Complaint #59 Wild Tornado Casino

Amount not credited

By Sargent92867

6 years ago

Message on forum

12 hours after I made a bitcoin deposit, Wild Tornado Casino is refusing to credit my account for my deposit. They are claiming this is due to me picking USD when I was filling out my initial sign up. They state that because I picked usd, usd was put into the bitcoin deposit box and went to someone else's wallet, and it should and will be at my loss. All of us who use bitcoin, know this is impossible. There are no two same bitcoin addresses and no such thing as a USD wallet. When I chose USD while signing up. It did not clarify this was strictly for bitcoin!! This is an obvious computer / programming error on Wild Tornadoand Casino's part. Again this was my first visit to this casino!

Disputed Casino Wild Tornado Casino

Reason Amount not credited

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Wild Tornado Casino management in regards of this complaint to confirm and justify the casino actions. Unfortunately player's lost deposit can not be retrieved due to the fact that player chose one currency upon registration USDT /USD Tetherium/ and deposited with another one /BTC / which went to the wrong bitcoin wallet address. Casino did try to assist the player by contacting the relevant payment provider in order to request the cancellation of the deposit. The request got rejected due to the Crosschain recovery policy as explained in the casino post.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Wild Tornado Casino

• Representative

6 years ago

Dear SARGENT92867,

We would like to draw your attention to the fact that you got acquainted with the information of terms and conditions of the casino before accepted them while registered.

According to the terms and conditions of our casino (Anti-fraud policy, 10.9): "The casino is not a financial institution and thus should not be treated as such. Your account will not bear any interests and no conversion or exchange services (including fiat-crypto exchange) will be offered at any time. You can find it by following the ink: https://www.wildtornado.casino/terms-and-conditions

Our site provides a lot of currencies to choose. You were able to use the USD, but chose USDT. As we mentioned, casino is not a financial institution. Each player takes responsibility for the action he/she makes with his/her account. We could not prevent the action you made.

As the funds were not credited to our casino, we could not credit them back to your account.
Moreover, we really contacted CoinsPaid asking to return the funds to your account if they are not lost. To our regret, the request was denied.
The screenshot of our conversation with CoinsPaid was sent to AskGamblers team.

Taking into consideration the fact that you have the BTC wallet, you should use the BTC currency for playing.

You mentioned that website is lagish. If you had the issue with the work of the site,
you could contact our live chat that works 24/7. We are sure, that support would do our best and would help you find out the reason of the issue. In addition, we would like to remind that according to the term 8.2 of Terms and conditions of our casino "The Casino is not liable of any hardware or software defects, unstable or lost Internet connection, or any other technical errors that may limit access to the Website or prevent any players from uninterrupted play."
Lagish could be as a result of bad internet connection, block from internet provider and other reasons.

In conclusion, we would like to tell that we really understand that it is an unpleasant moment and sorry that you have got such a bad experience.

Sargent92867

6 years ago

Let me start by saying, this is the first time I heard of Wild Tornado Casino trying to track down the bitcoin deposit so they could put it back into my account. Would've been nice to hear this first hand! Instead, after twelve hours of leading me on, they were rather quick to tell me this whole situation was my fault because I deposited the bitcoin into someone else's address! 2nd, the first time I visited the deposit page, the address provided was set up for bitcoin. Just like as ll other bitcoin addresses I've come across, I thought this was for bitcoin and bitcoin only! Up until now, I had not heard of a interchangeable crypto address. Frankly this doesn't make any sense, because such address does not exist. As to the T in USDT, this step in the deposit process was on a separate page from their provided bitcoin address. When I tapped on USDT, i thought it was for picking out the currency belonging to your country of origin! I did not know T stood for Tetherium. This is the first time I've heard of such crypto. If you read some of the other posted reviews, you will see that Wild Tornado website can be lagish from time to time. Their website froze up on me each time I visited it! In my vast experience with computers and websites, I have learned that these technical issues can lead to many different errors and problems! Within the last year, I have made over one hundred thousand in bitcoin deposits. During this time, I have ran into a few issues involving similar circumstances. In each instance, the casinos involved did not place any blame on me. Instead, they were all very quick to fix any problems, while treating me with respect, and as a valuable customer! To this I am most appreciative! I, myself, am a small business owner in the service industry. I treat all my clientel with upmost respect and always go out of my way to make them also feel like the valuable client they truly are! My final thought on the above situation! This could have and should've, easily been resolved by the company in question! Lesson learned, you are not always going to be treated the way you would treat others..

Wild Tornado Casino

• Representative

6 years ago

Dear SARGENT92867 and AskGamblers team,

To start with, the player really contacted us via chat with the obstacle that he faced while making a deposit. However, we would to shed the light on this situation.

Firstly, the player chose a USDT (cryptocurrency) as a main for playing and making a deposit, not USD as was mentioned. The problem is that the player decided to make a deposit from BTC wallet to the USDT address of our casino. The vital fact that should be noted is that one crypto currency cannot be converted to another one.
Our system provided player with a link (in Deposit tab) for digital wallet for the USDT currency. Due to the fact that player sent the funds in BTC currency, they went to the BTC wallet with the same address (which does not belong to our casino).

