The player from Austria had struggled with the verification process as all the documents he had submitted were rejected by the casino. He had won 2000€ but had been unable to withdraw it due to these issues. The player reported that his credit had been successfully paid out. Consequently, we had marked the complaint as 'resolved' in our system.
Wild Fortune Casino - Player's withdrawal delayed due to verification issues.
Amount: €2,000
Wild Fortune Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
I've sent all the documents multiple times, but for no apparent reason, they're rejected and not accepted. I won 2000€ from 50€, but they are not paying it out. I've corresponded multiple times through chat, but they aren't able to assist and just tell me that I'll receive a mail, but I never do. I'm very upset with this casino. They just don't want to pay out, and I think it's fraud. I'm looking for a solution.
Automatic translation:
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11 months ago
Dear stefanmauthner12,
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 take KYC lightly.
- Could you please list which documents you already provided and in which format?
- Did the casino reject specific documents for specific reasons?
- If you have your correspondence with the casino live chat saved, please forward it to my email at tomas@casino.guru
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,
Tomas
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10 months ago
Dear stefanmauthner12,
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.
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10 months ago
Translation
Thank you for your message, my credit has now been paid out. 🙂 So the complaint can be closed.
Automatic translation:
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10 months ago
Dear stefanmauthner12,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
