WildSlots Casino - Removed 3200 from my account without any justification

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Steppedon1 Vereinigtes Königreich
Veröffentlicht am 26. Oktober 2017

I registered on Wildslots casino 11/29/2016. After making my first deposit and playing the slot called "Break Da Bank Again" I won a big jackpot. My balance was at 3400 when suddenly I got logged out of my account, and was unable to log back in.

I checked my emails and saw that the casino had asked me for documentation before they could reopen my account. I sent them what they asked for and they replied the next day that they needed me to go to a notary to get my documents signed by them. I was uncomfortable doing this and the Christmas holidays came along so I did not do it right away.

After the holidays had passed I finally brought myself to make an appointment to the notary office and get them signed. Once I had them I sent them to the casino who told me my account had been verified. I then logged into the account to find that my balance was only of 200 and not 3400. When I asked the casino where my money was they said the 200 was in my account.

I'm not sure why they removed the rest of my money and did not know there were websites like this where I can post complaints on casinos. Are you please able to make them bring my balance to what it was (3400) and not what they adjusted it when I logged back in (200).

Thank you

Veröffentlicht am 29. Oktober 2017

Hi,

In this matter we need to ask you to please contact support for further assistance and to investigate this further for you. If you had an active bonus it has most definitely expired a long time ago. Bare in mind that this is a year ago and Wildslots has a new operator and platform since just a few months back.

Regards,
Wildslots

Steppedon1 Vereinigtes Königreich
Veröffentlicht am 31. Oktober 2017

I have contacted the casino via support, I will post an update on the situation as soon as I have one.

AskGamblers
Veröffentlicht am 4. November 2017

Dear @Steppedon1,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

AskGamblers
Veröffentlicht am 8. November 2017

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Steppedon1 Vereinigtes Königreich
Veröffentlicht am 9. November 2017

Ask Gamblers had asked me to post directly here, this is the email I wrote on the 31/10

Hello I would like for you to look back into my account and tell me where my balance is.

How is it fair for you to lock my account as I am playing, for me to send you all the documents you asked me for, then for you to ask me for more and ultimately when I get them remove my money

Veröffentlicht am 13. November 2017

Hi,

We never got an update from you regarding the support contact. We will investigate further and get back to you.

Kind regards,
Wildslots

Steppedon1 Vereinigtes Königreich
Veröffentlicht am 15. November 2017

Do you have an update on your investigation, and my missing money?

AskGamblers
Veröffentlicht am 20. November 2017

This complaint has been reopened as per WildSlots Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Steppedon1 Vereinigtes Königreich
Veröffentlicht am 20. November 2017

Hello, I am glad you have reopened the complaint. Have you had the chance to look into my account on your end?

Veröffentlicht am 21. November 2017

Hi,

We are looking into the matter but since what is claimed happened last year, when the site had a different operator, we need more time to investigate.

Regards,
Wildslots

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