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Wild Jackpots Casino - Applying account verification procedure for a third time in less than two years

Complaint Info
Disputed casino Wild Jackpots Casino
Reason Verification issues
Roadhouse American Samoa Message
Posted on February 28, 2018

I have been with Wild Jackpots a little over two years now and in that time I have had to verify my account twice which costs people time and money. Just recently, the live chat has asked me to send documents to verify my account for a third time to which I told her that my details are the same as before and has not changed.

Wild Jackpots say its for safety purposes - so they get the money to you and not anyone else. If that did happen, the blame will rest solely on Wild Jackpots in their incompetence to transfer funds to an account they were instructed to by the owner. An account they are more than happy to receive funds from quicker than they can deposit funds into.

The live chat said my account was an 'unverified account' and that I needed to provide details to verify my two year old account to which Ive been paid winnings many times before. I then asked the live chat 'if my account is unverified, would Wild Jackpots continue to accept deposits from an unverified account?' which I'm sure they would.

The live chat also claimed Wild Jackpots sent an email regarding all this to which they didn't. I had to contact their finance department via email to get a response.

Posted on March 1, 2018


Please do note that this procedure is a part of our terms and conditions that we need to comply to. Upon checking, no verification documents have been received from this account after several requests for the last 2 years (last request was made last May 2017 prior to the current document request) and exceptions have been made for his past withdrawals.

The customer may find the clauses below under the Deposits and Withdrawals part of the terms and conditions:

4.11. We will request identification documents on your first withdrawal and may also request identification documents for all withdrawals. For these purposes, you will need to send us: i) one government approved photo ID (ID card, passport or driver’s license) and ensure that your name, photograph and signature are visible; ii) a document that serves as proof of residency (such as a utility bill not older than 2 months). iii) If your deposit was made via credit card, we will also require a copy of the card (front and back).

Once the requested documents have been received, the player will be contacted by our Finance Team regarding the withdrawal. Please do note that no winnings have been confiscated from the customer and once the required documents have been received, we will be more than happy to process the withdrawal.

If the customer has sent the documents, please provide us with proof that this has been sent and that we have acknowledged receiving the documents and we will make sure to handle the withdrawal as soon as possible.

Kind regards,
WildJackpots Team

Posted on March 1, 2018

Dear @Roadhouse,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on March 5, 2018

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

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