The player from Hesse had initially struggled with account verification because the casino did not accept his bank statement and proof of card ownership. Despite these struggles, he was able to verify his account. However, he then encountered a new issue where the casino refused to pay out to his Paysfe account or accept his virtual MasterCard for withdrawal. The casino had requested a German IBAN, which he had provided but had received no response. Despite his daily communication with the casino, all his withdrawal attempts had been cancelled. We had advised the player that withdrawal methods might differ from deposit methods and asked him to choose from the available options. However, the player did not respond to our queries and suggestions, leading us to reject the complaint due to a lack of further information.
Wildz Casino DE - Player struggles to verify the account.
Amount: €680
Wildz Casino DE
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I am unable to verify my account as you do not accept my bank statement and there is no proof of ownership for the Mastercard on Paysfe. This is all I have and nothing is happening. You also don't accept my card because my full name isn't on it. I don't know what to do. Another employee said that prepaid deposits do not need to be verified. I hope you can help me.
Hello brian2512,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wilds Casino DE. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
They have now verified my account but don't want to pay out to my paysfe account. They don't accept my virtual MasterCard. I can do whatever I want. I've tried everything. I write to them every day. Now they want a German Iban, which I've sent to them so far no answer, I don't know what to do anymore, I deposited with my virtual master card from Paysfe and they just don't want me to transfer my money back to it. I don't know what the problem is Making it difficult to get your money every payout is canceled maybe you can help me
Hello brian2512,
Please keep in mind that you can't always request a withdrawal to the same method you used to deposit. You have to chose a method from the available ones offered by the casino. Is there any payment which would fit you to withdraw through?
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