Wildcard Casino - Player’s struggling to withdraw their winnings.

Hallo, ich habe mit einem 15 euro free Code.Die Bonusbedingungen die schon sehr hoch waren (100x wager) gemeistert. Hab wie laut AGB 100 Euro zur Auszahlung bringen wollen. Dann steht aber immer das das nicht möglich ist. Siehe screenshot. Irgendwas mit "Exeed" . Leider wird auf meine Emails nicht geantwortet. So das ich gar nicht erfahre woran es liegt. Würde mich freuen wenn ich auch mal so was gewinne .Deshalb wünsche ich mir ein Gespräch mit dem Casino um an einer Lösung zu arbeiten.Danke

Dear wennertom,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have tried placing a withdrawal request for €100 exactly, which is the maximum cashout for any free bonus? I have checked the general terms and conditions and this is what I found (here):

"PROMOTIONAL TERMS AND CONDITIONS

...

Any free money given without requiring a deposit, e.g. a No-Deposit Coupon, loyalty bonus, VIP bonus, birthday bonus etc. (unless otherwise stated) will have a maximum cash out of One Hundred Euros."

Have you passed the KYC verification successfully and verified your payment method as well, please?

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

Hallo. Ich wurde nach keinen Dokumenten gefragt. Ich habe 3 Emails geschrieben. Es wird leider nicht geantwortet. Daher hab ich keine Ahnung welche Dokumente sie wollen. Oder wie ich meine Auszahlung erhalte.was soll ich tun?Und ja ich habe probiert 100 Euro auszuzahlen. Siege Screenshot. Steht irgendwas mit exeed..

Hat sich das Casino jemals bei Ihenn gemeldet?Wäre mal interessant zu wissen

Wildcardcasino antwortet nicht auf email. Ist also ein Scam Casino. Wieso haben die eine 4 Bewertung? Ich bin der Meinung die sollten unter 1 haben,damit aufkeinenfall jemand da einzahlt. Bei einer Bewerung von 4 könnte Casinoguru dafür verantworlich sein, das leute da einzahlen und abgezockt werden.Wollen Sie das? Auch wenn Ihr Bewertungssystem anders funktioniert. Jede Einzahlung in dieses Casino ist ein Betrug und das sollten sie auch so darstellen.ich bitte Sie in diesem Fall Ihre bewertung schnellstens zu überdenken.Siehe auch die Beschwerde von dem Mann zuvor,Wo sich das Casino auch nicht gemeldet hat.Danke fuer Ihr Verständnis

Gerade die email erhalten- einfach nur Frech:

Hello,

You registered on our website WildCardCasino.com and you still haven't claimed your welcome bonus.

You will get 200% bonus without wagering requirement up to 500 free on your 1st deposit.

With our bonuses without wagering requirements, you can withdraw your winnings at any time.

By depositing with Cashllib vouchers, you will receive 200% bonus on all following deposits.

You can buy Cashlib vouchers online at rechargeok.com

Cheers,

Emma

Senior Manager

WildCard Casino

Thank you, wennertom, for your reply. Please understand that casino reputation can’t be determined by a negative experience of a single player. If you’re interested in the process of how we review online casinos I could recommend checking our article https://casino.guru/our-casino-reviews. 

Moreover, from the review related to this specific casino, I believe it is clear that Casino Guru doesn't recommend it.

"We've thoroughly reviewed Wildcard Casino and gave it a bad reputation rating. It's a bad online casino and we advise you to stay away from it. In our review, we've considered the casino's player complaints, estimated revenues, license, games genuineness, customer support quality, fairness of terms and conditions, withdrawal and win limits, and other factors. So, if you were ever wondering whether this casino is safe and legit or a scam, read the full review below to learn more."

I would strongly recommend contacting the casino and finding out which personal documents are needed to verify your account. As soon as the verification will be completed there should be no reason not to pay you your winnings. Please keep me informed about any further developments.

Hallo das habe ich ja versucht. Das Casino meldet sich aber nicht🙂 was soll ich da tun?

Thank you very much, wennertom, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, wennertom,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wildcard Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wildcard Casino Team,

Could you please explain to us the player's situation? What is the reason why the player's account has not been verified yet? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Dear wennertom,

I received the following information from the casino's representative:

"Hello Branislav,​

​I have checked and this player has 100 on his balance, there is no pending withdrawal and this player never sent his documents.​

100 was won on ndb and he has to make 1 deposit to validate his account and for us to have a withdrawal method available,

Not sure why he has contacted you with no pending withdrawal."

Did you already make a deposit in the casino? How should the casino send you your winnings if you did not provide the casino with a valid payment method and did not request a withdrawal?

Please note you will be asked to verify this payment method, likely verify your identity and the deposit should be wagered according to the casino's Terms and Conditions, within the AML rules.

Hallo, ich habe 4(!) emails geschrieben. Ob sie Dokumente haben wollen und welche. Bis heute(!) habe ich keine antwort darauf bekommen. Auch jetzt nicht nachdem sie das erfahren haben vom Casino. Würden sie dort einzahlen wenn ich keine Antwort seit 2 Wochen bekomme? Das Casino soll mir doch schreiben:

1.Ist der Wager durch?

