Player protection is not taken seriously

Hallo, habe bei dem Casino insgesamt 1800 Euro zur Auszahlung gebracht. Komischerweise musste ich die Auszahlung stückeln, in 3 mal 500 Euro per Bank und 1 mal 300 Euro auf mein MyFinity Konto. Nachdem ich die Auszahlung beantragt hatte bekam ich auch ziemlich zeitnah die Aufforderung zur Verifizierung, die ich nach ständig neuen Dokument-Anfragen (Screenshots) dann auch abschliessen konnte ( bekam eine Email das ich nun vollständig verfiziert bin).

Meine Auszahlung steht nun schon seit über 1 Monat auf "pending" und ich bekomme mein Gewinn nicht ausbezahlt. Was ist da los? Können Sie mir weiterhelfen, angeblich besitzt das Casino doch eine gültige Lizenz und sollte doch endlich mal auszahlen. Wäre Ihnen dankbar wenn Sie sich der Sache annehmen könnten.

I made an account at Wild Tornado 18 Jan and lost about 3-400 euros in about ten days. On 27 Jan I won a bit and decided to withdraw 900 euros. I had some withdrawals declined due to verification. On Jan 30 my withdrawal was pending and chat said everything looked alight. It was then reversed on 2 February. Live support claimed I put in a wrong IBAN. I made another withdrawal and screenshotted it, showing everything was correctly inserted.

The withdrawal was pending for five days and then rejected again today (7 Feb.). This time they claim it's a problem with the payment provider, and I did nothing wrong and asked me to withdraw again. I have ZERO faith that it will work this time, so please take a look at it.

I made a deposit to Wild Tornado casino on the 4th of August of $80. I have contacted them through the online support chat and through email almost everyday to have my deposits cleared and they keep saying they are having technical difficulties and that I have to be patient.

It is now the 9th of September and it has been 5 weeks since I made my deposit and It is still not cleared despite my many attempts to have it fixed. I have sent them my bank statements as they requested yet still nothing. I would like my deposit cleared so I can play.

So I deposited twice $75 and $15 deposits through my visa they took the money out of my bank and have not credited my casino account.

I made these deposits almost a week ago I have contacted support every day since and they all keep telling me the same thing.

They are saying there have been “technical” issues and they are working on them.

I’m getting really frustrated with it because that’s just $90 gone to where??

Why can’t wild tornado just credit my account with the money I deposited? It doesn’t make a lot of sense.

Every day they are saying they will fix it in due time but I mean it’s been a fair few days now and still not in there.

It’s saying pending in my casino transactions still but gone out my bank.

So I deposited two $15 deposits through Mastercard, they took the money out of my bank and have not credited my casino account.

I made these deposits almost a week ago I have contacted support every day since and they all keep telling me the same thing.

They are saying there have been “technical” issues and they are working on them.

I’m getting really frustrated with it because that’s just $30 gone to where??

Why can’t wild tornado just credit my account with the money I deposited? It doesn’t make a lot of sense.

Every day they are saying they will fix it in due time but I mean it’s been a fair few days now and still not in there.

It’s saying pending in my casino transactions still but gone out my bank.

Has this hasn’t happened to anyone else??

Firstly I want to note that I am generally happy with this casino. Customer support is responsive and wants to help. Yet, the timeline of payout and the repeating "the payout is in process" without indicating timeline is not very customer friendly and compared to other casinos extremely slow.

On July 28.2021 I won 5166 USD in this casino. Immediately I successfully verified my account. This was confirmed by customer support.

I also decided to definitely close my account. This was done on the same day. I then requested the payout of the remaining funds of my account of the mentioned 5166 USD. As I did not have access to my account anymore, it was agreed with customer service that finance will manually payout the funds to the bank account provided. Over the next several day I checked with support and always received the message that the payout is in process. Yet, after 12 business days ( 15 days in total) the money has not yet arrived on my bank account. Yesterday I had the last contact and I was told I will be informed about the payout this day- this did not happen.

Used a $20 neosurf voucher to deposit into my account on wild tornado casino..

Checked my balance and realized the money was not in my account and when i checked transactions, o noticed it was pending..

This was deposit on friday just gone at around midday and it's now 10am sunday...

I've been told lie after lie after lie..

First i was told by customer support via email that it was a technical issue and they were trying to fix the problem and not to worry but I'd just have to be patient..

So here it is some 40-42 hrs later and in that time period i was also told by my personal manager that it was a neosurf problem and she'd contacted them and was waiting a reply..

Firstly if tech support tells me that they've not yet been able to fix technical fault then how would my personal manager possibly know that it was a neosurf issue ?

I sent the 2 screenshots that I've attached with my complaint, to customer support and as you can see on screenshot provided it clearly says " activated "..Now i believe this to mean it's been processed but there's $0 available on voucher and it still says in transactions " pending "

It's quite clear to me and it's of my opinion that the casino is deliberately playing games and being untruthful and has no intention of giving me my money back..

If it were a technical issue then it's highly unlikely that'd it just be affecting neosurf deposits..

Even if this were the truth then why some 40-42 hrs later is my deposit still pending because surely tech personal should have fixed the problem..

When i question them about it , i get the " please be patient and just wait " message..

When i asked them to show me proof or prove it was to do with a technical fault, they replied with " what do you want proof for "

If they've nothing to hide then they would have at least tried to provide some proof or replied with " I'll do my best to get you proof jaxson "

This casino clearly has it in for me and has broken promises in relation to bonuses i was supposed to get, only for personal manager to renege on promise and that was only last Monday and so i made a complaint to casino and since then theyve deliberately ignored emails and of they were answered i was made wait between 12-18 hrs..

I could really use your help please...

Regards, Jaxson < surname removed >

Dear all good day,

I have requested 3 withdrawals of 500,00 euros ( total 1500 euros) on 07.04. So far the withdrawal has not been approved and still has status "pending". After emailing and chatting with customer service from the casino I was first informed that the delay was due to heavy payouts, then I was informed that it is a delay that they don't why and asked me to be patience. I honestly don't know what to believe and would like to receive my withdrawal.

Thank you for the support.

Hello,

Last weekend (3.4.2021 - 4.4.2021) I won on wildtornado 7500€ on Crazy Time, immediately I tried to cash-out. The cashout was declined multiple times, after I contacted support they told me I need to wait for additional verification (They told that the email should arrive in about half an hour), it arrived the next after another urgency from me to support.

My first withdraws I was trying to withdraw back to my credit card I used to deposit. I was told I can't do that and I need to use Skrill, so I deposit using Skrill to activate the Skrill account and tried to withdraw. Another failed attempt, and to my surprise my account was locked. After I contacted support I was told I need to pass Skype verification process. I waited till the next day so I can verify myself via the Skype call. Once I was done with the call I waited for another 4 hours to be finally verified and told that I can make a new withdrawal request. Once I did new withdrawal requests to my Skrill account. It was AGAIN declined and I was told that I can't withdraw to my Skrill because I am from Czech Republic (by the way my friend from Czech Republic used Skrill to withdraw many times - but much smaller wins).

So now I am here stuck with 6000€ (I lost 1500€ back) that I can't withdraw.

Please AskGamblers help me with this issue.