Wild Vegas Casino - Hráčův účet byl zablokován.

I opened an account with them a few weeks ago. Last week to make a withdrawal, I got my account approved and requested a withdrawal. Today the in-approved my account and asked for 3 months of bank statements. I did say I felt uncomfortable handing over these and felt all the personal information on bank statements could lead to fraud. The said they would look into to and get back to me in 24 hours. However they blocked my account, stopped speaking on live chat and are now blanking me. I had a withdrawal of $800 pending and over $500 in my account to bet with. Seems ridiculous that because I wouldn’t hand over bank statements for safety reasons, they closed my account and looks like they have taken my money too.

Dear Ritchie,

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.

Do I understand correctly that you provided all the required documents except for the bank statement? Did the casino specifically say that your account was blocked because you didn't provide this document?

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,

Kristina

Hi, that is correct. I had already sent over documents they asked for and the then approved my account. After the withdrawal request went through, they contacted me around 5 days later asking for 3 months worth of bank statements. I explained there was a lot of personal information on a bank statement I didn’t want to hand over. I mentioned I had serious reservations that they were the only online casino I had ever joined that needed this and it concerned me it could lead to fraud. They said that they would speak to their withdrawal department to see if there was something else that could be done and to wait 24 hours. An hour later, they blocked my account, would not speak to me on live chat and I have over $1,300 in that account. $800 in a pending withdrawal and over $500 I was wanting to withdraw in my gaming account.

Thank you for your reply, Ritchie. Unfortunately, many casinos can ask for bank statements either to verify the home address, to use them as proof of income, or to verify the deposit method, and we always recommend players to provide all required documents as soon as possible.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Dear Ritchie,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.