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On October 30, 2025, I placed a €10 bet in the game Wild Cash x9990. During the round, I clearly saw that I had won and the payout shown was €388. However, at the exact moment of the win, the game suddenly froze. My stake was deducted, but the winnings were never credited to my balance.

I contacted support immediately, and they told me that the issue was forwarded to the game provider. Unfortunately, since then I have not received any updates or resolution. I'm checking regularly, but I keep being told to wait, without any concrete information or timeline. This is extremely frustrating. I played fairly, I saw the winning result, and I simply expect to receive the payout that is rightfully mine! If this isn’t resolved soon, I am ready to involve a lawyer. However, before taking legal action, I decided to open a complaint here in hopes that this will help speed up the process and finally get my winnings credited.

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Dear Fabiana777,

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

Dear Fabiana777,

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.

Dear Fabiana777,

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.

Finally, I received a response from the provider and my winnings were credited to me. Thank you for facilitating the process.

Dear Fabiana777,

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/casino.guru. 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,

Attila G.

Casino.Guru