The player from Luxembourg was unable to verify his account due to not receiving the necessary verification email, which prevented him from accessing the withdrawal screen. He made multiple attempts to contact support without receiving a response, and his ID had been rejected twice. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed, but the player could reopen it in the future if he chose to resume communication.
Wild Fortune Casino - Player faces issue with account verification email.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Wild Fortune Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello
I've been trying to request an email to verify my account for two days now, because otherwise I can't even get to the withdrawal screen.
However, I can't get it. I've tried several times.
There's no live support, at least not the option for me. Emails I send on the support page also don't get a response.
ID was rejected twice, and now nothing happens at all.
Will my money simply be held back by preventing me from even making a withdrawal because I never receive a verification email? (No, not even in my spam folder)
Please help.
Thanks
Automatic translation:
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7 months ago
Dear Exodus1177,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you more effectively, could you please provide us with the following details:
- Have you checked the settings of your email account for any filters that might block emails?
- Have you checked if the email address in your account does not contain any typos?
- When was the last time you reached out to the casino via email? Have you communicated with the casino customer support before?
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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7 months ago
Translation
Hello
Emails have been checked; I receive all other emails from the casino, but not this one.
The ID thing was a typo. I had entered 1999 in my account, but I was born in 1990.
I wrote to them, but I don't know to what extent this can be changed or even accepted.
No answer yet
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7 months ago
Translation
ID now confirmed
For 5 !!! days now it has been pushed
I get an email every day asking me to provide my birthday and zip code so I can get help.
If I do that, there will be no response until the next day and it will start all over again.
I'm desperate... I can't get my money back...
Automatic translation:
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7 months ago
Thank you for your responses.
Could you please forward me all the communication between you and the casino regarding the issue with the verification code? My email address is [email protected].
Additionally, am I correct in understanding that you entered the wrong date of birth in your casino profile? Has the casino changed your date of birth, or are you still experiencing problems with changing it?
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7 months ago
Dear Exodus1177,
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.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