We did our best to help the player and contacted CoinsPaid requesting to cancel the transaction as funds were sent to the wrong address by mistake. Unfortunately, we received a response that due to the Crosschain recovery policy, the funds that ware sent from one currency to another and was lost can’t be refunded. Crosschain recovery policy can be found by following this link: https://docs.coinspaid.com/docs/crosschain-recovery-policy

We regret that player has lost the funds as sent them to the wallet that belongs not to us. However, we sincerely believe that this is not a reason for such a bad review. We did our best to investigate the problem and informed the player via email with the reason why the funds were not credited to the player's balance at our casino.

We provided AskGamblers team with all the details and proofs to the AskGamblers team. If you need more information on this matter, we would be happy to provide them.

Kindest regards,
Wild Tornado Casino team

Wild Tornado Casino Complaint Stats

Resolved 22 / 22

Avg. Amount $1,312

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Wild Tornado Casino Complaints

See all complaints for this casino

Payment keeps getting rejected over and over agian

I made an account at Wild Tornado 18 Jan and lost about 3-400 euros in about ten days. On 27 Jan I won a bit and decided to withdraw 900 euros. I had some withdrawals declined due to verification. On Jan 30 my withdrawal was pending and chat said everything looked alight. It was then reversed on 2 February. Live support claimed I put in a wrong IBAN. I made another withdrawal and screenshotted it, showing everything was correctly inserted.

The withdrawal was pending for five days and then rejected again today (7 Feb.). This time they claim it's a problem with the payment provider, and I did nothing wrong and asked me to withdraw again. I have ZERO faith that it will work this time, so please take a look at it.

Resolved

€900

Waiting over 5 weeks for deposit to clear

I made a deposit to Wild Tornado casino on the 4th of August of $80. I have contacted them through the online support chat and through email almost everyday to have my deposits cleared and they keep saying they are having technical difficulties and that I have to be patient.

It is now the 9th of September and it has been 5 weeks since I made my deposit and It is still not cleared despite my many attempts to have it fixed. I have sent them my bank statements as they requested yet still nothing. I would like my deposit cleared so I can play.

Resolved

$80

Wild tornado giving the run around

So I deposited twice $75 and $15 deposits through my visa they took the money out of my bank and have not credited my casino account.

I made these deposits almost a week ago I have contacted support every day since and they all keep telling me the same thing.

They are saying there have been “technical” issues and they are working on them.

I’m getting really frustrated with it because that’s just $90 gone to where??

Why can’t wild tornado just credit my account with the money I deposited? It doesn’t make a lot of sense.

Every day they are saying they will fix it in due time but I mean it’s been a fair few days now and still not in there.

It’s saying pending in my casino transactions still but gone out my bank.

Resolved

$90

Deposits taken from bank but not credited

So I deposited two $15 deposits through Mastercard, they took the money out of my bank and have not credited my casino account.

I made these deposits almost a week ago I have contacted support every day since and they all keep telling me the same thing.

They are saying there have been “technical” issues and they are working on them.

I’m getting really frustrated with it because that’s just $30 gone to where??

Why can’t wild tornado just credit my account with the money I deposited? It doesn’t make a lot of sense.

Every day they are saying they will fix it in due time but I mean it’s been a fair few days now and still not in there.

It’s saying pending in my casino transactions still but gone out my bank.

Has this hasn’t happened to anyone else??

Resolved

$30

No payout after 12 business days

Firstly I want to note that I am generally happy with this casino. Customer support is responsive and wants to help. Yet, the timeline of payout and the repeating "the payout is in process" without indicating timeline is not very customer friendly and compared to other casinos extremely slow.

On July 28.2021 I won 5166 USD in this casino. Immediately I successfully verified my account. This was confirmed by customer support.

I also decided to definitely close my account. This was done on the same day. I then requested the payout of the remaining funds of my account of the mentioned 5166 USD. As I did not have access to my account anymore, it was agreed with customer service that finance will manually payout the funds to the bank account provided. Over the next several day I checked with support and always received the message that the payout is in process. Yet, after 12 business days ( 15 days in total) the money has not yet arrived on my bank account. Yesterday I had the last contact and I was told I will be informed about the payout this day- this did not happen.

Resolved

$5,166

Neosurf deposit pending for too long now

Used a $20 neosurf voucher to deposit into my account on wild tornado casino..

Checked my balance and realized the money was not in my account and when i checked transactions, o noticed it was pending..

This was deposit on friday just gone at around midday and it's now 10am sunday...

I've been told lie after lie after lie..

First i was told by customer support via email that it was a technical issue and they were trying to fix the problem and not to worry but I'd just have to be patient..

So here it is some 40-42 hrs later and in that time period i was also told by my personal manager that it was a neosurf problem and she'd contacted them and was waiting a reply..