2.Welche Dokumente wollen die?

3.Wieviel muss ich min Einzahlen und muss ich die Einzahlung wagern?

Das kann doch nicht zuviel verlangt sein.Oder was schlagen sie vor?

Thank you for your email, wennertom.

It is a common and industry standard that the player has to make a deposit to be able to withdraw the winnings from a No Deposit Bonus.

I found this rule in the casino's Terms and Conditions (available HERE):

"If a deposit has not been turned over at least once before requesting a payout, an administration fee of 20% will be deducted."

I recommend you to go to the cashier zone, choose one of the available options for deposits and make a deposit in a minimum possible amount if no specific amount is stated in the Bonus Terms and Conditions valid for the bonus that you used. You will see the minimum amount for the deposit in the cashier. Once you do it, you should use your balance for playing games and wager it at least once within the casino's Terms and Conditions, or simply make a withdrawal (including a fee). Then it will take some time, but the casino will contact you regarding your verification and may request the necessary documents from you upon a withdrawal request. Or, you will be asked for uploading the documents automatically by the casino's system.

Please let us know once there is any progress on your issue. Looking forward to hearing from you soon.

ok mach ich

Jetzt habe ich 20 Euro einbezahlt.Und die haben mir ungefragt einen bonus gegeben.Und auszahlen kann ich auch nichts .siehe Screenshots.Was soll ich tun?

Und warum antworten die nicht auf emails? Hätte da nie einzahlen dürfen.Brauche Hilfe

Ich habe Wildcardcasino angeschrieben, den Bonus zu Cancel und mir mein Geld auszubezahlen.Da Wildcard casino auf alle meine emails nicht antwortet.Bitte ich casinoguru das Casino anzuschreiben und die Auszahlung in gang zu setzten.Vielen dank fuer Ihre tolle Hilfe

I contacted the casino and currently, I am waiting for a reply via email.

Once I have any news, I will let you know as soon as possible.

Nachdem ich Email Kontakt zu wildcardcasino hatte,haben die gesagt ich müsste weiter spielen wegen wager. Ich habe mehrfach gefragt wieviel Euro wager noch übrig sind.Keine Antwort. Ich habe mindestens 1.5k-2tausend Euro gewagert. Wildcardcasino meinte 50x ist wager also 500Euro🙂

Jetzt habe ich von meiner 120 Euro Balance nochmal mindestens 100 Euro gewagert. Balance ist nun wieder 100 Euro.Und ich kann immernoch nicht auszahlen.Einfach nur ein Witz.

1.)Ich fordere Wildcardcasino auf mir entweder meine komplette Spielhistorie hier zu posten oder an Casinoguru zu senden.

2.) Oder mir meine verbleibenden 100 Euro Balance zu senden

Anbei noch einmal ein Screenshot was passiert wenn ich auszahlen will.

Fühle mich langsam echt betrogen.Leider

Dear wennertom,

Thank you for your emails. I am glad Customer Support was able to remove the unwanted deposit bonus.

However, I found these rules in the casino's Terms and Conditions regarding bonuses (available HERE):

"Wagering requirements for our no-deposit coupons are 100 times the bonus, unless otherwise stated.

Wild Card Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play. The wording "Irregular play" may include but is not wholly restricted to any one or more of the following types of play:

• Placing single bets equal to or greater than 5 credits in any currency while playing with a bonus is prohibited."

Let me please ask you a few more questions to clarify the situation.

What exact No Deposit Bonus offer did you use? Does it have any special Terms and Conditions valid for this specific bonus offer? If yes, could you please send me this bonus offer and its Terms and Conditions?

You also mentioned in one of your emails that you "did 5 Euro spins Pragmatic".

Are you sure you played with €5 bets with this bonus? Based on the casino's rules it means you breached the Terms and Conditions and in that case, you should not be eligible for withdrawing any winnings obtained by playing in this way.

Hi, if i had broke the terms. casino had told you in email from them you got.

That is not true. The casino starts a verification process upon a withdrawal request. You have not had any withdrawal requests submitted at all. Therefore, nobody checked your gameplay history. It is likely the casino still does not know about it.

Can you please confirm you made €5 bets and that there are no special/separate Terms and Conditions for the bonus which you used? Moreover, it looks like the wagering requirements have not been met yet.

keine 5 euro spin . wager muss durch sein. brauch die spielhostorie um das zu beweisen.glaub 10 euro no deposit war es.hatt sich das casino immernoch nicht bei ihnen gemeldet?Ist sehr wahrscheinlich Betrug und ich habe 20 Euro verloren. da es von ihnen hiess ich soll einzahlen um auszhalne zu können.ärgerlich

Unfortunately, the casino has not contacted me yet.

Dear Wildcard Casino,

Can you please look at the player's issue and provide us with an explanation for his situation? How can he withdraw his funds?

We would like to ask Wildcard 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 will have a negative impact on the casino's rating.

Dear wennertom,

I received the following information from the casino's Player Manager:

"Hello,

There is no issue from our side, this player never made a withdrawal. He was complaining previously to you without completing wagering that we are not paying him.

​​Now he has lost his balance without making any withdrawal in the past."

Can you please provide me with an update on your issue? Did you lose your funds?

Dear thomas,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru