Wildz Casino Ontario - Player’s withdrawal delayed and account has been blocked.

Hi I just wanted to fe a complain on this casino namely Wildz Casino...I've been playing here ling time...but this is the forst time that I will withdraw...I receive this confirmation on May24tth that my withdraw was approved already so Ive been waiting for it on my bank account...then after 5 business days I talk to them that my withdrawal was still not in my bank account...then suddenly they message me that they need proof if they send me the money or not ...I was so mad like why is it thats a problem and the reason I am si mad cause I read about this question already that the next one is they will tell you about your gambling problem...and I am right...they dont just want to pay...I am so trust them so much that I played with them a long time...I enjoyed playing ...but now it isnt..then they blocked my account...why casinos are so concern about your gambling problems when you are withdrawing already...but not if you sre depositing ...I didnt send them there request cause it is too much personal already...they wanted ro send every single details of whats inside my bank account...I am so frustrated cause I trusted them...I played on MGM win thousands of dollars and BEt Victor but nothing like this happened.I withdraw all of it and no hassles...So this WILDZ Casino just dont want to pay me out...so please help me...

Hello Pimongbubog,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wildz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Yes it was verified long time...If it isnt then they will not tell some alibi...atleast 1st alibi is they wanted me to show them my bank account making sure if they didnt send me money yet...WTF...they must know if they send me or not already...and the seccond one after that is they notice abbout my gambling and thats makes me so mad...they didnt prevent you from depositing but now that I will withdraw they are concern? My God why are there people like this...the last time we spoke was 2 or 3 days ago in an email already cause they blocked my account..I accumulate the money with real money with a bonus like 100% match up...Hope you can help me on this...

The money was out of pending already maybe about 2-3 days and they said wait more for about 1-5 days...and after 5 days...The circus begins...cause the clowns started their thing....Maybe thats why it is called Wildz inthe first place...

Hello Pimongbubog,

If the withdrawal is ongoing for less than 14 days, I can only recommend to wait. Please let us know in case it would take longer.

No I am talking to them emailing them but they dont reply about my withdrawal...So its a lost cause...

attached here is the respond for the first time in email on my concern to Wildz.....Their third alibi....Attched here also is my respond and the email with the date that they approved the money that I am waiting for until now...They dont want to give me my withdrawal...It is my first time withdrawal that is approved...but they dont want to pay....their date of alibi is wrong also...cause the money that they approved on May 24th is gone already on pending so how can I wothdraw specially on the 26th of May...They are making me so stupid already...thanks for this Guru....I hope we can do aomething about it

Hello Pimongbubog,

Can you please forward your full deposit and withdrawal history from the casino and forward it to nikolas.b@casino.guru?

I can’t…They locked my account since I complain about my withdrawals Sir…So I can’t ..That’s what I wanted also…It’s a tactic of course if they won’t gonna pay…

Hello Pimongbubog,

Would it be possible to request it from the casino as it's your player data. Based on the casino's e-mail, you canceled the pending withdrawal on 26th of May and gambled away the balance that's why it would be important to see the history.

Well even though they dont want to send me...I will let you see what I sent them ...I sent them what they wanted already...A big silent eversince...They did not reply...They wanted my May 25th till now of pdf file of my bank statement...so I send them...They send me a confirmation May 24th Sir Guru...The money that was May 26th is different story...so why are they always saying I withdraw it from 26th ...On May 24th that I got my email of confirmation...I log in ASAP on wildz to see if the $1000 is still on the pending list ...But its not there anymore...so Im so happy cause Im pretty sure that they will send it to me now...Maybe the one they are talking about is I deposited again to play cause I know I will have that money that I withdraw already...I will send you the bank statement..so that you will believe me also...Cause in all this its like you are not believing me too...

I will send you to my email Sir Guti...I cant attached here

Thank you Pimongbubog for all the information provided so far. As it is still unclear whether you had a pending withdrawal or not as we would require to see the gaming history, your complaint will be forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Pimongbubog,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Wildz Casino Ontario team,

Could you please explain the player's situation in more detail? What happened with the pending withdrawal in question? Were there any other successful deposits while the withdrawal was pending or before/after? Was there any money in his account at the time the casino decided to close it? If so, should the remaining balance be paid out?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru). It would be great to see the user's transaction history (especially a few last deposits) and game log from the moment of requesting the withdrawal of 1,000 CAD until the closure.

Thank you Sir Branislav....I appreciate this...I am so hopeless already...hope you can really help me...Thank you so much

Hello Pimongbubog,

Thank you for getting in touch with us.

We have reviewed your request and can confirm that you had indeed made a withdrawal request of 1000 CAD on 26/05/2024. This request was however cancelled by yourself on 26/05/2024 and the funds were then lost through gameplay. Your account was then restricted on the 30/05/2024 and self exclusion added on 03/06/2024. Unfortunately it is not possible to refund funds which have already been gambled, this is also mentioned in our terms and conditions.

