ShinyWilds Casino - Hráč tvrdí, že platba byla zpožděna.

Hello,

I played at ShinywildsCasino and have made several attempts to make a withdrawal. The first time, the withdrawal was canceled due to a KYC inquiry, which I could accept. The next withdrawal attempt was on 18.10.2024, and on 21.10.2024, the withdrawal was canceled again. The reason given was that I have to use the same method for withdrawal that I used for deposit. However, the casino only accepts crypto and bank transfer for withdrawals, while for deposits, they also accept Visa. I deposited with Visa, but I cannot choose it for withdrawal. I am asking for your help.

Hallo,

ich habe bei ShinywildsCasino gespielt, ich habe nun mehrere Versuche getätigt eine Auszahlung zu machen. Das erste mal wurde die Auszahlung aufgrund einer KYC Nachfrage abgebrochen, das konnte ich noch akzeptieren. Nächster Versuch einer Auszahlung war am 18.10.2024, am 21.10.2024 wurde die Auszahlung wieder abgebrochen, die Begründung war ich muss mit der Methode Auszahlung mit der ich auch einzahle. Aber das Casino akzeptiert bei der Auszahlung nur Krypto und Banktransfer, bei der Einzahlung hingegen auch Visa. Ich habe mit Visa eingezahlt, das kann ich aber bei der Auszahlung nicht wählen. Ich bitte Sie um Hilfe.

Dear Fabiruf86,

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.

Hey Nick,

many thanks for the quick response!

My account has already been successfully verified. I just find it very strange that my withdrawal is being denied with the explanation "I have to use the same method for withdrawal as for deposit". This is actually not possible because the casino does not accept Visa as a withdrawal method, but Visa is not a problem for deposits.

Hey Nick,

vielen Dank für die schnelle Antwort!

Mein Konto ist bereits erfolgreich Verifiziert. Ich finde es nur sehr komisch das meine Auszahlung mit der Begründung "Ich muss die gleiche Methode zur Auszahlung wie zur Einzahlung benutzen" dies ist faktisch nicht möglich, da das Casino die Auszahlungsmethode Visa nicht akzeptiert, jedoch bei der Einzahlung ist Visa kein Problem.

Dear Fabiruf86,

In situations like this, casinos typically request that players complete a verification deposit (minimum deposit) using a payment method that can also be utilized for withdrawals. Were you given this option?

I look forward to your response.

Best regards,

Nick

Hi Nick,

No, I have not been offered this option yet. I would have no problem with that, but as I said, this offer has not been available yet.

Best regards

Fabian

Hi Nick,

nein bisher wurde mir diese Möglichkeit nicht angeboten. Damit hätte ich kein Problem, aber wie gesagt bisher gab es dieses Angebot nicht.

Viele Grüße

Fabian

Dear Fabiruf86,

As we are still within a reasonable time frame for a withdrawal, we have not contacted the casino yet.

Can you please advise if you did try to contact them regarding the availability of other withdrawal methods or if you did try to use a different one since your last post here?

Looking forward to your response.

Regards,

Nick

Hello Nick,

the casino has transferred the amount.

You can close the case.

Hallo Nick,

das Casino hat den Betrag überwiesen.

Sie können den Fall schließen.

Dear Fabiruf86, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru