Wildz Casino - Играчът се мъчи да завърши проверката на акаунта.

I have been playing here for awhile now and I have made a few withdrawals already but this time they wanted me to send documents. I have done this many times at other casino's so no big deal. Actually its a huge deal! I have sent them the same documents I send all the casinos but they are not happy with them. I am a renter so all my utilities etc. are included in my rent but they said in that case a bank statement is fine for my address verification. So I sent them a statement along with pictures of my id and creditcard showing both sides of each and blocking certain areas as per their directions. Then also want a bank statement that is less than 90 days old showing my name, address etc. with my account number that I have made payment from in PDF format. So I sent that to them 4 or 5 different times now but now they say it has to show all my info with a transaction showing their name and transaction info. So I sent that in but it needs 2 pages to show this because that is how I can get it. Page 1 shows my info and then the next pages show all my transactions. Then they said they need another bank statement that shows my name and and address and must show card number ending in 4806 with a transaction to wildz on it also. So I went to my bank and the first statement they wanted is the same and doesn't show a transaction on the first page so I had to send 2 seperate pages and for the second one I can only get a printout showing my name, address, acct# and my card ending in 4806 but it doesn't come showing any transactions. Every time I make a deposit at wildz its through the same account with the same card number that they are hassling me over. I told them to check their records and they will see all my deposits are made through the same card and account that I have sent all the possible info I can about but instead of saying ok let me have a look on my account to check they just tell me that the verification department want me to send these items in and just ignore me and my suggestion on how they can get that info because they already have it in there records dozens of times and just act like they never even heard me. It has been over a month of me sending documents almost daily that I have had a small fraction of them accepted at every other casino I have sent them to and been verified. They are being ridiculous and giving me the run around and I have had a few different people working on this with me and I am told to send in a certain document and so I do but then its a different person helping me next time and they say I need to send something totally different and then the next person does the same thing! I am so frustrated and out of possible documents to send them that I decided I better ask for help in the matter. So HELP PLEASE!!! I have copies of all the transcripts from the times I spoke with support if you need to see them just let me know. Thank you in advance, Joe

Dear Joseph,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Do I understand correctly that this is not the first attempt to withdraw your winnings? If you’ve received payments from this casino in the past is this an additional verification or any of your personal details have changed recently?

Lastly, could you please check the disputed amount? I believe the one that you’ve submitted (1,200 IDR) is not correct.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have made withdrawals from wildz in the past with no documents and the amount is $1200cad. They are wanting me to send a bank statement that shows all of my info including my card number and showing a transaction with there name on it which I cannot get I even went to my bank to try to get it but it only shows up on multiple pages not all just on 1. And they keep saying they need verification of my address and 2 support workers said a bank statement is fine so I have sent in several and keep being asked for the same document.

Thank you very much, Joseph, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very6 much for your time on the matter it is very much appreciated. Take care.

Dear Joseph,

I looked at your complaint and I understand the situation. I’ll try my best to resolve the issue.

I would like to invite Wildz Casino to join this conversation and comment on Joseph’s complaint.

ok that sounds fine with me.

Dear Joseph,

I hope this finds you well. I'm terribly sorry to hear that you have been having trouble with your verification process. Unfortunately due to GDPR, we are unable to provide any case-specific information on the matter on a third party site.

Please do either contact our customer support directly and they'll be happy to help you, or if you wish to make an official complaint, kindly lodge a complaint as per the instructions in our terms & conditions section 14: Complaints & dispute resolution procedure (https://www.wildz.com/en/info/terms-and-conditions/)

Apologies again for any inconvenience caused by the KYC process, unfortunately we have to be vigilant in regards to the documents we can accept for verification and which documents we require. Thank you for your understanding, Joseph. I hope this is sorted out as quickly as possible.

In the meantime, we wish you a lovely rest of your week!

Sincerely,

Sebastian

Thank you, Wildz Casino representative, for your reply.

Dear Joseph,

Since the casino is refusing to discuss the issue with our service, I strongly recommend submitting a complaint to the casino’s official ADR or Licensing Authority. Please let us know if you decide to do so and/or our assistance is needed. I will gladly guide you through the process.

