Wild West Wins Casino - The player struggles to verify his casino account.

I signed up to this website and added £20 to my account, I was then contacted by my bank who have advised they blocked any further payments to this account as it is deemed I safe. Due to this I decided I would remove my funds from the account and go elsewhere, I was then advised I needed to upload 6-8 different documents, when I did theirs my documents will never be varied and are always refused, I have sent photos, screenshots which are perfect, I have sent these in different formats but are refused every time. When I have tried to contact customer service I am either ignored until I sent continuous emails or when they do reply they send the exact same templated response every time. I am only trying to withdraw my own funds from this account.

Hello Grahamcanny,

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

When exactly did you begin the verification process of your documents? When was the last time the casino responded to you and what was it about? Did they ever specify why are your documents getting rejected?

Looking forward to your answer.

Regards,

Nick

Afternoon Nick,

I originally email them on 20/05/2022, their last response to me was 08/06/2022 asking me to send more photos of my cards, I have messaged twice since then but no reply.

their only reply’s are saying that my upload is rejected with no reason then a template attached as to what they require.

I have met all of these requirements

Thank you Grahamcanny for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Grahamcanny,

I looked at your complaint and will do my best to help you. I would like to invite Wild West Wins Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

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’.

I’m sorry how does this help me, you extend the time and give them 14 days to respond and if no response it just closes. So basically there is no point in logging this complaint

Hi Grahamcanny,

be aware that we have a certain methodology, the casino needs some time to react. If they don't in 14 days and your issue is still actual, we close the case as unresolved, and it affects their rating on our site. Additionally, I will certainly help you with further steps.

We would like to ask the 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Grahamcanny,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru