Wildies Casino - Player's account has been closed with pending winnings.

I opened an account with Wildies Casino and made two deposits of €500 each, for a total of €1,000.

I opted out of any bonus offers and did not use any free spins. There were no wagering requirements attached to my deposits. I subsequently won €2,000.

When requested, I completed the verification process by providing a copy of my UK passport and a Lloyds Bank statement as proof of address. I have lived at this address for six years and am the homeowner.

Two days after submitting my documents, I received an email stating that there were concerns regarding my proof of address. I believe this may be because my partner also has an account registered at the same address. However, the bank statement I provided clearly shows my name and address and should be sufficient proof of residence.

The casino informed me that my account had been permanently closed. However, their email did not mention my account balance of €2,000 or explain what would happen to my winnings and deposited funds.

I would like clarification regarding the reason for the account closure and confirmation that my balance of €2,000 will be paid to me. I have fully cooperated with the verification process and provided genuine identification and proof of address documents.

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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.

• Has the casino specified what the issue with your bank statement is? I have reviewed the statement you uploaded with your complaint, and it appears to be incomplete. The PDF information indicates that the document should contain 9 pages, but the file provided only contains 2 pages. Could you please confirm if you have uploaded the complete document?
• Have your other identity documents been reviewed and approved by the casino?
• What types of games did you play to accumulate your winnings?
• Am I correct in understanding that your partner also has an account at this casino? If so, is their account fully verified and still accessible?

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