The player from Austria was prompted to provide additional documents for the KYC, even if his account has been verified in the past. Problem was solved and he has received his winnings.
Wildz Casino - Player is struggling to withdraw his winnings.
Amount: €4,100
Wildz Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I paid in on July 7th with skrill and mastercard.
Then also the profit is paid out. Account has been verified, everything is good 🙂.
On September 13th I pay with Mastercard, I play without a bonus, I win 1600 euros. Now I want to pay everything off. Casino wants verification of skill even though it was months ago.
I send the data immediately, now I have been waiting for the test for over 2 days. This is a delaying tactic by the casino in the hope that the game will continue.
Automatic translation:
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2 years ago
Dear Wolfgang,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Was it only two months ago when you got paid last time?
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
I paid in with Skrill & Mastercard 3 months ago ..... the account was verified ... Casino wanted a copy of passport, Mastercard & proof of address ..... everything was done quickly.
I played and paid out the entire deposit plus 800 winnings.
Sept. 13th I pay the same card with Mastercard as always 2500 Euro. Games as usual BJ win a total of 1650 and now I want to pay out 4150. Payment 13 requested. Shortly afterwards I got a message that I need to verify Skrill. Immediately send the Skrill copy.
For 3 days I have been waiting for an answer and the chat service does not offer any help. I should wait ..... 🙁.
Thanks for your help 🙂.
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2 years ago
Thank you very much, Wolfgang, 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.
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2 years ago
Hello Wolfgang,
I looked at your complaint and will do my best to help you. I would like to invite Wildz Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Translation
The money was transferred from Wildz on September 17th. Could have been avoided if the security team were also available. But all good ...... Very fair casino Thanks for your help
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2 years ago
Dear Wolfgang,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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