Wild Casino - Player is struggling to redeem a check from the casino.

I was sent a fake check via FedEx from Suganya/Singapore. Check was Canadian in appearance. They didn't even capitalize my name on the check. I took it to multiple Banks and my own credit union. They all were able to verify that the check was fraudulent, and I had been scammed. I met all the PTR and won big!! The winnings were 2054 but I had to minus 60 for the courier check. I have been messaging and calling them for over a week now and no resolution, no available managers ever, each chat session they tell me something different, they tell me to write void on check and send pic, they tell me to get a statement from bank of why they wont cash and email it to them, one told me to rip it in half and send a pic, and one girl on the phone stuttered over her words and confirmed my suspicions and exactly what the banks said as she was not very smart. I deposited 125 into this casino and got jacked!!!

Dear Amanda,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any payments previously from this casino? Have you tried to communicate this issue with the casino or visit another bank to redeem the check? Have you been offered any alternative method to obtain your winnings after voiding the check?

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,

Petronela

Dear Amanda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

This was my first time using this casino. I went to 2 other banks that noticed immediately that the check was fraudulent. 2 Banks and 1 Credit Union all called loss prevention, and all confirmed that it was a fake check. I took photos of the check front and back, the FedEx label, letter from my bank that they would not cash it because it came back on their "block list". I have emailed customer support/service multiple times with all the documentation and photos, which they have not responded back. I have live chatted several times and have been told different things by each chat person and have saved all those transcripts. I have not received any resolution to this issue. I even called a phone number given to me by chat; the girl that answered was rude and stated no managers were available and was stumbling over her words when I would ask her questions; eventually she said she could not help me and hung up. I have not been given any alternatives. One chat person said they would credit my account back, which still has never happened.

Thank you very much, Amanda, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Amanda,

I went over the documentation you provided and will assist you from now on. I am sorry for your disconcerting experience with the fake cheque you received.

We would like to ask Wild Casino to provide an explanation of the situation and to suggest alternatives for payment.

Good evening, this is definitley not acceptable. I will be reaching out the Finance /Casino department for this but they are going to ask me for all the evidence that has been shared previously including chats/transcripts, names, etc. I will get back with an email address to forward this information to.

Wild Casino Representative.

I have sent numerous emails regarding this and all the supporting documents. My emails have NOT been responded to in anyway regarding this matter.

I again just sent documents asked of me to the email provided by Hugo in chat; I just got done chatting with him. I have the transcript and others as well. Documents, emails sent and received, my chats, etc...

Hello all,

Thanks to the Wild Casino representative for your reply. Keep us informed about your findings regarding the issue.

Dear Amanda,

feel free to post any relevant communication exchange with the casino to my email at tomas@casino.guru Alternatively, you can post it here.

Hi Tomas,

I appreciate Casino Guru and the assistance/support I am receiving in this matter. I have sent you documents/evidence regarding my posts for you to review. The first email contains photos of check, bank letter of wild casino on "block list" and they will not cash, the white piece of paper that came with check in FedEx stating the check cannot actually be cashed or negotiated, chats, emails, the actual FedEx label, etc...I have emailed Wild Casino on how to make this situation right considering all I have gone through regarding the fraudulent check and having to change my accounts and bills situations. I will update further. Thank you.

Customer service still has not responded to my continued emails. When I chat, I continue to get the 'run around'...nothing, nothing, nothing. My funds are just sitting there and no response to help me get them properly.

Dear Wild Casino,

We would appreciate an update about the situation, as we haven't heard from you for a week now. Please explain what happened and offer solutions.

Good afternoon, I have asked for internal feedback: the funds were returned to her account and she continued to play in the casino. Yesterday, she contacted us via chat stating that she would like to make another check payout requests, but she will need to use a different bank to deposit the check.  The department in charge will continue contacting her for the cash out options, they have been trying but with no success.

Something is missing here, maybe if you can provide us with an alternate phone number?

Wild Casino Representative

emailed for a request and uploaded my bank instructions for a safe bank wire transfer. I played and brought my account down by $50 to keep the account active. $2000 is in there still. They continue to tell me to withdraw via check and try multiple banks to get it deposited. After receiving the first check being fraudulent, the fact they are on banks and credit unions "Block List" , and do not have a verified license does not make me confidential enough to withdraw another check and 'attempt' to deposit it multiple banks as advised by the casino......the banks have explained that I will be responsible to pay these funds back if the check does not clear and they are looking out for my safety due to the 1st fraudulent check. I never requested during chat yesterday to do another check withdraw; I inquired about why customer service has not returned my emails to help resolve this safety and I have the transcript to prove it. There is no managers and one phone number I was given, it was a girl that had no idea how to answer my questions, put me on hold multiple times, kept contradicting herself, stated no managers were available, then eventually got anxious and frustrated and said she could not help me any further and gung up on me. Again, I have requested multiple times recently to complete this via safe wire transfer per my bank instructions and I have no problem deducting any fees. No one will respond. There is no existing number to a 'finance' department per staff. No manager will respond or contact me!!!!

You have my correct phone number in my account. I have my account information for my bank, however, after the fraud issue, I am protecting that information and will not give it out until they respond, and I know it is safe to do so with the proper wire instructions.

This is the incoming wire instructions for my credit union - so they do accept international incoming wires. Now I see they have put into their cashier withdraw section (at wild casino) that you can now use an option if "your bank uses a mediary bank" for wires. My CU uses a routing number and does not use swift codes. This should not be an issue since they have this brand-new option to use a mediary bank for transfers. I have also emailed them this form to aide in my withdraw and have not gotten a response like usual.

this is their cashier section now, which is new/has been changed. it wants a swift code, but again I simply have a routing number to use, which directs it right to my bank. Why is this so difficult? Why do you not respond to get this completed and solved for me? Also, I would have to open up an account at a Bank that uses a 'swift' code which requires them to pull my credit, and I already have an existing account for years with LAFCU. This situation has given me nothing but Hassle!! I've had to close my account after the fraudulent check, open a new one with my same bank, call all my bills and change my information, get a new debit card, and now you want me to Bank hop to find one that will actually take one of your checks after I have visited several already and they will NOT do it because the check was FAKE!!! How many times do I have to explain this?? I have to deduct $60 for a wire transfer and/or $60 for a check - This has been going on since February!!! I have read all the reviews on here from others regarding this casino and sister casinos which those complaints are extremely similar to mine!!

I will be stopping by a bank this coming Monday after work. I will be inquiring about opening up a savings account. I called them and they accept incoming international wire transfers and use a swift code. Of course, I have to be put through a background check, put money into the account, and wait a probationary period decided by the manager for the account. This is ridiculous that I have to go out of my way to find solutions when your casino has done me so wrong in the first place! a FAKE check?? you have got to be kidding me!! I am the only one working here to do anything about this! You have offered me nothing! and the fact that your license cannot be verified is SUSPICIOUS obviously! I still have all the originals; the FedEx package, the check, the paper that came with it that says "this check is non-negotiable" which means it cannot be deposited! I have all emails, chats, bank letters regarding "cannot cash due to being on a BLOCK LIST" - now I'm supposed to trust you enough to give you my bank account numbers and pray that you do not steal from my bank account! You know what you did wrong because your casino is who sent me the fraudulent check! I WANT my winnings! Trust me I will be getting that withdraw requested by this coming week to a bank that meets your banking withdraw requirements and my money BETTER get put in there!

Since you havent change your email ( that has been used to contact you ). They sent you an email at 9:45am today with no sucesss, may I ask if there is any alternate way to contact you ?

I dont handle any information about payment methods, so I dont have an answer for your Western Union question, unfortunately.

you mean this email that I responded to today this morning? (Since you state you had no success in contacting me) - nothing but lies and deceit from your casino.

I have forwarded the chat transcript to Tomas at Casino Guru to prove that I did not request to withdraw another check; I asked for my account to be escalated since Wild Casino does not reply to my emails that have information and questions - I get an email that just says " hey, withdraw another check per your request but don't cash it at certain places and try several different banks"...got anymore lies? Is someone from the finance department going to contact me since my phone and email are correct on my account? Is the finance department going to contact me to resolve this issue? Does a finance department exist? Are they going to put a response in here? Is there a owner of this casino that will contact me or post a message on here? ANYTHING??

Wild casino,

could you advise an alternative way for Amanda to withdraw her winnings, other than a cheque or bank transfer? Please let us know. Much appreciated!

Good evening, I will go back to the Department in charge.

Wild Casino Representative.

I also will NOT use cryptocurrency; it is illegal for gambling. I have looked at all the apps listed on your casino, you have to buy in and be knowledgeable about this; and fraud and theft are issues in these apps. This is more for business and stocks. Good way to cheat the system; you also have to buy the cryptocurrency first, it's extremely confusing and highly NOT recommended per many articles/sites.

Since you now offer 'intermediary' bank transfer options, why do you not respond and use my banks incoming wire transfer instructions? they simply use a routing number instead of a swift code. same thing. There is a solution here and you just don't want to do it! that's why I got a fake check in the 1st place.

I went and opened up a checking & savings today. This bank accepts International Incoming Bank Wires/Transfers. I fill out all the appropriate information, including the swift code, routing number, and account number. I verified that ALL my information is correct, took photos, and hit the submit button. It said it was connecting with bank and then I got a message of "your withdraw request has been received and it will be processed shortly". It also shows my account ID#, the amount, date of request, and the internal trace ID#. I opened this account SPECIFICALLY to receive my winnings per your payout options and swift code requirements. I spent much time at the bank today making sure this was all correct and what I needed to do, the person that has worked there for over 8 years verified everything is all set and there should be no problem for them to transfer.

I have forwarded my pictures, the confirmation of request email, and just now a authorized payout email just came through and that will be forwarded as well. Thank you.

Thanks for the update, Amanda.

Fingers crossed the withdrawal will be completed successfully. Please, let us know about the result.

Thank you very much! I will definitely keep you updated!

I checked my new bank account this morning and my withdraw has been transferred in; it is "pending" currently. I am in shock and extremely happy about this. I will update once it clears. They moved extremely fast as it stated bank transfers could take up to 15 days.

Hello Amanda,

Has the transaction cleared? Can we consider the matter resolved?

The transaction has cleared - it was $20 less than the amount I withdrew when it hit, then my bank used it's 15-dollar fee for the incoming wire transfers. Even though it came in $20 less and bank fees for a total loss of $35, I'll take it! The matter is now resolved. Thank you for all your support!

Dear Amanda,

 

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.