Complaint #60 Wildz Casino

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

By hjoturg

1 year ago

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 >

Disputed Casino Wildz Casino

Reason Delayed payment

Amount €1347

Discussion

AskGamblers

• Support Team

1 year ago

Dear @hjoturg,

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.

Wildz Casino

• Representative

1 year ago

Dear @hjoturg and AskGamblers Team,

Thank you for your continued engagement and for raising these important questions.

We understand that the situation may appear confusing, and we would like to clarify it as best we can within the scope of what can be publicly shared.

As stated in Section 5.8 of our Terms & Conditions, which @hjoturg agreed to upon registration, Wildz (operated by Rootz Ltd.) reserves the right to perform background checks at any time and for any reason deemed necessary. These checks may include verifying identity, financial transactions, source of funds, and any potentially connected accounts across our network of brands.

"Rootz reserves the right to perform background checks on any player and request any relevant documentation... Any non-completion or non-cooperation for documentation requests will result in Account termination and/or transactions being withheld across all our sister sites..."

This clause is in place to ensure regulatory compliance and to uphold the safety and integrity of our platform. In some cases, connections to other accounts—whether they are active or not—may require further review before we can proceed with any withdrawals. This is not an accusation, but part of our obligation to follow strict KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.

We have also informed @hjoturg via email of the specific steps needed to resolve the matter and encourage them to respond directly so we can move forward.

We fully appreciate @hjoturg's frustration and assure all parties that our aim is to resolve this as efficiently and fairly as possible. Our intention is never to withhold winnings without due cause, but to ensure that we meet all legal and regulatory requirements applicable to licensed operators.

Thank you for your understanding.

Best regards,
Wildz Casino Team

hjoturg

1 year ago

You just said the exact same things. Please answer this. "Im sorry but i dont understand what that has to do with my account? Is this even something you can do? Withhold my money that i won because someone else has an account? what if they are not even using it? This seems very strange.."

Askgamblers, can they even do this?

Wildz Casino

• Representative

1 year ago

Dear @hjoturg,

We’ve just sent you an email in response to your query, outlining the next steps in the process.

Please feel free to reach out if you have any further questions.

Kind regards,
Wildz Casino Support

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

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

Removing winnings after 3 months

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.

Resolved

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