Wheelz Casino - Player’s account locked after deposit and verification.

I signed up then I sent a deposit through gigadat after my deposit was accepted my account was locked demanding verification so I sent my ID my bank statements proof of deposited the whole nine yards still they won't unlock my account

Dear burkesgareth,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you're experiencing with your account verification and deposit at the online casino.

To assist you better and work towards resolving this issue, could you please provide some additional details?

• Can you specify the exact date and time when you made the deposit through Gigadat?
• Could you provide any communication you’ve had with the casino support regarding the account lock and verification process?
• Have you received any feedback or specific reasons from the casino about why your documents were not accepted?
• Could you forward the proof of deposit to petronela.k@casino.guru for review?
• Have you tried contacting the casino support team again to follow up on your verification status? If so, please share any recent responses or updates from them.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello I sent a email I don't know if it was recived I deposited on aug 3 I sent the proof to the above link. I contacted the casino and submitted both my ID my girlfriend ID as well as the recipt for the deposit proof of phone ownership address proof and still they will not unlock the account I will send the proof to the link again today thank you

Thank you very much, burkesgareth, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

PS: I’ve updated the disputed amount, as the deposit receipt shows $20 instead of $100. I made this adjustment to ensure accuracy before proceeding with your complaint.

Thank you all I want is the money back after which wheelz can close my account thank you

Hello burkesgareth,

I'm Michal, and I have taken over your complaint. After carefully examining your case, it is clear that you have acknowledged depositing funds using a payment method that is not directly associated with you. This action constitutes a violation of the casino's terms and conditions.

Furthermore, the casino has this clearly mentioned in its FAQ

This regulation is widely recognized as an industry standard and is typically present in nearly all online casinos. I will reach out to the casino to determine if it is possible to refund the deposit to the original payment method.

We would like to invite Wheelz Casino to join the conversation.

Dear Wheelz Casino,  

It has come to our attention that the player may have inadvertently violated your policies, which justifies your decision to close their account. Nevertheless, we would be grateful if you could consider refunding the deposit. Would this be feasible for you?

Hello Michal and burkesgareth,

Thank you for getting in touch with us, we are happy to help.

We have looked into this and can confirm that your account has been blocked for verification since the deposit came from a payment method which did not belong to the account holder. We had therefore requested documents, of which the ID, third party ID and proof of deposit have been approved. Your Proof of Address and Proof of Phone number have been rejected since we require a proper Utility Bill and official phone bill.

Before a withdrawal can be made, the account would need to be verified. We therefore kindly ask you to provide a Utility bill, bank statement, government letter or phone bill not older than 3 months with your name and address on it. Kindly note the following terms apply:

"5.8 - Wheelz reserves the right to perform background checks on any player and request any relevant documentation such as a copy of your passport or other identification documentation as part of the Wheelz Know Your Customer ("KYC") procedures, at all times and, for any reason, including (but not limited to) any further checks into the identity of the player, any credit checks performed on the player, or any enquiries into the player’s personal history. The basis for such checks will be dependent on the specific case, but could include (but is not limited to) verification of the player’s registration details, such as the name, address and age, occupation, verification of the player’s financial transactions, financial standing, source of wealth, source of funds and/or gaming activity. Wheelz may also request any documentation previously provided which would have later on expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time. Any non-completion or non-cooperation for documentation requests will result in Account termination and/or transactions being withheld across all our sister sites. Wheelz is under no obligation to advise the player of such checks taking place. Such activities may include the use of specific third party companies, who perform the investigations as required. Wheelz may decide at its sole discretion to terminate a player’s Account, and withhold all funds in such Account, on the basis that such an investigation provides a negative or uncertain conclusion.

If, on completion of Wheelz’ verification checks, you are shown to be underage and/or registered under false details:

• Wheelz may, at its discretion and depending on the payment method used, decide to return deposited funds to you, but no winnings will be paid;
• All transactions made whilst you were underage will be made void, and all related funds deposited by you will be returned by the payment method used for the deposit of such funds, wherever practicable; and
• Your Member Account will be closed."

Should you have any further questions, please do not hesitate to ask.

