Wheelz Casino - Player is struggling to pass the KYC.

.my acct closed my management. I've uploaded what they asked, and some verified then others kept asking to upload again. I did again, then it ask me again. Now acct closed and my 200. All I was told to answer this questionnaire. Really ridiculous

Dear chantels0210,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Unfortunately, sometimes casinos require certain documents more than one time if it has been provided in the wrong format or of insufficient quality.

Which documents you have already provided? Have you received any explanation from the casino about what is wrong with your documents?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I've sent verification of card, proof of ownership. And no they did not explain why or if there was something wrong with the documents. All I know is when I logged back in, I asked me again to upload them I did it about 10 times.

Thank you very much chantels0210 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello chantels0210,

I looked at your complaint and will do my best to help you. I would like to invite Wheelz Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hi chantels0210,

I have checked this issue and can see that you have done a 3rd party deposit on your account which is breaking our terms and conditions. When we asked for documents to verify your account, unfortunately, some of the documents were blurry or did not include all the necessary info.

I can also see that the 200€ was confiscated as you did a chargeback for those funds after depositing.

If you wish to still use your account with us, please be in contact with our customer support.

Thank you and I wish you a nice day!

Best regards,

Sebastian

Customer Representative

Wheelz

I didn't do a chargeback. My account I couldn't do anything with. Just speak with customer service or upload documents and go into profile. I couldn't go into the deposit part or withdrawal as a statement comes up" account is blocked and temporary limited, pls contact customer support"...

It's a joint account that I have and did the payment through. So how is that breaking the rules.

Hi chantels0210,

Thank you for your response.

Your account was limited due to the KYC process and this is why you were not able to deposit or withdraw. The photos we got from you to verify your account were blurry and unreadable, unfortunately, which caused the KYC process to prolong.

Seems you did not inform us about the 3rd party payment method being a joint account. However, the chargeback was made on the 3rd party account and for this reason, we have withheld the funds. Please note that using a 3rd party payment method or doing a chargeback is breaching our terms and conditions.

Please note that due to multiple breaches of our terms and conditions, you are no longer welcome to our site.

I wish you a nice day!

Best regards,

Sebastian

Customer Representative

Wheelz

But it is not a 3rd party. It's a joint account. How is that third party.

Dear Casino,

please, send me evidence that chargeback was made on the 3rd party account. My email: viliam.v@casino.guru

Hello chantels0210, Viliam,

Thank you for your replies.

Viliam, I have forwarded the evidence now to your email.

Chantels0210, I have reviewed your account again and we can not see you would have ever notified us the card **5701 is connected to a joint account. In fact, on the 3rd of April, 2022, you were in contact with our Customer Support in Live Chat and mentioned this card being a prepaid card. Should you have the transcript saved on your email, you will find this chat with incident number #2644649.

We can also see in our system, that the cardholder name inputted for this card upon depositing was not your name, but another name, S**** B*******. Based on this, we have reasonable doubts to suspect this is a 3rd party payment method, even though we haven’t been able to fully confirm it, as you did not provide us with a Proof of Ownership for this card. The pictures of the card you sent us do not show a name.

In addition to making a chargeback, you had also created multiple accounts on one of our brands, Wildz, with different details. These are both breaches of our Terms and Conditions and your accounts with us have been permanently closed as per management decision. This also means the 200 CAD will remain confiscated and shall not be returned to you.

Please see the following clauses of our Terms and Conditions:

5.2 - You may only hold one Account with us at any single point in time. We reserve the right to close any multiple Accounts opened in the same name or in any way referable to the same person. At Wheelz’s sole discretion, and in the event that we consider that multiple Accounts have been opened in genuine error, we may agree to credit one Account which you have opened with us with any balance remaining on your additional Account(s). Should we have reasonable grounds to believe that fraud has been committed or attempted, we reserve the right to cancel any related transaction, any Bonus or any other promotion without prejudice to any other action. In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘Bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional Bonus or benefit.

6.15 - You acknowledge that we shall have the right to block a Wheelz Account should we receive a chargeback request concerning that Account. When a chargeback request has been received, we will contact you as the registered Account holder, to seek confirmation of your identity. If necessary, we shall also ask you to confirm your preferred method of payment. Reminders may be sent if the requested confirmation is not received. Administrative fees may apply in such cases, and the balance of your Wheelz Account may decrease in the case of unduly incurred chargebacks, reversals, or other charges we may sustain concerning Your Account. You are to note that any remaining funds held in a Wheelz Account which has been blocked due to a chargeback request, shall be treated as though they were funds on an Inactive Account.

I wish you a nice day!

Best regards,

Jenny

Casino Representative

Wheelz

I thought that one card was prepaid was mistaken. It's a debit /Visa bank card, so there would not be a name on the bank card. I used his card at the time due to my card was lost.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.