Wildz Casino - Player's experiencing deposit issues.

Dear janthra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Was the deposit credited to your casino account?
• Did you make any successful deposits via this payment method before?
• Could you please clarify if you currently have access to your casino account?

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,

Kristina

HEY !

The answers. 1. Yes, the amount in question was credited to my casino account, but it was locked immediately, and I haven't been able to play with it. 2. I have made deposits to my casino account in the same way before and they have been successful...although they have been smaller amounts. 3. I can still access my casino account, but it requires me to identify myself to DANSKE BANK's account, which of course cannot be my account, which should be easy to check.

Hello everyone,

Thank you both for your replies.

janthra, could you please clarify why you didn't put your name as an account holder? Do you have any proof that you deposited using your own bank account? Also, you mentioned that Danske Bank asked for permission to complete the transaction. Could you please clarify how exactly they asked for permission? Do you happen to have any proof of this?

Hey ! I don't really own the account ....0542. I have ordered a document from the bank that should prove that I do not own the account in question at Danske Bank and I am waiting to receive it....the document in question has the bank's official stamp and the bank's official signature, so it should be sufficient proof.

Please forward the document to me and the casino when you receive it. My email address is kristina.s@casino.guru. Thank you.

Dear janthra,

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.

In short: I have now received an official document from Danske Bank which should prove that I only have 1 account with Danske Bank (the bank has defined the wording itself) ....so nothing DANSKE BANK Finland's website ....542 remaining accounts.(with the name of the account opening is impossible, so it's an account owned by DANSKE BANK) Naturally, Wildiz has the right to check the information, but I haven't received clear instructions HOW CAN I PROVE that the account in question is not mine! If the comparison is allowed, it is exactly the same thing as if I traveled by bus and I was then required to prove that the bus is mine. I have never received any instructions or advice from Wildz on how to prove that til .....542i is not mine but on my own initiative I suggested that I get an official copy from the bank with the bank's signature and stamp. I didn't get a clear answer to that as well, is it enough or not? I sent both Wildz and Casinoguru a copy of the document as a pdf file. Wildz's customer service did not react to it in any way but still demanded an account ....542 documents...I still have the original document but I will post it if necessary. I also have archived the dozens of e-mails that I have sent in vain with both Wildz's customer service and Danske Bank. The essential question is; HOW CAN I PROVE THAT THE ACCOUNT IN QUESTION IS NOT MINE?...Only Danske Bank can confirm the ownership of its own arrangement account! I would believe that all players who deposit larger sums into their game account will be subject to a similar practice in Finland today...unlike in previous years.

janthra, you mentioned that you sent me a PDF file, but unfortunately, I haven't found any emails from you. Could you please forward it again?

Hi Kristina!

I sent the file to your email again---should be visible. Sorry for the late reply due to my travels.

Best wishes

Jan R.

Could you please clarify which email address you sent your emails to? I still haven't received anything.

Hello! Yesterday evening I sent you a PDF file from my email ( ) and before that a couple of times (so here's what's in this conversation)...if the address is wrong, at least I haven't received an error message from the server. Anyway, I believe that it has arrived...especially the one I sent in the evening.. Jan R .

Thank you very much, janthra, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hi Kristina! Thank you for your patience and I'm willing to help in any way I can to resolve the issue. Jan

Hello, janthra,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will ask the casino for an update. However, is there an option to somehow connect with your bank (customer support/live chat/email/through internet banking/...) regarding the matter, ask them everything necessary, and provide us with their statements and answers/details? I think it could be the best way to prove your claims.

Alternatively, you mentioned that you have saved communication between you and the casino and also Danske Bank - can you share with me the relevant ones with Danske Bank supporting your claims?

Feel free to share screenshots here (limited, but you can divide them into several posts) or via email (branislav.b@casino.guru).

Please note that it should be clear in the communication that you are communicating with a Danske Bank representative there, and also it should include all the necessary details for this case and your deposit made to the casino.

If you decide to share it via email, please let me know once you send it.

Dear Wildz Casino team,

Have you been provided with or has the casino already received the .pdf document mentioned above, confirming the player owns the bank account ending *3063? If so, is it enough to verify the user's claims about him owning only 1 bank account at the bank and that the intermediate bank belongs to the bank itself? I do not think that if those claims are true, the bank could provide him with a statement from their bank account for such a purpose.

Hello Branislav!

You are absolutely right. This is very unpleasant and frustrating. I have been playing casino games for a considerable time and have deposited larger sums (also for Wildz) and there have been no problems in previous years. There has been other damage because Wildz closed my account, so I couldn't recycle the previous cashback, and I couldn't redeem the new one I was just getting. So I've been a customer of Wildz for several years and so far no problems have occurred. I've also sent a PDF copy to Wildiz (provided by Danske Bank) and it didn't have any effect, but I got some kind of automatic response that demanded (again) the statement of the wrong account. I have also contacted Danske Bank and asked if they could send Wildz information that the wrong account in question (which is Danske Bank's own account) is not mine. I am not sure about that will that be successful as well and I'm waiting for the bank's answer. Of course, I'm trying to be as open as humanly possible, but so far it hasn't helped at all. I can't think of anything else I can do to help the matter at this point.

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.

Dear janthra,

There is definitely something you can do - please look at my previous post, especially the part directed to you, answer my questions and provide us with the requested. To be honest, I do not think that confirmation of having a bank account at the bank can prove that you have only one bank account there or that you do not own any other account(s) there. At least not in such a form, without additional confirmation of not having another account or other accounts there. I asked the casino because they may have information regarding this particular bank's statements, so they could possibly accept it. However, let's wait for their response.

Are you able to provide us with any proof confirming your/the bank's claims about the intermediary bank account, which allegedly belongs to the bank?

Hi all,

Unfortunately we still have not received any documents from the player that states that the bank statement ending in **0542 is or is not the players bank account. The last document we have received is a proof that the account ending in **3063 is owned by the player and the last time the player has contacted our support was around a month ago.

We are still missing any document regarding the bank account **0542 and can not proceed with anything before we have received this.

We are asking again for the player to upload this document trough their account so we can proceed with their account verification process.

The proof of **3063 is not enough as the player made the deposit with the account ending with **0542 and we need to verify if this belongs to the player or not. As mentioned before, requesting these documents is something we are obligated to do and cannot proceed without.

Should you have any further questions, please do not hesitate to ask.

Kind regards,

Wildz Team

Thank you for the confirmation, Wildz Team.

Dear janthra,

I have not heard from you for a long time despite asking you several questions and requesting some supporting evidence.

Please, go through my last posts, especially the ones directed to you, answer the questions and provide the requested. Otherwise, I am afraid I will be forced to close/reject the complaint. Unfortunately, we cannot move anywhere without your full cooperation and/or the requested evidence.

If needed, my email was mentioned above.

Thank you for understanding. Looking forward to hearing from you.

Dear Branislav! I only received an answer from Danske Bank YESTERDAY (they answer slowly) According to Danske Bank, the file I sent to you and Wildiz "proves all the accounts I have with Danske Bank and "If they don't believe, we'll get back to it" so apparently I have to continue this. I'm sending a copy of Danske Bank's letter to Kristiina's email because for some reason I can't attach it to this. I informed Danske Bank again that "they don't believe", so the matter will proceed like this again. If this doesn't work out, I'll turn to the Finnish press and a lawyer (even if it will be expensive for me) and I'll do everything I can for reasons of principle. I am ready to accept the return of EUR 1500 and the closing of the account, but I would point out that it will probably be returned to the Danske Bank account from which the payment was sent in Jan

Hello Branislav! Thank you for your patience with this case.I'll go over the basics again.

So I only received a reply from the bank yesterday, 3.10, where they promised to do something about it (when? I don't know, hopefully soon) In their opinion, this PDF file that I sent to Wildz should be enough to prove that I have only one account at Danske Bank.

I found your email address in this conversation and sent a pdf copy of the bank's letter (the answer is at the bottom of the file as sender Markus. I hope I can get something from them that solves this matter. If it was some kind of scam on my part, hardly any scammer would be willing to go through as much trouble as I have to because of this The simplest way would of course be to call Danske Bank and ask if I own this account that is allegedly owned by Danske Bank itself, but I don't know if that is even possible

Dear janthra,

Thank you for your response and updates.

However, I have not received any email from you. Please provide me with the information on when exactly you sent the email to me, and provide me with a relevant screenshot of your email, with all the details visible there (the sender's email, my email as a receiving email address, email body...). Also, feel free to resent the email once again, and provide me with a screenshot of it too so I can find it easily in my inbox.

I can wait some time until the bank gets back to you with further information. However, even if they allegedly somehow confirmed you have only 1 bank account at the bank or that they consider the provided document sufficient for proving that (which, by the way, has not been proven yet), it does not exclude the option (for example) that you could have used someone else's (a 3rd party) bank account from the same bank for some deposit(s) to the casino, which is strictly prohibited and means a serious breach of the casino's rules. Unfortunately, such confirmation from your bank is insufficient to confirm what the casino would like to confirm.

"The money was taken from my account, but Danske Bank asked for permission to complete the transaction, meaning the money went through Danske Bank’s intermediary account but was still taken from my account" - your words from your first post.

Besides I am still waiting for answers and the above-requested (and I already warned you that the complaint will be closed/rejected if you fail to answer all my questions and provide the requested), please answer also these additional questions:

• How did you find out that the transaction took place like that - through Danske Bank's intermediary account? It is not possible to know this without communication with your bank - therefore, can you prove this, and how the bank informed you about this?
• The bank allegedly asked you for permission to complete the transaction - can you provide us with this request and/or the bank's explanation regarding the transaction made in such a way, asking for your permission?

If it suits you better, send as much from all the requested as you can to my email address (branislav.b@casino.guru).

However, this time, I would like to do it a bit differently.

I will reset the timer for you to the standard 2x7 days. But, if I do not receive anything relevant regarding my above questions and the requested (including the information/details requested in this post) until the 2x7 days expire from now on, the complaint will be likely closed/rejected - at least temporarily, until we receive it from you. Then, we can reopen it without problems.

Thank you for understanding. Looking forward to hearing from you soon, with anything relevant to the case.

Dear Branislav! Thank you for the long answer and your patience regarding the matter and I will now continue here this endless reflection and proof of the matter. The last time I sent a mail to Danske Bank was 2 days ago... and I haven't received any kind of response from them that would solve the matter. The attitude is, to put it mildly, indifferent. I wish I could get some feedback from them now.

To the question, how do I know that it is a Danske Bank checking account? = The answer can be found in the receipt with the Danske Bank account information and account number ... everything can be seen on the receipt. I sent 3 files to your e-mail a while ago (I hope they arrived) which were copied directly from the bank's own website and they show everything I have said. The e-mails can be found at the bottom of the pages. Of course, I can also send a copy of the receipt, which shows that I have paid that 1500 e from my own account. I have already sent all this information to Wildz some time ago, but there was no response. All kinds of correspondence and other things can be found in a folder. Jan

Dear Branislav

I have sent a pdf to your email today. document and read it myself several times. It is a document sent by Danske Bank which says that I do not own the account in question that Wildz claims I own and that I only have one single account with Danske Bank.

I also sent the same document to Wildz, who didn't react to it in any way, but repeated the same automatic response asking for a statement from an account I don't have,

The bank certificate is official and any lawyer would accept it. In Wildz, apparently some AI bot answers because I don't get any substantive comments.

