The player from Germany had his account blocked after accumulating a substantial win. We ended up rejecting the complaint because it was not justified as the player failed to prove the ownership of the accounts he made deposits from.
Wildz Casino - Player’s account was blocked.
Amount: €6,400
Wildz Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I bought 20€ Paysafecard and claimed 20€ bonus so I had 40€ to play with. I got free spins on Wanted for a bet of €1. My free spins brought me €7800. Then, because I claimed the bonus of €20, I had to convert something with €668, which I successfully managed to do after 4 hours. Suddenly, the casino wanted me to verify again, even though they had already transferred a profit of €100 to my checking account 1 week before. I couldn't play anymore either. Successfully uploaded all my documents, then I got an email that the management blocked my account. Now I can't even log into the casino
Automatic translation:
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2 years ago
Dear Dietrich,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise why do you believe that your account was blocked completely? Are you sure it is not audited only? Have you completed account verification successfully in the past?
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed.
If there’s any relevant communication, please forward it along with the exact link to the bonus offer that you activated to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
I was 100% verified in the past. As I said 1 month ago, wildz transferred me a profit of €100.
According to my opinion, the blocking is because I paid into another paysafe account. But the deposit worked, I don't know where the problem is now. I would also be happy if wildz then transfers my deposits back. My deposits in the last 90 days were over €2800
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2 years ago
Based on the forwarded communication I understood that your winnings were confiscated completely, is that correct?
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2 years ago
Translation
My prize was confiscated, that's what the email says. And my account was blocked by the management. What should I do now?
Kind regards
W
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2 years ago
Thank you very much, Dietrich, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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
Hi Dietrich,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wildz Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hi to both,
I have checked this case and I noticed that the player has used 3rd party payment method for the deposit that resulted for a big win and for this reason our management has made a decision to withhold the winnings and block the account. The player has broken our terms and conditions with the 3rd party deposits. We have given the player warnings about 3rd party deposits earlier but they continued to deposit with 3rd party methods.
If you have any other questions, please do not hesitate to get back to us.
Sincerely,
Sebastian
Customer Representative
Wildz
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2 years ago
Translation
Ladies and Gentlemen
Regarding my suspended account.
Please provide me with all deposits and withdrawals as well as all game history.(via email)
After a long research, I found out that you are not allowed to allow third-party deposits and that you have to check that beforehand.
If this function weren't possible, we wouldn't have these worries now.
It was also my paysafecard that I bought.
I now hopefully ask you to either cash out my winnings or please pay me all of my deposits (approx. 2700€) that I have made before I take legal action or make a public complaint to the MGA, ASKGAMBLERS or ThePogg.
It can't be that I can deposit.
Hopefully we can find a common denominator.
I really don't want to go that far. Please unlock my account so I can continue playing.
Kind regards
Lockpick
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2 years ago
Hi Dietrich,
If you want any of your GDPR data send to you, such as a list of your transactions, kindly contact us with the request on dpo@rootz.com, along with a photo of your ID, as these documents are sensitive.
Regarding your 3rd party deposits, we have informed in our Terms and Conditions that you are only allowed to use payment methods lawfully owned by you "6.10 - You shall only use debit or credit cards and other financial instruments that are valid and lawfully belong to you."
You can read more about our terms and conditions by pressing HERE.
As mentioned before, your account will remain closed due to a breach of our Terms and Conditions with 3rd party deposits made, despite giving you a warning beforehand.
If you have any other questions, please do not hesitate to get back to us.
Sincerely,
Sebastian
Customer Representative
Wildz
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2 years ago
Hi all,
Thank you for your replies.
Dear Wildz Casino team,
Could you please elaborate on your statement and provide some evidence (peter.m@casino.guru)? Dietrich stated that he used Paysafecard to make deposits, so third-party payment accusations wouldn't make much sense in this case.
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2 years ago
Hi all,
The player can be in contact with PaySafeCard and ask them to provide the last successful deposit made to Rootz/Wildz with the name visible so you can see the name in proof of deposit.
If you have any other questions, please do not hesitate to get back to us.
Sincerely,
Sebastian
Customer Representative
Wildz
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2 years ago
Hi Dietrich,
How did you buy your Paysafecard? Did you buy it with cash or online?
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2 years ago
Translation
Greetings everyone, ladies and gentlemen,
I bought my Paysafecard at a gas station.
I don't understand the problem, the deposit worked wonderfully. In addition, I have the power of attorney over all Paysafecard Ids with which I have paid.
Unfortunately I cannot upload these documents because I have been blocked by the management.
I still haven't received my game history, although my lawyer only needs it.
Simply unblocking my account at wildz would do the trick.
Regarding the power of attorney for the users AW and MAM, I unfortunately don't know anymore because I don't know exactly where to upload the data.
Kind regards
DW
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2 years ago
Dear Wildz Casino team,
How exactly should Dietrich prove that he bought the PaySafeCard at a gas station? If the PaySafeCard deposit is the issue, why do you even let players use this type of payment method?
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2 years ago
Hello all,
Thank you for the replies.
In order to make use of a Paysafecard on our site, we require the player to register an account with Paysafe, before they are actually able to make a deposit with us. So, it does not matter where the card has been bought from, as the account would still need to be registered and used upon the deposit.
The information of the Paysafecard holder would be sent to us from Paysafe.
We ask you kindly, to contact Paysafe Customer Support and request the necessary documents.
And as mentioned in our previous reply, any GDPR data can be sent to you from our end, such as a list of your payment transactions, however, these contacts are handled via our Data Protection email dpo@rootz.com - kindly email your request there, along with a photo of your ID, as these documents are sensitive and you will be sent your requested data.
