Wildz Casino Ontario - Player's withdrawal is delayed due to verification issues.

I requested a withdrawal from Wildz on September 14, 2025 and have yet to receive any payment. They exited the Ontario market on October 15, 2025, but prior to that I was going through an unreasonable source of funds verification process with them. I would provide them with documents they requested, but they would come up with excuses for why they could not accept them. It got to a point where I was able to verify how I funded my account with them (I provided gaming winnings from another site), but they ended up asking for a source of funds for my source of funds, which is beyond unreasonable. I believe they were trying to stall the verification process until their exit from the market. After their market exit, I sent several emails asking for updates on my withdrawal, but they'd always reply that they are doing "routine checks" or "additional checks" regarding my account.

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.

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.

• Could you please forward me the most recent communication between you and the casino’s customer support regarding the verification requests? My email address is [email protected].
• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you already provided the source of funds document to the casino for verification? If so, when exactly was it submitted?
• Are there any documents that are still pending 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

Hi Veronika,

I've forwarded you the last email where they request documents from me. See the answers to your questions below. Thanks so much for your help!

Have you made any successful withdrawals from this casino before?

No

What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

Sports only

Have you already provided the source of funds document to the casino for verification? If so, when exactly was it submitted?

• Submitted bet365 P&L statement on September 18, 2025 (They said this was not sufficient)
• Submitted Fanduel player activity statement on September 19, 2025 (They claimed this was outdated and did not explain my deposits with them in August and September 2025)
• Submitted ToonieBet P&L statement on September 24, 2025 (This document did not have my name so they did not accept it)
• Submitted my August 2025 bank statement on September 26, 2025 (Not accepted due as it "did not clearly show the origin of the transactions credited to my account")
• Submitted my September 2025 bank statement as well as 8 screenshots of my ToonieBet account showing withdrawal history, my full name, withdrawal amounts, and dates of transactions on October 3, 2025. They accepted this as source of funds verification, but still did not unlock my account or process my withdrawal because they wanted to know how I funded my ToonieBet account, essentially asking for a source of funds for my source of funds. The email I've forwarded you is the one where they request this. I find this extremely unreasonable because I had already submitted P&L statements from two other sportsbooks that they claimed was "outdated", which easily could have funded my ToonieBet deposits.

Are there any documents that are still pending verification?

No

Dear eightyfive

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Adam ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello eightyfive,

I have reviewed your case and I will contact the casino to see if we can get a little more information from them about what is required from you.

We would like to invite Wildz Casino Ontario to join the conversation and participate in the resolution of this complaint.

Dear Wildz Casino Ontario,

Can you please clarify exactly what is required from the player to complete the verification, and why the documents provided so far are not sufficient?

Kind regards,

Adam

Hello eightyfive and Adam,

After thoroughly reviewing this case, we can confirm that all documents have been verified and no further documentation is needed from the customer at this point. However, we are still conducting some routine checks on the account and will inform eightyfive as soon as we have more information.

Thank you for your patience and cooperation in the meantime.

Best regards,

Wildz Casino Team

Hello Wildz Casino Ontario,

Many thanks for the information and the update.

Please let us know when the checks have been completed.

Kind regards,

Adam

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear eightyfive,

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,

Adam