A player from Brazil is having trouble with the casino accepting his proof of address documents. Even when providing documents like utility bills and bank statements, they were all rejected. Additionally, the casino has rejected a previously accepted document from the player's MuchBetter account, demanding the transaction made at the casino be shown on it, which is impossible due to statement time limitations. We contacted the casino, and its representative informed us about a necessaty to provide other documents for the verification. Due to complience reasons, Wildz requested another document for identity verification and proof of address. Unfortunately, the player wasn't able to provide other documents than their national ID and utility bills, therefore the casino couldn't proceed with the verification and agreed to return the deposits in full. The player confirmed receiving the money back. In the end, we rejected the complaint.
Wildz Casino - Player faced difficulties with document verification.
Amount: €655
Wildz Casino
Safety Index:HighOther
REJECTED
Case summary
The casino refuses to accept any proof of address that I submit. I have sent my utility bill, mobile phone bill, and credit card statement from ITAU bank, but they've rejected everything and claim they need a different document. Under the proof of address tab, it says "utility bill", so I would assume at least the utility bill would suit this requirement, right? Now another issue has arisen. They asked for a statement from my MuchBetter account, which I originally used for deposit. I sent it, they approved it, and now they are suddenly rejecting a document that they previously accepted. Their current explanation is that the document must contain the transaction made at the casino. However, there is a problem: MuchBetter only issues statements for up to 31 days in the past, and the deposit was made before that period. I am at a loss as to what to do or what documents to send to this casino.
Hello anapaulaaz,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Did you try to contact your payment provider to request the document the casino requires from you? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
My struggle to complete the casino's KYC started on 06/14/2023, when they did not accept any documents, including proof of identity, selfie, proof of payment and proof of address, this month now I managed to speak to the casino and they approved some documents (identity, selfie, payment). So I started sending more documents so that the proof of address could be approved, but without success and I still had the proof of payment refused (which had already been approved). So at the moment I only have proof of identity and the approved selfie, proof of address and proof of payment declined. I haven't tried to contact muchbetter yet (that idea hasn't crossed my mind) as I had already sent muchbetter's transaction history to the casino and they didn't accept it. They only accepted the PDF issued by muchbetter, but it is limited to 31 days, but that's ok, in the meantime I will try to talk to muchbetter support and see if a statement showing the transaction at the casino is possible. The last time I spoke to the casino was on 09/28/2023 to ask why they don't accept any proof of address documents (including electricity bill) and why they refused my muchbetter document that had already been approved.
Before sending the muchbetter statement, I had already sent a printout of the transaction to muchbetter, which unfortunately they did not accept:
I just got a response from muchbetter with a statement that contains the deposit at the casino. I sent it to the casino now as proof of deposit, and I will be attaching it here too. About proof of address: I still don't know what else to send to the casino.
Now, after they accepted my last document from muchbetter, my identity document is "pending" again. The casino keeps playing with approving and disapproving my documents. I have proof that my identity document was already approved, the casino sent me an email when they approved it, here it is: 
Now I have only approved muchbetter's proof of payment, remembering here that there is also a field where they ask for a selfie holding the document, which by the way is currently "verified".
Identity document, which is my national identity valid throughout Brazilian territory, is "pending" and proof of residence is still the same, refused because they want an alternative document, for no other reason.
Hello anapaulaaz,
Based on the e-mail received from the casino and your previous description, the proof of address is still missing. Can you please advise what kind of document did you forward to them in order to verify the address and if they did specify why was it rejected?
Hi Nick, That's exactly the complaint. They do not accept my proof of address and do not specify why. They just say they need an alternative document, and I've already sent several. As mentioned at the beginning of the complaint, I have already sent an energy bill, telephone bill and credit card bill.
I will attach the energy bill that I sent to them below, and they did not accept it.
The last print of the email I sent to you was just to show you that my ID was already approved, this email is from last month, at the moment my ID is no longer approved, it is now "pending". They approved it in the past, but now it's been put on "pending", and they're asking for an alternative id again. Can you understand me?
Hello anapaulaaz and thank you for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi anapaulaaz,
I've just reviewed your case and am sorry to hear about these issues with the verification of your documents. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Wildz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what exactly the reasons for rejecting the documents the player provided as her proof of address are and what type of document you expect? Why the player's identification document was declined if it had been approved before?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hi all,
I have taken a look at the account and I can see that we are still missing Proof of address document and a valid ID (passport).
The ID that we previously got was expired so it can not be accepted and for the proof of address document we would need a government issued letter that has your full name and home address shown.
Once we have received these documents to complete your account verification we can proceed with the withdrawal.
