Wheelz Casino - Player's account has been blocked.

A year ago,,almost exact my boyfriend put some money from his card into my Wheelz account. Instantly the account was frozen. Completely understandable. My boyfriend works out of town and didn’t have photo I’d so I was unable to verify till I had this document. Fast forward to now he had his id so I submitted the documents. All were accepted accept his bank statement. They kept telling me that what I had given them wasn’t efficient because it didn’t have him name visible and if I found the transfer with him name visible then it still wasn’t efficient. Only it was efficient the refferemce number was right next to the transaction it took me 3 days to finally find an agent in the company who actually viewed the statement I submited

and it very clearly has all the info. So that agent escalated the insident. This agent was awesome he would send me emails when the proper staff was at work to fix my issues so I could not only have access to my account, but have access to MY MONEY that was sitting in limbo all year. In a casino I invested ALOT of money in.

i was told by an agent that once the doc was verified; his words " that’s all, nothing more, nothing less" so Omce the good agent escalated my issue I waited patiently, left him a nice review In the mean time and by morning all the docs were verified but still no access to my money or my account. So I reached out to support amd asked them was told I was restricted because of a deposit at a different casino needed to be verified. A casino I had just joined called spinz and so I said that this was frustrating and I didn’t understand why so much resistance on the casinos end but that o would provide what was asked. I went to log on to casimo amd

it was locked. For no reason the info was my name, my email, the payment was from my bank!!! But I wasn’t able to login to view the day I deposited or the amount so I could go find the verification email so I went back to Wildz and in the chat the rep asked me " kindly to withdrawl my money because they were closing my account. I asked why amd stated I was unsure why they made me jump through the hoops that they did only to be told I was restricted, and for what reason. The only explanation I received was that management advised to close my account. Worst experience ever. I spend a lot of money online. I have spent lots at that casino and what happened to me was wrong

Dear sofieandheather0321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

„4.14 - In relation to deposits and withdrawals of funds into and from Your Account, you acknowledge that you shall only use such credit cards and other financial instruments that are valid and issued by lawful institutions and that legally belong to you. We retain the right to prohibit the use of company credit cards."

Furthermore, please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you and we cannot force the casino to reopen your account.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

I was asked to verify a lot of different things so much that it took over a yesr to finally meet there standards once I did everything they asked they closed my account

Thank you for your reply, sofieandheather0321. Unfortunately, you breached one of the main online casino rules and we understand the casino's decision to close your account. I am sorry, but there is not much more we could do here, we cannot force the casino to go against a rule like this.

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 any other casino and we will try our best to help.