ShinyWilds Casino - A desistência do jogador está atrasada.

Good morning,

I wish to request your assistance regarding a withdrawal of €5,000 requested on ShinyWilds on August 4, 2026.

To date, my withdrawal is still listed as "Pending" and has not yet been processed.

I have contacted ShinyWilds customer service several times. From the beginning, they have essentially given me the same answer, whether during my first exchanges, from the second day following my request, or even today: they tell me that my withdrawal is being processed and that I have to wait due to the high volume of withdrawals.

Support also confirmed to me that:

My withdrawal is still being processed and has not been forgotten;

No anomalies or violations of the terms and conditions have been reported on my account;

My file has been forwarded to the finance department;

I will be notified when the withdrawal moves to the next stage.

Despite these confirmations, my €5,000 withdrawal is still pending and I have not received any specific date regarding its processing.

I am attaching the following to this complaint:

a screenshot showing my withdrawal of €5,000 with the status "Pending";

Several screenshots of my exchanges with customer service, showing the different answers I received over the course of several days.

I would therefore like your help in contacting ShinyWilds and moving forward the processing of my withdrawal.

I remain available to provide any additional documents or information that may be required.

Thank you in advance for your help.

Bonjour,

Je souhaite solliciter votre aide concernant un retrait de 5 000 € demandé sur ShinyWilds le 4 août 2026.

À ce jour, mon retrait est toujours indiqué comme « En attente » et n’a pas encore été traité.

J’ai contacté à plusieurs reprises le service client de ShinyWilds. Depuis le début, ils me donnent essentiellement la même réponse, que ce soit lors de mes premiers échanges, dès le deuxième jour suivant ma demande, ou encore aujourd’hui : ils m’indiquent que mon retrait est en cours de traitement et qu’il faut patienter en raison du volume important de retraits.

Le support m’a également confirmé que :

mon retrait est toujours en cours de traitement et n’a pas été oublié ;

aucune anomalie ou violation des conditions n’a été signalée sur mon compte ;

mon dossier a été transmis au département financier ;

je serai informé lorsque le retrait passera à l’étape suivante.

Malgré ces confirmations, mon retrait de 5 000 € est toujours en attente et je n’ai reçu aucune date précise concernant son traitement.

Je joins à cette réclamation :

une capture d’écran montrant mon retrait de 5 000 € avec le statut « En attente » ;

plusieurs captures de mes échanges avec le service client, montrant les différentes réponses qui m’ont été données au fil des jours.

Je souhaiterais donc votre aide afin de contacter ShinyWilds et de faire avancer le traitement de mon retrait.

Je reste disponible pour fournir tout document ou toute information supplémentaire nécessaire.

Merci d’avance pour votre aide.

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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.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate the winnings you're trying to withdraw? Please specify the names of the games and the game providers as well.
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot.
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?

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

Good morning,

I had never made successful withdrawals from this casino before.

I only played slot machines and the following machines: Book Of Madness Deluxe, Trap Tower, Sleeping Dragon Ultra Dark, Catfish Hunters, Out Of The Woods, Spice.

During my gaming session, no bonuses or bonus money were activated.

KYC verification is complete and my account is verified.

Thank you very much for your help.

Bonjour,

Je n’avais encore jamais effectué des retraits réussis sur ce casino.

J’ai joué uniquement au machine à sous et au machines suivantes : Book Of Madness Deluxe, trap tower, Sleeping Dragon Ultra Dark, Catfish Hunters, Out Of The Woods, Spice.

Lors de ma session de jeu, aucun bonus ou argent bonus d’activés.

La vérification KYC est validé et mon compte est vérifié.

merci beaucoup de votre aide

For further information, I received an email from Shinywilds Casino 10 days after the withdrawal request, even though my account was already notified as verified, requesting a document for KYC verification. I provided the document via their SumSub link in the email, and my account has been verified again since Friday, August 14th.

I contacted support who told me that after my account was verified, my withdrawal would be processed without any further delays (see attached photo).

I've also sent emails to support, without a response, and when I talk to them on the live chat, it's like automated replies and I don't get any information or steps from them that could help me.

Thank you for your help.

Pour information supplémentaire, j’ai reçu un mail du casino shinywilds, 10 jours après la demande de retrait alors que mon compte était déjà notifié comme vérifié, une demande d’un document pour la vérification kyc, j’ai donc fourni le document via leur lien sumsub dans le mail, mon compte est donc de nouveau vérifié depuis vendredi 14 août.

j’ai contacté le support qui m’a dit qu’après la vérification de mon compte, mon retrait serait traité sans aucun délais supplémentaires (voir photo jointe)

J’ai aussi envoyé des mails au support, sans réponse et aussi quand je parle avec eux sur le live tchat, ce sont comme des réponses automatique et je n’ai aucune informations ou démarches de leur côté qui pourrait m’aider..

merci de votre aide

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

Dear Loki777,

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,

Veronika