Complaint #67 Wild Tornado Casino

Small withdrawal is being delayed, worst casino experience ever

By Futureangel

5 years ago

Message on forum

I recently stated playing at wild Tornado Casino for must of the part staff seems polite until when it comes to bonuses and withdrawal . I made a couple of deposit ( bitcion ) and had to issues missed my first bonus because I was never informed about it . Totally ok with me . However when it came time for me to withdraw my winning which are equivalent to 80 US dollars I was denied . I submitted all my necessary documents and still my withdrawal is being delayed . At given interaction with chat they started to be rude . Now I am just waiting for them to give me my withdrawal . I was speaking highly about this casino to my friend and family and some of which join . But after this experience I will not continue . Ask Gamblers you are of high standards and seem to get issues resolved . Please take care of this for me.

Best ,
Futureangel

Disputed Casino Wild Tornado Casino

Reason Delayed payment

Amount $80

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, AskGamblers Complaints Team has no other option but to reject this complaint upon submitter's unwillingness to cooperate.

In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

The case is now officially closed.

Futureangel

• 1 reviews

5 years ago

Good Day to Ask Gamblers as well as to Wild Tornado . Let me start by thanking Ask Gamblers for their cooperation. In any case I would highly suggest that wild tornado should not me questioning the validity of my documents and spread false information . I never said that I was not given my bonus (not inportant right now ) . I only use cyptro currency for I am a very private individual . When making deposits there was never as issue . Perhaps they should verify documentation before deposits . And not take you by surprise . My fault perhaps . There is no need for further investigation. I would like to say that I am please with the outcome and wild tornado owes me nothing good day to all .

AskGamblers

• Support Team

5 years ago

Dear @Futureangel,

The AskGamblers Complaint Team is kindly asking you to assist the Wild Tornado Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Wild Tornado Casino

• Representative

5 years ago

Dear FUTUREANGEL and AskGamblers Complaints team,

We would like to shed light on this situation. To start with, the player really contacted us via chat regarding Welcome bonus, and we have offered a special deal, according to which the player is provided with 100 cashback on the first deposit, and the welcome bonus will be credited manually on the second one. And that was done, since the player accepted the offer. Therefore, we cannot agree with the statement that the player had any difficulties in receiving the bonus or was not informed right. Here is a message sent to a player (https://prnt.sc/ui31f0).

As for the withdrawal of funds, in this case we actually acted accordingly to the rules of the casino, the verification/withdrawal policy in particular. We would like to draw your attention to the fact that each player should be acquainted with the information of terms and conditions of the casino before accepting them while registering (https://prnt.sc/ui3iq4, https://prnt.sc/uhs8nt).

The rule 12.3 of our TERMS & CONDITIONS states that if such a need occurs, the Casino reserves the right to check player's identity prior to processing payouts and to hold withdrawals for the time needed to check player's identity. If the player provide any false data, the withdrawal can be cancelled. Source: https://www.wildtornado.casino/terms-and-conditions (https://prnt.sc/uhs9up).

In this particular case the player did not upload the right documents thus the withdrawal of funds was cancelled. Right after cancellation we sent a clarification letter to the player and asked to upload exactly the photo of the document since we had doubts about the authenticity of previously uploaded ones. Please mention that it was read (https://prnt.sc/ui4x12). Most likely, the player ignored this request, which is very thorough and corresponds to the TERMS & CONDITIONS.

Before that, the player uploaded document which at our discretion looks like a printed copy of a Bundesrepublik Deutschland ID (we have provided the AskGamblers Complaints Team with examples). For obvious reasons, we could not accept it, and withdrawal was cancelled.

It should be understood that for security reasons, we do not accept scanned documents, especially if it is not just a scan, but a printed photograph of a document which can also be altered easily. These requirements are not unfounded and correspond to the license and the requirements of our security department. According to the term 10.2 of our ANTI-FRAUD POLICY, providing of forged documents is forbidden and can be defined as fraud. Moreover, in some cases it can lead up to confiscation of funds (https://prnt.sc/uhsis6).

From our side, we are always loyal and fair to the players and expect the same from their side as well. In case the player can provide documents which meet all requirements, we will be glad to consider them.

Based on all the above in our opinion this complaint does not accurately reflect the entire situation thus we kindly ask the AskGamblers Complaints team to reject the complaint, as we were acting according to the rules of our Casino and the player's arguments are not truthful.

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