The player from Brazil had completed the full verification process required by the casino but could not see any withdrawal options to access his funds. Despite attempts to resolve the issue through chat, he was not receiving any responses. The Complaints Team had contacted the casino and discovered that recent regulatory changes in Brazil had restricted payment methods, leaving Skrill as the only option for withdrawals. The player was advised to open a Skrill account to access his winnings. The complaint was ultimately closed as rejected due to a lack of further confirmation from the player.
Wild7 Casino - Player's withdrawal option is delayed.
Amount: 1,093 R$
Wild7 Casino
Safety Index:Above averageSafety Index
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7.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
After completing the full verification requested by the casino, no withdrawal option is appearing for me to withdraw my money. I have tried to resolve this through the chat, but no one is responding.
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5 months ago
Hello GabrielMarci,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild7 Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
The account was fully verified after sending the documents on: 10/10/24. I did not use any bonuses or other advantages offered by the casino to play, only the money I deposited. The last time I received a message from an agent in the chat was on 26/10/24, after which I contacted the chat and was not answered by anyone.
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5 months ago
Hello GabrielMarci,
Could you please send a screenshot of the withdrawal tab from the casino, along with any email correspondence between you and the casino, to nikolas.b@casino.guru? This information will assist us in reviewing your case effectively.
Looking forward to your response.
Warm regards,
Nick
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5 months ago
Translation
I didn't make any contact by e-mail, all the contact I tried to make was via chat. However, as you can see in the images, I received no response from anyone.
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4 months ago
Thank you GabrielMarci for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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4 months ago
Dear GabrielMarci,
I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Wild7 Casino to join the conversation.
Dear Wild7 Casino,
I would appreciate your clarification regarding the absence of withdrawal options in the player's account. Could you please provide information on when and how a player can submit a withdrawal request?
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4 months ago
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’ which may negatively affect its rating.
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4 months ago
Dear GabrielMarci,
I have received a message from the casino team about the situation. The reason why the payment methods are not available in your account are the recent regulatory changes in Brazil that have imposed certain restrictions, preventing them from processing payments through the local payment system. As a result of these changes, the only available option for sending payments from the casino to you at this time is through Skrill. I have been informed that you have previously been notified about this matter directly via email.
Just so you know, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Although it is not so common, because of various reasons, any payment method can be discontinued at any time for certain regions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. The only suggestion I can give you is to open a Skrill account so that the casino can send you the winnings. As far as I know, Skrill accounts are free to open and usually, there is a very minor fee (if any at all) for personal use, so it should not pose any problem for you.
Please let me know if the situation has been sufficiently clarified for you and when you open your Skrill account.
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4 months ago
Dear GabrielMarci,
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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4 months ago
Dear GabrielMarci,
While it appears that the matter has been resolved, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation.
Please feel free to reach out to us, should you encounter any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
