The player from Brazil faced difficulties withdrawing his funds as his account was blocked. He had sent the required documentation for verification, but could not access his account to submit further information via the website's verification tab. After the casino decided to pay out the remaining payout and close the player's account, the player decided to mark the complaint as resolved, indicating satisfaction with the outcome.
Wildsino Casino - Player's account is blocked, preventing withdrawal.
Resolved
Our verdict
Case closed
Amount: 1,900 R$
Wildsino Casino
Safety Index:Below averageCase summary
Discussion
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6 months ago
Translation
Good afternoon
I'm here to ask for your help, because my account was blocked and my balance is stuck in the casino, I have already sent all the documentation requested in their support email bank statement, photo of my identity front and back, selfie holding the document, and they do not verify my account then after everything sent for several days trying to do the verification, they told me to send it in the verification tab of the site,knowing that I have already informed them in a previous email that I can not enter my game account, because they blocked me, as I will send a print of my cell phone screen here, I can not log in to the account anymore and the only way to verify mine is by email, so I can not send it through the website tab and only through the support email,
as you can see in the second print of the email they want me to send it through the game tab where I no longer have the
where I no longer have the access they blocked, thank you in advance and I count on your help.
from their support
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6 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildsino Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the verification requirements and your account status? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
TranslationGood morning
the time was on average 6 days ultilzando until they blocked me, blocked me for more than 30 days already, no
ULtizei no
bonus,about my games were electronic games and casino,I will send in your e-mail all the email that I sent and received from them since already thank you for the help
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6 months ago
TranslationGood morning
email tomas@casino.guru I'm waiting for a response so that we can resolve this issue together. Thank you very much for your help.
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6 months ago
Dear All,
We would like to inform you that the request is under investigation and we will be back with an update in the nearest time possible.
Your patience and understanding is highly appreciated!
Best regards,
Wildsino.com
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6 months ago
Dear Erico395798,
We would like to inform you that your pending withdrawals were processed and paid out from our side.
Your account will remain closed per management decision ( point 3.9 from our Terms and Conditions).
We hope this clarifies the matter for you!
Best regards,
Wildsino.com
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6 months ago
TranslationGood morning, I would like to thank you for your beautiful work, you are wonderful, always helping us bettors, congratulations, thank you very much for helping me after you talked to them, they processed the payment, thank you very much and congratulations to all your team. a big hug!
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Erico395798,
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,
Tomas
