The player from Austria faced delays in changing a typo in her postal code, which prevented her from verifying her account and making a withdrawal. After contacting support multiple times without receiving a timely response, she suspected this was a stalling tactic to delay access to her winnings. The issue was resolved after the player confirmed that her problem had been addressed. The complaint was then marked as resolved by the Complaints Team, who thanked her for her cooperation and offered further assistance if needed.
Wildies Casino - Player's account verification is delayed.
Resolved
Our verdict
Case closed
Amount: €900
Wildies Casino
Safety Index 6.4 Below averageCase summary
Discussion
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3 weeks ago
Translation
I made a typo in my postal code during registration, and I've been waiting for five days for the relevant department to change it! As long as it's not changed, I can't verify my account and therefore can't request a withdrawal! To me, this seems like a stalling tactic to make me lose my winnings before I can withdraw them! I've contacted support five times already, and the last two times I haven't received a response. Before that, the communication was always very friendly, and I had the impression they wanted to help! But waiting five days just to change a single digit in my postal code?!
Automatic translation:
Public
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3 weeks ago
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3 weeks ago
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.
- When did you first notice the typo in your postal code?
- Could you please describe the exact error in the postal code you entered when completing your profile?
- Did you contact customer support to request a correction of your postal code only after submitting your withdrawal request and being asked to complete KYC verification?
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
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mirakulix235,
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
