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

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

Amount: €330

Wildz Casino
Safety Index:High
Submitted: 31 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

4d 17h 46m 35s

Case summary

2 days ago

The player from Ireland has their account blocked at Wildz casino after attempting to withdraw winnings. While the ID verification was accepted, the proof of address was not, and the player is experiencing significant delays in receiving a response regarding their submitted documents.

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Public
2 days ago

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

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Public
2 days ago

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


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2 days ago

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



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