Wild Jackpots Casino - Player is struggling to withdraw winnings due to unfinished KYC process.

Hello. I've been trying to get a withdaral from Wiljackpots casino for a year. They owe me a large sum of $3,489, but I can't finish verification. This casino has good ratings, I hope you can help me.

I provided at the casino: notarized passport, notarized proof of address. Then the casino requested a bank statement for the last 3 months and an extract from the Skrill account for the last 3 months. I provided documents for June-September. Casinos didn't accept these documents. They requested statements from July to October. I provided a bank statement and a Skrill statement from July to October. They also asked for screenshots of my account screenings and I provided them.

Now they have informed me that my statements and screenshots do not match. I sent screenshots and statements several times over a different period of time. I tried to clarify at the casino for what period they needed documents. What and where doesn't match? They don't say exact dates or explain what it takes for me to continue using my account. I suspect they're just confused in my paperwork. Please look into my problem. It's very important to me. Thank you in advance.

Dear Magistrant198,

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. None of the serious and licensed casinos takes KYC lightly.

Did you receive any clarification from the casino which document has been missing and preventing you from completing KYC account verification?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Magistrant198,

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.

I agree that KYC is an important procedure. I asked the casino what they needed to complete the verification. They don't answer what I'm supposed to provide. They say my statement doesn't match and I have to provide another. But they do not say which one and for what period.

Thank you very much, Magistrant198, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Wild Jackpots Casino to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note, that if you won't respond to us within the next 10 days, the complaint will be closed as unresolved which could lead to rating deduction.

The complaint will now be closed as "unresolved" which could affect the casino's rating, as the casino did not respond to us. I'm really sorry we could not help you more with your issue. Please do not hesitate to contact us if you will come across any trouble again in the future.