Wild Casino - Player has been accused of opening multiple accounts.

Hello,

I am reaching out to you - with hopes you can help steer me in the right direction. Because I am so upset over the situation. Honestly, I am shocked, confused, and so disappointed.

On April 19, 2022 I submitted the documents requested (selfie holding ID, proof of address, and ID pictures) to Wild Casino and withdrew for the first time. Moving forward I was able to make several withdrawals from them with no problems, whatsoever until 9-2.

On September 2nd, I attempted to withdraw $100.00 and they declined it due to "relationship explanation". They instructed me to reach out to an email address which I did & never got a reply. They said they would call me and never did.

I eventually over the next few days played with the $100.00 and lost it.

I reached out to 3 different email addresses after asking if they could get back to me regarding the decline. I assumed if I had violated one of their rules, they would have closed my account. Or at least answered me when I kept asking if there were any issues. They continued to let me deposit, grant me good will gestures, and add bonuses to my account when I would request it. I would talk to online support several times a week & they never once mentioned an issue.

Last week, I got very lucky and I was so grateful. It happened at the perfect time for me. My grandson needs to desperately see a pediatric neurologist, so I have been helping my daughter save the money to bring him. These winnings were the answer to my prayers. 

I attempted to withdraw and it said I was unable. It gave me the email address to contact, which I did. No reply. I reached out to online chat support and they said my account had a hold due to me having another account or accounts. This is not correct and I told them I would "clear up" any confusion and could provide them anything they needed. Like always, chat support was wonderful and said we needed to schedule a call and assured me everything would be worked out. They just wanted to ensure I would be the one to receive my winnings. They worked around my work schedule with timing as well. I slept well and felt okay things would work out.

10AM on Friday, I waited for Wild Casino to call me and no one ever did. I reached out to online support and they said they would eventually call me and to be patient. I told them it would be difficult to take any calls while at work and he apologized. When I got off work I reached out again and was told that if I kept contacting them they would block my email address. I offered them pictures of my social security card and said I could resubmit the previous identity verification items, if needed. Nope. They wouldn't accept anything and said they couldn't call me due to "technical issues". 

I have proof of everything mentioned in this email (chat conversations, screenshots, and emails). Since I heard nothing when I asked all September long- everything seemed to be working like it always had, I assumed no news was good news.

On Saturday, I reached out to online chat support. With a lovely tone, the support agent asked me to try and withdrawl (again) to see if it's been fixed. No luck. She then said I would have to be patient and they would call me.

What do you suggest I do? They have never been anything but respectful, helpful, and honorable. I have never had a single bad experience with them. THIS last month - seems so out of character for Wild Casino. I truly do not know what I did wrong and don't understand why they won't help me. 

If you think there is any possibility of them paying me it would ease my mind tremendously. If you have experience with anyone reporting a similar situation and could tell me the outcome, I would be so grateful.

Again, this blessing couldn't have come at a better time and I burst into tears when my balance began to grow. $5700 is a HUGE deal for my family and I, especially as my grandson needs medical attention and he is uninsured as my daughter is in between jobs.

Please let me know your thoughts. I know if they will just speak to me, I can prove to them there are no other accounts that I have. 

My son was living with me at one point for a few months and I told him about Wild casino. When he created an account they closed it due to us living in the same house (temporarily). I made several withdrawals after that instance. So I know, that isn't what this is related to. I have no clue what "other account" there could possibly be.

Thank you for your time and I pray you are able to offer a suggestion. Is this a lost cause? 

Sincerely,

JoLynn Jordan

Dear JJordan68, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Is there any chance, that someone else from your household (other than your son) or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your email, JJordan68. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.