Wildz Casino - Player’s account is blocked and unverified.

All documents have been sent and approved, but they still haven't verified my account. It's blocked, and I can't make a withdrawal.

Dear ropponen04,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildz Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your withdrawal option is blocked?
• Have you contacted casino support and asked for assistance regarding the situation? With what result?
• If there is already communication between you and the casino regarding the issue please forward the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

All the documents requested have been sent and they have been approved, but the account still hasn't been confirmed and it's now blocked. When I go to support, they tell me to wait, but I've been waiting for a month.

Dear ropponen04,

Thanks for the clarification.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

Thank you in advance for your reply.

Coin game Tome of insanity and I didn't use bonuses

Thank you very much, ropponen04, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear ropponen04,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try 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 resolving this complaint.

Dear Wildz Casino,

Could you state why the player's account has not yet been verified and why it got blocked?

Thank you in advance for providing the information.

So wildz casino can you tell?

Hello ropponen04,

Thank you for reaching out, and we’re truly sorry to hear that your experience hasn’t met your expectations.

Since this is a public forum, we’re unable to discuss too many account-specific details here. At the moment, we don’t have any new updates regarding the verification of your account. Unfortunately, sometimes this process can take a bit longer than anticipated, and we apologize for any inconvenience this may cause.

Rest assured, our team is actively following up to keep things moving along smoothly. As soon as we receive any information from the relevant department, we’ll be sure to update you right here.

Thank you again for your patience and understanding, and please don’t hesitate to reach out if you have any other questions in the meantime.

Wildz Casino Team

So, should I just confirm the account and stop this fooling around?

Dear Wildz Casino,

Thank you for your response and the information provided.

Is there any problem with the player's verification? If you do not want to share the information, here in the thread, you can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

so of course wildz kasino tell me what's the problem, you say that I can't share information here, but you haven't given information in private messages or by e-mail??

I don't think wildz you even answer anymore

We would like to ask the 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’ which may negatively affect its rating.

Hello ropponen04 and Stefan

Apologies for the delayed reply. Rest assured, we are still actively working on it. It seems that additional documents were requested on 17/11/2024, but we haven’t received any for review since then.

Kindly provide the required documents so we can proceed with the verification process.

We truly appreciate your cooperation and patience in this matter.

If you have any questions about which documents are needed, please don’t hesitate to reach out via email or visit our 24/7 live chat for assistance. 

Wildz Casino Team

Dear Wildz Casino,

Thank you for your response and the information provided.

Hello ropponen04,

Could you follow the casino's instructions and let me know once you do so?

I'll be awaiting your reply.

So now I had to make a new bank account and close the old one because wild casino somehow found out that my account number was in other accounts without any evidence and they said that I won't get my money, they claim that it will take 24 hours to confirm the closing of the bank account, but I think it will take 3 months, and that's how it was last time when wildz checked the documents a bit

Hello ropponen04,

Thank you for your response and the information provided.

Dear Wildz Casino,

Could you comment on this?

I'll be awaiting your reply.

Hello Stefan and ropponen04

Thank you for your reply. After reviewing the document, we noticed that there are two accounts on Wildz that have used a payment method registered in this player’s name. To proceed, we need to verify these accounts.

As we assume the player is in full control of their payment methods, we strongly urge you to contact these individuals and request that they verify their accounts. Specifically, we require identification documents for both accounts. At the very least, an official form of identification is needed to confirm their identities.

Once we receive the requested documents, we will be able to process any winnings in accordance with our Terms and Conditions (Clause 5.2). Please note that we initially requested KYC documents for these accounts in April and May 2024 but have yet to receive them.

We kindly advise that the player reaches out to the individuals who have shared their payment method and asks them to upload a valid identity document to their respective gaming accounts.

5.2 - You may only hold one Account with us at any time. We reserve the right to close any multiple Accounts opened in the same name or in any way referable to the same person. At Wildz’s sole discretion, and if we consider that multiple Accounts have been opened in genuine error, we may agree to credit one Account you have opened with us with any balance remaining on your additional Account (s). Should we have reasonable grounds to believe that fraud has been committed or attempted, we reserve the right to cancel any related transaction, Bonus or any other promotion without prejudice to any other action. In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘Bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account to claim an additional Bonus or benefit.

Thank you for your cooperation and understanding.

Wildz Casino Team

Dear Wildz Casino,

Thank you for your response and the information provided.

Could you provide us with proof that the player has used the same payment to fund two accounts? You can send it to my email address stefan.m@casino.guru.

Could you state if the player claimed any bonuses in these accounts?

I'll be awaiting your reply.

Now wildz support said that everything written here is not true???

We would like to ask the 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’ which may negatively affect its rating.

Hello ropponen04,

Could you explain why multiple accounts were funded by the same bank account, including the account under review?

I'll be awaiting your reply.

It's not the same account, the old bank account has been completely disabled and the other accounts were created by accident, I didn't realize then that the account number can be used to identify/identify me

Hello ropponen04,

Do I understand the situation correctly that the casino accounts were created by accident, and they were funded with money from the same bank account under your name?

I'll be awaiting your reply.

Yes, I have no control over those accounts

Hello ropponen04,

From the information available, it appears that multiple accounts were created, possibly by mistake, and all were funded using the same payment card. Unfortunately, the casino’s policies often restrict this, as outlined in their terms and conditions.

We’ve tried to review the details provided, but due to language barriers and incomplete explanations, we are unable to fully understand the situation. To proceed, could you please clarify the following:

1. Were you aware of the multiple accounts being created?
2. Can you confirm whether the same card was used for all accounts?
3. Could you provide a clear timeline or any additional documentation to help explain the circumstances?

I'll be awaiting your reply.

I didn't know about the creation of accounts, if I had known about such things, I guess I would have deleted them and or confirmed, and I can't confirm myself that the same account was used and the casino didn't show this

Hello ropponen04,

The evidence shows that the same bank account funded the multiple casino accounts. You were given numerous chances to explain the situation, but we haven't received anything from you. The insufficient explanation from you makes it impossible for us to take your side. I am afraid there is nothing that can be done from our side in this situation and we will have to close the complaint as rejected. I wish I was of more help.

If you run into any issues with this or any other casinos, do not hesitate to contact us.

Kind regards,

Stefan, Casino.Guru

Yes, the casino took the money and closed the account