Wildz Casino - Player's account is blocked due to verification issues.

Hi ,i played at Wildz casino for few days .Won some little money and all waa good but when i wanted to withdraw , all of sudden account blocked need verification.I said ok, sent all neseaary doocuments , my id got accepted but my proof of adress didnt .i sent bank statement and eletriciry bill but nothing .Need to wait response from them one one email like literaly 5 hours .Can u help me ? Thank you

Dear mbmanojlo,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share your communication with the casino regarding the verification of your address? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi , thank for reply .I know KYC is important , have no problems with that .I provided them my national id card my bank statement where shows adress name full and that i deposited in their casino , provided croatian proof of adress and Irish (electrical company proof of adress)all they say is just wait , for other department to check .Other department rejecta after 5 -6 hours of waiting and then again

Thanks for your reply. I apologize for the delayed response.

Could you please specify which address you used to fill out your player's profile?

Could you please specify where you were located when playing?

Could you please explain where you reside currently?

Dear mbmanojlo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.