Wild Robin Casino - Гравець не може зняти свій виграш.

For the first time, I made a deposit of 40 euros at the WildRobin online casino. Initially, my deposit didn’t appear in the casino, but after a chat with live support, the money was in my account the next morning. I received a 100% bonus, which I quickly wagered. The winnings from the bonus were 800 euros, but after finishing, 600 euros disappeared from my account, leaving me with only 200. I contacted support, and they told me, "Thank you for waiting, please be informed that the bonus you used had a maximum payout of 500%, which is why the remaining winnings were not credited." I continued playing and won 700 euros. They won't allow me to make a withdrawal, not even a small amount. I feel like I've been scammed because their responses don’t satisfy me. They instructed me to clear my cookies, which I did, but I still can't withdraw my winnings.

Για πρώτη φορά έκανα μια κατάθεση των 40 ευρώ στο διαδικτυακό καζίνο WildRobin, η κατάθεσή μου δεν φάνηκε αρχικά στο καζίνο αλλά ύστερα απο μια συνομιλία στο live chat, την επόμενη μέρα το πρωί τα χρήματα μπηκαν στο καζίνο. Έλαβα ένα μπόνους 100%το οποίο και καθαρισμα σύντομα. Τα κέρδη από το μπόνους ήταν 800 ευρώ που μόλις το τελείωσα εξαφανιστηκαν 600 ευρω απο τον λογαριασμό μου και μου άφησαν μόνο τα 200.Συνομιλησα μαζί τους και μου είπαν (Σας ευχαριστούμε για την αναμονή, σας ενημερώνουμε ότι το μπόνους που χρησιμοποιούσατε είχε μέγιστη πληρωμή 500%, γι' αυτό και τα υπόλοιπα κέρδη δεν πιστώθηκαν)Συνεχισα το παιχνίδι και κερδίζω 700 ευρώ. Δεν με αφήνουν να κάνω ανάληψη ούτε μικρό ποσό, ούτε μεγάλο. Νομίζω πως έχω πέσει θύμα απατεώνων γιατί οι απαντήσεις τους δεν με καλύπτουν. Μου είπαν να καθαρίσω τα cookies, όπως και έκανα αλλά πάλι συνεχίζεται να μην μπορώ να πάρω τα κέρδη μου

Dear Aikaterinni,

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.

Could you please specify what error you see when you try requesting the withdrawal of your winnings? If so, please send me a screenshot of the error at veronika.f@casino.guru.

Have you passed the full KYC verification?

Have your winnings been capped at 200€ after you finished wagering your 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

Yes, after the bonus was successfully completed, I had 800 euros at that time, of which 600 euros disappeared and I was left with 200 euros, which I continued without committing the bonus and reached 700 euros, which I cannot withdraw. I have not yet sent my documents for verification as I cannot withdraw or verify.

Ναι αφού ολοκληρώθηκε με επιτυχία το μπόνους, είχα 800 ευρώ εκείνη την στιγμή τα οποία 600 ευρώ εξαφανιστηκαν και έμεινα με 200 ευρώ τα οποία συνέχισα χωρίς δέσμευση μπόνους και τα έφτασα στα 700 ευρώ, τα οποία και δεν μπορώ να βγάλω. Δεν έχω ακόμα στείλει τα έγγραφά μου για επαλήθευση καθώς δεν μπορώ να κάνω ανάληψη ούτε επαλήθευση.

Thank you for providing the screenshots.

Have you tried accessing the casino website from a different device or browser? Additionally, have you cleared your browser history, cookies, and cache to see if the issue persists?

To assist you further, could you please forward me all communication between you and the casino’s customer support regarding the withdrawal issue? You can send it to veronika.f@casino.guru.

I appreciate your patience and cooperation, and I look forward to your response.

I have tried from other devices but nothing. I get the same message.

Έχω δοκιμάσει και από άλλες συσκευές αλλά τίποτα.το ίδιο μυνημα μου βγαίνει

Thank you very much, Aikaterinni, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Aikaterinni for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Robin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter