Wildz Casino - Player is struggling to withdraw her winnings.

Last week sept 25th I withdraw 2500$. I still don’t have it…all my verification was accept and they where telling me that the withdraw was proceeds on their side and was on my bank side…(see file)

But yesterday 29th sept I receive the 2500$ back in my Wildz account ??? I just asked them to explain me the situation and they tell me that will be escalated to the finance/verification team.

Today I just received a request from the verification team that a document is missing. Yet the past week all the evidence that asks me had been accepted my withdraw was in progress according to the status there remained only the acceptance step of my bank approved. Yesterday my withdraw was returned to my account without explanation and today I receive an email telling me that two documents are missing, one of which I do not understand what they want (see file)??? Especially since since last week my account has been verified status accepted ??? I'm starting to think that this casino is fraudulent and they continue to fool customers whit back and forward chat with lies

Dear Zazou87,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Dear Petrolia the answer that you give me seem to be a nice automatic answer. But if you take time to read my complain you will see that on 25th sept all the verification was accepted. After 3 days without news from my withdraw a chat with you and I received the answer that the withdraw was process and was now waiting at the bank to accept it (see chat picture)….

I just realized that Petrolia was someone from Guru not from the casino. Sorry about my straight answer but I’m overwhelmed by the back and forward with this casino 8 days now that I withdraw and everything was accept on their side look the answer in the previous file. I have give them what they ask as new KYC but still nothing from them…

Thank you very much, Zazou87, for providing all the necessary information. I will now transfer your complaint to my colleague Stafan (stefan.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Wildz Casino to ignore us in our attempts to mediate any kind of issue. Regardless of unresolved complaints marked "No Reaction Policy" we keep on trying.

FYI This morning all the documents KYC are accepted by them. Let’s see for the withdraw process now.

FYI they just have one choice of withdraw when you deposit by Interact it’s Ecashout.

Dear Zazou87,

I can see that your account is already verified. Did you manage to request a withdrawal?

I am looking forward to your answer.

Kind regards,

Stefan

Hello Stephan yes my second withdraw request, see historic in this complain, is in their system since sept 29th

Dear Zazou87,

Thank you for the provided information. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Wildz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Wildz Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Just to say that I finally received my withdraw. To close this adventure I received it with an email confirmation from the casino but in Finnish 😉 (I’m French English is ok but Finnish it’s the first time). Very bad user experience with withdraw process and lack of good communication and they should optimized their verification process also to be more UX. But my win is in my account now.

Dear Zazou87,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan