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On the 4th of November, I won 120 euros at Wild-Tornado and wanted to withdraw my winnings. My account is already verified, but I was asked to send screenshots of my Skrill account even though I paid through Rapid Transfer. I've made numerous withdrawals in the past without any issues, after inquiry, they told me that they needed screenshots. I sent them, but the majority of the screenshots were not accepted.

Habe 4 November bei Wild-Tornado 120 Euro gewonnen wollte diese auszahlen lassen.Mein Konto ist bereits verefiziert,aber sollte dann von meinem Skrill Konto Screenshots schicken obwohl ich per Rapid Transfer bezahlt habe.Habe schon des öfteren auszahlen lassen und da gab es bisher keinerlei Probleme,laut Nachfrage brauchen sie die Screenshots, diese habe ich geschickt aber ein Großteil der Screenshots wurde nicht akzeptiert.

Dear Silvia1967, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. Kindly keep in mind that casinos are eligible to request additional documents for verification if necessary.

Could you please advise if you ever made any deposits via Skrill? Have you received any explanation as to why your screenshots were rejected?

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

Best regards, 

Veronika

Hello! I didn't deposit via Skrill but via Rapid Transfer. No, I didn't receive any explanation, withdrawal has been pending since Saturday. It was only after I asked that they suddenly needed something from Skrill, which I personally can't understand because I use Skrill I have never paid anything in, but as I wrote above, only via Rapid Transfer.

Guten Tag!Habe nicht per Skrill einbezahlt sondern per Rapid Transfer.Nein habe keine Erklärung erhalten, Auszahlung steht seit Samstag auf Außerdem kam erst nach dem ich nachgefragt habe das sie plötzlich von Skrill etwas brauchen,was ich persönlich nicht verstehen kann da ich über Skrill noch nie etwas einbezahlt habe, sondern wie schön oben geschrieben nur über Rapid Transfer.

Dear Silvia!

We apologize for any inconvenience you may have experienced during the verification process. We understand that the requirements and process may have been frustrating. Your feedback is very valuable to us and we appreciate your patience.

We would like to let you know that the account verification process has been successfully completed and we appreciate your efforts in meeting our requirements.

This procedure is important to ensure the safety of you and your funds, so you have no reason to worry.

Currently, we are closely monitoring the situation that has arisen. However, we would like to clarify that in some cases payment delays occur and this may be due to the work of our financial providers.

In this particular case, we have processed your payment request on our end, but we have received a message from the provider that the transaction may take a little longer than usual. We are confident that your funds will be paid to you, but due to circumstances beyond our control, this may be delayed.

If you have any further questions or need assistance, please contact our support team for a quick resolution.

Thank you for sharing your experience with us, and we sincerely hope that your future interactions with our platform will be more enjoyable.

Best regards,

WildTornado Casino Team

I still don't understand all the harassment and why it takes so long when I've sent everything. It's pure harassment and stalling tactics and it's an impudence, you always hear the same thing. An email just came that the money is being transferred, let me know as soon as that happens There is money in my account.

Verstehe trotzdem die ganzen Schikanen nicht,und warum das so lange dauert wenn ich alles geschickt habe.Das ist reine Schikane und hinhaltetaktik und eine Frechheit man hört immer das selbe.Es kam gerade eine E-Mail das Geld angewiesen wird,sage Bescheid sobald das Geld auf meinem Konto ist.

Dear Silvia!

We can see that the withdrawal has been successful so far 🙂

We would appreciate it if you could let us know as soon as you receive the payment in your account so we can make sure the situation is resolved.

Thank you for your cooperation!

Best regards,

WildTornado Casino Team

I will do that. Thank you very much

Werde ich machen Vielen Dank

The whole drama continues, I have received a payout email but the money is supposed to be paid into the Skrill account even though I have pointed out several times that I have never paid anything with Skrill but always with Rapid Transfer. This is really starting to get on my nerves.

Das ganze Theater geht weiter, habe zwar Auszahlungsemail erhalten aber es soll auf dem Skrill Konto das Geld bezahlt werden obwohl ich schon etliche Male darauf hingewiesen habe das ich mit Skrill noch nie etwas bezahlt habe sondern immer mit Rapid Transfer. Schön langsam geht mir das wirklich auf den Wecker.

Can you please send me the screenshot of your withdrawal request? My email address is veronika.l@casino.guru.

Can't send them anything because the email isn't available. What I sent came back

Kann ihnen nichts schicken da die Email nicht vorhanden ist.kam wieder zurück das was ich gesendet habe

There is money in the account.

Geld ist am Konto.

Do I understand correctly that you received your winnings? May we consider this complaint resolved?

Yes, thank you, it's done

Ja Dankeschön ist erledigt

Dear Silvia1967,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru