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.