Complaint #48 Wildz Casino

Removing winnings after 3 months

By Kristiansvenn

1 year ago

Hello.

I deposited on Wildz Casino 2024-04-18 with 5000kr. I ended up in total with 172 715kr on my balance after i finished wagering the welcome bonus they have. I was really happy about it and i understood that i would probably have to go trough some KYC.

So i did do their KYC. This was quite the troublesome experience. My documents were rejected with no reason as to why, so i had to reupload and talk to support foer a long time. Nevertheless, i got verified eventually.

I tried to withdraw 2024-04-19 14:29:27. However they never seemed to process my withdrawal. So asked live support almost daily. I always got the same response back. "we are waiting for the relevant team etc..." Eventually i started emailing them instead. I have attached relevant screenshots. So on 10/7/2024 I have been waiting for almost 3 months with no lucky from either the "relevant department" or the support team.

2024-07-10 10:43:42 My funds were "manually adjusted", meaning nothing else than my original deposit amount is left on my account. So in total 167 715,00 kr were removed from my account.

I haven't receiv any email regarding this adjustment. However once i talked with the support agent today i got told that i have to wait for a reply from the relevant department. This is the same message that i have received for the last 3 months, furthermore she explained that the support team has been asked to wait with processing my withdrawals with no explanation given.

Disputed Casino Wildz Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Wildz Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Wildz Casino

• Representative

1 year ago

Hello KRISTIANSVENN and AskGamblers,

Thank you for getting in touch with us.

We can confirm that your withdrawal request had been received. We would also like to inform you that the decision has been taken to no pay out your winnings. Your deposit which you are entitled to has been returned to your balance and we kindly ask you to request a withdrawal of this. Your account will then be closed permanently. We had informed you of this decision yesterday via email. Please note that this is due to a business decision and is final, point 5.8 of our Terms and Conditions apply.

"5.8 - Wildz reserves the right to perform background checks on any player and request any relevant documentation such as a copy of your passport or other identification documentation as part of the Wildz Know Your Customer (“KYC”) procedures, at all times and, for any reason, including (but not limited to) any further checks into the identity of the player, any credit checks performed on the player, or any enquiries into the player’s personal history. The basis for such checks will be dependent on the specific case, but could include (but is not limited to) verification of the player’s registration details, such as the name, address and age, occupation, verification of the player’s financial transactions, financial standing, source of wealth, source of funds and/or gaming activity. Wildz may also request any documentation previously provided which would have later on expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time. Any non-completion or non-cooperation for documentation requests will result in Account termination and/or transactions being withheld across all our sister sites. Wildz is under no obligation to advise the player of such checks taking place. Such activities may include the use of specific third party companies, who perform the investigations as required. Wildz may decide at its sole discretion to terminate a player’s Account, and withhold all funds in such Account, on the basis that such an investigation provides a negative or uncertain conclusion.

If, on completion of Wildz’ verification checks, you are shown to be underage and/or registered under false details:

- Wildz may, at its discretion and depending on the payment method used, decide to return deposited funds to you, but no winnings will be paid;
- All transactions made whilst you were underage will be made void, and all related funds deposited by you will be returned by the payment method used for the deposit of such funds, wherever practicable; and
- Your Member Account will be closed."

Should you have any further questions, please do not hesitate to ask.

Kind regards,
Wildz Team

AskGamblers

• Support Team

1 year ago

Dear @Kristiansvenn,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s and its currency.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Wildz Casino Complaint Stats

Resolved 4 / 6

Avg. Amount $1,924

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Wildz Casino Complaints

See all complaints for this casino

Delayed payment over two weeks

I have been trying to get my money from this casino for over 2 weeks now and they keep delaying the process. I have uploaded all documents to become verified, and there is a green dot on the verification page meaning everything has been approved, yet there is still a block on the account. I have tried contacting the customer support and they keep saying there is "no time window" for when the block will be removed. This casino is treating me very unfairly. I have a pending withdrawal of $2447.50 CAD for almost 2 weeks.

