Wild Robin Casino - Счет игрока закрыт, а средства задержаны.

On October 18, 2025, I created an account and deposited €200. Through playing, I accumulated a total of €1200, of which I withdrew €500 (the maximum withdrawal per day). I wanted to withdraw the remaining €700 the next day (Sunday), but I couldn't log in. At first, the password didn't work, then it said "Your account is being verified." That same day, I chatted with several employees in the support chat, two of whom told me my account had been closed. They didn't tell me why, only that I would receive an email. The next day, I tried again and was again told there was no problem with my account and received a new password. But even with that, I couldn't log in because my account was still being "verified." It was forwarded to another department, and I will receive an email. I've gone through this process 6 or 7 times with different employees, and now I believe it's always the same person or a bot. Each time, it was forwarded, and I received an email. Today is Wednesday, and I haven't received a single email, nor the €500 from the first payout. So, in total, I'm talking about €1,200, which I'll probably never get because something's fishy here. Since when does it take several days to solve a login problem or write an email? Even when I wrote directly to the email address, it didn't help. Still no response.

Am 18.10.25 habe ich ein Konto erstellt und 200€ eingezahlt. Durchs spielen bin ich auf insgesamt 1200€ Guthaben gekommen wovon ich mir 500€ ausgezahlt habe (maximale Auszahlung pro Tag). Die restlichen 700€ wollte ich am nächsten Tag (Sonntag) auszahlen doch ich konnte mich nicht mehr einloggen. Zuerst funktionierte das Passwort nicht, danach stand "Ihr Konto wird überprüft". Am selben Tag habe ich mit mehreren Mitarbeitern im Support Chat geschrieben wovon mir 2 gesagt haben, dass mein Konto geschlossen wurde. Warum haben sie mir nicht gesagt, nur dass ich eine Email erhalten werde. Am nächsten Tag habe ich es erneut versucht und hier wurde mir wiederum gesagt, dass mit meinem Konto kein Problem besteht und habe ein neues Passwort erhalten. Aber auch damit konnte ich mich nicht einloggen da mein Konto nach wie vor "überprüft" wird. Es wurde an eine andere Abteilung weitergeleitet und ich werde eine Mail erhalten. Dieses Prozedere habe ich 6 oder 7 mal mit verschiedenen Mitarbeitern durchgemacht wo ich mittlerweile glaube, dass es immer der gleiche ist oder ein Bot. Jedes mal wurde es weitergeleitet und ich werde eine Mail erhalten. Heute ist Mittwoch und ich habe weder eine einzige Mail, noch die 500€ der ersten Auszahlung erhalten. Insgesamt geht es also um 1200€ welche ich wahrscheinlich nie bekommen werde weil hier irgendwas faul ist. Seit wann braucht man mehrere Tage um ein Login Problem zu lösen oder eine Mail zu schreiben. Selbst als ich direkt an die Mail Adresse geschrieben habe, hat es auch nichts gebracht. Nach wie vor keine Antwort.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Have you uploaded any identity documents to the casino for verification?
• Did you accumulate your winnings with or without a bonus?

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

Veronika

Hello and thank you for the quick reply. As far as I can remember, I deposited €50 each with a bonus the first three times, but didn't win anything. Then another €50 without a bonus and earned a total of €1,200 through a slot machine. So I was able to access my balance immediately without any wagering requirements. Under the "Verification" category, it said that no verification was currently necessary. So I withdrew the €500, and the next day the login problem started. I contacted chat support again last night, and a representative told me this time that an administrator had decided I couldn't log in. She couldn't give me a reason. However, today I received an email from support for the first time, stating that there were no problems with my account and that I should send them a screenshot of the login. So I waited four days for an email, which again didn't help me at all. I still haven't received the €500, and the remaining €700 is still in my casino account. I've also taken a lot of screenshots of the chat history, in case you need them. It seems every employee at this casino says something different about my account, but no one is really helping me.

Hallo und danke für die schnelle Antwort. Soweit ich mich erinnern kann habe ich die ersten 3 mal je 50€ mit Bonus eingezahlt aber nichts gewonnen. Dann nochmal 50€ ohne Bonus und durch einen Slot auf insgesamt 1200€ gekommen. Ich konnte also direkt auf mein Guthaben zugreifen ohne Umsatzbedingungen. Unter der Kategorie "Verifizierung" stand, dass momentan keine Verifizierung notwendig ist. Ich habe also die 500€ ausgezahlt und am nächsten Tag fing das Login Problem an. Ich habe gestern Abend erneut mit dem Chat Support geschrieben und eine Mitarbeiterin hat mir dieses Mal wieder gesagt, dass ein Administrator beschlossen hat, dass ich mich nicht einloggen kann. Grund dafür konnte sie mir nicht sagen. Jedoch habe ich heute zum ersten Mal eine E-Mail vom Support erhalten, in dieser stand jedoch dass es mit meinem Konto keine Probleme geben würde und ich soll ihnen einen Screenshot vom Login senden. Ich habe also 4 Tage auf eine E-Mail gewartet, die mir wieder absolut nicht weitergeholfen hat. Die 500€ habe ich bis jetzt noch nicht erhalten und die weiteren 700€ sind nach wie vor auf meinem Casino Konto. Ich habe bezüglich des Chatverlauf auch sehr viele Screenshots gemacht falls Sie diese brauchen. In diesem Casino sagt anscheinend jeder Mitarbeiter etwas anderes was mein Konto betrifft, wirklich helfen tut mir aber niemand.

