Ag Awards

GoWild Casino - Waiting 3 months to verify my account, no responds from them anymore

Complaint Info
Disputed casino GoWild Casino
Reason Verification issues
Amount € 1500
jayrock545 Netherlands Message
Posted on November 12, 2014


I won a big amount on gowild and I kept playing with it I left the balance on my account because i works overseas. I cashed out 1500 euro I never received it after looking for a while i still didn' t got i forget this only then I think i want to cash in I replied to chat they couldn' t help me.

After a while I contacted the support again they needed a picture me holding my ID card I did that and a new bill I did that to. After no reponds agan i informaed the chat every day they couldn' t help me. After a while I finally received a phone call that they needed more documents I provided a notarised ID and new bank utility bill. After I had done this i never heard anything anymore the chat says I have to wait for the finance department to contact me they never do this. I send numerous of emails and there unresponsive I hope you can speed up this process and tell me if you need anything more.

Posted on October 31, 2014


Allow us to clarify the situation. The player’s account and activity was flagged as suspicious in fraud and money laundering, which is why we required to run full account verification as we are obliged to by law and our licensor the LGA .

We have asked the player to provide identification documents of which some were provided, others were only provided almost a year after our request (while we had numerous attempts to contact the player via registered numbers which were invalid). The first document request was made back in January 2013 and followed by others until October last year (2013) to which the player did not respond until recently.

We also tried to contact the notary office to verify the authenticity of documents, however this was without success as well.

We contacted the player again and requested updated documents in order to resolve this matter quickly and in the best way possible. We apologize for any inconvenience caused to the player, but this is our security and license policy and we must follow it. If the player cooperates and provides the requested info, we are surely to finalize this in a day’s time.

Thank you,
GoWild Casino

jayrock545 Netherlands Message
Posted on November 3, 2014

got the responds I wanted I am getting the documents they need now.
Thank you for the reply.

Posted on November 4, 2014

Is this complaint solved? Please confirm.

jayrock545 Netherlands Message
Posted on November 7, 2014

I just send in my documents today I am waiting for them to verify them.

Posted on November 11, 2014

Dear all,
Any news?

jayrock545 Netherlands Message
Posted on November 11, 2014

This complaint is resolved I got payed.

Posted on November 12, 2014

Complaint solved!

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