The player from Germany has requested a withdrawal a week ago. It has been pending since. Player’s complaint has been resolved successfully.
StickyWilds Casino - Player’s withdrawal has been delayed.
Amount: €910
StickyWilds Casino
Safety Index:Below averageSafety Index
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6.3
StickyWilds Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
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4 years ago
Hi,
Stickywilds.com is delaying my second withdrawal about 910 Euro.
My first withdrawal was very fast on my ecopayz account, but my second is now 6 days old without any message. KYC is not asked at the moment.
When i asked the support it is always "we will do it as fast as possible". In their german FAQ they say it will take only 2 days.
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4 years ago
Dear Steffen,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have completed the account verification successfully in the past? Have you accumulated your winnings with or without an active bonus? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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, especially if it’s your first withdrawal. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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4 years ago
Translation
Hello,
I haven't raised a bonus or anything like that. It was raw cash! This is my second payout. My first withdrawal was in my Ecopayz account within 2 days. KYC is not required.
I am currently only being comforted.
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4 years ago
Dear Steffen,
I have checked terms and conditions, and this is what I found https://stickywilds.com/en/terms-and-conditions:
"Account verification
3.1 All accounts need to be verified for age verification, fraud prevention, payment processing, promotion restrictions, account closure, etc.
3.2 In order to withdraw the player must submit copies of all the following personal documents:
Copy of a personal identification document (ID, driver’s license, or passport)
Copy of a utility bill (gas, electric, water, telephone – must not be older than 3 months) with name and address as registered in player’s casino account
3.3 An additional authorisation form for credit card and documents may be requested from the Finance department
3.4 Please send copies of your personal documents through our LiveChat or via email to documents@stickywilds.com"
Could you please confirm that you have withdrawn your winnings in the past without completing KYC account verification? Thank you.
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4 years ago
Translation
Hello,
yes I confirm that I have withdrawn my winnings in the past without completing the KYC account confirmation. Stickywilds didn't ask about it.
My first payment is from July 28th, 2020
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Steffen, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
