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Wild Tornado Casino - Small withdrawal is being delayed, worst casino experience ever

REJECTED
Complaint Info
Disputed casino Wild Tornado Casino
Reason Delayed payment
Amount $ 80
Posted on September 15, 2020

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

Posted on September 16, 2020

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.

AskGamblers
Posted on September 16, 2020

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.

Posted on September 17, 2020

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
Posted on September 17, 2020

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.

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