Hello dear Casino Guru Team,

I would like to file a complaint against Wild Robin Casino.

I played there and made two withdrawal requests:

The first one was for €500 on April 17th, which was processed quickly and paid out on Easter Monday (April 21st).

The second one on April 18th was for another €500.

Since then, I've been waiting for the second €500 to be paid out – despite repeated inquiries to support. Here, too, I'm repeatedly told that my payout is "priority," but nothing happens. This seems very strange to me and makes me increasingly suspicious.

I therefore ask the Casino Guru team to also investigate this case and assist me in clarifying it.

Thank you in advance!

Hallo liebes Casino Guru Team,

ich m?chte eine Beschwerde gegen das Casino Wild Robin einreichen.

Ich habe dort gespielt und zwei Auszahlungsanfragen gestellt:

Die erste am 17.04. über 500 €, die auch zügig bearbeitet und am Ostermontag (21.04.) ausgezahlt wurde.

Die zweite am 18.04. über weitere 500 €.

Seitdem warte ich auf die Auszahlung der zweiten 500 € – trotz mehrfacher Rückfragen beim Support. Auch hier wird mir immer wieder gesagt, dass meine Auszahlung ?priorisiert" sei, aber es passiert nichts. Das kommt mir sehr merkwürdig vor und macht mich zunehmend misstrauisch.

Ich bitte das Casino Guru Team daher, diesen Fall ebenfalls zu prüfen und mich bei der Kl?rung zu unterstützen.

Vielen Dank im Voraus!

Dear Robhood,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Robhood,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Nick,

Thank you for your message. Unfortunately, nothing has happened for me yet – the payout is still pending.

The casino has repeatedly informed me that my withdrawal is "priority," but nothing happens. I honestly don't understand what "priority" means in this context, because in my opinion, the withdrawal should have been processed long ago.

I therefore ask you to continue to monitor this case and contact the casino again. Thank you for your help!

Hallo Nick,

vielen Dank für Ihre Nachricht. Leider hat sich bei mir bisher nichts getan – die Auszahlung ist immer noch offen.

Mir wurde weiterhin mehrfach vom Casino mitgeteilt, dass meine Auszahlung "priorisiert" sei, aber es passiert einfach nichts. Ich verstehe ehrlich gesagt nicht, was "Priorit?t" in diesem Zusammenhang bedeuten soll, denn aus meiner Sicht h?tte die Auszahlung dann l?ngst erfolgen müssen.

Ich bitte Sie daher, den Fall weiterhin im Blick zu behalten und das Casino erneut zu kontaktieren. Vielen Dank für Ihre Hilfe!

Thank you Robhood for all the information provided. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Robhood,

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.

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,

Jana

We’ve reopened this complaint at the request of Wild Robin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, the casino paid out after a long back and forth

Hallo das Casino hat nach langen hin und her ausgezahlt

Dear Robhood,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

www.kpvfaw.com