3 consecutive weeks

300 euros each. I have already received the first payment. I am now confident that the

2 remaining parts must also be transferred.

I would therefore like to thank you for your open ear and for contacting

the casino.

I will contact you when I have received everything and also if there are further problems

which I don't think should be given. MFG A. Hämmerling

Hallo. Ich möchte euch zu der neuen Entwicklung der Auszahlung informieren. Das Casino hat sich mit

einer E-Mail bei mir gemeldet. In der Mail heißt es das mein Konto jetzt vollständig verifiziert ist

und mein Auszahlungsantrag erfolreich bestätigt ist. Weiter heißt es das zwecks einiger Zahlungs-

bestimmungen die Auszahlung in 3 gleichen Teilen getätigt wird. In 3 aufeinander folgenden Wochen

jeweils 300 Euro. Die erste Auszahlung habe ich bereits erhalten. Ich bin jetzt zuversichtlich das die

2 restlichen Teile auch noch überwiesen werden.

Ich möchte mich daher bei euch bedanken für euer offenes Ohr und für die Kontaktaufnahme mit

dem Casino.

Ich werde mich melden wenn ich alles bekommen habe und auch wenn es weitere Probleme

wovon ich nicht ausgehe geben sollte. MFG A. Hämmerling

Dear ahammer787, I'm glad to hear about these positive updates from you. Hopefully, there will be no issues in processing the rest of the payments.

I will keep this complaint open until you confirm your withdrawal has been successful in full. Please keep me informed about any further developments.

Hello Natalia. I have been waiting for the second payment (300 euros) this week.

Unfortunately, it was unsuccessful. The casino no longer even lets me use the live chat.

Hallo Natalia. Ich habe jetzt diese Woche auf die zweite Zahlung (300 euro) gewartet.

Leider erfolglos. Das Casino lässt mich jetzt nicht mal mehr den Live Chat besuchen.

Hello Natalia

I sent the following email to WildWildCasino.

Hallo Natalia

Ich habe folgende Mail an das WildWildCasino gesendet.

Hello Natalia

I have now managed to ensure that WildWildCasino is not

wants to communicate with me anymore. My live chat access has been completely blocked

and there is no response from the e-mail support about the casino

self-established payout plan. For 2 weeks there has been absolute

Radio silence. I got 300 euros out of 900 euros and I will feel

They cannot help but admit that they do not want to pay the remaining 600 euros. Without

further communication and without giving reasons by WildWild, the

In my opinion, fraud....! The whole thing has been going on for 6 weeks now

after my first withdrawal request. They require the customer to provide the terms and conditions

loose adherence to their rules. Violations are punished harshly, but their own

Violation of the contract is ignored and played down. Whether intentional

or not, such behavior is ultimately fraud...

Hallo Natalia

Ich habe es nun mittlerweile geschafft, das das WildWildCasino überhaupt nicht

mehr mit mir kommunizieren will. Mein Live Chat Zugang wurde komplett gesperrt

und über den E- Mail Support kommt auch keine Antwort über den vom Casino

selbst aufgestellten Auszahlungsplan mehr. Seit 2 Wochen herrscht absolute

Funkstille. Ich habe 300 Euro von 900 Euro bekommen und ich werde das Gefühl

nicht los, das sie die restlichen 600 Euro auch nicht mehr zahlen wollen. Ohne

weitere Kommunikation und ohne Angaben von Gründen seitens WildWild ist das

in meinen Augen Betrug....! Die ganze Nummer zieht sich jetzt über 6 Wochen

nach meiner 1. Auszahlungsanfrage hin. Vom Kunden verlangen sie die Bedingungs-

lose Einhaltung ihrer Regeln. Verstösse werden knallhart bestraft, aber die eigene

Missachtung des Vertrages wird ignoriert und herruntergespielt. Ob mit Vorsatz

oder nicht, solch ein Verhalten ist letztendlich Betrug...

Thank you for the updates, ahammer787. I will try to contact the casino again to get their comment on your issue.

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 ahammer787, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia