The player from Germany faces issues withdrawing €43.50 from ShinyWild Casino due to identity verification problems. Despite multiple attempts to verify through their system and assistance via email, his documents were not accepted, leading to the cancellation of his payout.
ShinyWilds Casino - Player's withdrawal has been delayed.
ShinyWilds Casino
Safety Index:Below averageSafety Index
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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
Opened
Current status
Waiting for casino to reply
4d 20h 6m 21s
Case summary
2 days ago
Public
Novice
Public
2 weeks ago
Translation
Hello Casino Guru,
I made a withdrawal of €43.50 on June 10th. At first, nothing happened, so I contacted the casino. They told me I had to verify my identity first, which I tried several times (at least 20-25 times over that period). But it just didn't work with the "Sumsub.com" system. I tried everything: clearing the cache and cookies, using multiple browsers, etc. I repeatedly informed ShinyWild Casino of this and also sent them all my documents via email.
They told me several times that they do not accept documents via email and that I have to upload them to their website.
They simply ignore the fact that their system is defective. I think they just don't want to pay out.
Maybe you can help me.
The payout was canceled this morning with the reason that I had to verify myself first.
I don't know what to do.
Help
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear CGN1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you tried completing the verification using a different device?
- Could you please explain which documents you submitted during the verification process? Did you encounter the error only after you submitted documents?
- Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
Public
Novice
Public
2 weeks ago
Translation
Hello,
The verification problems started on the first day and are still ongoing. I tried it on two computers and one phone.
Everything didn't work out.
After the problems and when the payment did not arrive, I contacted the contact.
I will send you the email if I still have it.
I sent by email:
Passport, proof of address, deposit slip, bank statement (3 months)
Thank you
Automatic translation:
Public
Novice
Public
1 week ago
Translation
Hello Casino Guru,
I just received another email from ShinyWilds stating that I needed to verify my account. It included a verification link.
When I tried to upload or take the first photo of my ID card, the following message immediately appeared:
This happened quite often, of course. I immediately wrote to the casino and said I wanted my money by July 1, 2025.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Thank you very much, CGN1990, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]), 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.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear CGN1990,
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 ShinyWilds 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.
Public
Casino Analyst & Complaint Specialist
Public
2 days ago
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.
ShinyWilds Casino has 4d 20h 6m 21s to reply
