The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. After a closer examination, we ended up rejecting this complaint as unjustified.
Wildz Casino - Player’s struggling to complete the account verification.
Amount: €20
Wildz Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear Ladies and Gentlemen.
I turn to you now because I just don't know what to do next. I have never had any issues with the above casino in the past.
I made a payout of 20 euros on 06/30/21. Now the laws have changed on July 1st and now I mess around with the support every day because they don't pay out.
First I received an email from Wildz that all payments are still going out and that I then have to verify myself. I've already contacted the finance department and have been waiting for an answer there for ages. Every day, Wildz tells me something new that they still need.
When I verified myself I got an email that it worked, a day later I got an email that everything was verified. But when I turned to support I was told again that it didn't work.
I told them that I just want my money and then they can close my account. But they don't even go into that.
I just don't know what to do next, so I turn to you now. I hope you can help me there, even if it is not a lot of money, I insist on my right to receive it.
With best regards
Nicole
Automatic translation:
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2 years ago
Dear Nicole,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account?
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,
Petronela
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2 years ago
Translation
First of all, thank you for the quick reply.
I wasn't told why there were such problems. I understand that the process has to be done for safety. The only thing I don't understand is that I got an email that all payments will go out before July 1st.
Apparently, I made a deposit at the casino a long time ago using my friend's account. The only problem is that this account has not existed for a while. I said this several times in the chat as well as by email, but nobody answers and I only get to hear that I have to verify myself.
Automatic translation:
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2 years ago
Thank you very much, Nicole, for your reply. Are you aware of depositing funds into your account using someone else's payment method?
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2 years ago
Translation
I deposited there once a very long time ago. But the account hasn't been around for half a year. And otherwise I always deposited with paysafecard. I have not received any proof from wildz that I have paid. I paid out more once to my friend's account. Back then when I switched accounts for the payout because the account was closed. We both closed our old accounts because we made one account together. As mentioned above, I have only paid in with paysafecard and paid out on my Visa since I dissolved. I also told them this in the chat, and there it was said that it was okay. Since the branch of my partner's old account is 400 km away from us, we cannot go there to get proof that he had this account. I also said this to the wildz support yesterday. But nobody responds to what I write. Every email I get from them is the same.
Automatic translation:
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2 years ago
I truly wish I could be of more help. Unfortunately, since you have deposited funds into your account using a third-party payment method and you admit that more than one person had access to your account, there is not much we can do for you.
Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.
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2 years ago
Dear Nicole,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, 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.
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