Firstly if tech support tells me that they've not yet been able to fix technical fault then how would my personal manager possibly know that it was a neosurf issue ?

I sent the 2 screenshots that I've attached with my complaint, to customer support and as you can see on screenshot provided it clearly says " activated "..Now i believe this to mean it's been processed but there's $0 available on voucher and it still says in transactions " pending "

It's quite clear to me and it's of my opinion that the casino is deliberately playing games and being untruthful and has no intention of giving me my money back..

If it were a technical issue then it's highly unlikely that'd it just be affecting neosurf deposits..

Even if this were the truth then why some 40-42 hrs later is my deposit still pending because surely tech personal should have fixed the problem..

When i question them about it , i get the " please be patient and just wait " message..

When i asked them to show me proof or prove it was to do with a technical fault, they replied with " what do you want proof for "

If they've nothing to hide then they would have at least tried to provide some proof or replied with " I'll do my best to get you proof jaxson "

This casino clearly has it in for me and has broken promises in relation to bonuses i was supposed to get, only for personal manager to renege on promise and that was only last Monday and so i made a complaint to casino and since then theyve deliberately ignored emails and of they were answered i was made wait between 12-18 hrs..

I could really use your help please...

Regards, Jaxson < surname removed >

Resolved

$20

Struggling to withdraw funds

I've been struggling to withdraw any funds for a week.

Firstly the casino said I had to provide verification documents which I happily did.

Then withdrawal via the card I deposited (visa) was not allowed or working.

Then my account was locked and I had to provide an extended verification process over Skype and submit further documentation which I happily did.

Then I was told to withdraw via bank transfer. These have been declined for various changing reasons and now they are having technical issues and I'm being asked to set up a Skrill or neteller account, deposit again, and then use those services to withdraw instead.

It feels like they are dragging their feet.

Resolved

$5,500

Withdrawal of €1,500 delayed

Dear all good day,

I have requested 3 withdrawals of 500,00 euros ( total 1500 euros) on 07.04. So far the withdrawal has not been approved and still has status "pending". After emailing and chatting with customer service from the casino I was first informed that the delay was due to heavy payouts, then I was informed that it is a delay that they don't why and asked me to be patience. I honestly don't know what to believe and would like to receive my withdrawal.

Thank you for the support.

Rejected

Delaying my Withdrawals

Hello,

Last weekend (3.4.2021 - 4.4.2021) I won on wildtornado 7500€ on Crazy Time, immediately I tried to cash-out. The cashout was declined multiple times, after I contacted support they told me I need to wait for additional verification (They told that the email should arrive in about half an hour), it arrived the next after another urgency from me to support.

My first withdraws I was trying to withdraw back to my credit card I used to deposit. I was told I can't do that and I need to use Skrill, so I deposit using Skrill to activate the Skrill account and tried to withdraw. Another failed attempt, and to my surprise my account was locked. After I contacted support I was told I need to pass Skype verification process. I waited till the next day so I can verify myself via the Skype call. Once I was done with the call I waited for another 4 hours to be finally verified and told that I can make a new withdrawal request. Once I did new withdrawal requests to my Skrill account. It was AGAIN declined and I was told that I can't withdraw to my Skrill because I am from Czech Republic (by the way my friend from Czech Republic used Skrill to withdraw many times - but much smaller wins).

So now I am here stuck with 6000€ (I lost 1500€ back) that I can't withdraw.

Please AskGamblers help me with this issue.

Resolved

€4,000

Account blocked and winnings confiscated due to "Violation of Anti-Fraud Policy"

Hello.
On September 20th I made a deposit at wildtornado.com casino (around 1500 RUB, rubles), played different slots, including jackpot slots from Play'n'Go provider. I was lucky and I won a jackpot of ~45000 rubles. I cashed out 50000 and the casino withdrew this sum within a few hours - no problems.
On the same day, I made the next deposit of 3000 rubles. I played for a long time, probably the whole day, I won 2 more jackpots of 45000 each.
On September 21st I tried cashing out funds - but this time to no avail. In their support chat I asked several times what was creating the holdup and they had refered to the large number of withdrawal requests and I just need to wait.
On September 23rd the account was blocked and all funds on the balance were debited (=removed) - total of 98989 rubles (equivalent of 1320 US dollars, by exchange rate of 1$ = 75 RUB). I was notified about this by email (I attached screenshot - if necessary, I can show the full original letter with all the service headers). As you can see they state that account was blocked due to "Violation of Anti-Fraud Policy", however I didn't do anything close to that. I just played slots that could be played in their casino and was somewhat lucky on those 2 days.
Email is in Russian, if the text is needed to be traslated - I can happily do that.
I played:
- with no bonuses / no free spins;
- did not have any multi accounts;
- my account was verified (in 2020 they demanded a selfie with passport and hand written text "wildtornado" with a date on paper sheet near me in this selfie - I provided that).
Unfortunately, I do not have screenshots with the history of transactions / my game account - because obviously I cannot login to my personal account due to it being blocked.

Resolved

руб.98,989