Wildzy.io Casino - Player’s winnings haven’t been received yet.

Hi - waiting for a withdrawal to be accepted of 2300 euros. Read a lot of bad reviews unfortunately after the win. Their customer service is good (chat) I needed to send documents, ID bank card & adfess. Apparently it takes 48 hours to get approved?

read somewhere that they don't accept Swedish players? Please help I need my winnings

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Dear Haannaahhaa,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I received this response today after attempting to withdraw since Thursday. I am KYC verified.

They blocked my account - I didn't see the money go to waste. Can I request a chargeback?

Dear Haannaahhaa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no they denied my withdrawal, blamed it on me filling in the wrong country. Which I didn't have, I know. Then they delayed everything despite approved kyc. Then they blocked my account.

Dear Haannaahhaa, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

• no I had just made lots of deposits. No withdrawals

• KYC approved

• did not use any bonus

• casino games

I chatted with them several times - they blamed different things each time why the withdrawal was delayed. I have no more chats - then my account was locked.

Dear Haannaahhaa,

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, Jana, (jana.k@casino.guru). 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,

Karla Mayfly

Dear Haannaahhaa,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Wildzy.io Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Dear Wildzy Casino,

I am formally requesting a full refund of all my deposits.

According to your own terms, players from Sweden are not allowed to use your services. Despite this, you allowed me to register, deposit, and play without any restriction.

This is misleading and constitutes a breach of fair consumer practices.

Additionally, my withdrawal has been delayed despite my KYC being fully approved, which further raises concerns about your operations.

If this matter is not resolved promptly, I will escalate it to your licensing authority and initiate chargeback procedures with my bank.

I expect a full refund of my deposits.

/ Natalie

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Why should we wait another 7 days? They don't accept Swedish players, even though the website is in Swedish. The whole site is a scam? I demand a refund!

??

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana