The player from Germany had requested a payout on June 8th and had continued to face delays, being told each time that it would be processed soon. After providing the necessary verification for his credit card the day before, he had not received any further updates, and communication with support had been unhelpful. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to follow-up inquiries.
ShinyWilds Casino - Player’s payout is delayed and not processed.
Amount: €800
ShinyWilds Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
ShinyWilds Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
On June 8th I requested a payout, have asked several times since then, each time I was told it would be processed soon and that the responsible team was currently very busy, so please be patient.
Yesterday, June 11th, I received an email for the first time, stating that my credit card needed to be verified. I did this immediately, but now I've received no response and no information about the payout. It's been well over 100 hours since I requested a payout, but according to the terms and conditions, requests are processed within 48 hours.
This seems like a pure delaying tactic to prevent me from paying out my money. Live chat only sends standard replies and no helpful information; emails aren't even answered. I feel like my money is gone and there's nothing I can do about it. Questions about KYC aren't being answered, neither by the KYC team nor by customer support.
Automatic translation:
Public
Complaint Specialist
Public
3 weeks ago
Dear Sambo85,
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,
Veronika
Public
Public
3 weeks ago
Translation
Hi,
Thanks for the feedback. I would like to point out that the withdrawal hasn't even been processed yet. While I understand bank processing times, I don't understand why, according to the casino's terms and conditions, withdrawals should be processed within 48 hours at the most, and only after four days did I receive an automated email asking me to verify my credit card first. This should have been communicated in advance, and one of the countless support employees could have pointed it out to me so that I could submit this document immediately. However, this was not done.
I will be patient a little longer and get back to you if the situation does not change in the next few working days.
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Thank you for your response. Have you received any updates regarding the verification of your account or the withdrawal request in the meantime?
Public
Complaint Specialist
Public
1 week ago
Dear Sambo85,
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.
