Wild Vegas Casino - Player’s struggling to withdraw their winnings.

I played the welcome bonus, when I completed the rollover they released me $ 100 dollars and I contacted to know how to withdraw them, they told me that I had to upload my documents to verify my identity and fill out some forms, and I did it, they took many days to verify the documents, even after they contacted me every 2 or 3 days to insist, once they verified my account I tried to withdraw and the withdrawal option appears blocked, they tried to communicate with them and their chat magically no longer works, I send them emails and they answer me with automatic emails, giving me a page and indicating that they will communicate promptly ... More than 1 month has passed and I have sent emails every week and they simply do not answer me, unfortunately I played in that case or why you They recommend it, they shouldn't recommend it.

Dear Florecita22,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. I have checked the general bonus terms and conditions, and this is what I found https://www.wildvegascasino.com/terms-conditions.php:

"Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may par-take of said free chips for amusement purposes only. You may view all country restrictions in this PDF document https://chatwindow.info/terms/countries-group-1.pdf or you can download it in MS Word format to check your status."

Could you please advise if your account has been fully verified already? Have you redeemed any Free Bonuses in the past?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

But why don't they answer me at the casino? I have not deposited yet (how to dare to deposit if they do not give me answers) and my account has already been verified correctly as you can check it in the image that I sent where they sent me an email to indicate that my account had been verified successfully.

Thank you, Florecita22, for your reply. Could you please confirm that you have never redeemed any No Deposit/Free bonus in this casino previously?

Redeemed? You mean charged ah? Why at the beginning of my complaint I stated the following "I played the welcome bonus, upon fulfilling the rollover they released me $ 100 dollars and let me know how to withdraw them" and it is the only bonus that I have played in that casino

I have read your first comment, I’m just making sure, because playing the Welcome Bonus, doesn’t necessarily mean that you haven’t activated any other promotional offer before. Thank you for your confirmation. 

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.

Hello Florecita22!

From now on, I will try my best to help you with your issue. I would like to invite representatives of Wild Vegas Casino to join this complaint's thread and explain the situation.

Thanks Martin and Petronela

Greetings all,

I had a look and it seems we are only missing payout details for you Florecita22, one of my team is reaching out to you right now via email to get those from you. Once we have a valid method of payment on file we should be able to help you along here.

Best wishes,

Nick and Wild Vegas

Hello Florecita22!

Are there any news?

No, the withdrawal method is still blocked

Hey Florecita22,

I've just checked and we are still waiting on a reply to Alex's email to you. Until that information has been submitted and approved we can't move forward so let's get it done! 🙂

Best,

Nick and Wild Vegas

Hello Florecita22!

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.

I would like to strongly advise to follow the casino's instructions to proceed with your case.

Hello Florecita22!

Did you manage to pass the verification procedure? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

No, I have decided to give up the money, they ask for too many things, some very personal and it does not give confidence, it lends itself to handling personal data or worse things, thank you, have a good day, go to God.

Hello Florecita22!

Do I understand it correctly, that you decided not to pursue this case anymore?

Dear Florecita22,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We are rejecting this complaint as per the player's request.

Please, in case you'd need our help once again, do not hesitate to reopen this complaint at any time.