The player from Austria is experiencing difficulties withdrawing his winnings due to awaited Skype call verification. The complaint was resolved as the player was succesfuly verified and received his withdrawal.
WildTornado Casino - Player’s enquiring about the account verification.
Amount: €2,000
WildTornado Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello and good afternoon
Won on 4.06.21 in Casino 2000 euros, submitted all the documents for the verification and was then blocked and was told that it should go via Skype, why why don't I fight for a good month and just get the same answers in each other Casino is faster and easier
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3 years ago
Dear Patrick,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly and the issue is incomplete account verification due to upcoming Skype call, is that accurate?
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. It is nothing unusual to undergo a Skype call to verify your account and I would strongly recommend attending it.
Please keep me updated and let me know how the call went. Thank you very much in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello, thank you very much Petronela tried to get a Skype address through the support but unfortunately got no answer.
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3 years ago
Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.
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3 years ago
Translation
Hello I received the Skype call today. After about an hour of Q&A, I was told that I should receive an email in a few hours. I'm curious if that will happen.
Keep up to date.
Lg. PATRICK
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3 years ago
Hello Patrick,
I'm Nick and I'll be assisting you from now on in your case. Was the skype call for verification purposes? Did they contact you since then? Are you now able to make a withdrawal request?
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3 years ago
Translation
Hello Nick
Yes, the call was to check with a lot of questions not only about your personal data but also about the last games, what you played, how high the stake was, how high the last win was and so on.
But I received an email that my account is working again.
When paying out via bank transfers, it says Branch Address is that the address of my bank?
Thanks for your help since a good team.
Lg Patrick
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3 years ago
Hello Patrick,
As I'm not 100% sure in the answer and don't want to advice something wrongly so I would rather like to ask the casino to help to process the player the withdrawal to resolve the issue.
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3 years ago
Hello Patrick and Casino Guru Team,
Thank you for the invitation to join the conversation.
Answering your question, we want to inform you that the Branch Address is the address of the player's bank. Our support team is working round the clock, so customers always may contact us at any time in case they need any assistance.
Also, our Financial Department has already successfully approved Patrick's withdrawal requests. Bear in mind, that it takes about 5-7 banking days to process the payment on the bank side.
We appreciate your cooperation and understanding.
Kind Regards,
Wild Tornado Casino Team
