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Wildz Casino - Cannot withdraw 6000 euros for over one month

REJECTED

Complaint Info

Disputed casino

Wildz Casino

Amount

€ 6000

Posted on May 27, 2021

Hello,

I won 6000 euros and cannot withdraw for one month.

I upload all KYC documents and POA, SKRILL Verified. I uploaded 5 ID pics and it keeps saying 'Requested' on my account. I also upload selfie with ID. All pictures HD with iphone (I attached for you here to see).

No reply to my emails and I cannot get my money. I request manager but they no reply.

Please can you help as I check MGA rules and they breaking these by ignoring what I upload and keep asking for same things.

Thank you

Posted on May 27, 2021

Dear LIIAKOLES,

I hope this finds you well. I'm sorry to hear that your KYC procedure has been difficult. Unfortunately I cannot comment anything specific to a possible existing player account on a third-party site, but I can give my thoughts based on the information (including documents) provided in this thread.

Unfortunately the pictures of ID uploaded are of too low quality for all the text on them to be read. Kindly make sure that all the text in the document can be easily read. In the provided picture of passport, text such as "date of birth" is not clear enough. My apologies for any inconvenience caused. My advice is to take pictures in a better lighting or ask to use the phone of someone you trust to take the picture. Please remember to remove the picture from any device that is not yours.

I would also like to point out that posting pictures of your passport / Skrill details etc. on a public forum (in this case Askgamblers) is extremely dangerous and exposes you to potential identity theft. Please remember to take care of your privacy online, I strongly recommend removing the attached images showing any personal information from this complaint.

Unfortunately due to GDPR, we are unable to provide any more specific information on the matter on a third party site. Should the customer have a complaint or any questions regarding their casino account, they should contact us directly via email or live chat, or contact our ADR. More information about raising a complaint can be found in our terms and conditions sections 14 - 14.5 (https­://­www.wi­ldz.co­m/e­n/i­nfo­/te­rms­-an­d-c­ond­iti­ons/).

Thank you very much for your understanding. Wishing you a lovely rest of your week, LIIAKOLES!

Sincerely,

Sebastian
Casino Representative
Wildz

AskGamblers
Posted on May 27, 2021

Dear Wildz Casino,

Please note that all attachments in this complaint are set private and are visible only to the complainant, the casino and the Askgamblers Complaint Team

Thanks in advance for your cooperation.

Posted on May 27, 2021

Dear Askgamblers,

Thank you for confirming. If the user has any more questions which can be answered at a general level, I'd be more than happy to answer those here. Otherwise we won't be able to help much more via this forum, unfortunately.

Sincerely,

Sebastian
Casino Representative
Wildz

AskGamblers
Posted on May 31, 2021

Dear @liiakoles,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Wildz Casino team accordingly.

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 or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

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