The player from Austria had had an issue with Wild-Tornado casino regarding a 120 euros withdrawal. The casino had requested screenshots of her Skrill account, although she had made her deposits via Rapid Transfer. The player had provided the screenshots, but most were rejected. After communication with the casino and the complaints team, the casino had completed the verification process and processed the payment. However, the player had initially been frustrated as the casino attempted to pay through Skrill instead of Rapid Transfer. Eventually, the player had confirmed receipt of her winnings, resolving the issue.
WildTornado Casino - Player experiences withdrawal delay due to screenshot issues.
Amount: €100
WildTornado Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
On the 4th of November, I won 120 euros at Wild-Tornado and wanted to withdraw my winnings. My account is already verified, but I was asked to send screenshots of my Skrill account even though I paid through Rapid Transfer. I've made numerous withdrawals in the past without any issues, after inquiry, they told me that they needed screenshots. I sent them, but the majority of the screenshots were not accepted.
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5 months ago
Dear Silvia1967,
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 take KYC lightly and it might take a few working days to complete this thorough process. Kindly keep in mind that casinos are eligible to request additional documents for verification if necessary.
Could you please advise if you ever made any deposits via Skrill? Have you received any explanation as to why your screenshots were rejected?
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,
Veronika
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5 months ago
Translation
Hello! I didn't deposit via Skrill but via Rapid Transfer. No, I didn't receive any explanation, withdrawal has been pending since Saturday. It was only after I asked that they suddenly needed something from Skrill, which I personally can't understand because I use Skrill I have never paid anything in, but as I wrote above, only via Rapid Transfer.
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5 months ago
Dear Silvia!
We apologize for any inconvenience you may have experienced during the verification process. We understand that the requirements and process may have been frustrating. Your feedback is very valuable to us and we appreciate your patience.
We would like to let you know that the account verification process has been successfully completed and we appreciate your efforts in meeting our requirements.
This procedure is important to ensure the safety of you and your funds, so you have no reason to worry.
Currently, we are closely monitoring the situation that has arisen. However, we would like to clarify that in some cases payment delays occur and this may be due to the work of our financial providers.
In this particular case, we have processed your payment request on our end, but we have received a message from the provider that the transaction may take a little longer than usual. We are confident that your funds will be paid to you, but due to circumstances beyond our control, this may be delayed.
If you have any further questions or need assistance, please contact our support team for a quick resolution.
Thank you for sharing your experience with us, and we sincerely hope that your future interactions with our platform will be more enjoyable.
Best regards,
WildTornado Casino Team
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5 months ago
Translation
I still don't understand all the harassment and why it takes so long when I've sent everything. It's pure harassment and stalling tactics and it's an impudence, you always hear the same thing. An email just came that the money is being transferred, let me know as soon as that happens There is money in my account.
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5 months ago
Dear Silvia!
We can see that the withdrawal has been successful so far 🙂
We would appreciate it if you could let us know as soon as you receive the payment in your account so we can make sure the situation is resolved.
Thank you for your cooperation!
Best regards,
WildTornado Casino Team
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5 months ago
Translation
The whole drama continues, I have received a payout email but the money is supposed to be paid into the Skrill account even though I have pointed out several times that I have never paid anything with Skrill but always with Rapid Transfer. This is really starting to get on my nerves.
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5 months ago
Can you please send me the screenshot of your withdrawal request? My email address is veronika.l@casino.guru.
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5 months ago
Translation
Can't send them anything because the email isn't available. What I sent came back
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5 months ago
Do I understand correctly that you received your winnings? May we consider this complaint resolved?
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5 months ago
Dear Silvia1967,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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