Wildz Casino - Player's asking for a deposit refund.

I signed up to wildz and deposited with the welcome bonus opt in ticked. Despite the bonus showing as valid pre deposit and during deposit once I deposited the bonus was not added. When I chased this I was told I was not eligable.

Due to the above false advertising I requested a refund (I did not play with any of the deposited money) and asked for the account to be closed.

This was two weeks ago! I sent in all KYC but the casino has not processed the refund and now it is incurring statutory interest of 2% per day. The casino is now breaching EU consumer law in regards to theft.

Dear Audrey,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that the disputed amount (€500) is the value of your deposit which should be refunded? Could you please confirm that you provided all the required documents?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Yes the 500 euro is the deposit which I have not played with. I have requested the money to be refunded and the statutory interest of 2% per day which is enforceable under EU consumer law.

You will see on my complaint I provided screenshots showing all necessary KYC submitted.

The casino is simply attempting theft.

Thank you very much Audrey for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Audrey!

From now on, I will take care of your complaint. In order to proceed I'd like to invite representatives of Wildz Casino into this complaint to help us with resolving the issue.

Hello all,

Thank you for raising this complaint.

We have reviewed the complaint and the case and can confirm, the deposit of €500 has been paid out from our end to the player's Skrill account. The payment took place on 15/03/2022, the same day when the required KYC documentation was verified as well.

MGA states that all deposits should be wagered at least once, however, we allowed an exception in this case, as no activity took place on the player's account.

Regarding the Welcome Bonus, this is what was informed by our Customer Support, when the player contacted us after receiving an automated message of not being eligible:

"It seems your account has been flagged by our Security team. Our Security team uses different metrics to check for abuse, I can’t discuss what the triggers are or how the systems work, as doing so might compromise our systems. I’m afraid this decision is final and unfortunately it means, you’ll be ineligible for bonuses and campaigns here at Wildz.

You’re more than welcome to play without bonuses, so feel free to continue to enjoy our games if you’d like." 

We apologize for the inconvenience that was caused and again, can confirm the funds have been paid back from our end. Should these not have arrived in the player's Skrill wallet, please let us know and we will then look into it.

Kind regards,

Wildz Casino

Hello Audrey!

Have you managed to receive your refund? Please let us know.

Hi there Audrey!

We have not heard from you for a while. Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, the player hasn’t responded to our messages and questions. Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.