Wildsino Casino - Zahtev igrača za povlačenje je odložen.

Hello I made a comlplaint before it was rejected but it was to long i had a talk with the casino and they are paying me.

Fani (Wildsino)

17 Feb 2026, 11:48 EET

Dear Denis,

Thank you for contacting us.

Following your complaint, we have reviewed your file. Please be informed that while your account remains closed, we are prepared to facilitate the withdrawal of your remaining balance once your identity and payment methods have been fully verified.

To proceed with this one-time settlement, our KYC department requires you to provide the following documentation:

-Identification: A high-quality photo of your valid ID (Passport, Driver’s License, or National ID).

-Selfie: A clear photo of you.

-Transaction History (Credit Card): Proof of ownership and transaction history for the card ending in CC540672**4727 for the month of May.

-Transaction History (MiFinity): A statement or screenshot of your MiFinity account activity covering the period from May 23 to June 23.

-Selfie with ID (AOS): A secondary verification selfie as per our security standards holding the front side of your id document and behind you to be seemed the first page of our casino site.

Please send these documents directly to our specialized team at kyc@wildsino.com.

Once these documents are received and successfully verified, our Financial Department will be able to process the remaining balance to you. We appreciate your cooperation in finalizing this matter.

Kind regards,

Wildsino Team

I provided all the documents 1 week ago and no reaction

I would like to ask the representee to check.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear DonerDenis88,

Thank you very much for submitting your complaint.

I’m sorry to hear that you have not received any response from the casino after submitting all the requested documents.

It is a positive sign that the casino has agreed to process your remaining balance after verification. However, to better understand the current situation, I would like to ask you a few additional questions:

• Could you please confirm the exact date when you submitted all the requested documents to the KYC department?
• Did you receive any confirmation from the casino that your documents were received successfully?

If you have any email communication or confirmation from the casino, please feel free to upload it here or forward it to petronela.k@casino.guru so we can review it as well.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Live Support

Live Support

Customer Support

is my account verified?

Chat started

Aery joined the chat

Aery

Hello! Welcome to Customer Support Service! My name is Aery and I will be assisting you today.

Hi

i sent all my documents

is is approved

Aery

Denis, please give me a few minutes to check the account verification for you, and I will be back with an answer shortly.

Denis, I am checking your request with the relevant department, so please bear with me a little longer while I wait for an update from them.

OK

I send everythign

Aery

Should not take much longer now. Thank you for waiting. I will be back with an update soon.

Looks like I will need a few more minutes to check this for you. I appreciate your patience.

ok

Is it approved

when do I get my money?

Aery

Thank you for your patience. I have forwarded the details to the relevant department so that they can look into this further. As soon as there is an update, you will be notified immediately by email.

I not want to wait

i will make a complaint on casino guru

Aery

I do understand your situation Denis. I would feel the same if I were in your shoes. I'm with you on this one, and I'm really doing everything I can to get this sorted out as soon as possible.

When will i be paid?

Aery

I request you to kindly wait for an update via email. You will get an update by the relevant team as early as possible.

I will finalize my complaint now

Aery

Denis, if you have any queries, you can send an email to support@Wildsino.com. Do you maybe have any other enquiry I could help you with in the meantime?

If that is all, I will proceed with ending our chat session for now. Please feel free to contact us again with any further questions. Have a great remainder of your day and enjoy your time on our site!

Aery left the chat

This was 4 days ago.

I am checking your request with the relevant department, so please bear with me a little longer while I wait for an update from them.

ok

Jacob

Once all of the requested documents have been received correctly, it can take up to 3 working days to review them. You will be notified by email once the process has been completed or if further information is needed.

They are send 4 working days ago

my account should be good now

Jacob

I apologise for the inconvenience Denis, But our Email team is working on it and it will fixed soon. You will be notified when the process will completed.

Is there anything else I can do for you Denis?

Are we still connected?

