Hello!
I played at WildSlots casino around the beginning of december 2016. After have cleared the bonus, I was winning 19000 sek, and I made a withdraw.
My account was immediately blocked, and they want me to contact live chat. I got an email where they want me to verify my account, and I did so, I send a bill (to verify my adress), my driverlicence (back and front), and also a printscreen from my Skrill account (I use Skrill when I play at unknown sites...like this one).
I got this message at respond:
-----------------------------------------------------
Dear Customer,
Your account has triggered a security alert in our system and was frozen by our payments provider. As security (for both us and our customers) is a high priority of ours, we require you to verify your account by sending us certain required documents. Your account will be frozen during the time of this verification.
Please send us the following information in an email:
1. A scan or digital photo of your passport personal details page OR a scan of National ID card/drivers license (back and front).
2. A scan or digital photo of a recent utility bill (electricity, phone, or alike) not older than 60 days.
3. A screenshot from within your e-wallet.
4. A close up photo where you hold your ID/passport next to your face.
5. Furthermore, we also require you to send us notarized copies of certain documents to our platform and payments provider's physical address:
Please mail a notarized copy of your ID/Passport and a notarized copy of a bank statement (your name, your address, account number and the date needs to be present, no older than 60 days) to:
Everymatrix,
Nouveau Center, 4th Floor, Lipscani 102 Street, Sector 3,
030039 Bucharest,
Romania
-------------------------------
Shot time after I got the mail I went to a lawyer and get the documents they wanted. I send them to the adress in Romania (I send the letter 14/12 - 16). Now when I try to mail them, they just say that they waiting for the office in Romania to answer.
I have still not heard anything about receiving my letters or anything from there support. That's why I'm asking you to help me.
Thanks!
Beschwerde-Info
Hello Macess,
We have asked our payments provider for an update regarding your documents. I'm sure it is just taking some extra time due to the recent holidays and it being physical documents that need verification.
Best regards,
Wildslots
Hi WS!
Thanks for Your answer.
I want You to know that I'd feel safer if I just knew that you received my documents.
Then I think it's a shame to be accused of fraud, because I happen to be lucky enough to win some money on your site.
I still hope that we, together with AskGamblers will find a solution to my case.
//Macess
Hi,
Noone is accusing you of fraud. This is a security verification. It has been requested for a number of reasons that we cannot disclose here. We have an obligation to take security seriously, for our own, our customer's and towards our licensing authority.
Thanks for understanding and thanks for your understanding.
Regards,
Wildslots
Hi again WS and AskGamblers!
Still no information wheter WS got my documents or not.
Feels like We'll not go any further, without that information.
I think it should be in WS own interest to give me that information (can't be so much documents arriving to their office in Romania).
//Macess
Hi,
We have checked with our payments provider and they have confirmed that they have NOT received any documents from you as of yet. I'm afraid we will have to await these requested documents.
Please contact our support if you have any questions.
Regards,
Wildslots
Hi again!
Now when I got the message of no documents received, I call the postoffice in Sweden and ask them to look.
I got the information that 9/1-2017 at 12:00 the documents was "delivered to the recipient".
I'm happy that the documents arrived, and I'm sorry that I mistrusted WS.
So maybe we'll find a solution, and I guess we need to give WS more time to solve this.
//Macess
Hi,
Then we will ask our payments provider again to check. In the mean time, please send the tracking/tracing number for your letter to our support so that we can verify the arrival of the documents.
Regards.
Wildslots
I have done it.
Hi,
The account is now verified and this is to be considered resolved. Thanks for your patience in the matter.
Regards,
Wildslots
I got the money back to the casino site, so I try to withdraw again.
//Macess
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