Wild Fortune Casino - Player cannot log into account after depositing funds.

On June 29, 2024, I visited the Wild Fortune homepage and attempted to register. A pop-up appeared in the middle of the screen, prompting me to make a deposit if I didn't already have an account. I followed the instructions. My money was withdrawn from my account, and I believe I entered the necessary information correctly (although I'm not completely certain). However, I was unable to log into the casino. I checked my email, including the spam folder, for any confirmation emails, but found none. I contacted customer support via chat and we tried various ways to get me logged into the casino. The customer service was very friendly, but after two hours, they promised to investigate further and get back to me. The next day, I foolishly made another deposit, thinking it might help with the registration/login process. That didn’t work either. I returned to the chat support, and we went through the same steps as the previous day. I waited a few days and asked the chat support again if there were any updates. Nobody knew anything. Altogether, I have discussed this issue with six different customer service representatives and sent them a video, but they haven’t contacted me in any way. I currently have 2 x 20 euros deposited, and I've sent them the bank transfer receipts and the video showing my attempt to register at the casino. Please note that I was unable to attach the video here because the file size is 10 MB.

Dear painajainen1, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Thank you for the message and the quick reply and advice.

I will immediately call the bank on Monday and discuss with them where the money has gone and IF there is any way possible (I don't know) They could cancel the entire payment and return the money to me.

I would think that they can at least give advice on what to do from now on

Of course, I will also inform you when I find out something about it.

Best regards

Sari

Thank you for the information. Have you been in contact with your bank? What was their reply?

Also, if you have any videos, emails, or other evidence that could be relevant to the investigation of your case, please forward them to me. My email address is veronika.l@casino.guru.

Hey.

I sent you an email.

Sari

Hey.

The bank couldn't help in any way. He did check that the money has left my account, but nothing else

Thank you very much, painajainen1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you painajainen1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Fortune Casino for their help in resolving this complaint. We would like to know what is the issue with the account and what can we do to help the player recover their funds.

Thank you!

Good Day painainen1 and Peter,

Thank you for taking the time to share your concerns and feedback with us.

I have contacted our relevant department regarding this issue as we were unable to locate an account either on our end, however, they were able to find the deposits based on the proof of the deposits, and I thank you so much for these documents.

Moving forward, an account can be created and we may add the balance to the new account once given the details, or we can refund the deposits back to you.

Painainen1, please let me know how you would like to proceed so that we may get this resolved for you as soon as possible.

We want to emphasize that one of our company's primary principles is maintaining our players' delight and satisfaction, and we strive hard to achieve this.

Kind Regards,

Wild Fortune Casino

Thank you for the quick reply.

I am grateful that the matter could finally be resolved, but unfortunately I am so disappointed

to the operation of the casino that I hope that the money will be returned to the accounts from which it was transferred to you.

One is a Nordea account and the other is an S-bank account.

Is there any more information needed to finalize the matter?

Sari T***

Dear painainen1,

Thank you for your message and I hope you are having an amazing day so far!

We sincerely apologize for any inconvenience caused. We are pleased to inform you that your refund is currently being processed.

Please let us know if there is any further information you need or any other way we can assist you.

Thank you for your patience and understanding.

Best regards,

Wild Fortune Casino

Thank you very much for the update Wild Fortune Casino representative.

Dear painajainen1, we will keep this complaint open until you confirm your refund has been processed. Please keep me informed about any further developments.

As a preliminary, I can only humbly thank you for the help you have given and at least the promise that I could possibly get my money back.

Of course I will keep you posted IF and when I get my money back.

Thank you so much for coming to help us figure it out.

The money has entered the accounts just as I requested and the matter has been finally handled from my side.

Sari

Dear painajainen1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter