WildFortune.io Casino - Player's withdrawal is being delayed.

I have provided them with all necessary documents to prove my identity and being the owner of accounts and cards used. They keep accepting and then changing their mind only to use that as a reason for rejection. Example one of the recent reasons for rejection was because I had to prove a transaction from a certain date. I did and they approved it only to then use that still as grounds to reject my withdrawal.

this is the worst casino I’ve ever dealt with in terms of stalling techniques and pure lack of care that they just withhold your rightfully earned winnings,.

Dear Ausice,

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 take 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

Hi thanks for your response.

Whilst I appreciate the safety concern of sending funds to the wrong person the logic would follow that making a deposit from ‘a wrong persons’ credit card would then also not be possible nor the ability to log in and spend that money on spins.

Anyway the nature of this is not new to anyone so moving on.

To answer your questions.

I’ve provided a Passport, Official Bill/ Letter stating a name and address, photos of card used for deposit both back and front. Bank statements from both of my banks. Screenshot of a PayID transfer showing reference number of that transaction. Transaction statement of that said transfer done by selecting transfer / debit/credit within that selected date which although it doesn’t state my name on it it does state bank account number and I supplemented with a statement reaching to last possible period (24th of Dec) where that statement states my name and address clearly showing ownership of that account.

I provided my last document for verification 2 days ago.

Thank you for attending to this.

Now I’ve sent another bank statement now showing the payID transfer and name and address and everything. I received a different request a day okay or so if I could prove it’s my bank account. I mean there’s no shame with these guys. I’ve sent my bank statement!

Thank you very much for your reply, Ausice. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina I have forwarded you what I believe is all the correspondence between me and Wildfortune.

Thanks again.

Thank you very much, Ausice, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.

Dear Ausice, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply. In the meantime, could you please share the document that you submitted to prove your deposit 2024-12-27 03:05:31 UTC 20 AUD as requested by customer support of the casino? Please send it to my email at [email protected].Thank you!

Dear Wild Fortune Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please specify why the documentation provided by the player was not accepted. Do I understand correctly that the only issue preventing the player from withdrawal is the request to provide proof of deposit 2024-12-27 03:05:31 UTC 20 AUD? Are there any other requests at the moment?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email [email protected].

Kind regards,

Natalia

Hi Natalia,

thanks for reaching out. I’ve sent you multiple attachments to the email you provided above.

I appreciate you attending to this matter.

Best Regards

Ausice

Good Day Ausice and Natalia,

I hope you are having a great day so far, and we appreciate your patience with us while looking into this issue.

Thank you for providing your documents and for your continued patience. We wanted to inform you that we have escalated your case and thoroughly reviewed the transaction details on our system. Unfortunately, we have been unable to locate the specific transaction you're referring to within our casino records.

Could you kindly double-check your bank statement around the time of the transaction? It’s possible that there may have been an error in the details provided, or the wrong transaction might have been referenced by mistake.

If you find any discrepancies or need further assistance, please feel free to get back in touch with us, and we’ll be happy to assist you further.

Thank you for your cooperation and understanding.

Kind Regards,

Wild Fortune IO Casino

Dear Ausice, is this possible that you had other transactions in the same amount (20 AUD) during the day you deposited to the casino? Or was your deposit the only payment of that amount?

Please specify if you have sent the original bank statement document for verification that wasn't edited or modified.

Hi Natalia. There is no other transfer from that bank account in that type of transfer matching the date and the hour (if one converts the time zone difference) and the amount. Mind you as I’ve said previously they had already accepted it and one of the "customer service" agent stated in an email which you would have seen in the conversations I sent and I paraphrase: "there’s no way something gets approved then later on not approved". I then proceeded to show a screenshot of the file being approved, then the statement from the agent got changed to "a secondary review department found a discrepancy". Like who needs 2 departments to match someone’s Id . Also :

If they have 2 departments that do reviews well then it’s very possible that something gets approved and then later reversed. So the agent making the statement that there’s no way that could happen, tells me they are just making stuff up as they go.

It’s furthermore interesting that not even once have they mentioned what the discrepancy is: Why wouldn’t that be the first thing they’d point out.

Is there really any doubt, if this process is to verify I am who I say I am, ala the rightful owner of the account, that I am indeed the correct individual. After I’ve sent bank statements from both banks, driver license, my passport, utility bill?? No this isn’t about verification it’s about scamming people off their money and also legitimately won money.

