Wild Casino - Гравцеві важко завершити перевірку облікового запису.

I am getting the run around when requesting to withdraw my balance of $7000. I have already waited 9 days before requesting the withdraw as per their policy concerning card deposits.

I got a head start and sent in KYC documents to help speed the process up. This is my first time requesting a withdraw, However I have made previous bitcoin deposits.

After reading there reviews and doing a little research I am very nervous and on Edge. Based on there reputation, I think its very likely I will not see a dime of those winnings.

I reached out earlier, they said a phone call verification was needed. Of course I never received one.

I messaged again via chat, the story changed of course, now its my bank statement. They claim its not legible. So I sent them a water bill instead.

Still waiting to hear back at this point, I just figured I would get ahead of the game and file my complaint with you guys because my gut instinct just tells me this casino is unscrupulous

Dear Dreamliner13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Kristina! you're not telling me anything I do not already know.

I have sent a picture of my bank statement; I have sent clear photos of the front and back of my driver's license. I have sent a copy of my most recent water bill.

They informed me that I would receive a phone call from them to do a "Phone Verification" whatever that means. I never received a phone call from them.... I was told to expect a call within a 2 hour window. Never received a phone call.

I was also told that the team had sent me an email with further instructions to proceed with the withdraw. I never received an email from them (Yes I checked my spam folder)

Not only have they rejected all three withdraw requests I have made today, but they have also disabled my ability to request a withdraw all together.

This is completely unacceptable.

UPDATE: The winnings have now grown to $10,000. I have also sent them a front copy of the credit card I used to make the deposit.

However, my wallet recently came up missing and I just happened to have a scan saved of that credit card, but it is only the front part and not the back portion of it.

I am sure this will be an issue as well. seems like they are determined to stop me from withdrawing my winnings.

All documents have been accepted, I should be good to go now, but still not paying out.

Thank you for your reply, Dreamliner13. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No I have not made a withdraw with this casino before. This is my first withdraw.

My winnings were accumulated with deposited funds...there was no active bonus in effect. I do not have any screenshots of conversations that have taken place with the casino.

Thank you very much, Dreamliner13, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Dreamliner13,

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

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

Dear Wild Casino,

As all player's documents were accepted and it appears that the player's verification was successful why have the player not yet received their winnings?

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.

Greetings,

Player did send the KYC which were alright, however the Security Team were waiting for a further explanation on his login activity. Player continued to play and lost the majority of the funds on May 31st. 

Regards,

Wild Casino Team.

Thank you for the response, Wild Casino Team.

Dear Dreamliner13,

Can you please react to the above?

Dear Dreamliner13,

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.

Dear Dreamliner13,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal