WildFortune.io Casino - Player's cashout is delayed.

I've tried to cashout money for a while now an it keeps saying I need to verify proof of bank transactions an cards which I have done. There's seems to be different reasons everytime not allowing me to cashout.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing.

Please understand that the KYC process is a crucial and standard procedure. It ensures that funds are sent to the rightful owner and helps gambling establishments prevent fraud and comply with legal requirements. Since casinos cannot verify players in person, this process is the only way they can confirm a player’s identity and account details.

All reputable and licensed casinos take KYC seriously, and the verification may take a few working days to complete.

To better understand your situation, may I kindly ask a few questions?

• Have you already submitted the bank statements requested by the casino?
• What specific documents has the casino asked you to provide for account verification?
• Have any of the documents you submitted been approved so far?
• How many different payment methods have you used to deposit funds into your casino 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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly.

Stay safe.

Hello, so they are asking for a old bank card which has been expired for a while now an i dont have statements to say its cancelled. But then last night then they asked me to get a bank statement with a transaction which I did an it's been not approved. I seem to be going back an fourth getting stuffed around not having the right answers theyve cashout to me before 3 years ago but all of a sudden. It seems they don't want to to give me the cashout amount. So id, bank card an address have been approved but there expired card I used 2 years ago they want me to confirm. Only used bank card to transfer.

Any updates? 😁

Thank you for your response.

I understand how frustrating it must be to face delays at this stage, especially after such a long time has passed. However, please keep in mind that the casino is obligated to verify the ownership of all the payment methods used for deposits or withdrawals. If the card you used to deposit in the past hasn’t been verified yet, the casino is required to complete this verification now that you’ve requested a withdrawal—even if a significant amount of time has passed.

• Could you please let me know when exactly this bank card expired?
• Do you have any statements or confirmations in your bank account that show you used to own a card with the specified number?
• Would it be possible to visit your local bank branch and ask for an official stamped confirmation that you previously held a card with that number?

I know this might feel like an inconvenience, but such documentation could help resolve the situation more efficiently.

Thing is they have paid me out before on that card so really makes no sense, there help centre team are sending in circles an circles!!! But bank card expired im assuming when it became locked 05/05/2025, I have photo here might help

??

assuming I need to start a new case on this issue? Or can I be directed to someone that'll help me an get in contact to wildfortune21.io. without going through there help service.

Please forward me all the communication between you and the casino customer support regarding the verification of your old card at veronika.f@casino.guru.

Also, kindly specify if you submitted any documents confirming that you are the owner of this card to WildFortune Casino before.

Beyond unfair now after getting told what to do an being told it should be fine im getting sent back on this roller coaster. Thank you for helping me though

Thank you for letting me know. Has the PDF of the transaction been approved by the casino? Have you been requested to provide any other documents in the meantime?

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

Dear Dosman,

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