Queja #15 Will's Casino

Casino is not verifiying account or responding to emails

Por Jakkson

hace 10 meses

I signed up for the casino on june 13th. I won an amout and requested a withdrawal. On 19th of june I got an email about verification. I uploaded the required documents, but there were only four slots available (not enough for all the documents). On 20th of june and 7th july I sent the required documents on email upon request, and have asked several times what else the casino needs. They are not responding to my emails. Chat tells me to contact the finance department,

Casino en conflicto Will's Casino

Motivo Problemas de verificación

Cantidad €60

Discusión

AskGamblers

• Support Team

hace 9 meses

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Jakkson

hace 9 meses

Today, after almost two months of waiting, I finally received my withdrawal and had my account verified. I didn't have to provide any new documents to get this resolved. A big thank you to AskGamblers for their help in sorting this out.

The whole process was a frustrating and unnecessary waste of time. The casino was unresponsive to my emails and used what I believe are unethical tactics to delay the withdrawal. It was a terrible experience, and I would not recommend this casino to anyone.

Jakkson

hace 9 meses

The requested documents was provided 12th of June and also 22th of July. I have received no information whatsoever on what is wrong with the provided documents. I sent the documents again today, for the third time.

AskGamblers

• Support Team

hace 9 meses

Dear @Jakkson,

The AskGamblers Complaint Team is kindly asking you to assist the Will's Casino team further and send the required verification paperwork.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Estadísticas de quejas de Will's Casino

Resueltas 7 / 7

Cantidad promedio $966

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

Will's Casino Quejas

Ver todas las quejas contra este casino.

Withdrawals not paidWrong bonus terms applied

I opened my account at Will's Casino in 2020. I used their welcome bonus on my first cash deposit normally be expected. This can be clearly seen on my bonus history and deposit history from their site. Then I have only used bonus codes which they have sent to my registered account email without any problems for the Last 5 Years. The most recent code they sent was cold clusters which I entered that time of deposit. After completing wagering, a notification was given that funds of 1280.00 were now transferred to my cash account and were withdrawable. I then continued playing and made 2 Withdrawals. 1 for 750.00 and another for 180.00. I also still had a remaining balance of approximately 1400. Then they cancelled withdrawals without returning funds to account and also removed the 1400. Only to add 350.00 to account. When I inquired about this, they said welcome bonus T&Cs say max withdrawal is 10x deposit amount. I deposited 35. The major issue is that obviously I did not use welcome bonus for a second time. I know their T&Cs state that welcome bonus can only be used once per account. This is standard and I wouldn't even attempt to use welcome bonus again after playing there for over 5 years. It's odd that they were willing to overlook the fact that I had already used welcome bonus in order to try to Payout only 350.00. I have screenshots of bonus history proving I already used welcome bonus 5 years ago. which they actually at 1st denied I had already used. Then chat tried telling me code CLUSTERS was a ovitoons code, not from wills. My emails also prove this is 100% sent from wills casino. as their other bonuses carry higher max cashout they try to say I chose welcome bonus. I believe they rightfully should have processed my withdrawals instead of cancelling and removing funds. I have tried communicating this with them with zero success.

Resuelta

$1,050

Delayed payment going on 6days now

Hi there I made two withdrawal requests on Friday July 19, 2024 of $1000 and $104 since last Friday so now going on 6 days delay. When u make a withdrawal request it says within 48hours it will be processed so just wondering why so much of a delay!! I have made a couple of withdrawals at this casino but of much smaller amounts and it was a lot faster for me to receive my funds. I talked to agent she said she would let finance dept know. I email finance dept no response. Please help me out appreciate it!!!!

Resuelta

$1,104

Stalling withdrawal request for a month by now

Hello AG !
The casino is, again, stalling my withdrawal (250€) and, this time, for a record time of period: one month by now (since 02/03)! They don t give any valid explanaiting, keep saying the finance team will handle it soon (attached, you can see my chat conversation on 14/03). At beginning everything went fine but my last withdrawal attempt was a nightmare and this time is been worst… hope to get some help for the last time with this casino..!
Thanks !

Resuelta

€250

The cryptocurrency deposit has not been credited to the casino account

On 27.01 at 20.30 Moscow time, I made a deposit in this casino in the form of cryptocurrency, more than 24 hours have passed, the money has not been credited to the balance,

The support just unsubscribes that they are sorting it out and we have to wait, I'm already pretty sick of it, You can wait six months.

We live in the 21st century when crypto deposits are simple and fast,

but it turns out that in this institution it is quite the opposite!I would not advise anyone to make cryptocurrency deposits with them!

Please help me deal with them.

All the screenshots of a successful Toronto on my part, and some other Toronto offers.

Rechazada

$67

I have been waiting for a payout of 920 euros for almost a month

Hello

I played at Will'sCasino and won, I requested a payout and after contacting support several times in live chat I was paid out. However, I did not withdraw everything because I wanted to continue playing. I didn't want to risk anything else soon and wanted to pay out the rest first. Unfortunately there is no further payout. I had written to the support several times, the procedure is always the same you check it and after waiting 15 minutes in the chat each time you get the answer that there is a lot to do but it is currently being processed. My account is fully verified and I have already received a payout. Unfortunately the casino does not seem to be interested in paying further. I have been waiting for a payout of 920 euros for almost a month and I have now added the chat history that took 50 minutes. Which was again the same process . the statement is from today .

Resuelta

€920

Delayed payments for more than 6 days

Hello, dear AG! I had a really odd situation with the Wills casino both support and payment departments.

I have been assured numerous times that my withdrawals would be processed shortly after waiting the pending period.

It has been day 6 of waiting, on the website is stated a maximum of 5 days overall waiting time for a withdrawal.

First they explained me that it would be processed on Saturday (29.09.2023), then on Monday(1.10.2023) then maximum on Tuesday (02.10.2023) and since then I've been getting the same answer, that they cannot give me a specific time. When I ask if something is wrong. They say no. Everything is fine.

Attached you will find most of the conversations with them.

Best Regards,

Resuelta

€3,200

Unfair account deactivated

Hi AG,

Today, for my total surprise, i tried to access my wills account and found that it was deactivated. I was a player of this casino since 2020 or 2021. Did multiple deposits and withdrawals, never had problems (my last withdrawal was on June, I think). Last week I placed an withdrawal of 450€ and now I found that they closed my account with no explanation (no email, nothing…!). I m worried about the money (obviously) but also because i can’t send to you screenshots of my transactions history and other relevant information (my account is closed..)

The casino action was totally arbitrary.

Thanks in advance.

Resuelta

€450