Update: I received the €500 today, the remaining €700 is still in my casino balance, which I still have no access to.

Update: Die 500€ habe ich heute erhalten, die restlichen 700€ sind weiterhin auf dem Casino Guthaben wo ich nach wie vor keinen Zugriff darauf habe.

I'm glad to hear that you have received a part of your winnings. To proceed with the investigation, kindly forward me all the communication between you and the casino customer support regarding the delay in processing your payment and the problem with accessing your account at [email protected].

Screenshots were sent

Screenshots wurden geschickt

Thank you very much, DomLogan, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello DomLogan,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and see if I can help somehow.

We would like to invite Wild Robin Casino to join the conversation.

Dear Wild Robin Casino,

Could you kindly provide clarification on why the player is experiencing difficulties accessing their account? Additionally, how might they retrieve their winnings of €700?

If there are any pertinent details regarding this matter that cannot be shared publicly, I would appreciate it if you could communicate them to me directly at [email protected].

Dear DomLogan,

We regret to learn about your situation.  

We acknowledge your request and assure you that it is not our intention to keep you waiting. We have forwarded your request to our appropriate team. 

We will make every effort to assist you in your current situation and will provide you with an update at the earliest opportunity. 

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

WildRobin team.

It's been forwarded a hundred times already, and still nothing changes. I haven't had access to my account for almost three weeks, and therefore not to my balance! A week ago, I also sent you an email with my IBAN and a request to transfer the €700 directly to me, but there was absolutely no response!

Es wurde schon 100 mal weitergeleitet und trotzdem ändert sich nichts. Seit fast 3 Wochen habe ich keinen Zugriff mehr auf mein Konto und somit auch nicht auf mein Guthaben! Vor 1 Woche habe ich Ihnen auch eine Mail geschickt mit meinem Iban und der Bitte mir die 700€ direkt zu überweisen doch auch da kam absolut keine Reaktion!

Dear DomLogan,

We sincerely regret to learn about your experience.  

We did check with our relevant teams as per your concern. From our side there are no restrictions applied to your account.

However, we noticed, earlier there were password issues. Hence, on October 23, 2025, our team helped with a new password and provided to you via registered email address which had to be changed as per your convenience.

We believe you must have already changed the new provided password.

We would also kindly request you to try clearing cache and cookies and to make sure that the pop ups are allowed in your browser's settings and close all the tabs and then re-try after 10 minutes or so. 

Kindly do not forget to try from another device as well. In case the issue still persists, please let us know, we are willing to help you out of this situation at the earliest as possible. Please share the screenshot of the error message from other device preferably tablet or desktop.

If above mentioned methods work for you and you are able to attempt a withdrawal successfully. Please share an update so we can also help you with your withdrawal request accordingly. Thank you!

We are looking forward for an update

Warm regards,

WildRobin team.

I've already tried that several times, and no, I haven't changed the password. How am I supposed to if I can't log in? I've already received three new passwords, and it still doesn't work, as I mentioned earlier. But to satisfy you, I tried again using my laptop and smartphone and sent you another photo by email. This is getting really frustrating. Just pay me the money to the IBAN I sent you.

Auch das habe ich schon mehrfach versucht und nein ich habe das Passwort nicht geändert, wie soll ich das denn machen wenn ich mich nicht einloggen kann??? Ich habe bereits 3 neue Passwörter erhalten und trotzdem funktioniert es nicht das habe ich aber auch vorhin schon geschrieben. Aber um Sie zufrieden zu stellen habe ich es erneut über meinen Laptop und auch Smartphone versucht und Ihnen erneut ein Foto per Mail geschickt. Langsam wird es echt mühsam, zahlen Sie mir einfach mein Geld auf den Iban aus den ich Ihnen geschickt habe.

Dear DomLogan,

Thank you for sharing the screenshot. However, we kindly request you to please share the entire screenshot showing our website as well for the confirmation. Thank you!

We will wait for your update.

Kind regards,

WildRobin team.

I hope that's finally enough!!!

Ich hoffe das reicht jetzt endlich!!!

Dear DomLogan,

We hope you find this message in good health!

Upon reviewing your concerns, for not being able to withdraw the remaining balance. Therefore, we are willing to help you in this situation by attempting a manual withdrawal for you. And to help you with further, we kindly suggest you to please share the requested bank details to the same email we sent to you on your registered email address.

Please also mention the amount you wish to withdraw. Thank you!

We are waiting for your response. 

Kind regards, 

WildRobin team. 

Data has been sent.

Daten wurden gesendet.

Thank you all for your responses.

I'm glad that we finally moved somehow towards a resolution.

Dear WildRobin team,

I would appreciate it if you could inform me when the manual withdrawal(s) have been processed on your end.

Dear DomLogan,

Please let me know once you successfully receive the winnings.

Dear DomLogan,

We are pleased to inform you that your manual withdrawal of 700 EUR has been successfully processed, and the funds were dispatched from our end on November 14, 2025.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities.

Best regards, 

WildRobin team.

I received the money, thank you for your help.

Habe das Geld erhalten, danke für Ihre Hilfe.

Dear DomLogan,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

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 Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru