The player from Switzerland tried to withdraw her winnings but her first attempt failed due to wrong bank details. Despite the fact that the player wass free to withdraw her winnings, she refused to use her existing payment method again as well as register a new one, her complaint was eventually rejected.
WildTornado Casino - Player is struggling to withdraw her winnings.
Amount: €5,000
WildTornado Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
As soon as it comes to withdrawing funds, the problems begin. This has now been the case ten times !! More documents are requested again and again !! the account has been verified but that doesn't help! This means that not a single euro has been paid out to date.
if you ask for help you always get the same answers you still have to do this and that, should mean up to now about 50 mails have gone back and forth, without success!
in the end you will be informed that you are a VIP customer and now you have a personal supervisor in my case "eugene" !!!!! The only difference is that he / she never answers, that is, when I first asked him / her over two weeks ago, today there are at least ten inquiries and no answer is received !!!!!!! At the end of the day, this is all a hassle and I intend to turn to the kassensturz and observer,
apart from my enormous effort, the whole thing is a single scam! I will also take legal action because I now want some of my missions back !!!!!
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2 years ago
Dear Rosmarie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. There isn’t anything unusual if the casino asks for additional documents.
Which documents have you already provided, please? Do I understand correctly that this was your first withdrawal attempt?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
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
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2 years ago
Translation
Grüezi Kristina have you received my emails that I forwarded from sue?
sue can see from the documents that it was the x attempt. Then payments of eg euro 2000 on December 21st, after a long time back and forth with over 10 documents and about 20 mauks were promised but were not paid out again. So it started again on December 26th! You still need ubd and and !!!!!!!
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2 years ago
Thank you very much Rosmarie for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Rosmarie,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite WildTornado Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Rosmarie and Casino Guru colleagues!
Thank you for letting me know about the inconvenience with withdrawal that appeared. I've thoroughly checked player's withdrawal requests, and as I can see last 7 withdrawal requests were rejected, unfortunately, due to the moment that withdrawal information wasn't filled correctly. Dear Rosmarie, you can check emails from our side to see more information about rejection reasons. Please make sure to fill in all withdrawal information correctly and don't hesitate to contact our support team in case of any inconveniences or questions, they are working 24\7!
Kind regards,
Wild Tornado Casino
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2 years ago
Dear Rosmarie,
Could you please forward the last statement from the casino with the reason why your verification failed to my email address (peter.m@casino.guru)?
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2 years ago
Translation
Yes I like to do!! The statements are incorrect from wild tornado !!! It is a credit loading card. Which is issued to me, this also has no iban number !! In some places this was never a problem, ie payments are made to the credit card with which the deposit was made !!! This re-loading card only works on a credit basis! I use this on the internet as there are no direct bank data attached to it.
on December 20th and 21st this was clarified in front and back, with over 30 e-mails, documents etc. whereupon I received the e-mail from wildtornado
received euro 2000 to receive or would be paid out! But that never worked, ie I didn't have this bus today !!!! on December 26th I tried again the whole scenario start from the beginning until today !!!!!!! I send mails separately
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2 years ago
Dear Rosmarie,
I looked at the emails from the casino you forwarded but there is no clear statement explaining why the withdrawals have been rejected.
Dear Wild Tornado Casino team,
Could you please explain what exactly the problem is?
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2 years ago
Dear Peter!
The Player's documents were verified at 21\12, and all withdrawals that were requested after that date were rejected due to incorrect withdrawal credentials, player contacted our Support Team regarding that moment many times, and they have provided a thorough explanation, the last one was provided on 4th of January, around 7 am UTC time.
Thank you for understanding!
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2 years ago
Translation
Hello peter. On the 20th and 21st it was clarified why these dates are not the same! After that I received the mail euro 2000 could now be paid as payment !!!!!!!!! What is this nonsense now ????? If wild tornado doesn't know this card, it should never have been charged !! Why has nothing bothered you during the stress? It can't be that you have to explain the same thing a hundred times and you still don't understand !!!!!! Why was this fact not stored on my account with this re-loading card, so these problems would not have existed !!!!! Why has the alleged vip advisor never contacted me since December 26th ????
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2 years ago
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Good evening peter. I would like to ask you if you don't notice that we were in
rotate circles ???? !!!! from the x mails from December 20th and 21st this problem is evident, ie the name is not identical !! After more than 30 mauls and further documents I can send the mail I can transfer euro2000 !!!!!! which was never possible despite the promise !!!! Seud the 26.12 they come back with the same nonsense !!!! Because the name wouldn't be right. Etc !!! it can't be that one declared on December 21st, now this has been clarified but never paid out, as promised ns now arrives again with the same mist !!!!!!!! Yes, the names are correct and not the same, but that was clarified on December 21st and 22nd !!! Aksi what sioll this crap what was determined or communicated on December 26th or January 4th !!!!!!! Why were the emails or agreements from December 21st / December 22nd not deposited with wildtornado payout stelke ????? So this monkey theater would have been created since December 26th !!!!!! It is noticeable that you always pretend that you don't know anything about the mails from December 21st or the promise, and you want to start with any messages from December 26th or January 4th !!!!! As I said, you can hopefully read your promises of 21.12 / 22.12 by email which you never kept !!!! Either these packs are absolutely incapable of recognizing connections or simply do not want to adhere to their own terms, but as I said, they are hardly that stupid and cannot read what they promise their customers !!!!!! Understandably, this promise came about after more than 30 mauls. Where you were told why these data are not identical !!!!! Striking if this is supposed to be such an oroblem why was this card ever charged! ???? !! Should hot load pay out but not!?! ??! How sunn wildtornado thinks her customers are !!!!! As a former bank employee, all bank transfers are available to me, so I advise wild tornado to pay out the euro 2000 from December 21st and 3500 from December 26th! As already announced, I am no longer ready to accept this affair theater and the hypocritical reasons that should have led to ener not being paid out !!! If this money is not booked on this credit card by 01/15/22, I will take legal action, ie I will also inform the media about this story! In switzerland there is consumer protection, kassensturz and observers these have a very, very large influence in the media !!! Kassensturz, for example, is broadcast on srf1 every week on Tuesdays. Preliminary investigations have shown that he is very interested in these incidents or would also broadcast them! Because of their influence, wild tornado would certainly lose x customers and receive a very bad rating on the internet in the future! It will definitely not work on December 21st / December 22nd after 30th
mails to explain you have now understood what is going on and on December 26th start the same theater again! This is more than unprofessional and suggests very poorly trained and incompetent employees !! In addition, it suggests that no money should be paid out, no matter how, because as I said, even these employees cannot be so "stupid" that they promise their own from 21.12 / 22.12 suddenly do not want to understand😡😡😡🥴🥴🥴as also recorded alke other providers transfer the profits azf the same account or the same card that sue charged !!!!!! It is absolutely incomprehensible what Wildtornado Bun wants to have a problem with, in particular because you had declared on December 21st / December 22nd, now you would have understood and verified the account accordingly !!!!!!!! Either the employees are absolutely unable or should simply no profits are paid out !!!! What equals a cheat and what I assume in the meantime accordingly you would have to be reported on the internet so that no other players would be cheated of their winnings so badly !!!!!!!!!!!!!
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2 years ago
Dear Rosmarie,
Please when you type check your messages for typos because your text is extremely hard to read this way. If I understand you correctly, the problem is that the card you made deposits from isn't in your name? In whose name is the card and what kind of card is that?
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2 years ago
Dear Rosmarie!
I can totally understand your feelings, I've checked all your withdrawal requests, and as I can see our security department requested verification of all used payment methods and cards, please notice, that it's a usual KYC procedure for all licensed casinos, and all details can be found in our Terms & Conditions. As I can see eventually all required documents were provided and KYC procedure was passed successfully on the 22nd of December. Since then you are able to withdraw your winnings without any further obstacles. However please make sure to enter your withdrawal details correctly.
Also I've checked all emails to your personal VIP manager, and as I can see manager replied to you numerous times, however haven't received any information back, unfortunately.
Thank you for understanding!
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2 years ago
Thank you Wild Tornado Casino team for your reply.
Dear Rosmarie,
If I understand correctly, you should now be able to make a withdrawal, can you confirm that?
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2 years ago
Translation
Grüezi no that doesn't work !!!!!!!!!!!!!!!!!!!!
please stop writing from virne by names that are not correct etc !!!!!
that must be on the card which was charged! why
is it not humanly possible to cause this to happen !!!!!!! It's not about the name is wrong etc. Why and why was clarified on December 21st and 22nd !!!!!! I don't want to disclose any further private bank details about myself !!
how do you come to claim my personal vip bearter would have written back ???? This is not true !!!
my personal advisor is called eugene and has never answered !!!! Now I have received an email he will only be back on January 17th ???? !!!!!!
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2 years ago
Thank you for your reply, Rosmarie!
Indeed, your personal manager will be available on 17th of January, however, his colleagues and our support team are able to help you with all your inquiries.
Thank you for understanding!
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2 years ago
Translation
they obviously can't !!!!!! You are able to recognize what it is about: this credit card is a reoladkredit can on
bank counter to be charged !!!!!!!! And that's exactly where the money should go, what about it you don't understand !!!!!! ??????? This is a month! So don’t hesitate to help !!!!!
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2 years ago
Thank you for your reply, Rosmarie!
Please notice, that your account was verified, and you are able to withdraw your winnings to one of your bank accounts simply by creating a withdrawal request. However please make sure to fill all information of your bank account correctly while creating a request.
Thank you for understanding.
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2 years ago
Translation
Hello peter. I just don't believe that now !!!!!! for the hundredth time: they are correct !!!!!!!!!!! I notice that people get involved again and again and the drama starts all over again !!!!!!!!!!!!
it is now enough with this almost "limited" do!
obviously these are only able to do things 0x8x15 !!!!!!! With some banking knowledge you would know what it is about !! I gave this xxx times explained, but how blindly you write again the same crap !!!!!!! You should try it yourself if you are so smart!
I don't do that anymore !!!! Either the due euro 2000 22.12 and the 7x500 euro 26.12 are paid out immediately to the deposit card or I contact the media, the internet and the ombudsdtelle Schweiz !!! No decent company is not able to arrange this and always writes stubbornly irgrndeinen nonsense that cannot be implemented !!!!!
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2 years ago
Hi Rosmarie,
I still don't know what exactly the problem is. Have you tried to use different payment methods to withdraw the funds? If the casino confirmed that your account is fully verified and you are free to withdraw your winnings, I would try to use all available payment methods.
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2 years ago
Translation
Grüezi Peter I have that?!?!? Obviously the casino does not recognize this rep card!!! It was also clarified why my name is ruesch-studer, so the casino has deposited studer and it was ruesch. But it's all useless! It is not clear to me why it is not simply paid out to the deposit card???? Where is the problem??? Sue was also affected by the wild tornado!
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2 years ago
Dear Wild Tornado Casino team,
Could you please explain why Rosemarie can't make a withdrawal even when using different payment methods?
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2 years ago
Translation
Hello Peter
According to the information from the casino, my personal vip advisor would be back on January 17th.
I have an email for him
sent, again no reply!!!!!?????
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2 years ago
Translation
Since this eugene does not answer, it can be assumed that it simply does not exist!!! Ergo is simply a lie !!!!!!!
Don't you notice that you're just going in circles!!!!
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2 years ago
Dear Peter!
Kindly notice, that player is able to withdraw only to payment methods that were used for depositing, due to our AML policy, the player is able to create direct bank transfer withdrawal to any of their bank accounts, that was used for depositing, or to deposit from the new payment method, that is available for withdrawals in their region, and withdraw using it.
Dear Rosmarie!
Kindly notice, that we haven't received any emails from your side for almost two weeks. Please contact our support via chat to clarify that the email of your VIP manager is entered correctly.
Thank you for understanding!
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2 years ago
Translation
What am I supposed to do with it???? Exactly that was my request a month ago and in a hundred mails!!!!! The money should be booked on due deposit card!!!!!!!!!!!!
eugene vip bearer!!! Stop with this rubbish if it's spelled correctly!!!!!' You said he would be back on January 17th!!!!!!
I would not have reported for two weeks is simply a lie!
Questions that have been answered a hundred times are asked again and again!!!!
as if they knew nothing!!!!
maybe you can't read!! Or is it just to wear customers down so they don't get their payout!!!!!!!! You had clarified alkes on 21.12 and sent me an email, finally read what you wrote, I am now receiving the payment of 2000 euros!!!!!!! This is not on my account until today, that's a fact and nothing else !!!!!!!! Except pointless mails !!!!!!! Transfer the 2000 euros we promised without another hundred excuses!!!! Because all your mails are spinning around in circles to get you hooked and worn out!!!! Finally do your duty!!!!!!
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2 years ago
Dear Rosmarie!
Thank you for your reply. Please create a withdrawal request if you like to make a withdrawal from your balance, however, please make sure to enter all your personal information correctly in the field, since your last requests were rejected due to the moment, that withdrawal info wasn't entered correctly, unfortunately.
Thank you for understanding.
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2 years ago
Translation
Stop with these unfounded allegations!!!!!!!!always writing the same crap because you are not able to recognize the connections!! The dates were and are correct!!!! there are no others!!!!!!! On 12/21 They promised to make the payment because the matter with payment data etc had been clarified!!!!
this payment will never be made!!!! what is so difficult about depositing euro 2000 on the card where the charges were taken!!!!!!!
where is your problem???? Anyone can claim some kind of confused crap and you keep repeating yourself!!!!!!!!??????!!!!!!!as I said the 2000 euros are not paid out I will report fraud and incompetent behavior on your part or consciously to wear down the customers!!!!
moreover, they have not clarified why eugene/due the alleged vip consultant does not report!!!!!!!! You would have to know them if they existed!!!
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2 years ago
Dear Rosemarie,
This doesn't seem to lead anywhere. Since the used payment method doesn't work, I suggest trying to use a new one that is available.
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2 years ago
Translation
I only have this reload credit card!!!! If it is charged, payments can also be booked on it!!!!!!! Ie I don't have any other payout method!!!!!! The deposit works!!!!!Today I have no reason why it shouldn't work???
I don't want to give any direct bank details, especially since I don't trust this casino in any way!!
Either the employees are simply incapable, which I also assume and it is not about having to pay out any money!!! Nothing is clarified or answered directly!!! What tb doesn't work or is rejected? First it should have been the name, after the verification and the promise to pay out there is no more relevant answer. Do you really not notice this?!?!
Otherwise, please give me the address/management details of wildtornado, as I will take action against them!!!
where is this eugene my vipberter who is supposed to be back on 01/17/22???
you are welcome to forward this mail!!!
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2 years ago
Hi Rosmarie,
If you don't have any other active payment method, I suggest creating/registering one. I'm sure your winnings are worth the time and effort. Alternatively, if there was a mistake or a typo in your bank transfer information, request a new one with correct data. In case this doesn't work, please make a video of it and send it to my email address (peter.m@casino.guru).
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2 years ago
Translation
Hi!!!!!! I asked why the card is being charged by wildtornado, but it shouldn't be possible for winnings to be paid out on it???!!??!!??Please answer my question and don't write me anything either!! !!!!!! For security reasons, I do not want to release any other bank details!! Also note that your institution has no effect in order to
suf specific questions to get answers!!!!!!
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2 years ago
Dear Rosemarie,
I hope you understand that I don't work for the casino. Your withdrawal was canceled because you used the wrong personal information. Since you didn't send me any video of the issue with the withdrawal and refuse to create a new payment method, I don't know how I can help you. If we want to make some progress here, there are two options:
1. make a withdrawal with correct data using the existing payment method
2. create a new payment method available in your country and make a withdrawal using that one
If you are afraid to give the casino your bank details, I'm not sure why you play in an online casino.
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2 years ago
Translation
Hello Peter
Are you asking me that seriously???????!!!!! That's why I have this reload credit card from Swissbankers! I've now explained this to icv x times so that I don't have to disclose any further bank details!!! All payments to wildtornado were deducted without any problems!!!!
Now tell me where the problem is in reverse paying out winnings!!!!! Suddenly claiming the data was not correct!!! just the same data/card which was charged x times!!!! !
I have always handled this with other providers without any problems!!!!!
In the meantime I received an email that my player account had been credited with 200 euros, which was correct. But today they were gone!?)?)?
rosemary
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2 years ago
Dear Rosmarie,
I'm afraid this doesn't lead anywhere. You just keep complaining that you couldn't make a withdrawal using your reload credit card but you refuse to use it again or any other payment method. You received a statement from the casino that you are free to make a withdrawal, so if you want your winnings, you know what to do. Your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). Thank you for using the Casino Guru complaint resolution center. I wish I could help you more.
Best regards,
Peter
