Wheelz Casino Ontario - Player’s withdrawal has been delayed due to verification issues.

I've tried to verify my ID like 10 times and it's never working. In one section it says the bank documents are verified and in another section it says it wasn't verified, which also makes no sense. This is such a frustrating experience and my funds have been in there for over a year now. I've signed up with many other casinos and online poker websites. This company is clearly scamming new customers and keeping their funds.

I've complained the customer service who just keeps insisting to do the verification again.

Dear amar3070,

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.

• Could you please specify the amount you are attempting to withdraw from the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents you have already provided?
• Feel free to share screenshots supporting your case. Any supporting communication in the form of chat transcripts or email communication, please forward to my email at tomas@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,

Tomas

Dear amar3070,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.