I hope this has been helpful.
Best regards,
Rootz
This isn't fair, since I don't have a passport, and I also can't afford to get a passport just to send it to a casino. I have already sent the casino my national identity (RG) which is valid for at least 10 years in Brazil and proof of address such as water and electricity bills.
In the document fields it says accept "ID" for identity.
And utility bills for proof of address.
The casino simply does not accept the documents that they say they accept.
Furthermore, the Brazilian national identity does not even contain expiration information, what is written on it is the date of issuance, which refers to the date on which it was created. In short, my identity is not expired, and is valid throughout the country.
Thank you for the response, Wildz Casino.
Dear anapaulaaz, could you please send the ID documents you used for verification to me as well, so we can have a look? My email address is natalia.b@casino.guru. As I can see we already have the electricity bill from you.
Regards,
Natalia
Hello Natalia, I just sent you photos of the front, back and front and back together of my identification document.
Dear anapaulaaz, thank you for your email, I've received a photo of your document.
Dear Wildz, could you please specify, on which basis, you decided the document was expired?
As I can see from the player's ID, there's only one date provided - data de expedição - which means the date when the document was issued. It says 02/07/2019. In accordance with Federal Decree No. 10977 from February 23, 2022, all identity cards that were issued before will lose their validity ten years after the decree is enforced. So, based on this, the player's identity card should be valid until 2032.
Here's the link for the reference, where you can check the regulation of the Brazilian identity cards: http://www.planalto.gov.br/ccivil_03/_Ato2019-2022/2022/Decreto/D10977.htm
Hi all,
Apologies for the mistake I made previously about the expired ID. The reason the ID was not accepted was not the expiry as the ID has not expired yet.
I requested information from the relevant department and was informed, that due to compliance we sometimes need alternative documents and for this reason the ID was rejected and we need a photo of passport. The Proof of Address document was rejected as we need a government issued letter such as taxation letter for example.
This verification is needed before we can move forward with the payment request.
I hope this was helpful.
Best regards,
Rootz
I reiterate to everyone that I do not have a passport.
And in addition "ID" is listed in the documents tab.
I have never had a problem with my identity at any casino.
My identity is valid and the casino simply refuses to accept it for no real reasons.
Regarding proof of address: I don't have any tax letter. I have a water bill, electricity bill, telephone bill, bank statement, credit card statement.
At least here in Brazil, all these documents are valid for these purposes! And they are also listed in the casino documents tab.
Dear Wildz Casino, I'd like to highlight the fact that Brazilian citizens aren't obliged to have passports. Brazilian passports are used for traveling abroad, while the main identification document is cédula de identidade (or carteira de identidade, or "RG"). Can you specify why the main identification document is not accepted?
In the case with the proof of address, you haven't accepted the utility bill, but do you usually accept a bank or credit card statement if players do not have any government-issued letter in their possession?
Dear anapaulaaz, could you please specify if you have a driver's license, which can also serve as a substitute for identity documents in Brazil?
I don't have a driver's license. A driver's license costs 5000 reais in Brazil (practically 1000 euros). I'm here to try to get my 650 euros back.
I don't want much from this casino, I just want my money, I'm willing to accept it until they only return my deposited money and close my account. Because I deposited 500 euros, I'm only earning 150 euros.
They can return my money directly to the same muchbetter it was deposited from, there is no sense what the casino is doing.
All my documents are valid, and as you said, I am not required to have a passport. I am also not required to have a driver's license.
And once again I say: the casino documents tab says "National ID".
The truth is that the casino accepts Brazilian players, but refuses Brazilian documents. LOL.
Hi all,
Due to compliance reasons sometimes we need alternative type of documents to fully verify the account. For this reason the national ID card or the proof of address documents have not been accepted.
I have talked with the relevant department and we have decided that we will return the original deposit back to you.
Please log in to your account and request a 500€ Withdrawal back to the Muchbetter that you used for the Deposit. The Withdrawal will be accepted as soon as possible.
I wish you a nice day.
Best regards,
Rootz
I requested a withdrawal of €500 to the same deposit method at this exact moment.
Hi,
We have accepted the Withdrawal now. You should receive the funds within 48 hours.
I wish you a nice day.
Best regards,
Rootz
Thank you for the updates, anapaulaaz and Wildz Casino.
I'm sorry that we were not able to help you with the verification, anapaulaaz, but at least the casino returned your deposits in full, which we consider to be a fair approach, regardless of your possible negative experience with it in general, which I fully understand.
Although the case wasn't solved, the player received the deposited money back, therefore this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
