Wildz Casino - Player is struggling to withdraw her winnings.

Made some withdraws request between Sept 11 and Sept 28th on my credit card and by Interac. Never received any money yet. Chatted few times. Nobody can’t help. They see that withdraws had been canceled but I didn’t have the option to cancel a withdraw on my credit card. Som who did that cancelation? Withdraws were standby until the account verification been made I guessed... Thought I would get my money when verification done but nothing. Don’t know what to do now.

Dear Sophia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have completed the account verification successfully in the past? Did you receive any explanation from the casino why your winnings haven’t been paid yet? Do I understand it correctly that your withdrawal is still pending inside your account without being processed?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Account verified . The only reason they gave me as that withdrawals had been canceled by me but I don’t have this option in the account for the ones made on a credit card, so there is no way I could have cancel them. The casino says that they are not pending but canceled but by who, not me ?

Do you still can see the funds inside your account? Are you able to place another withdrawal request?

No. The money never returned to my account otherwise I would have tried a new withdrawal request.

Thank you very much, Sophia, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Sophia,

I looked at your complaint and will do my best to help you. I would like to invite Wildz Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

I have made several withdrawal requests on my credit card . At a certain moment, they were accepted but I think stand by because my account verification was not totally completed. Since my account is verified, withdrawal has been canceled but the money never came back in my account. No one may tell me where is the money.

We would like to ask the Wildz 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’.

Any news about my complaint? Did Wildz look at the fact that somebody had cancelled my withdrawals? Thank you.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from Casino:

"Dear Viliam and Sophia,

My name is Sebastian and I will be looking into the complaint as the casino representative. Unfortunately we did not receive notifications of the complaint in a timely manner and were therefore unable to respond.

I'm very sorry to hear of the issue Sophia has faced. I hope the issue has been resolved by now. Unfortunately for security reasons I cannot give any case-specific information here. I would like to ask the customer to contact our customer support for any further information. If need be, the instructions for raising a complaint directly with us can be found in our terms & conditions section 14.

Best wishes,

Sebastian

Casino Representative"

I already communicated with the customer service back in September but no one wanted to investigate my case. Will try again.

Please, keep me updated.

Dear Sophia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have left a email message to their customer service last week but no reply from them yet. Really disappointed.

I would like to invite Wildz Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Wildz 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’.

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.