Stalling on a 19,000 NOK withdrawal

Hi!

I need serious help! I went to play casino games on wildjackpots.com. After playing joker pro and won over 5000e I was excited and made a withdrawal request. In a couple of days, I received an email from Wildjackpots.com that I have to send them some documents, (Passport, Proof of address, Account information from e-wallet). I sent all the requested documents. For days I didn't hear from them, and finally, they said that there were some problems on their end so they contact me shortly after reviewing my account. After a month from the withdrawal request they requested the same documents but this time with a date in the same picture, I provided the documents with a date. Again after days pass by and I'm wondering what is happening they request the same documents AGAIN but this time with a Notary signature and stamp. I went to Notary and got the document Notarised. I sent all the requested documents again. After time goes by they send me a new request, (proof of income). I contacted the company I work for and requested an official payslip that shows the company I work for, the amount received, Dates, and my personal information. After this document I haven't heard anything from Wildjackpots.com, I went to their chat and sent them emails but nobody responses to my emails and the chat say they cannot help and say I should send an email to the Payment team. Now I received an email that wildjackpots.com will shut down next month. 5 months ago I didn't know that this casino will shut down and it seems that they have played time with my withdrawal request because they request document after document with different variations in past 5 months. I need help! That kind of money makes a huge difference in my life and now I'm being ripped off by this company.

evolution case id: SD-997031 (closed june 15/2020)
Casino case:? wont disclose

what happened: i was playing on evolution live blackjack tables when there was several problems where the buttons never appeared so i could choose to hit stand or double down and 1 hand where i was not able to accept insurance between the hand was 285$ CAD. i contacted the support desk on the live game window to which i was informed the bets were rejected and given a case id. i was told that once the investigation was done it would be forwarded to the casino and i would be informed by wildjackpots.

what i did: after recieving the case id i went to the casino support multipul times only to get told that there has been no word and that i just have to wait till they recieve the report from evolution. now today is june 22/2020 and the casino has tried saying there is no report no case and even as far as they are still waiting for a response from the provider. so in my chats with evolution they say they resolved the case and closed it on june 15/2020 and sent to the casino and i need to talk to them to see the results. i was even in contact with the casino pit boss who says that evolution has not sent anything in reguards to my issue

i just want whoever is dropping the ball in the resolution of this matter to actually figure out whats going on since there is a missing link in what has happened to the funds i had placed my wager with what i do know is the funds never got returned to my account and keep getting brushed off by the casino like they are trying to avoid dealing with the issue.

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.

I made first deposit on Wildjackpots and lost it,but on second deposit i managed to win 6500 euros. Both deposits was credited with bonus. I didn't break any bonus rules either. After that they asked documents like any other casino and that is normal. After verifying my account they asked me notarized documents. That sounded a little bit odd but i delivered them too. I had to go to registry office three times because Wildjackpots didn't accept my notarized documents. After third time they said it will take maximum 5 business days to look up my documents and now it has taken 9 business days. I asked what is taking so long but they aren't answering me. It shouldn't take that long to look couple notarized documents. I made my original withdraw on 15.1 so it's almost month ago and that is long time to wait money. I hope this complain can help me to get my money faster .

On my smart phone, I was betting $2 a spin on the game Rugby Star and landed 3 scatters to trigger the free spins feature. Just before the last 2 spins, the game cut out and an error message appeared on the screen, it stated "A gameplay error has occurred". During the error message, the game interface had disappeared so I did not know see my remaining free spins at all. After several attempts to try and get back on to Rugby Star, I couldn't get through as the same error message kept popping up so I decided to get assistance from live chat support. After explaining my issue, live chat asked me to do the usual which I had already tried twice before contacting them and that was to clear cookies and cache. The Wild Jackpots live support then asked me to use another device, so I logged off my smart phone and logged on the Wild Jackpots website through my laptop. I finally managed to access the Rugby Star game but to my dismay, the free spins had not continued which usually happens when there is a disruption during free spins. Instead, the game was in general play mode and I also noticed my bet was set to 50 cents and not $2. To add to that was a seperate issue where I could not withdrawal winnings. Every time I tried to withdraw, it would say something about a bonus. I wasn't given a bonus prior to playing. I had over $300 in winnings and because I couldn't withdraw it after numerous attempts, I ended up playing it all and this was so frustrating as I was experiencing two different issues at once. Both issues were reported to Wild Jackpots live chat support to which they escalated the matter to the technical department to further investigate. A week has passed and throughout the week I have asked live chat support as to how the investigations on the 2 incidents are coming along to which they advised me that the incidents are still being investigated and will contact me via email. I have checked my email every day and I have not heard from their technical department in regards to a resolution. Below is a live chat transcript that I copied and pasted Chat transcript Freja Wed, 11/29/17 08:23:07 am Pacific/Auckland Hello and welcome to our live chat ! David 08:27:17 am Username: davyrockit Email: < email removed >. Yesterday I had a problem sent to the technical department in regards to 2-3 free spins that wasnt given to me due to a error message reading 'gameplay error has occured', I am following up on what was the story on that and if I would be reimbursed. Next problem is, I cant seem to withdraw money because it says I have an active bonus balance but I was not given any balance or any promotion for me to select from prior to making my last deposit. Could you please check up on these two issues? Screen Shot 2017-11-29 at 2.12.24 AM.png Freja 08:28:08 am Allow me just a moment please to take a look on your account and check that for you David, I have checked this for you and it seems that both issues have been escalated. We do not have any updates at the moment but you can rest assured at our Tech Department is investigating this 08:31:32 am David 08:32:47 am Could you please have them email me once they have sorted both issues? Freja 08:33:24 am Ok. I will leave a note with your request David and you will be contacted via email David 08:33:46 am Thanks. Duration: 10m 43s Chat started on: https://www.wildjackpots.com/ E-mail from LiveChat

Since the 11th of october I am waiting for my funds (€155) that should be send by wildjackpots.com. The casino keeps saying that it has been sent via trustly but I didnt received it. I have already contacted my bank and they can`t and won`t do anything to trace the funds. I have been told by my bank that it are international rules that the sender of the money should investigate where the money is. I recently made a withdrawel via Trustly at another casino called Loki Casino and I had the same problem with them and after they started the investigation they first told me to contact my bank. I told them that my bank can`t do anything and they told me that they would check one more time and guess what! I received the following e-mail from Loki Casino: Dear < first name removed >, We are terribly sorry for any inconveniences caused Recently we've got another response from Trustly Your withdrawal hasn't been proceeded successfully, funds came back to your account. You can check it in your personal profile Thank you for the understanding! It is clear that the money has been sent. The question however is where my money is right now. Because it aint on my bank. Also I dont hear anything from the casino.