We apologize for any inconveniences this may have caused.

Kind Regards,

Wildz Team

How can I gamble something that was not in my account anymore? do you really expect that your drama will prevail? Show them all my records Wildz...Show them who you guys really are....It must not be edited cause as you can see...Or maybe you are blind....I have evidence of approving my withdrawal....It was May 24th....How can I withdraw something that was not there already...Show them That I deposited after May 24th and win again .....Show them that I withdraw again after that ...because that is the one you are talking about I guess...We all know It will show on the record if I really withddraw that money then why am I have to deposit? Such a brainless move WILDZ...

Thank you for your replies.

Dear Wildz Casino Ontario team,

Since the information you provided in your post does not fit the information that the casino provided to the user via email (please see screenshots he posted earlier), can you please look at my previous post once again and provide me with all the requested details and supporting evidence?

Hello Pimongbubog and Branislav,

We would like to apologize for the misunderstanding and add some more details.

To clarify the case, a 1000 CAD withdrawal request was made on 23/05/2024 00:09:29 UTC which was approved on 24/05/2024 09:10:41 UTC. Our payments team had confirmed that the withdrawal was approved both from our side and the payment providers side. Therefore for us to be able to investigate and track the payment, we require a PDF file of a bank statement from your online bank account. We need to see the account number, and all payment transactions from 24/05/2024 until today please. The previously sent documents have unfortunately not been approved by our payments team due to being incomplete or not in the correct format.

During this period, the account was self excluded on 03/06/2024 due to concerning comments made in chat with customer support. There were no funds on the account when it was closed. A 1000 CAD withdrawal request was also made on the 26/05/2024, this however was cancelled and the funds played with. Regarding the list of transactions, this would need to be requested via dpo@rootz.com and your ID attached as identification.

In order for us to proceed with the request and locate the missing withdrawal, we still require a PDF file of a bank statement from your online bank account where the account number and all payment transactions from 24/05/2024 until today are visible please. 

Once again we apologize for any inconveniences this may have caused. Let us know should there be any further questions and we will be happy to help.

Kind regards,

Wildz Team 

Have You even reading all emails that you send to me WiLdz? Its like a broken cd...repeating itself over and over again...I even send to you every week that thing that you wanted since June 1...And explain to you also how can I give to you a pdf file of June statementt when its not even end of the month yet....but I send you the screenshots from my computer all my records since then but you did not accept it...you really wanted the whole June stetement lol....Its only fucking June 1st how can I ? Time travel huh Wildz???? I dont know who is managing your casino but its time to you guys to get some help or something....But no worries I will give what you wanted....I hope you just paid what you owe....Not to greedy to just steal a $1000...to just a single person like me....I mean how much money are you earning in every single person that plays on your casino??? thats so shameful of you to steal from the one who trusted playing in your casino for such a long period of time....

To WiLDZ:

I just send you what you wanted...or if you want I can send it to you here also so everybody can see it...I just swnd you my May and June Bank statement...Hope you will open your eyes and see that is nothing to hide...but you do....so in order for this to finished...just apologized and pay my money ...my $1000 that I earned...Thank you so much....

To Branislav Sir:

I would like you to have also my bbank staements that they wanted...I will send it to you also for checking....Thank you also Sir for helping...I appreciate it

Thank you very much, Wildz Team, for your response, email, and additional clarification. Now everything is clear.

Dear Pimongbubog,

Thank you for your email and the bank statements from your bank account. However, I sincerely hope you were not serious about that...

Alright. So, there was one withdrawal you requested on May 23, 2024. This one was approved and processed accordingly on May 24, 2024. Then, there was another deposit you made, as you yourself claimed above, and another withdrawal request you made on May 26, 2024, which you cancelled and lost by playing ("The money that was May 26th is different story" - your words). So, the complaint is only about the withdrawal from May 23 (approved and processed on May 24), which allegedly should not have been processed successfully or credited to your payment method.

Considering your bank statements and the fact the one from May 2024 was obviously edited (confirmed by the original one from June 2024, in a completely different format), it seems like only the first page is from your original bank statement, and the rest originate from a completely different bank account. The same you already provided to my colleague Nick earlier.

So, now, since the casino needs your bank statement for the given period to investigate it internally, which is a standard process, let's do it as follows:

• Please provide the casino with the original and unedited bank statement from your bank account from May 24, 2024, until today or until the end of June 2024, the same one as you provided for June 2024, but for May 2024 - you are very well aware of what the casino needs from you
• Send it to the casino, and let us know once it is done
• Then I will ask the casino for an update regarding the review of your bank statement

It looks like you intentionally could have edited your bank statement for May 2024 to hide the fact your disputed withdrawal from May 23, 2024, could have been successfully credited to your payment method. However, although I could have rejected the complaint based on providing us (repeatedly) with incorrect and misleading/fake documents during the complaint resolution process, I decided to give it one more chance.