Sincerely,
Jenny
Customer Representative
Wildz
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2 years ago
Thank you Jenny for the information.
Dear Dietrich,
Did you register a Paysafe account in your name? Could you send the aforementioned Power of Attorney to my email address (peter.m@casino.guru)?
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2 years ago
Translation
Dear Peter,
The account is not in my name, but I have authority over the account.
I already have wildz, and now I'm sending you the email as well. Hopefully everyone involved now has all the necessary data.
It really can't be that Wildz is doing this now.
That's mafia behavior. I really can't accept that Wildz is doing this to me now.
Find that correct.
I don't understand why wildz doesn't give an answer either, why does it work (one deposit) if it violates their terms and conditions?
But since I've heard from friends, it's not the first time, so I secured myself and always paid in as someone else and had a power of attorney issued to me right away.
Kind regards
Lockpick
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2 years ago
Hi Dietrich,
Thank you for your email. I'm afraid the document you sent won't be accepted by the casino. It must be an official document issued by the bank/payment provider. It's never recommended to deposit money into casinos from third-party accounts because of the AML rules. Unless you are the rightful owner of the account and the funds or it's a joint account with the full power of attorney acknowledged by the bank institution, it will not be accepted. Since you mentioned "AW and MAM", does this mean that you made deposits from the accounts of multiple third-party users?
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2 years ago
Translation
I had problems, private ones, my cell phones and some other things were gone. Since I had 2 authentications but I couldn't access my phones and my email, I used my relative's account and deposited through it. But since I knew in advance because an acquaintance had already had (negative) experience, I immediately had a power of attorney issued to me because I wanted to play and didn't want to just throw my money away.
What am I supposed to do now?
I still don't get my game history even though I sent ID and everything to think about. Everything is like in English and I don't understand it back and forth either.
Should I contact paysafecard now or what are you saying, dear Peter, seriously? Better get a lawyer or what do you think I should do?
I just think it's unfair what's going on here.
Kind regards
Dietrich W
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2 years ago
Hi Dietrich,
When it comes to the game history, the casino should send it to you. Regarding the deposits from third-party Paysafe accounts, I'm afraid there's nothing I can do to help you. It's practically rule number one: always register only one account, in your name and make deposits using a bank account/payment method registered in your name. Sure, you can involve a lawyer but, firstly, it will cost you money, and secondly, the possible result is uncertain.
Dear Wildz Casino team,
Could you please send Dietrich's game history to his email address?
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2 years ago
Hi all,
Unfortunately we were unable to locate a request from the player to our email (dpo@rootz.com) where we can share these GDPR data for the player. Once we receive the request we can send all the needed information.
If you have any other questions, please do not hesitate to get back to us.
Sincerely,
Sebastian
Customer Representative
Wildz
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2 years ago
Translation
Good morning,
- @ Peter did you receive the email with the power of attorney?
- It's about €6400, are you telling me it's not worth hiring a lawyer?
- @wildz Casino, I did everything you asked and uploaded everything, my proof of address, my ID card (had to apply for a new one because they didn't accept mine because it was damaged)
- I have my ID card with the request for my game history, but I keep getting redirected or something, please just send it to my email or would you like a power of attorney? You already have everything you need. So it's all getting too tiring for me.
- I explain again that I have power of attorney over the Paysafe account.
Kind regards
Lockpick
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2 years ago
Hi Dietrich,
- I received the power of attorney and I stated that such a document is insufficient.
- Hiring a lawyer is up to you.
Dear Wildz Casino team,
Please send the player's game history to his email address or state here what exactly you need from him to provide the game history.
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2 years ago
Hi all,
Looks like we have already sent the documents to this player 3 days ago on 04.12.2022. We have also informed in that email how they are able to get the document.
If there is anything else we can do, please let us know.
Sincerely,
Sebastian
Customer Representative
Wildz
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2 years ago
Thank you Sebastian for the update.
Dear Dietrich,
Please let me know if you received the game history. Regarding the main issue, unless you can prove that you are the rightful owner of the aforementioned accounts you made deposits from, your complaint will be rejected.
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2 years ago
Translation
Thank you dear Peter,
Thank you very much for your effort.
I got something from rootz or viewed my game history. Unfortunately, not all of my deposits can be seen there, only those of the last 90 days in my opinion. And this history can only be viewed up to a certain date (valid)
One more thing to the GURU team, do you think the consumer center can help?
please give me some more help where i can get help.
Kind regards
-.-
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2 years ago
I'm not sure what you mean by "consumer center". Are we talking about the casino or Paysafe?
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2 years ago
Translation
Dear fellow human beings,
- To Team Guru: Why can't my case be seen publicly anymore? Did you delete that? Or. Under which case can I find my case
- I did not mean consumer center but the consumer center!
To the customer service representative:
They say I violated their terms and conditions, right? But don't you have your guidelines or your plans? I mean, you also have rights and obligations that you must comply with. Have you ever heard of player protection? Soe must not allow something like that. You have violated your own terms and conditions or am I wrong?
I hate to repeat myself and I would also like to get a definitive answer from you as to whether you will finally release my account or do we want to continue playing cat and mouse.
I think they make enough sales and I also think that their game license in Germany is important to them.
Kind regards
Dw
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2 years ago
Dear Dietrich,
Your complaint is published and since you are able to write a post here, it means that you could find it. Perhaps, if you used a VPN, it may have caused some issues. I recommend refreshing the website or deleting cookies. As the casino sent you your game history and you can't prove that you were the rightful owner of the accounts you used to deposit money to the casino, I'm afraid your complaint will be rejected. As stated above, you should always register only one account per casino, in your name and make deposits using a bank account/payment method also registered in your name. If you disagree with our decision, please turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). I wish I could help you more.
Best regards,
Peter