Resolved

$2,448

Wildz withholding 1347Euro win for nearly 2 months despite full verification

Hello AskGamblers team,

I’m submitting this complaint regarding Wildz Casino. On March 13, 2025, I won €1347 on their platform. I promptly submitted all requested verification documents, including:

Government-issued ID

Proof of address

Proof of bank account ownership (used for withdrawal)

These documents were verified by Wildz shortly after submission.

However, despite being fully verified for nearly two months, my withdrawal has still not been processed. I have contacted their support team multiple times via email, asking for clarification and updates, but I only receive generic, copy-paste responses with no progress or explanation.

At this point, it feels like they are intentionally delaying or avoiding the payout without justification. I kindly request AskGamblers' assistance in resolving this matter and ensuring I receive my rightful winnings of €1347.

Thank you for your support.

Best regards,

< full name and email address removed >

Rejected

€1,347

Really slow withdrawal

I played on Wildz.com 12.8.2024 and i made deposit amount 250eur and also redeem the welcome bonus. I managed to withdrawal totally 13536€ after wagering this bonus 100% through. I tried to withdrawal the whole amount, but it was too high for withdrawal limits, so I put withdrawals in slices for 1000€ like many times. And after a while casino needed to verify my account and i needed to send some documents (alot) and now account is verified, but I haven't got the moneys yet, it has been 15 days from the withdrawal.

The first withdrawal accepted, amount was like 1000€ but other withdrawals are still in casino, waiting for approval. Livechat helped me a little bit but they said: "I understand very well. However, we haven't received an answer to this yet, so unfortunately I can't say more about it yet. We are waiting for the response from the relevant department. Please wait in peace, thank you."

So what i need to do or is this normally that amount withdrawals need to be waited many weeks? I'm not sure what to do here, and waiting feels really long..

- Eerika

Resolved

€1,000

Casino ask for a document that mifinity doesn't have

I deposite 5000 NOK at wildz casino. Was lucky and won 90 000 NOK. I order 4 different withdrawals.

The next day wildz casino asked me to upload documents.

ID, adr proof, payment proof and 30 days transaction from my mifinity account.

Id, adr proof and payment proof have already been verified.

Mifinity does not have any pdf file to download of my transactions, but i contacted them and they sent me this file.

I uploaded the file to wildz casino! But wildz casino didnt accept this file. And mifinity don't have any other file to send me.

So the case is that wildz casino ask for a document that mifinity doesn't have.

I understand that KYC is very important and i will send all the requested documents.

But its hard to provide a document that mifinity doesn't have.

Really hope askgamblers can help me with this

Resolved

kr90,000

Refuse to verify a deposit they pretend they lost

I made a deposit of 15$ via Interac transfer on September 8 th 2022. I have been trying to get my money back because they pretend they never got it but I have the proof and even sent it twice. They are refusing to acknowledge the deposit. It has been going on for 9 days and the only answer I get from them is : we will get back to you. I asked them to close my account as I know I will never see that money again

Unresolved

$15

Not paid out winnings

I made a 100$ withdrawal from www.Wildz.com and have it set up for direct deposit into my bank. This was processed on October 22nd 2021 Wildz has informed me that they sent the funds to gigadat and that gigadat. I contacted gigadat and was told that they never received any funds from Wildz and to contact Wildz customer support. I then contacted Wildz support team and was told to send in a PDF bank statement for October to prove there was no deposits from Gigadat from oct 15th to current, witch I have done and it shows no deposits from casino or gigadat. No they are telling me to contact my bank to locate the funds. This was the first step I took abs my bank cibc has made it very clear there are no holds or no transaction of any kind from any casino or anything at all. Wildz is now ignoring my emails and not paying me my 100$ withdrawl despite me sending in a full bank statement that shows all
My information like they asked me to.

Unresolved

$100

Cannot withdraw 6000 euros for over one month

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

Rejected

€6,000