To answer your question about the bank statements, I only redacted (with a grey box) other transfers that are personal transfers and non of their business to look at. All relevant information was showing same way the bank gives it to me.

I’m happy to forward you everything I have and all I have sent but at some point one has to stop catering to these scam / fraudulent behaviour & tactics from the casino and launch a claim against them.

Best regards

Ausice

Dear Ausice, my apologies for the late reply. I hope you had a nice Easter holiday!

Would it be possible to provide an original bank statement for verification? I understand that you have transactions unrelated to the casino and have a right to privacy; however, online casinos have the right not to accept documents that have been edited or modified. Therefore, players are required to provide only original documents directly downloaded from the issuer.

I see that there's a confirmation ID for the payment in the bank statement you shared that corresponds with the confirmation ID in the screenshots for the payment. From your communication with customer support, I understand that the main issue was that the payment confirmation was missing your name, reference number, and the amount paid. I believe that the screenshots of the payment from your internet banking should work together with the bank statement, as they provide all the requested information when reviewed together. Since the bank statement was edited by you to grey out personal transactions, the casino probably didn't check it.

Could you please send the documents to the casino again, but the original ones this time?

Hi Natalia,

I hope you had a good Easter as well.

I have uploaded the bank statement without the grey out areas.

Best Regards

Ausice

Hi Natalia,

As per previous form they still didn’t approve it.

Reason:

We see our license descriptor in the statement but there is no transaction in the system with card mask 6443 by the email (showing my email) The bank statement should contain full card mask from the descriptor for the further investigation. Kindly provide the full bank statement in PDF containing your transaction to us made via Webredirect:APPLEPAY. Your name, account number, and deposit to us should be visible. Thank you

The transaction was PAYID so it wouldn’t show the card number.

explaining this to this fraudsters for the 5000 time is becoming farcical.

Dear WildFortune.io Casino, we'd like to draw your attention to the fact that the player used OSKO payment service that uses PayID. No card number is required for payments via PayID. PayID uses a mobile phone, email, or ABN as a unique identifier to facilitate payments.

We can see from the player's bank statement that the player's details, such as BSB and account number, do match the information from the screenshots from OSKO and NAB internet banking. There's a confirmation ID number given. Can you use it to track the payment?

Good Day Ausice and Natalia,

I hope you are having a great day so far, and we appreciate your patience with us again.

I have escalated this issue regarding the proof to our payments team and requested an exception to be made here. They have agreed, and the account is now fully verified.

Ausice, I have asked that our payments team make an exception to speed up your withdrawal on our end as well. You can now go ahead and request your withdrawal, and ask that you please update me here, and I will have that processed for you on my end.

Again, our sincere apologies for the delay and confusion regarding this matter, and I look forward to having this resolved as soon as possible.

If you require any further assistance, please do not hesitate to ask.

Kind Regards,

Wild Fortune IO Casino

Thank you for the updates, WildFortune.io Casino. We appreciate your willingness to meet the player and process the withdrawal request based on the already provided documents.

Dear Ausice, please let us know if you can submit a withdrawal request in your account now. The casino representative will then proceed with the processing of it.

Hi Natalia and Wild Fortune casino

I have now submitted a withdrawal request and I’ll update you on the status.

Ausice

Good Day Ausice,

Thank you so much for confirming this for me. I have forwarded the request to our payments team now. Will update once more when I can confirm it has been looked at.

Kind Regards,

Wild Fortune IO Casino

Good Day Ausice and Natalia,

I can confirm that the withdrawal has now been approved on our end. As this is a Bank transfer, it can take 5-7 days to reflect, but hopefully it will be sooner.

If you require any further assistance, please do not hesitate to contact us.

Kind Regards,

Wild Fortune IO Casino

Thank you, WildFortune.io Casino.

Dear Ausice, please let us know once you receive the payment from the casino. I hope it won't take a long time to reach your bank account.

Hi Natalia and Wildfortune.

I’ve received the withdrawal. Special thanks to you Natalia for your assistance. This would not have happened without you so I’m very grateful for your help and I hope you get well looked after.

Wildfortune, this was absolutely an unnecessary and frustrating process but I have to still give credit where credit is due so thanks for ultimately coming to the party in the end. I appreciate that.

You all take care.

Ausice

Dear Ausice,

I'm glad to hear that you finally received your funds and your issue has been resolved. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru