The player from Norway had tried to withdraw funds from Wildz Casino since 14/05, but despite multiple document submissions and verification steps, his withdrawals remained pending. The casino continually requested additional documents, and although the account was eventually verified, no payment had been made. We contacted the casino, which confirmed the player's account was verified and the withdrawal request was being processed. Eventually, the casino stated that the player's withdrawals totaling NOK 53,349.00 were approved and sent out on 04/07/2024. The complaint was closed due to lack of confirmation from the player, however, the player contacted us later and confirmed receiving their winnings therefore the status of the complaint was changed to "resolved".
Wildz Casino - Player’s withdrawal is delayed by Wildz Casino.
Amount: 53,349 kr
Wildz Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I have a problem with wildz casino they keep not paying.
14/05: I withdrew 15,000 NOK to MifinityNo verification was required
15/05: I uploaded KYC, proof of Mifinity, and proof of deposit. The balance of 3x15,000 NOK and 8,349 NOK is now pending.
16/05: Casino would not accept a DNB statement to verify my address. I requested another bill
23/05: I uploaded an electricity bill. Withdrawal is pending.
24/05: I emailed the casino the cover of my passport as requested. Payment is still pending.
27/05: I went into the chat to escalate the verification. I was informed that it takes 72 hours for documents to verify and I would receive an email.
29/05: My account is still under review, but the chat asked me to upload the signature strip inside my passport, which I did.
30/05: The casino asked for documents again. I sent a complaint to the casino and planned to /Guru if no reply.
31/05: I uploaded 30 days of Mifinity transactions as requested on the verification tab.
05/06: The casino wanted the statement in PDF format. I complained in the chat and via email that this was not possible. I
10/06: I chased the casino to pay.
11/06: The chat confirmed all documents were received and security checks were being made on the account. I was told to make a complaint if not paid by tomorrow. I sent a complaint email to the casino.
12/06: My account is verified and they said they will pay soon. I went into the chat for confirmation.
Still nothing has been done or paid I hope casino guru can help me.
Hello geraldmorrisong68,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wildz Casino. Please allow me to ask you a few more question before we would move forward.
Do I understand it correctly that your account got fully verified only since 12th? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
The chat said my account was verified.
Now they say we not need documents from you anymore all will be good we waiting on the relevant department.
Emil (Wildz)
Jun 12, 2024, 23:10 GMT+1
Hi
Thank you for contacting Wildz customer support.
This matter has been forwarded now to the relevant department.
We will contact you with more information via e-mail as soon as possible.
Don't hesitate to contact us if there is anything else we can do for you. We are happy to help you!
Best regards,
Emil
Wildz Support Team
Jun 12, 2024, 09:15 GMT+1
Where is my money?
On Tue, Jun 11, 2024 at 8:43 AM
Hei,
Chat informed me that after 5 weeks you are still making security checks on my account after 20 odd documents you have had from me. I now see this is nothing but a delay tactic to not pay. If you do not process all my withdrawals today i will make a complaint. I am sick of waiting now. I won money and you no pay. I have been very cooperative in giving you a silly amount of document
Hello geraldmorrisong68,
As stated above, withdrawals take up to 14 days once the verification done which may take also up to 14 days depending on the communication between you and the casino. Please let us know once it would take longer as until then, I can only advise to wait.
Sorry you don't see the timeline?
I am waiting for over 1 month all the documents has been provided.
Hello geraldmorrisong68,
Your timeline states that your account got verified 7 days ago, meaning it can take 7 more days for the payout to be processed. Please let us know in case it would take longer.
Hello still nothing news here . They keep getting me the run around. Could you contact the casino??
June 18, 2024 at 08:59
We are contacting you from Wildz customer support.
Unfortunately, we don't have an update from the relevant team yet. They will process your withdrawal as soon as possible. Once we have more information we will inform you via email.
We appreciate your patience about this!
If you come up with any other questions, don't hesitate to contact us. We are happy to help!
Best regards,
Mimmi
Wildz Support Team
, welcome to live chat! I'm Emil and I will be helping you today.
Yes really bad
I not have my payment
Emil
We are unfortunately still waiting for the update
This been today.
Thank you geraldmorrisong68 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi geraldmorrisong68,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Wildz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hello geraldmorrisong68,
Thank you for getting in touch with us.
First off, we would like to congratulate you on your winnings. We can confirm that your withdrawal request totalling kr53,349.00 had been received and that your account had been successfully verified. The relevant department are aware of and currently handling your withdrawal request and carrying out all necessary and obligatory checks, and will get back to you with any updates. We unfortunately do not have a timeframe for this, however rest assured this will be done as soon as possible.
Kindly note point 5.8 of our Terms and Conditions applies:
5.8 - Spinz reserves the right to perform background checks on any player and request any relevant documentation such as a copy of your passport or other identification documentation as part of the Spinz Know Your Customer ("KYC") procedures, at all times and, for any reason, including (but not limited to) any further checks into the identity of the player, any credit checks performed on the player, or any enquiries into the player’s personal history. The basis for such checks will be dependent on the specific case, but could include (but is not limited to) verification of the player’s registration details, such as the name, address and age, occupation, verification of the player’s financial transactions, financial standing, source of wealth, source of funds and/or gaming activity. Spinz may also request any documentation previously provided which would have later on expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time. Any non-completion or non-cooperation for documentation requests will result in Account termination and/or transactions being withheld across all our sister sites. Spinz is under no obligation to advise the player of such checks taking place. Such activities may include the use of specific third party companies, who perform the investigations as required. Spinz may decide at its sole discretion to terminate a player’s Account, and withhold all funds in such Account, on the basis that such an investigation provides a negative or uncertain conclusion.
If, on completion of Spinz’ verification checks, you are shown to be underage and/or registered under false details:
Spinz may, at its discretion and depending on the payment method used, decide to return deposited funds to you, but no winnings will be paid;
All transactions made whilst you were underage will be made void, and all related funds deposited by you will be returned by the payment method used for the deposit of such funds, wherever practicable; and
Your Member Account will be closed.
We apologize for the time taken and any inconveniences this has caused. Your patience is very much appreciated.
Have a nice day!
Regards,
Wildz Team
Dear Wildz Team,
Thank you for your response and the congratulations on my winnings. However, I must express my deep dissatisfaction with the handling of my withdrawal request and the overall experience with Wildz Casino.
The continuous delays and generic responses regarding the processing of my withdrawal are unacceptable and suggest a lack of intention to pay out legitimate winnings.
Here are my main concerns:
Repeated Documentation Requests: Despite providing all requested documents promptly, including KYC, proof of Mifinity, and proof of deposit, additional and redundant requests for documentation continue to be made,
unnecessarily prolonging the process.
Lack of Transparency and Timeframe: Your response does not provide any clear timeframe for when I can expect my funds to be released. This lack of transparency further contributes to the frustration and uncertainty regarding my withdrawal.
Unreasonable Delays: It has been over a month since my initial withdrawal request, and despite my account being verified, my winnings remain unpaid. This delay is excessive and unjustifiable.
Generic Replies: The responses I have received appear to be standard replies aimed at stalling rather than addressing the specific issues at hand. This approach is indicative of an unwillingness to process legitimate withdrawals.
our behavior in this matter borders on fraudulent and is far from the reputable service I expected based on your high rating on Casino Guru.
This experience has been the worst I have encountered with any online casino, and it is clear that Wildz Casino is not fulfilling its obligations to pay players their rightful winnings.
I urge you to process my withdrawal of 53,349 NOK immediately and without further delay.
Dear Wildz Casino, let us know if there has been any progress in the review of the player's account.
Hello geraldmorrisong68 and Natalia,
We are happy to inform you that there has been an update on the matter.
We can confirm that your 4 withdrawal requests of 3x NOK 15,000.00 and NOK 8,349.00 totalling NOK 53,349.00 had been approved and sent out on the 04/07/2024.
We once again apologize for any inconveniences the wait may have caused and appreciated your patience.
Should you have any further questions, please do not hesitate to ask.
Have a nice day!
Kind Regards,
Wildz Team
Thank you for providing these updates, Wildz Casino.
Dear geraldmorrisong68, please, let us know as soon as you receive the payments from the casino. Hopefully, the winnings will reach your account very soon.
Dear geraldmorrisong68,
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.
It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.
The player can reopen this complaint anytime.
We’ve reopened this complaint at the request of geraldmorrisong68. The following message was received from the player:
They paid you can reopen the complaint and said they paid.
Dear geraldmorrisong68,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
