Wheelz Casino - Hráč se snaží ověřit svůj účet.

I deposited 1000. Withdrew 4000. They requested proof of address and ID. Sent valid bank statements and passport. Came back and requested photo of me with ID, sent that. Requested photo of card used, sent that. Came back again and asked for utility bill not bank document. I do not have any bills I only have bank as this is all I have registered to my address - I send PDF and hard copy photos of bank documents. No reason given for why they are invalid- customer service rep actually said "these look good" however they persisted with needing utility bill. So address is apparently unverified. Now, they want me to verify an account with Wildz a sister casino that I do not use- have deposited a handful of times over 2 year period and never once was requested to verify but now that I have won on sister site they want me to verify. For the wildz account they want proof of payment method (approx 400 deposited over 2 years to this account using two different cards) - i no longer own either of the cards- I outlined that the card used on Wheelz is the replacement of one of the ones from wildz and the other one they want a photo of is from a closed revilut account, again i no longer have the card. This is absolutely disgusting behaviour, the ID and Address has been sufficient for every other casino I have ever used- some wanted payment method which I have sent. This company is scamming me and i opened the account based on casino gurus 8.9 recommendation, DISGUSTING. CASINO

Dear Conor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Could you please clarify if the verification of your Wildz Casino account somehow influences the verification of the Wheelz Casino account? Also, do I understand correctly that verifying your address seems to be the only obstacle standing between you and your winnings?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Conor,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.