Looking forward to hearing confirmation of providing the casino with the requested documents soon.

ouch how can I edit that one...I wanted you to see a video from my bank...I edit the May statement but just the pages...They needed May 24 so I gave it to them...so the format is different ...But I do not edit the ones that all in the statement....I will send you a video of this one from my bank account online...I am not an expert on editing such complicated things...

Alright, so please provide the casino with the original unedited bank statement from May 2024 (the whole month) and confirm once it is done.

Thank you.

I will just give you the original ...Its very frustrated that you judge me already for that...They said as I repeat they needed May 24th because that is the day of approval...I even gave them and you my 1st page and with the May 23rd so that they will know that that is all on May 24th not edited....I not give them all tthe pages because I will know what will they do next if they see the whole thing..and there is no reason to give them since the approval was May 24th...The reason that they closed my bank account also if they see it....I am careful also of how their mind works...So if you dont believe what I will send you...then its on you...I just tried to reach out for help...but it seems you are on their side....but thank you for helping...I will send the original to Branidlav ....

I just send it to you Branislav...Thanks for everything...

Dear Pimongbubog,

Thank you for your emails! That looks like the documents the casino requested, finally.

Please note the previous version of your bank statement (the edited one) showed clear signs of editing, and only therefore, it was not possible to confirm if you changed also other of the important details in your statement or not. If it was edited, it is not possible to review it sufficiently by the casino.

Can you please send both bank statements (as you provided them to me in your last emails, in their original forms) to the casino and inform us here once it is done?

done..I send them already...This is the last time I will reply on this...if the result is as the same as before....I gave up already...And I do accept it already that I cant have my $1000....This just give me stress and $1000 is cheaper than stress and we all know that...So thanks for everything Mr Casino Guro and Branislav for listening...I really appreciate this...giving me hopes for a while...I truly am greatful...

Great, Pimongbubog, thank you for confirmation.

Dear Wildz Casino Team,

Can you please look at the last provided documents from the user, possibly investigate the matter, provided that everything is already OK with his bank statements(s), and provide us with an update?

If you believe them Sir then believe them...The question is,it is so easy to find out if you send me money or not...It will be on my record from the game....my transaction history...game history......even in my payment history....they are looking for a chance to see an alibi or a reason to have a chance not to pay me.....Sir...You of all people should know this...Why do they not know ...At first their alibi after a week of approving my money is ...let me repeat what they say after calling every day since they alprove it... " The money should be in your bank account within 3-5 days after approval"....Afteer a weekof calling them...They said " We noticed that you have aproblem on gambling so we locked your account for now"...Then after that " Can you send us a copy of your bank account statement make sure that we did not send you anything"......Now telll me who is the lier???who is the scammer?Thank you sir for your time..I really appreciate you helping me...I am tired of this..I cant get my money no matter what....thanks anyways for all your time...Have a good one....

And one last thing...They must show my history to be fair..Why I am the one always showing proof...where is their proof of a receipt that they paid me?Everybody and every casino site have a receipt or email by interact that You guys paid me...where is it???? Why do they dont want to show me or you my history in the game site? So who is really hiding something?So many alibis reasons just to scam people...You guys must be ashamed of yourself WiLDZ....take my money its all yours...so you guys will be filthy rich....Rich in an evil way

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

100*****1A19*******6....how you guys get this? Gigadat? Because I am pretty sure thats not the way their reference numbers are...and if that really a reference it must be 19 numbers only....not 20....And WilLdz for your info...Gigadat or wyzia or interact is not keeping records of transactions after a month...try that yourself in the reference checker if it will work...tsk tsk tsk....

Thank you both for the updates.

Dear Pimongbubog,

Thank you for your email. However, there is nothing about what I asked you for.

There is only one way to move somewhere with the matter now...

I can see you finally provided the casino with the correct and complete bank statement(s). However, since the casino's 3rd party payment provider/processor (Gigadat, which has nothing to do with your payment method/bank account besides sending a payment to your bank account) confirmed that the transaction was successful and funds left the casino's payment method, now it looks like the issue could have been on your bank’s side.

Now you need to contact your payment method provider (your bank, where you have the account you used for the withdrawal in question) with the transaction details you received from the casino and check it with your bank. I would say we cannot move anywhere without official confirmation from your bank that there is no such transaction or that it was unsuccessful. Your bank should investigate it on its side.

So, as I already asked you in my last email but you ignored it - Can you please contact your bank with the information and details from the casino below, and provide me with an official statement from your bank you will receive from them?