Kind regards,

Wheelz Team

I have supplies the address verification as well as the phone verification and I want my money back

How do I add screenshots please

Dear burkesgareth,

Adding screenshots should be straightforward. Either try copy --> paste in the response window.

Or you should have this icon available in the response window ...

Once you click on it another window should open and search for the pictures you want to share.

I have sent the phone bill to you as you can see it's in the name of frank Burke my father and I will now send my internet bill to you

Please help me get my money back I have called my bank and because it was an etransfer they do not think they can get the money back however they say it sounds like I scam I will call and see what further action can be taken tomorrow all I want is n'y money back please help

Hello I sent the documents to you so you can see I've met the criteria please get my money back or at least change the rating of this casino on the guru site.thank you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal and burkesgareth,

Looks like we have received all the documents in an acceptable form except for the phone bill.

The phone bill that you have sent is missing some details and for that reason it has not been verified yet and it gets rejected. Please upload the phone bill as a full document and not as a snipped one that also shows the company logo.

After we receive this document your account should get verified.

Should you have any further questions, please do not hesitate to ask.

Kind regards,

Wheelz Team

I sent a phone bill that shows all the info it not in my name its in the name frank Burke my boss who is away on vacation when he returns I will get it. At which time I will want n'y money back I do not elwant anything to do with your casino

Dear burkesgareth,  

I would appreciate it if you could inform me once you have forwarded the requested phone bill to the casino team. This will enable them to verify the information, and if everything is fine, proceed with the return of your deposit.

I have sent the phone bill to them

The bill I sent is full it's not shipped or tampered with

Please instruct the casino that I have prove where the deposit came from and proof of my âge and to return the money to me thak you

I have sent a new ph9ne bill to wheelz today thank you

Hello u have submitted all documents to wheelz and still they refuse to let me play and refuse to send n'y money back who do I contact to take further action please

Dear burkesgareth,  

Have you provided the phone bill in the format specified by the casino team? I understand your dissatisfaction with the whole situation, however, the casino needs to follow certain rules and regulations. If you believe the casino team is not addressing your case adequately, you are free to reach out to Wheelz Casino's official dispute resolution organization, eCOGRA.

Dear Wheelz Team,

Could you please provide clarification on the reason for the delay in processing the player's refund?

I submitted all the documents in full I will reach out to them and ask for my refund

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello burkesgareth and Michal,

Thank you for getting in touch with us again.

We have received the newly uploaded documents which have since been reviewed by the relevant department. The phone bills uploaded have been rejected as they are the same document which had been rejected before and is missing the phone carrier logo.

We therefore kindly ask you to upload a phone bill with your name, mobile number and phone carrier logo showing to your account please.

Should you have any further questions, please do not hesitate to ask.

Kind regards,

Wheelz Team

Dear burkesgareth, 

Please make sure you upload a phone bill with your name, mobile number, and phone carrier logo showing on your account please. As you previously uploaded the same phone bill that was rejected before it is quite understandable that it was rejected again. It is important to recognize that the casino team is unable to process the refund without the necessary documents being submitted. To ensure a prompt refund, it should be in your best interest to provide the requested documents in the specified format.

This is an impossible thing to do as the phone is not in my name I told them this from the start. I have proven who I am and where the deposit came from I want my money back

I am not looking for a withdrawl I am asking fir a refund two entirely different things please give my money back

Hello burkesgareth and Michal,

Thank you for your reply.

We would like to inform you that we have now received a dispute through eCogra addressing the same concerns and will therefore address it on their platform going forward.

Our team is committed to handling all issues with the utmost care and transparency, and we will work through the appropriate channels provided by eCogra.

We appreciate your patience and understanding as we work towards a resolution.

Kind regards,

Wheelz Team

Thank you for the update, Wheelz Team.

Dear burkesgareth,

Since you have escalated your case to the casino's official Alternative Dispute Resolution body, eCOGRA, we have to wait for their decision. I will in the meantime close this complaint as waiting for the regulator's decision. Thank you for your understanding.

Please keep me updated on any developments or the outcome from eCOGRA at michal.k@casino.guru