Wildcard Casino - Withdrawal of player's winnings has been delayed.

Deposited loads over time, won €1000 uploaded my documents and still waiting for my winnings! Emailed and emailed no reply at all apart from one reply saying the player manager messaged me but that was lies!!!

Dear Dfenton,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Dfenton,

Have you received your withdrawal from the casino yet?

No, not even a reply even though I have emailed them repeatedly

Thank you for your reply, Dfenton. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification in the meantime?

Have you accumulated your winnings with or without an active bonus?

I have back in February but only could withdrawal with BTC. No contact from them at all, did have a bonus as they automatically put that on but done the play through with it

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Do I understand correctly that the casino has not been communicating with you? If there happens to be any communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much, Dfenton, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tim.sch94,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Wildcard Casino to join the conversation and participate in the resolution of this complaint.

Dear Wildcard Casino,

Can you please provide an update on the status of the player's withdrawal?

Best wishes,

Tomas

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.

Dear Dfenton,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Sadly, since the casino is operating without a valid license I can't even recommend any other authorities for you to turn to.

However, please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru