HomeComplaintsWild.io Casino - Player is facing withdrawal delay due to verification process.

Wild.io Casino - Player is facing withdrawal delay due to verification process.

Amount: $310

Wild.io Casino
Safety Index:High
Submitted: 22 May 2024 | Case closed : 05 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The Ukrainian player made a deposit and played at Wild.io, but his third withdrawal attempt triggered a verification process. Despite providing the required documents, his account and $38 win remained pending. The casino's customer service was unresponsive. We were unable to investigate further as the player did not respond to our messages and questions. Consequently, the complaint was rejected.

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6 months ago
Translation

Hello, I recently opened an account with wild.io and made a deposit. I won and proceeded to make two withdrawals. However, when I attempted the third withdrawal, I was asked to verify my account by providing my passport, bank statement, and a selfie. Despite having a balance of 272 dollars, my 38 dollar winning bet that I had placed four days ago wasn't paid out. I tried reaching out to them regarding verification and my bet through their chat feature, but they redirected me to security@wild.io. I've sent multiple emails but haven't received any response. Meanwhile, my documents are still pending verification on their site and I haven't received any updates or notifications via the email. Quite a frustrating experience, honestly.

Automatic translation:
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6 months ago

Hello hnativ1987,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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5 months ago

Dear hnativ1987,

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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5 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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