The player from Finland had been unable to access her locked casino account at Wheelz Casino and withdraw her 100€ winnings. Despite having previously successfully withdrawn smaller amounts, her account got locked during an attempt to withdraw a larger amount, with the casino's customer service accusing her of misuse. Following the player's interaction with the Complaints Team and the casino, her account had been reopened and she had been promised her winnings. However, there had been delays in the payment, which led the player to lose trust in the casino. Eventually, the casino paid out the winnings, resolving the issue.
Wheelz Casino - Player’s casino account locked during pending withdrawal.
Amount: €100
Wheelz Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Wheelz Casino promises to have a good reputation, but in my case, this did not happen. I deposited 10€ into my gaming account via RapidTransfer, played, and won a total of 100€. I initiated a withdrawal and was surprised when my winnings were not visible in my bank account three days later. I tried to log into my casino account, but it was locked. Conveniently, this happened just as my withdrawal was pending. I contacted customer service who informed me of some kind of misuse on the casino's part, which is why my gaming account was locked. This is not true as I have always played honestly, this was pure fabrication. Was 100€ too large of an amount to withdraw because previous small withdrawals had reached my bank account without any problems. I believe I am entitled to my winnings, and my gaming account should not be closed right when a withdrawal is pending. If Wheelz does indeed have a good reputation, I'm very surprised, I should be able to claim my winnings correctly. How can one trust a casino that closes my gaming account just as a withdrawal is pending? This is incredibly rude treatment.
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11 months ago
Dear Miracle73,
Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with Wheelz Casino.
To assist you better, could you please provide additional details about your situation?
- When did you deposit the 10€ and initiate the withdrawal of your winnings?
- Can you specify any specific reasons provided by the customer service for the alleged misuse?
- Have you activated any promotional offer when placing your last real money deposit?
- Can you confirm if you've completed any necessary verification processes in the past requested by the casino?
- Have you received any written communication from Wheelz Casino regarding the account lock and the status of your withdrawal?
Could you forward any relevant communication with Wheelz Casino to petronela.k@casino.guru for further review?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
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11 months ago
Translation
Hello, thanks for your reply, I will send more information about the case to your email.
regards
Maarit H*******
Edited by a Casino Guru admin
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11 months ago
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Hello, I have received an e-mail from Wheelz's customer service that my account has been opened and the repatriated amount of €100 will be paid to my account today.
My account was locked due to the fact that they take care of their customers and when I had previously placed restrictions on my playing, they wanted to verify with a questionnaire how I currently control my playing.
So green light in sight, the withdrawal I won has not yet arrived in my account but I hope it will come soon, otherwise the appeal will continue.
Maybe it was just customer care or not, but it looks like everything is ok.
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11 months ago
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Yesterday, Wheelz promised to withdraw my winnings, but nothing has happened, the withdrawal is still waiting for approval. I don't understand what is so difficult about this, first the game account is locked and now there are problems with the withdrawal, this kind of behavior is not fair to the players.
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11 months ago
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The payment of €100 still hasn't arrived in my bank account, it was promised to be repatriated already the other day. Unfortunately, due to this kind of behavior, I cannot trust this casino. If you win 100€ with 10€, it's obviously wrong for them, if the money doesn't go to my account soon, I'll end my customer relationship with this Casino and wish others good luck.
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11 months ago
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This case can now be happily closed, the casino has finally paid my withdrawal to my account. In the future, however, I do not dare to play at this Casino because it is possible that I will not get my winnings repatriated. However, the matter is now in order in this respect.
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Miracle73, 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