OK thank you. I just sent in more document last night and if they are not accepted again I will be filing the complaint for sure. So I will let you know as soon as I hear back from them.

Thank you, Joseph, for your cooperation. I’m setting the timer for 7 days. Please keep us posted.

can you tell me how to make a complaint with the casinos ADR or licensing authority?

How do I get in touch with either of those places? Do you have a link or something?

Dear Joseph,

Of course, you can submit a complaint to the casino's appointed ADR (which is Pardee Consulta) by filling out the form available here, and/or you can lodge an official complaint with their Licensing Authority by filling out the form which you can find here.

Please let me know if further assistance is needed, or if you have any questions.

Thank you very much.

Dear Joseph,

I'm setting the timer for 7 days. Please let us know once you have contacted the Licensing Authority or the casino’s appointed ADR.

I hit your link for the gaming authority but the form it goes to is for making a complaint against an agent not for what I am complaining about.

Dear Joseph,

The link should redirect you to https://www.mga.org.mt/support/online-gaming-support/, where you should find a form players can use to lodge an official complaint with Malta Gaming Authority. Please note you can also lodge the complaint by writing an e-mail to support.mga@mga.org.mt.

Please let me know if you need further assistance. The information on how to submit an official complaint about Wildz Casino is also available on their website - section 14 in the Terms and Conditions:

"14. Complaints & dispute resolution procedure

14.1 - You may contact our customer complaints department by sending an email to complaints@wildz.com should you wish to make any complaints regarding our services.

14.2 - Complaints are handled in the support department and escalated in the organisation of Wildz in the case that support personnel do not solve the matter immediately. The player shall be informed about the state of the complaint to a reasonable level. We always endeavour to resolve complaints in the least time possible. The outcome of the complaint is to be communicated within 10 days from the date on which the complaint is received, provided that in certain cases this can be extended by a further 10 days.

14.3 - A dispute resolution organisation, Pardee Consulta Ltd, is available to all players in the event they are unsatisfied with issue resolution by Wildz. Pardee Consulta Ltd is a registered company in Malta with registration number C85213, having its registered office at 2B, Victoria Buildings, Triq l-Għenieq, Naxxar, Malta, which acts as an independent and third party alternate dispute resolution ("ADR") service provider and is duly authorised and eligible to handle customer complaints related to gambling. You may forward your complaint to the ADR service provider by filling in the Online Dispute Resolution Form or via email at adr@pardee.eu.

14.4 - European customers may also direct complaints to the Online Dispute Resolution (ODR) section of the European Commission. This organisation is dedicated to helping European-based consumers and businesses resolve their disputes out-of-court, and can be found at the EU’s Online Dispute Resolution (ODR) page.

14.5 - If you believe your complaint is relevant to the status of our MGA license, particularly any claims that our conduct is unlawful or conducted in a manner which is not safe, fair, or transparent, you may report your complaint to the Malta Gaming Authority or by emailing directly to support.mga@mga.org.mt."

Dear Joseph,

Has there been any news regarding your complaint? I’m extending the timer by 7 days. If you require assistance or if you have any questions, feel free to contact me via e-mail (andrej.p@casino.guru).

I contacted the place you sent the link for to ask about filling in the complaint form because it asks for the support worker name and game which I am not complaining about its about my withdrawal. So I asked if I should just put N/A in these spots or? I haven't received a reply and its been a few days so I guess I that is what I will do. So I am just filling out the complaint tonight and I will let you know when I get a response I guess. Thanks for your time and help in the matter.

Thank you, Joseph, for your reply. I believe entering ‘N/A’ in the fields won’t cause any problems as that information is irrelevant in your case. Please note you can also submit the complaint simply by writing an e-mail to support.mga@mga.org.mt. Please keep us posted.

Dear Joseph,

Could you please let us know if you managed to submit your complaint to the Licensing Authority?

yes I did I am just waiting for a response.

Thank you, Joseph, for informing us. As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority. My e-mail address is andrej.p@casino.guru. Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Dear Joseph,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request that you forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, Casino Guru

Dear Joseph,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the ADR's or the Licensing Authority's verdict. Until then, we appreciate your understanding.