Wildz Casino - Player has been accused of opening multiple accounts.

Have been playing in this casino for some time and successfully received 1700$ in withdrawals before. When trying to receive a withdrawal of 1200$, I am told my email address is used on a third party site in someone else's name. When i explain I don't know what that is, the security team just hasn't even begun to process anything to do with my withdrawal or account, the chat agents have all told me continually it will be dealt with soon only to come back onto the chat hours later and the new agent tell me there isn't even an issue with my withdrawal. When I urge them to look further they come back and ask why I have a third party account. I again explain I don't know what it is and they say the appropriate team will handle it shortly. No option to speak to someone on a different team or higher up. No way to communicate directly with the team handling the issue so i am able to get information. Just a brick wall of run arounds.

Dear Jeremy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I hope I understood it correctly.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise, if to the best of your knowledge, there’s a possibility that someone else from your family members or friends has opened an account using your email address. Have you provided an access to it to anyone else in the past?

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,

Petronela

I have explained to them that I don't know where it's from but to just remove the account. I checked my email and there is no account like they are speaking of. I also told them, even if it was my family member. MY account is the only one I use and I have deposited almost every day since opening an account with them so I believe I have proved above and beyond that I mean no ill will towards their company. The most frustrating part of it all is that they are asking me to explain myself about this email on another account but I'm not given the option to do so and their team members have no sense of urgency about this what so ever. I truly feel as if my issue is being placed on the back burner on purpose because it has now been 3-4 days with not even so much as a slight change in the status of my withdrawal or the email address issue.

Thank you very much, Jeremy, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru?

Additional comments from the player:

"Hello,

I have an open complaint with Wildz casino. Today they've decided that after supplying them with every piece of identification they have asked from me, that they are closing my account and I no longer have access to my withdrawal of 1200$. What do I do to make sure I get those funds that are entitled to me. I proved my identity TWICE. Supplied them with whatever they needed and then offered more information if need be. I'm so frustrated and beyond disappointed because I have spent over 1000$ in their website and successfully received withdrawals totalling 1700$ before all this."

Thank you very much, Jeremy, 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.

Thank you for your help. They claim my account is closed with no chances of being reopened

I would like to ask Wildz Casino to join us and help us resolve the player's issue.

That would be great because they won't respond to me now. I have offered to verify my identity in whatever way they would like me to.

Unfortunately, we haven't receive any respond from the casino yet. We will keep trying to get in touch with them. Extending the timer by 7 days.

I've gone as far as to speak to a lawyer and have sent them a demand letter as the beginning process of a lawsuit. My only response from them was that they assumed my documents were falsified and that it was a final decision. I have offered to show any type of identification they need to prove it is me and still they aren't budging.

Dear customer,

Unfortunately due to GDPR, we are unable to provide any further information on the matter to a third party (unless explicitly stated on our website). Should the customer have a complaint or any questions regarding their casino account, they should contact us directly (support@wildz.com or via live chat).

More information about raising a complaint can be found in our terms and conditions sections 14 - 14.5.

Thank you kindly for your understanding.

I've tried multiple times to speak to your casino with no response. I've sent along legal documents stating my desire to go ahead with court proceedings and still no response. The lack of empathy for your customers is appalling quite honestly.

Dear jeremy,

Please let us know if you have already try to contact them and what did they respond. They should answer now more likely as they know about you and your issue.

Dear jeremy,

We haven't hear from you in a while. Please note, if we won't get any answer within the next 7 days, the complaint will be rejected.

I apologize for the late response.

I tried on 2 seperate occasions to contact them. Once through the email in which they state my account is being blocked and my withdrawals held indefinitely and then again when I forwarded along legal documents stating my intent to pursue this issue through the court. I was emailed back after the first time I contacted them with what appeared to be a computer generated email simply reiterating what they had already said to me. I received no response of any kind pertaining to the legal documents. I am still adamant I will not be letting this issue go and will do whatever I can to make sure I am paid what is owed to me. Thank you for your time through all this.

We are currently in touch with the casino waiting for some kind of proof relevant to the case.

Thank you. I have offered several times to show any and all proof of identity that they would like me to show as they claim that is the issue. Instead of just allowing me the option of proving my identity though they would rather waste not only mine but their times dealing with this in court.

Dear Jeremy,

To receive any kind of proof from the casino we require your aproval to share your personal information. As the casino can't share any player's personal information (yours) to 3rd party (us), I would like to ask you to give us permission to receive documents from the casino containing your personal information.

Yes I give permission

We are currently waiting for the casino's decision whether they share the requested proof with us.

Dear jeremy,

The last information we got from the casino is that they can't share any personal information to 3rd parties (us) at all. Based on this I can only recommend you to contact the licencing authorities of the casino. They will have access to the requested information and will be able to give you definite answer regarding this case. Please let us know what is your next step. Looking forward to your answer.

Dear Jeremy,

We haven't hear from you in a while. Please note if we won't get any respond within the next 7 days, the complaint will be rejected.

I will be contacting them today.

I'll now extend the timer for the player to contact the authorities. Please let us know if there will be any update regarding the case.

Dear jeremy,

Is there any update regarding the case? We haven't hear from you in a while. If we won't get any answer within the next 7 days, the complaint will be closed as rejected.

I have made every effort to contact the company which owns them, rootz, about my intentions with no response at all

Dear Jeremy,

Did you try to contact the licencing authority or only the company owning the casino?

Dear Jeremy,

We haven't hear from you in a while. Please note that if we won't get any respond from you within the next 7 days, the complaint will be rejected.

The complaint will be now rejected as the player did not respond to us.