Wolf Winner Casino - Player’s struggling to complete account verification.

I joined the casino on Sunday morning , I uploaded my ID and bankstament it was approved , I then deposited and upload the bank card , I had all three green ticks when I withdrew.

latter I received a weird call and could not understand the person talking so I logged in to see if it was the casino. When I logged in my funds had been reversed to casino balance and my ID said invalid, even though it had been processed and said vaild the day before.

I asked the casino and they said my Australian drivers license was not acceptable, even though it had already been accepted.

I was asked to provide my pass port and a picture of myself holding my pass port which I did , support then told me they could not help me and I had to wait for a call in a few hours to confirm ,which I found very strange the only was to fix it was with a phone call and that I could not call or email anyone I just get told to wait for call.

it’s been 24 hours now and I have not received a call , I believe this casino is taking advantage of me and has broken there terms and conditions by verifying me before I deposit and then unverified me once i withdraw.

can you please help me solve this ridiculous and unprofessional issue .

Dear PORTOCARRERO,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed 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

i totally agree it is important , this why I made Sure my ID and bank stamens was approved before I deposited as I know they can only approve the card after deposit.

I had all three green ticks and was fully verified before I tried to withdraw. Only after I withdrew did the reverse it.

they just said my ID could not be used , after they already verified it and after I had already used it to be verified on their sister company.

I was asked to upload my passport as they could work, I did and I also took a photo of me holding my passport.

i have waited by the phone for 24 hours and no call when I send an email today they said they have been trying to call but it’s a lie , I also provide them with my number again even though it is the exact same as the profile I signed up to.

They say the can not tell me anything more until they call me which is a joke because they never called , and they have very private documents of mine I am now worried about .

Update :

I logged in this morning again to ask why I had not been called yet, they said they called me yesterday but I did not answer and now need to wait up to another 24 hours.

I have phone records to prove that I have only been called once 40 hours ago.

i believe this is a strategy the casino is using to slow down my withdraw and cause my welcome bonuses to become invalid because I can only claim them in the first week.

I also find it very suspicious that I was fully verified and only unverified when they had to pay me.

saying a valid Australian drivers Licence could not be accepted even though they already accepted it.

the main reason I am worried is I send a picture of myself holding my passport I fear they have stolen this information now as it seems very unprofessional, I really hope you can help me get to the bottom of this so others do not get taken advantage of and given fake verified ticks like I was just so I would deposit then then could cancel it

Updated :

Spoke with support 3 more times being told be patient and not believing me when I say no one calls. It has now been anther 24 hours I have waited after been told I would be contacted , I have now waited 60 hours.

I have finally gotten an apology and been told to I can call at 7 am UTC time and be connected to security which is what I have asked for 60 hours.

I will now wait another 8 hours and hope they finally help me.

Any update on if casino guru has been able to help ?

Dear PORTOCARRERO,

Thank you very much for the updates. Have you succeeded in being connected to the security department to clarify what the issue is?

Hello they finally called me after 72 hours , and are now saying my account is being shut to not being able to be verified. I have now been locked out.

This is after they already first verified my Australian drivers licence and they requested a picture of myself holding passport just say it was reflected and not giving me any reason at all.

wheni asked for an email explain it all so I could complain the security team me ever told me to email them.

i have no reply and feel Completely ignored, it feels like it was all a way to get a picture of my passport I am very worried not only that this casino is a scam but they have now stolen my information.

here is also a picture to prove I was once fully verified with them

They now are ignoring my emails and request for reason

Thank you very much, PORTOCARRERO, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello PORTOCARRERO,

I will assist you with the complaint from now on. I will contact the casino representatives in order to learn more and to see how to help you.

If you wish to share any communication between you and the casino regarding the issue, please send it to my email address at tomas@casino.guru

Wolf Winner Casino,

why were the verification documents provided to you rejected, and attempts for the player to verify ignored?

Thank you for your reply , they still have no replied and ignoring me 🙁 hope you have better luck 🙏

We would like to ask the Wolf Winner 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’.

Dear PORTOCARRERO,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.