Please note if you are not able and willing to cooperate and provide the requested, there is nothing else we can do to help you, and I will be forced to close/reject the complaint.

I send you a copy of a message to my bank...I will be waiting for a reply...Normally they reply 1--3 days...So please do not be one sided....Give me also what I need..I need my game and payment history from them...Why dont you ask them also for that?Thanks...

Thank you for your email and screenshot, Pimongbubog. Can you also additionally ask them about the transaction with all and complete details from the casino? There were many more details than only 1 ref. number that you sent to the bank's customer support...

What do you need your gameplay and transaction history for, please? It would not change the situation regarding the withdrawal in question that we are trying to sort out for the entire time.

Feel free to inform us about any news from your bank.

Can You specify what to send them cause I dont have any idea....Wildz just gave that reference number so I have to check it...what do you want more from me? another reference perhaps? you want me to ask them all transactions from May 23rd and 24th if any of these came from Wildz? Caise I will do that now..

That is the reply of my bank

Alright, thank you for the update.

Can you please contact your payment provider once again, with all the details, as I recommended in my previous post, and inform us about their reply?

It would be great if your message included your account number, it is also a part of the details from the casino that you did not share with your payment method provider...

Looking forward to hearing from you.

ok no problem I will

I will wait for the reply....

Great, thank you for providing the confirmation.

Feel free to let us know once you have any news from your payment provider.

Dear Pimongbubog,

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.

sorry I just found out they email already...they wanted me to call and I wanted to give you one more reply from the Tangerine portal

so as you can see ...they said that its a dispite thst I cant get from the merchant....so whatever you guys decided...ots up to you...I am done one this...thank you so much for all of this circus parade of words....Thanks for the site for the opportunity of helping me on this complaints

Dear Pimongbubog,

You were informed that you should contact your payment method provider directly by phone. Have you already done that? If so, what information did you receive? If not, why?

I contacted them long time ago the first time they replied to me at the message or reply I posted here at this matter..they even transfer me to the security section and there is nothing or no money coming from a casino called wildz...will you believe me? ofcourse not....so even if I call now...Its the same thing they will say...It is there already...so believe it or not its up to you...Im done with this as I said..if you wanted to close this and side with them then you fail as a defender of someone like me

But if you were instructed to call your bank/payment method provider, with all the necessary details, it is not up to anyone but you. In addition, we cannot verify anything you claim about a call between you and your payment method provider.

Looking at your last post - you mentioned "so even if I call now...Its the same thing they will say...It is there already". So, did you already have a call with your payment method provider? If so, do I understand correctly they informed you that the transaction is there, and the payment reached your account?

It didnt reach my account...I called them already when they gave me that reference number...Do you understand english Sir? Enjoy my money both of yoi

I understand your English. However, if you noticed, I cited your claims above...

Dear Wildz Team,

Let's please get a bit back.

Since you confirmed that you received the requested original document from the player - is the casino/its payment provider able to clearly confirm or deny whether the transaction from the casino (the deposit in question) is in the provided bank statement or not?

If yes, which one exactly? If not - can you ask the payment provider to review the matter once again? Unfortunately, if the payment has not reached the user's account, and his bank does not know about the transaction (or we cannot verify the information provided during a call between him and his bank CS), it would be highly appreciated if we could have more details from your payment provider.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Wildz Team,

Thank you very much for the update.

That is a pity we did not get this information much earlier. I think almost everything is clear now, but I have only a few last questions.

If the payments team before confirmed that the user's bank statement did not show the transaction in question, the casino asked the player for the transaction history of his payment method from May 24, 2024, because the withdrawal was likely approved/processed on this date, what changed? What could have caused this misunderstanding, or how could the responsible team have found the transaction in the user's bank statement now? Can you somehow try to explain it?

For now, according to the information above, it looks like the player received his withdrawal earlier than it was approved/processed, which makes no sense.

Could it have been caused by a time difference (the player's payment method/location vs. the casino's system/payment method provider's time zone), so (for example) is it possible that someone reviewed transactions only from May 24, 2024, in the user's payment method transaction history and overlooked it before?

Hello Pimongbubog and Branislav,

We are happy to help further.

It seems that the transaction was initially missed when going through the bank statement, we apologize for the confusion this may have caused. The reason why the transaction is showing on 23 May 2024 on the players bank statement although it was approved on the 24 May 2024 is indeed the time difference of the players country. This has been confirmed by our Payments Team.

Should you have any further questions, please do not hesitate to ask.

Have a nice day!

Kind regards,

Wildz Team

Thank you very much, Wildz Team, for confirmation and for your help and cooperation during the complaint process.

Dear Pimongbubog,

Based on all the gathered information and details, we consider the matter resolved, and I will now mark your complaint accordingly in our system. The withdrawal in question was on your payment method for the entire time.

Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru