The player from Canada deposited approximately $60 and won up to $200 but faced issues when attempting to cash out due to KYC verification failure. He requested a deposit refund instead of sharing more personal information, yet has not received an update on his refund request in several days.
WildWin.io Casino - Player's withdrawal is denied, seeking deposit refund.
Opened
Current status
Waiting for player to reply
6d 16h 26m 28s
WildWin.io Casino
Safety Index 5.4 Below averageCase summary
Discussion
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Public
2 days ago
In 19th of june i deposited in this casino the amount of about 60$ and gambled there, ended up having some luck and got to 200$ balance, however when i went to cashout they required KYC procedure, i done it but their system denied it even tough the documents were fine
I dont feel comfortable sharing more data with them considering they got my ID information and still refused to pay my cashout so i requested a deposit refund instead so i dont bother going through that process and risking leaking my own data to them and other people.
Its been a couple days since the refund request was done and i didnt got any other information from the casino since.
I ask for casino guru staff to help at least get my deposit money back since they refuse to let me keep my winnings
No bonuses were used
Amount fully played on casino
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7 hours 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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7 hours 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.
- Which documents did you send to the casino for KYC verification?
- Am I correct in understanding that none of your documents have been approved by the casino?
- What explanation did you receive as to why your documents could not be verified?
- Did you provide all the requested documents on time and in the correct format?
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
