WildFortune.io Casino - Player experiences KYC verification issues.

Keeps saying my kyc documents are of too low quality I’ve tried multiple times and used different devices for the pictures an I get same response every time

Dear odinbuck2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Drivers license proof of address (letter with my full address and name proof of payment my bank card with the correct digits blacked out licence was incorrect format so I fixed it same problem

Last one was drivers license yesterday because they said I couldn’t use a screenshot of my drivers license but then asked for a screenshot of my bank account how does that work? Absolute joke

Thank you very much for your reply, odinbuck2. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear odinbuck2,

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.

Yes sorry I’ve been busy I don’t have screenshots of the conversation I’ll see if it saved on website

Thank you very much, odinbuck2, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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 odinbuck2,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Wild Fortune Casino,

Could you possibly provide additional information regarding the player's verification status and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello odinbuck2 and Michal,

Thank you for your patience with us during this time.

We ask that you please double-check the information provided as the screenshots provided show a different casino.

I have checked on our end and can confirm that we have no player information with the email address provided with Wild Fortune Casino.

Looking forward to your response so that we may resolve this as soon as possible.

Kind Regards,

Wild Fortune Casino

Thank you Wild Fortune Casino for pointing that out.

Dear WildFortune.io Casino,

Could you possibly provide additional information regarding the player's verification status and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Good day to both of you, odinbuck2 and Michal 

We understand that the verification process can be a bit challenging, and we appreciate your patience. Verification is an essential step in the withdrawal process to ensure security and compliance with regulations.

Regarding previously submitted documents, we regret to inform you that re-submission of those photos is not possible. Please know that the documents should be clear and legible - cropped, unclear reference numbers, or poor quality, our payments team may decline them. We recommend carefully reviewing the guidelines for document submission to ensure compliance.

Furthermore, all utilized payment methods need confirmation as part of our licensing obligations. Please note that we only accept photos of identification documents, not screenshots.

We can see that instructions were provided on how to upload photos correctly. If you haven't received emails, please check your spam/junk folder.

If you have any further questions or concerns, feel free to ask. We are here to assist you!

Sincerely, WildFortune.io Casino

Dear WildFortune.io Casino,

Thank you for the clarification.

Dear odinbuck2,

Can you confirm you received this e-mail with instructions on properly sending all of your documents? Did you follow these instructions? If not, please repeat the KYC procedure according to the instructions sent by the casino. We will be waiting for your updates.

Yes and yes I did please tell me what you can’t read ?

Are you saying I need to order a new drivers license every time you decline my photo? This is ridiculous why can I deposit but not withdraw?bit one sided and why are you listed under instant withdrawal casinos when it’s been over a month and I still can’t withdraw definitely not instant!

And you just told me I don’t have an account with you so clearly you get things wrong isn’t it possible you got this wrong to

Dear WildFortune.io Casino,

Could you give us an update on this case? Was the KYC procedure finished according to the guidelines sent to the player? What is the status of the payment?

Good day to both of you, odinbuck2 and Michal,

Upon further checking the account, I am not able to locate such a clear ID picture as sent in this communication. I would like to ask Odinbuck2 to please upload that version as is to your account so that our payments team may review the document.

With that, we also require your Proof Of Address as well as pictures of the front and back of the card ending in 8350. Please ensure that only the first 6 and last 4 digits can be visible on the provided photo of the bank card(the same digits should be covered on the back). CVC and CVV must be covered. Please make sure that the card is signed.

Once done, our payments team will be able to review the documents to complete the verification needed for a successful withdrawal.

Looking forward to getting this resolved as soon as possible.

Kind Regards,

Wild Fortune IO

Dear odinbuck2,

Please proceed as the casino instructed, I believe after completing all the necessary steps you will get your payment. We will be waiting for your updates.

Dear odinbuck2,

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.

Doing it now

Dear odinbuck2,

Could you give us an update regarding the KYC procedure? Did you manage to complete it? We will be waiting to hear from you.

Dear odinbuck2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.