The player from Finland deposited €1500 into their Wildz account, which was immediately closed. Wildz insists that the intermediary account used by Danske Bank is the player's account and demands a statement from it, despite the player not owning the intermediary account. The player's account details were changed to the intermediary account details by Wildz, and they were forced to re-verify their identity even though they have been a VIP customer since 2021.
Wildz Casino - Player's experiencing deposit issues.
Amount: €1,500
Wildz Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 6h 25m 8s
Case summary
3 days ago
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3 months ago
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
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3 months ago
Translation
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.
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2 months ago
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?
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2 months ago
Translation
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.
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2 months ago
Please forward the document to me and the casino when you receive it. My email address is kristina.s@casino.guru. Thank you.
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2 months ago
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.
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2 months ago
Translation
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.
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1 month ago
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?
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1 month ago
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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.
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1 month ago
Could you please clarify which email address you sent your emails to? I still haven't received anything.
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1 month ago
Translation
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 .
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1 month ago
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.
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1 month ago
Translation
Hi Kristina! Thank you for your patience and I'm willing to help in any way I can to resolve the issue. Jan
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1 month ago
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.
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3 weeks ago
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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.
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3 weeks ago
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.
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3 weeks ago
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?
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2 weeks ago
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
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2 weeks ago
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.
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2 weeks ago
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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
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2 weeks ago
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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
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1 week ago
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 closed/rejected - at least temporarily, until we receive it from you. Then, we can reopen it without problems.
Please note if you reply here, in the thread, without anything relevant, and the timer is switched to casino.guru/me, I will count on the period of 2x7 days from now on anyway, from October 10, 2024.
Thank you for understanding. Looking forward to hearing from you soon, with anything relevant to the case.
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