The player from Canada had made a deposit mistake which had led to her account being blocked until verification. Despite her numerous attempts to verify residency with documents other than a utility bill, her documents had been continually rejected and her deposit had been retained since April 26th. The Complaints Team had intervened to clarify the importance of KYC procedures and asked for more information to assist in resolving her issue. The player later confirmed that her problem had been resolved. Consequently, we had marked the complaint as 'resolved' in our system.
Wheelz Casino - Player is struggling to verify address and restore account.
Amount: Can$25
Wheelz Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
I deposited 25.00 via etransfer ,but instead of depositing using order@orderdeposit.com I deposited using etransfer@orderdeposit.com however the message number's and letters were correct,now the casino has blocked my account and are asking for verification.they want a utility bill ,after explaining to them I don't get utility bills as there included in my rent they refuse to release my deposit.. I've given them bank statements, picture ID which they approved . However for proof of address out of the 15 documents I've supplied they rejected everyone of them. They have had my deposit since april 26 they won't approve any document unless it's a utility bill and they won't return my deposit.plz help
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6 months ago
Dear kbbest98,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that providing a Proof of Address seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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6 months ago
Dear kbbest98,
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.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kbbest98, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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
