Home Complaints StickyWilds Casino - Player has been accused of opening multiple accounts.

Amount: €50

StickyWilds Casino - Player has been accused of opening multiple accounts.

7.4/10 Good reputation Submitted: 31 Jul 2020 | Resolved : 05 Sep 2020
Our verdict

Case closed

RESOLVED

Case summary

141 days ago - 05 Sep 2020

The player from Germany has been accused of opening multiple accounts. Casino forfeited all winnings generated from the play and blocked the account.

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I won € 50 at the casino listed above and wanted to have this amount paid out. The next day I received an email that my withdrawal request was rejected because I supposedly had several accounts with this casino and I had spread "fake info". My account was also blocked after this email so that I can no longer log in there.

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Dear Phenne,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Have you redeemed any promotional offers in this casino?

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,

Petronela

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Dear Petronela,


Thank you for your fast reply.


Yes, my brother, who lives in the same household, has also opened an account in the casino listed above. However, he did not use any of the casino's promotional offers and made no deposit at the casino.


I used the following promotion: "Risk Free First Deposit - Double up or Get it Back!" Here I paid € 25, wasted it and got it credited back to my player account the next day as described in the promotion. I then used this € 25 to continue playing and turned it into € 50. I wanted to have this profit paid out, but the next day I received an email from the casino that my withdrawal request was rejected and my profit was canceled. I also no longer have access to my player account.


Thank you for your continued efforts and best regards,

Philipp

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Dear Phenne,

Thank you for your quick reply. Could you please advise if your brother’s account is still active? Was his account verified successfully in the past? 

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Dear Petronela,


yes, my brother's account is still active. However, the account has not yet been verified because it has neither made a deposit / withdrawal nor taken advantage of a promotion.


Thank you very much & best regards

Philipp

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Thank you very much Phenne for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Hello, phenne91.


In this case, we need to contact the casino and find out if your account is connected somehow only with your brother's account or there is another connection as well.

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I would like to invite casino representatives into the discussion. Please explain to us what happened in this case and why phenne91's account was blocked.

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What happens now that the casino hasn't contacted you?


I would like to continue to receive my properly earned winnings.

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We extend the time one more time. If they failed to respond, we would mark the complaint as unresolved - it will be published and negatively impact the casino rating. 


If they would like to improve their reputation, they need to solve the case.

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We would like to ask the StickyWilds 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’.

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Hi, Sorry for the late reply here. The payments department has looked into it further and there are some incorrect information on your account which looks fake, but might have been some error with Chrome auto-fill or similar during your registration. They have reinstated the account, the funds on the account and sent you an email. Please log in and update your personal information, then you can request the withdrawal once more.

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phenne91, could you please give us some update regarding your situation?

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Hello,


my account was reactivated by Sticky Wilds. Then I wanted to cash out my winnings. I first decided on a bank transfer, but the casino rejected it on the grounds that no bank transfers were made to a German IBAN. Since otherwise only the BitBay payout method is displayed to me, I decided on this payout method. But here I've been waiting for my payout to be processed for more than 72 hours. In the live chat I was put off again and again and I was promised several times that my payout would be processed as quickly as possible.


So I ask Sticky Wilds Casino to finally pay me my winnings.

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Please kindly give them a few more days, and later let us know if the payment was successful or unsuccessful.

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Hello, sorry for the late update. I can see that the player's withdrawal was processed on the 21st of August.

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Hello,


the casino reportedly made the withdrawal on August 21st. To this day I have not yet been able to detect any incoming payments on my BitBay account.


I have now asked several times in the casino's support chat for a tracking ID in order to be able to track the Bitcoin transfer. So far I have only been put off by the fact that I will receive an email with the tracking ID. I haven't received this email until today.


In summary, I am still waiting to receive my winnings or at least for the tracking ID in order to be able to track the Bitcoin transfer. A Bitcoin transfer normally takes no more than a few hours.

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Sticky Wilds Casino representatives could you explain somehow why the withdrawal is taking so long?

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phenne91, please let us know when you receive the payment.

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Hi phenne,


Unfortunately, the withdrawal was returned in the end of last week from Bitbay stating that your account cannot receive these funds. Our support tried to contact you via email to ask you to make a wiretransfer withdrawal, or withdraw to another crypto account not associated with BitBay.


We are sorry for this inconvenience, but it is the terms and conditions of BitBay in works. Please log in to your account and make another withdrawal.

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Hello Sticky Wilds Casino,


My withdrawal request via bank transfer at the time was rejected by you on the grounds that no bank transfers were made to a German IBAN. Is this still the case or can I now request the payment to my German bank account?


If you still do not make bank transfers to a German account, I would like to make the payment to my crypto account "BUX Crypto". Is this possible?


I would be very grateful for an answer from you.

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Hi Phenne,


Yes, you can also withdraw to another Crypto address as long as it is not an account with BitBay.


Regards


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phenne91, let us know once the transaction will be successful, so that we could close the complaint

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The transaction was conducted yesterday by Sticky Wilds Casino and was successful.


Many thanks to the whole team at Casino Guro! Without your help, I would never have received my winnings!


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Dear phenne91,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.