One way or another, I think I've completely proven that I don't own the account in question. You can't get a better proof than that and it took time to get that too.. Jan

Thank you very much, janthra, for your email and the provided documents. I confirm I received 3 emails with attachments.

Although you probably forwarded the first 2 emails (attachments) incorrectly because they cannot be opened, I think that the attachment in your last email is the one we were looking for for the entire time! Great! I think it is the best time to ask the casino for an update.

Dear Wildz Team,

Can you please check the last document janthra forwarded to the casino? Does it meet the casino's requirements? If so, is there anything else he should provide to complete the KYC/verification?

I saw the document and it looks valid and legit, and it states everything the casino needed to confirm regarding both the user's account and the bank's intermediary account. To be honest, at this point, I am not sure what more he could provide.

Thank you.

Dear Janthra and Branislav,

Thank you for your patience during this prolonged process.

In the latest document it was stated that "The money was originally transferred through Danske Bank's intermediary account number - -". For this reason, we would kindly ask Janthra to contact Danske Bank and ask them why the intermediary account BA**0542 was used? Was it due to some technical issue or something related to it?

Thank you again for your patience and understanding.

Hello! I have forwarded the message to Danske Bank and am waiting for a reply.

Dear janthra,

Thank you for your email and the attached communication with the bank. However, can you please look at my last email and provide me with the communication in a different format, as I asked in the email with examples? In addition, the last message from the bank was (if I understand it correctly) from the time they also sent you the official statement about having only 1 bank account with them, that the bank account ending **0542 does not belong to you, and that it is their intermediary account. You did not ask for an explanation in your previous message to the bank.

Although it is not completely clear why the casino needs such information and a reason, since you already wrote back to the bank, what exactly did you ask them, please? Could you additionally ask them for at least a general explanation of why they used their intermediary account for your deposit at Wildz Casino? It would be great if you could explain to them the situation in more detail - the need for passing the KYC at the casino, where, as usual, the casino needs to verify all payment methods you used with the casino account, and that only these details from the bank (the official statement that you already got, and an explanation) currently prevent you from withdrawing significant amount from the casino, and that everything is basically caused by the deposit made through the bank's intermediary bank account. So, at least you should try to ask them for clarification stating all the available details of the situation and circumstances. I can keep the complaint open until you receive a response from the bank. Then, depending on their response and the content of their message, we will decide how to proceed. However, for example - if the bank literally refuses to provide you with sufficient clarification or it would not be enough for the casino for some reason, I think that the proof of such a message should be enough for the casino, and we would probably not see it as a justified reason to confiscate your winnings. We will see once you get another message from the casino or a response to another one if you write to them again following my above instructions.

Looking forward to hearing from you.

Dear Wildz Casino Team,

Since the user's bank itself confirmed in the official statement that the bank account in question is Danske Bank's intermediary account and that the money was originally transferred through it, why does the casino need also an explanation from the bank or what would such an explanation change on the situation?

Why the official statement from the bank is not enough to confirm the user's claims?

As was mentioned, we can wait for the bank's next message, but will that somehow affect the player's payout?

Thank you.

Dear Branislav! I have now sent you and Wildz the latest document in pdf format, where the bank answers the questions asked why the bank acted the way it did. Jan

Great, janthra! Thank you very much for your email and the provided document. To be honest, I think that at this point, there is likely nothing more the casino could request.

Let's wait for the casino's response and the update.

Thank you for your patience and understanding.

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.

Thanks Branislav and Kristina! The matter seems to have finally been resolved. Without your help I would hardly have survived and I appreciate it very much as well as Casinoguru without which we players would hardly survive. You were very patient and very analytical. Sometimes in life situations like this come up and there's nothing you can do about it. I'm really very relieved when I don't have to worry about this anymore. All the best! Jan

What great news, janthra!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Thank you, Wildz Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru