Wildsino Casino - Player’s withdrawal requests are blocked.

wildsino rejects documents sent multiple times. Rejects withdrawal requests. Now withdrawal requests are blocked. Kyc review started on 8.3. It is about a PDF bank statement saved in my online bank for the required period 10.2-10.3. My online bank does not receive a bank statement in any other format. I will send the bank statement to casinoguru. I politely ask Guru to have a discussion with wildsino casino about what is wrong with the bank statement. There is nothing else available in SPANK.

Dear Koppari,

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.

What specific issues did the casino mention regarding your bank statement?

In what language did you provide the bank statement?

Could you please send the bank statement to my email address at dominika.l@casino.guru?

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,

Dominika

Account statement sent to your email on 14.3

14.3 uploaded documents rejected. The casino's reason for rejection is "no information is missing but you have converted the Html format bank statement to Pdf format and therefore the document is not original."

Dominika, I have sent you all the materials uploaded to wildsino.com by email.

Today, March 16, the chat agent asked to send the downloaded documents by email. After seeing them, he said "strange, the documents are in the requested PDF format"....but rejected

Today, 16.3 evening, the withdrawal request was canceled and the funds were transferred to the game account balance. Re-submitting a withdrawal request is blocked!

Yesterday, wildsino.com/chat agent Seppo said after seeing the sent document, "strange, the document is a PDF as requested", and today agent Aimo says the documents were rejected and asks for the same document again, probably for the 10th time.

A big plus for WILDSINO.COM casino...DEPOSITS WORK, and the CUSTOMER SERVICE agents all have different but confusing answers....17.3.2025 withdrawal requests rejected, documents rejected, withdrawal request blocked.

Today, previously uploaded documents were rejected again and the same document is being requested that was uploaded and sent by email several times since March 8. Withdrawals blocked.

I'm trying to upload the bank statement sent to wildsino.com casino here for everyone to see and comment on.. it's a requested pdf directly from the online bank page, which has been rejected 10 times already and thus prevents a withdrawal request from being made....really Fair!

Dominika, could you please respond and comment on the document I sent to your email.

Dear Koppari, did you download your bank statement in PDF format and upload it in the same format? If so, was it rejected despite that?

Also, could the rejection be due to the bank statement being in Finnish instead of English?

Yes, I saved it in PDF format from my online bank page and uploaded it to the wildsino.com/profile kyc section. The bank statement is in Finnish and I've never heard that it should be in English...it's unlikely that you'll even get it in anything other than Finnish. I sent you the same document by email for your comments.

The bank statement I sent for the requested period is directly from the S-BANK online banking page...it has not been edited, changed or manipulated. This is how it has been accepted at other casinos in kyc confirmations...in wildsino's chat, Finnish agent Seppo stated that it complies with the request after seeing it.

Thank you very much, Koppari, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Koppari, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply. In the meantime, can you please specify if your bank sends you monthly statements at the end of each month or if you can only download the transaction list from your online banking?

Dear Wildsino Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Please specify why the bank statement the player provided was rejected multiple times and why the player received no explanation regarding the reasons for the rejection.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello, the bank does not send separate monthly bank statements. Yes, it is available for download from the online bank and you can search for account transactions from the desired period. After which it is saved and forwarded. I have sent Dominika all the bank statements downloaded to wildsino.com casino.

Dear Koppari,

We are sorry to hear about your experience.

We would like to clarify that we have approved the statement you sent us, however additionally we need a statement of your other bank account FI94******026065 for March, in PDF format, showing all transactions during that period, including the deposits to us and the IBAN number, you had used the account to make a deposit of 40 EUR on the 11th of March.

We are kindly waiting for your update.

Best regards,

Wildsino Team

Thank you wildsino.com for finally responding and, unlike the previous notification, that the document I sent was approved. Now you are asking for the document for the first time, the bank statement of the deposit made from my different account on 11.3. So far, all your requests have been from 10.2-10.3.2025 and rejected. The deposits are 7.3 and 8.3, the withdrawal request which has been rejected several times since 8.3 and ended up in the "withdrawal blocked" status in my profile. The document requested now has not been requested by wildsino.com before.

On March 28, 2025 at approximately 5 p.m., I uploaded a bank statement from a deposit made on March 11 to my wildsino.com casino kyc profile.

"Review" of document uploaded on 29.3 started. Withdrawal request blocked.

28.3 uploaded still "under review", wildsino.com states processing time 24h. Withdrawal blocked.

.....could casino.guru finally take a stand on this?

Dear Wildsino Casino, let us know once you review the new document from the player that he uploaded on 28th March.

Dear Koppari, I understand your frustration, but please be informed that casinos are within their right to verify all payment methods used for deposits. If you used several bank accounts, then the casino can ask you to provide bank statements to confirm your deposits to your casino account from all of them. However, I'd like to point out that such requirements should have been provided earlier, and this is concerning that the casino mentioned the missing document only a few weeks after the deposit in question was made. Hopefully, when we know what the matter was, the casino will deal with the verification faster, and you will be able to submit a withdrawal request.

Again, on March 31, 2025, a new document request came to my wildsino.com profile. Here, I don't say what I want to download.

Today, March 31st, they are asking us to send documents again, but they don't tell us what they want now?

On 31.3 wildsino.com announced that the account was verified.

I made a withdrawal request on 31.3 and it is still "under review" as of 2.4. I made another withdrawal request on 1.4 and it is also "under review".

Thank you for updating us, Koppari. I hope that your withdrawals will be processed fast since your account was finally verified; however, bear in mind that in some cases, it may take up to 14 days for a withdrawal request to be processed, so please be patient. I don't recommend you cancel your requests if it takes longer than expected, otherwise, you would need to wait even longer.

I will keep your complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

After a very difficult and frustrating process, I finally completed my withdrawal. I would like to ask the guru to inform wildsino.com casino that my account is being permanently closed. I asked in the chat today to close the account but the chat will not do it.

Dear Koppari,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side on April 3rd, 2025.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

3.8 :- Self-exclusion request: you can contact the customer service via e-mail: support@wildsino.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

As per our terms and conditions point :- 3.8. We kindly request you to please send us your closure request, as new email to :- support@wildsino.com, so we can proceed further with your request accordingly.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Wildsino Team

Dear Koppari,

I'm glad to hear that you finally received your withdrawal from the casino. As per your account closure, please, contact the casino support via email (support@wildsino.com) as specified by the casino representative in their last message. I hope they will proceed with your request quickly.

I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru