Wild Fortune Casino - Player’s struggling to complete the account verification.

Refuse to accept documents submitted. They just don't want to payout. I even tried to withdraw $30 and it was refused.

Dear muzziedon,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for the account verification?

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

Surely you are joking. I must of sent you at least 20 pictures to verify who I am. Maybe look at your competition to see what a honest business requires. Try jackpot city, betway, betsafe or spin city to name a few. This has been going on a way too long and I've tried my best on my end. You write a nice letter, but it is just bull.

I’m sure you understand that I don’t work for Wild Fortune Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to receive your winnings. 

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for the account verification?

Sorry I mixed you up with Priscila who works for wild fortune casino. This has been going on for at least 4 weeks. They use every excuse possible as an excuse. Picture Doesn't really matter on their end. They just refuse to acknowledge me to avoid paying out. Sorry again for my mistake with the name. I was so frustrated and thought you just passed my mail on to her and I was answering her reply. Thank you for the help.

Having lots of problems with this. Sorry I mixed you up with Prisila who was my contact with wild fortune casino. This has been going on for at least 4 weeks. They use everything possible as an excuse. Fuzee picture, picture cropped, picture folded, finger on picture. Doesn't matter when your intent is not to pay in the first place. Sorry about my mix up. Thanks for your help.

Thank you very much, muzziedon, for your reply. Don't worry about the mistake.

I will now transfer your complaint to my colleague Martin 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.

Thanks for your help in this matter. I was wondering if they could be charged with fraud over a thousand dollars and have their license suspended. I'm sure there must be hundreds, if not thousand of other victims out there.

Hello muzziedon!

From now on, I will take care of your complaint. I would like to invite representatives of Wild Fortune Casino into this complaint in order to help us proceed with verification and resolve the withdrawal issue.

Thanks, I do appreciate your help.

We would like to ask Wild Fortune 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 will have negative impact on the casino's rating.

Who is trust pilot? I keep getting e mails from them? Are you connected with them?

Dear muzziedon,

Trustpilot is a consumer review website. We are not connected to them, although we have our own representative who responds to those user reviews about Casino.Guru. Since Trustpilot is completely different company with no ties with us, other than the possibility of posting reviews about us, we are not able to influence to whom this company sends emails. Therefore I would advise to address this issue with their customer support team.

Muzziedon, I am very sorry that your are not satisfied with our services as you described in the review on aforementioned website. Please note, that we are an independent online casinos database which also acts as a mediator resolving players’ disputes with casinos. Although we try to do a significant amount of efforts to contact the casinos and their representatives, we are not able to force each casino to participate on resolution with us, therefore the decision is not in our hands.

Since you have already informed me about raising the complaint further to Malta Gaming Authority (MGA), I would like to wish you the best of luck in resolving your issue there. Assuming the casino will not respond, this complaint will be closed as 'unresolved' in approximately 3 days, which will have a negative impact on Wild Fortune Casino's rating. I would like to ask you to share the outcome and decision of regulator - MGA with us, once it will be ruled out. You can do so by reaching me via email at: 'martin.d@casino.guru'.

Hi Martin,

I started looking for help else where when you marked my complaint as closed. I was pretty upset as you can imagine when I still got no different response from wild fortune casino. I do not want them to get away with this. I do not expect a quick resolution from Malta, but I must keep at these fraudsters. It use to take days for them to reject my documents, but now it's hours.

Hello muzziedon!

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

You can inform us about the decision of the Malta Gaming Authority via email: 'martin.d@casino.guru', which would be greatly appreciated.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We received the following message:

"Hello everyone!

Thank you for sharing your experience.

Please accept our apologies for the delay in responding.

It appears that you were able to have your account verified and cash out successfully on multiple occasions.

Please let us know if there is anything else we can check for you or assist you with.

Alternatively, you may email us at contact@wildfortune.com or through our live chat support.

We are available 24/7.

Sincerely, Wild Fortune Casino"

Dear muzziedon,

Can you confirm that your account was fully verified?

Dear muzziedon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.