Hi DonerDenis88,

I would like to kindly ask if there has been any development since your last message. Have you received any update from the casino regarding your verification or withdrawal?

Thank you in advance for your reply.

No nothing! please help me!

Dear DonerDenis88,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jean (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello DonerDenis88,

My name is Jean and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wildsino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Jean

Dear DonerDenis88,

Thank you for your patience while we look into your request.

We are writing to formally notify you that we have escalated this matter to the relevant department for a more specialized review. Our team is currently investigating the details to ensure a thorough and accurate resolution.

As soon as we receive an update or further information, we will reach out to you immediately. In the meantime, no further action is required on your part.

Thank you for your continued patience.

Best regards,

Wildsino Casino Team

Dear Wildsino Casino,

Thank you for the update. We acknowledge that the case is currently under review and look forward to receiving your findings.

Please keep us informed of any progress.

Hello when will I get paid?

Dear DonerDenis88,

We are writing to formally notify you that we require the completion of our verification process before we can proceed with the processing of your funds. Upon reviewing your account, we have confirmed that you previously provided with documents for this purpose.

To ensure this is handled as quickly as possible, we have escalated your documents for priority processing. We are currently awaiting a final update from the relevant department, and we will inform you immediately as soon as we receive further information.

We appreciate your cooperation.

Best regards,

Wildsino Casino Team

Dear Wildsino Casino Team,

Thank you for the update. We look forward to receiving further information once available.

Dear All,

We are writing to provide a brief update regarding the matter.

Please be advised that we are still awaiting a response from the relevant department. We are following up on this matter internally to ensure it is addressed as quickly as possible.

As soon as we receive an update or further information, we will notify you immediately.

Thank you for your continued patience and cooperation.

Best regards,

Wildsino Casino Team

Hello Jean,

It has been to long now. The casino keeps repeating the same message every week, only that they are waiting for the 'relevant department.' Nothing changes.

I sent all the documents, my account was closed since months. I just want my 4,700 EUR balance.

Can you please ask Wildsino for a real answer with a date? I cannot wait forever like this.

Dear Wildsino Casino,

I would like to kindly request an update regarding the player’s KYC verification. The documents were submitted more than a month ago, and the player has not received any concrete feedback since.

Could you please provide the current status of the review and, if possible, an estimated timeframe for when the verification is expected to be completed? This information is necessary to move the case forward.

Thank you in advance for your cooperation.

Dear DonerDenis88,

Thank you for your patience while our relevant department reviewed the documentation you provided.

We are writing to inform you that while the majority of your documents have been accepted, we require one additional item to finalize the verification process. Please provide your MiFinity transaction history for the period between 23.05.2025 and 23.06.2025. It is essential that this document clearly shows all deposits made during this timeframe, along with your visible account details to ensure authenticity.

Once you have this information ready, please reply directly to the email we sent you. We will proceed with the final review as soon as this document is received.

Best regards,

Wildsino Casino Team

I sent them right away. to both thank you and hope we can resolve this soon.

Hello Jean,

I sent the MiFinity transaction history to Wildsino straight away after their last message. It covers the full period 23.05.2025 – 23.06.2025 and clearly shows all deposits and my account details, exactly as they requested.

This was the last document on their list and all the others have already been accepted. Could you please ask Wildsino to confirm in this thread that the MiFinity document is accepted and to provide a concrete date for the payment of my 4,700 EUR?

I have been waiting a long time and I really do not want to fall into another cycle of 'waiting for the relevant department.' Thank you for your help.

Dear Wildsino Casino Team,

The player has confirmed that the final outstanding document — the MiFinity transaction history — was submitted immediately following your last update, and that all previously requested documents had already been approved.

Please confirm whether this document has been received and accepted.

Additionally, please provide a specific date for the processing and payment of the remaining balance. Given the extended duration of this verification process and the repeated delays, we request that the player’s withdrawal be finalized without further postponement.

Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DonerDenis88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean