Wildz Casino - Hráčův účet byl zablokován.

Hello,

I bought 20€ Paysafecard and claimed 20€ bonus so I had 40€ to play with. I got free spins on Wanted for a bet of €1. My free spins brought me €7800. Then, because I claimed the bonus of €20, I had to convert something with €668, which I successfully managed to do after 4 hours. Suddenly, the casino wanted me to verify again, even though they had already transferred a profit of €100 to my checking account 1 week before. I couldn't play anymore either. Successfully uploaded all my documents, then I got an email that the management blocked my account. Now I can't even log into the casino

Hallo,

Habe 20€ Paysafecard gekauft und 20€ Bonus beansprucht somit hatte ich 40€ zum Spielen. Habe auf 1€ Einsatz Freispiele bekommen bei Wanted. 7800€ haben mir meine freispiele eingebracht. Musste dann weil ich den Bonus von 20€ beansprucht habe irgendetwas mit 668€ umsetzten, was ich erfolgreich nach 4std geschafft habe. Plötzlich wollte das Casino wieder neue Verifizierung von mir, obwohl Sie mir bereits 1 Woche vorher bereit einen Gewinn von 100€ auf mein Girokonto überwiesen. Spielen konnte ich auch nicht mehr weiter. Habe meine Ganzen Dokumente erfolgreich Hochgeladen, dann hab ich eine E-Mail erhalten, dass das Management mein Konto gesperrt hat. Jetzt kann ich mich nicht mal einloggen im Casino

Dear Dietrich,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise why do you believe that your account was blocked completely? Are you sure it is not audited only? Have you completed account verification successfully in the past?

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed.

If there’s any relevant communication, please forward it along with the exact link to the bonus offer that you activated to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I was 100% verified in the past. As I said 1 month ago, wildz transferred me a profit of €100.

According to my opinion, the blocking is because I paid into another paysafe account. But the deposit worked, I don't know where the problem is now. I would also be happy if wildz then transfers my deposits back. My deposits in the last 90 days were over €2800

Ich war zu 100% in der vergangenheit verifitiert. Wie gesagt vor 1 monat hat wildz mir 100€ gewinn überwiesen.

Die sperrung ist meiner meinubg nach weil ich über ein andres paysafe konto eingezahlt habe. Aber die einzahlung hat ja geklappt ich weis nicht wo das problem jetzt liegt. Ich wäre auch damit zufrieden wen wildz mit meine Einzahlungen dan zurück überweist. Meine Einzahlungen in den letzten 90tagen waren über 2800€

Based on the forwarded communication I understood that your winnings were confiscated completely, is that correct?

My prize was confiscated, that's what the email says. And my account was blocked by the management. What should I do now?

Kind regards

W

Mein Gewinn wurde beschlagnahmt, so steht das in der email. Und mein Konto wurde vom Manangment gesperrt. Was soll ich jetzt tun?

MfG

W.

Thank you very much, Dietrich, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi Dietrich,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wildz Casino to the conversation to participate in the resolution of this complaint.

Hi to both,

I have checked this case and I noticed that the player has used 3rd party payment method for the deposit that resulted for a big win and for this reason our management has made a decision to withhold the winnings and block the account. The player has broken our terms and conditions with the 3rd party deposits. We have given the player warnings about 3rd party deposits earlier but they continued to deposit with 3rd party methods.

If you have any other questions, please do not hesitate to get back to us.

Sincerely,

Sebastian

Customer Representative

Wildz

Ladies and Gentlemen

Regarding my suspended account.

Please provide me with all deposits and withdrawals as well as all game history.(via email)

After a long research, I found out that you are not allowed to allow third-party deposits and that you have to check that beforehand.

If this function weren't possible, we wouldn't have these worries now.

It was also my paysafecard that I bought.

I now hopefully ask you to either cash out my winnings or please pay me all of my deposits (approx. 2700€) that I have made before I take legal action or make a public complaint to the MGA, ASKGAMBLERS or ThePogg.

It can't be that I can deposit.

Hopefully we can find a common denominator.

I really don't want to go that far. Please unlock my account so I can continue playing.

Kind regards

Lockpick

Sehr geehrte Damen und Herren, 

Bezüglich über mein gesperrtes Konto.

Bitte stellen Sie mir alle Einzahlungen und Auszahlungen sowie die gesamte gamehistorie zur Verfügung.(per E-Mail)

Nach langer Recherche hab ich herausgefunden das Sie die Einzahlungen dritte erst garnicht zulassen dürfen und das Sie das vorher prüfen müssen.

Wäre diese Funktion nicht möglich, so hätten wir jetzt auch nicht diese sorgen.

Es war ja auch meine paysafecard die ich gekauft habe.

Ich bitte Sie jetzt hofflich, entweder mein gewinn auszuzahlen oder zahlen Sie mir bitte meine ganzen Einzahlungen(ca. 2700€) aus die ich getätigt habe, bevor ich rechtliche wege einleite, oder mich öffentlich beschwerde bei der MGA, ASKGAMBLERS oder bei ThePogg.

Es kann ja nicht sein das ich einzahlen kann.

Hoffentlich finden wir einen gleichen nenner. 

Ich möchte echt nicht soweit gehen. Entsperren soe bitte mein konto damit ich weiter spielen kann.

MfG

Dietrich

Hi Dietrich,

If you want any of your GDPR data send to you, such as a list of your transactions, kindly contact us with the request on dpo@rootz.com, along with a photo of your ID, as these documents are sensitive.

Regarding your 3rd party deposits, we have informed in our Terms and Conditions that you are only allowed to use payment methods lawfully owned by you "6.10 - You shall only use debit or credit cards and other financial instruments that are valid and lawfully belong to you."

You can read more about our terms and conditions by pressing HERE.

As mentioned before, your account will remain closed due to a breach of our Terms and Conditions with 3rd party deposits made, despite giving you a warning beforehand.

If you have any other questions, please do not hesitate to get back to us.

Sincerely,

Sebastian

Customer Representative

Wildz

Hi all,

Thank you for your replies.

Dear Wildz Casino team,

Could you please elaborate on your statement and provide some evidence (peter.m@casino.guru)? Dietrich stated that he used Paysafecard to make deposits, so third-party payment accusations wouldn't make much sense in this case.

Hi all,

The player can be in contact with PaySafeCard and ask them to provide the last successful deposit made to Rootz/Wildz with the name visible so you can see the name in proof of deposit.

If you have any other questions, please do not hesitate to get back to us.

Sincerely,

Sebastian

Customer Representative

Wildz

Hi Dietrich,

How did you buy your Paysafecard? Did you buy it with cash or online?

Greetings everyone, ladies and gentlemen,

I bought my Paysafecard at a gas station.

I don't understand the problem, the deposit worked wonderfully. In addition, I have the power of attorney over all Paysafecard Ids with which I have paid.

Unfortunately I cannot upload these documents because I have been blocked by the management.

I still haven't received my game history, although my lawyer only needs it.

Simply unblocking my account at wildz would do the trick.

Regarding the power of attorney for the users AW and MAM, I unfortunately don't know anymore because I don't know exactly where to upload the data.

Kind regards

DW

Ich Grüße alle zusammen, meine lieben Damen und Herren,

Ich habe meine Paysafecard an einer Tankstelle gekauft.

Ich verstehe das problem nicht, das einzahlen hat doch wunderbar funktioniert. Außerdem bestize ich die Konto Vollmacht über alle Paysafecard Id mit dennen ich einbezahlt habe.

Leider kann ich diese Dokumente nicht Hochladen weil ich vom Managment gesperrt worden bin.

Meine gamehistorie hab ich bis heute nicht erhalten, obwohl mein Anwalt das nur benötigt.

Mein Konto bei wildz einfach zu ensperren würde ausreichen.

Bezüglich der Vollmacht über die benutzer AW und MAM, weiß ich leider nicht mehr weiter da ich nicht genau weiß wo ich die daten hochladen soll.

MfG

D.W.

Dear Wildz Casino team,

How exactly should Dietrich prove that he bought the PaySafeCard at a gas station? If the PaySafeCard deposit is the issue, why do you even let players use this type of payment method?

Hello all,

Thank you for the replies.

In order to make use of a Paysafecard on our site, we require the player to register an account with Paysafe, before they are actually able to make a deposit with us. So, it does not matter where the card has been bought from, as the account would still need to be registered and used upon the deposit.

The information of the Paysafecard holder would be sent to us from Paysafe.

We ask you kindly, to contact Paysafe Customer Support and request the necessary documents.

And as mentioned in our previous reply, any GDPR data can be sent to you from our end, such as a list of your payment transactions, however, these contacts are handled via our Data Protection email dpo@rootz.com - kindly email your request there, along with a photo of your ID, as these documents are sensitive and you will be sent your requested data. 

Sincerely,

Jenny

Customer Representative

Wildz

Thank you Jenny for the information.

Dear Dietrich,

Did you register a Paysafe account in your name? Could you send the aforementioned Power of Attorney to my email address (peter.m@casino.guru)?

Dear Peter,

The account is not in my name, but I have authority over the account.

I already have wildz, and now I'm sending you the email as well. Hopefully everyone involved now has all the necessary data.

It really can't be that Wildz is doing this now.

That's mafia behavior. I really can't accept that Wildz is doing this to me now.

Find that correct.

I don't understand why wildz doesn't give an answer either, why does it work (one deposit) if it violates their terms and conditions?

But since I've heard from friends, it's not the first time, so I secured myself and always paid in as someone else and had a power of attorney issued to me right away.

Kind regards

Lockpick

Lieber Peter,

Das Konto ist nicht auf mein namen, aber ich besitze die Vollmacht über das Konto.

Ich habe bereits wildz, und jetzt Ihnen auch die email zukommen lassen. Hoffentlich haben Jetzt alle Beteiligten alle erforderlichen Daten.

Es kann ja wirklich nicht angehen das Wildz jetzt sich so anstellt.

Das ist doch Mafia verhalten. Kann doch echt nicht angehen das Wildz das jetzt mit mir macht.

Finden Sie das korrekt.

Ich verstehe nicht wieso wildz auch keine Antwort drauf gibt, wieso das denn funktioniert (eine Einzahlung) wen es gegen deren AGBS verstößt?

Da ich aber schon von bekannten gehört habe ist es nicht das erste mal, deshalb hab ich mich ja abgesichert und immer als jemand anderes eingezahlt habe mir gleich eine vollmacht ausstellen lassen.

MfG

Dietrich

Hi Dietrich,

Thank you for your email. I'm afraid the document you sent won't be accepted by the casino. It must be an official document issued by the bank/payment provider. It's never recommended to deposit money into casinos from third-party accounts because of the AML rules. Unless you are the rightful owner of the account and the funds or it's a joint account with the full power of attorney acknowledged by the bank institution, it will not be accepted. Since you mentioned "AW and MAM", does this mean that you made deposits from the accounts of multiple third-party users?

I had problems, private ones, my cell phones and some other things were gone. Since I had 2 authentications but I couldn't access my phones and my email, I used my relative's account and deposited through it. But since I knew in advance because an acquaintance had already had (negative) experience, I immediately had a power of attorney issued to me because I wanted to play and didn't want to just throw my money away.

What am I supposed to do now?

I still don't get my game history even though I sent ID and everything to think about. Everything is like in English and I don't understand it back and forth either.

Should I contact paysafecard now or what are you saying, dear Peter, seriously? Better get a lawyer or what do you think I should do?

I just think it's unfair what's going on here.

Kind regards

Dietrich W

ich hatte Probleme, private, meine Handys und einiges andere sind weggekommen. Da ich 2 Authentifizierung hatte aber ich meine Telefone und nicht auf meine email zugreifen konnte habe ich halt von mein Verwandten das Konto benutz und darüber eingezahlt. Aber da ich im Voraus wusste weil ein Bekannter schon Erfahrung gemacht hat (negative) hab ich auch gleich mir eine Vollmacht ausstellen lassen, weil ich spielen wollte und nicht einfach mein Geld wegschmeißen wollte.

Was soll ich den jetzt tun?

meine gamehistorie bekomm ich immer noch nicht obwohl ich Ausweis und alles denken geschickt habe. Es läuft alles iwie auf English und ich verstehe das hin und her auch nicht.

Soll ich mich jetzt mit paysafecard in Verbindung setzten oder was sagen Sie Lieber Peter mal im Ernst? Lieber Anwalt holen oder was soll ich Ihrer Meinung nach tun?

mich finde es einfach unfair was hier gerade abläuft.

MfG

Dietrich W.

Hi Dietrich,

When it comes to the game history, the casino should send it to you. Regarding the deposits from third-party Paysafe accounts, I'm afraid there's nothing I can do to help you. It's practically rule number one: always register only one account, in your name and make deposits using a bank account/payment method registered in your name. Sure, you can involve a lawyer but, firstly, it will cost you money, and secondly, the possible result is uncertain.

Dear Wildz Casino team,

Could you please send Dietrich's game history to his email address?

Hi all,

Unfortunately we were unable to locate a request from the player to our email (dpo@rootz.com) where we can share these GDPR data for the player. Once we receive the request we can send all the needed information.

If you have any other questions, please do not hesitate to get back to us.

Sincerely,

Sebastian

Customer Representative

Wildz

Good morning,

1. @ Peter did you receive the email with the power of attorney?
2. It's about €6400, are you telling me it's not worth hiring a lawyer?

1. @wildz Casino, I did everything you asked and uploaded everything, my proof of address, my ID card (had to apply for a new one because they didn't accept mine because it was damaged)
2. I have my ID card with the request for my game history, but I keep getting redirected or something, please just send it to my email or would you like a power of attorney? You already have everything you need. So it's all getting too tiring for me.
3. I explain again that I have power of attorney over the Paysafe account.

Kind regards

Lockpick

Moin,

1. @ Peter haben Sie die email erhalten mit der Vollmacht ?
2. Es geht hier um 6400€, wollen Sie mir jetzt sagen es lohnt sich nicht einen Anwalt einzuschalten?

1. @wildz Casino, ich habe alles gemacht was Sie verlangt haben und alles hochgeladen, mein Adress Nachweis, mein Personalausweis (musste neuen beantragen weil Sie meinen nicht akzeptiert haben weil er beschädigt war)
2. ich habe meinen Personalausweis mit der Anforderung für meine gamehistorie, doch ich werde immer wieder umgeleitet oder so, schicken Sie das doch einfach bitte an meine email oder möchte Sie dafür eine Vollmacht? Sie haben doch bereits schon alles notwendige. Also langsam ist mir das alles zu anstrengend.
3. Ich erläutere noch einmal das ich eine Vollmacht habe über das Paysafekonto.

MfG

Dietrich

Hi Dietrich,

1. I received the power of attorney and I stated that such a document is insufficient.
2. Hiring a lawyer is up to you.

Dear Wildz Casino team,

Please send the player's game history to his email address or state here what exactly you need from him to provide the game history.

Hi all,

Looks like we have already sent the documents to this player 3 days ago on 04.12.2022. We have also informed in that email how they are able to get the document.

If there is anything else we can do, please let us know.

Sincerely,

Sebastian

Customer Representative

Wildz

Thank you Sebastian for the update.

Dear Dietrich,

Please let me know if you received the game history. Regarding the main issue, unless you can prove that you are the rightful owner of the aforementioned accounts you made deposits from, your complaint will be rejected.

Thank you dear Peter,

Thank you very much for your effort.

I got something from rootz or viewed my game history. Unfortunately, not all of my deposits can be seen there, only those of the last 90 days in my opinion. And this history can only be viewed up to a certain date (valid)

One more thing to the GURU team, do you think the consumer center can help?

please give me some more help where i can get help.

Kind regards

-.-

Danke Lieber Peter,

vielen Dank für ihre Mühe.

Ich habe da etwas von rootz bekommen, bzw. Meine gamehistorie angesehen. Leider sind da nicht alle meine Einzahlungen zu sehen, nur die der letzten 90tage meiner Meinung. Und dazu ist dieser Verlauf nur bis zu einen gewissen Datum einzusehen(gültig)

Eine bitte noch an das Team GURU meinen Sie die verbraucherzentrale kann weiter helfen?

bitte geben Sie mir noch etwas Hilfe wo ich Hilfe bekommen kann.

MfG

-.-

I'm not sure what you mean by "consumer center". Are we talking about the casino or Paysafe?

Dear fellow human beings,

1. To Team Guru: Why can't my case be seen publicly anymore? Did you delete that? Or. Under which case can I find my case
2. I did not mean consumer center but the consumer center!

To the customer service representative:

They say I violated their terms and conditions, right? But don't you have your guidelines or your plans? I mean, you also have rights and obligations that you must comply with. Have you ever heard of player protection? Soe must not allow something like that. You have violated your own terms and conditions or am I wrong?

I hate to repeat myself and I would also like to get a definitive answer from you as to whether you will finally release my account or do we want to continue playing cat and mouse.

I think they make enough sales and I also think that their game license in Germany is important to them.

Kind regards

Dw

Liebe Mitmenschen,

1. An das Team Guru: Wieso kann man meinen Fall nicht mehr offentlich sehen? Haben Sie das gelöscht? Bzw. Unter welchen Fall find ich mein Fall
2. Ich meinte nicht verbraucherzentrum sondern die Verbraucherzentrale!

An den Kundenservice Vertreter:

Sie sagen ich habe gegen ihre AGB s verstoßen, richtig? Haben Sie aber auch nicht Ihre Richtlinien oder Ihre Vorhaben? Ich mein Sie haben auch Rechte und Pflichten die Sie einhalten müssen. Haben Sie schon was von Spielerschutz gehört?Soe dürfen sowas nicht zulassen erst. Sie haben selbst geben Ihre eigenen AGBs verstoßen oder täusch ich mich?

Ich wiederhole mich sehr ungern und möchte auch eine entgültige Antwort von ihnen bekommen ob Sie mein Konto endlich freigeben oder wollen wir das Katz und Maus spielen weiter spielen.

Ich denke sie machen genug Umsatz und ich denke auch das Ihnen ihre Spiel Lizenz in Deutschland wichtig ist.

MfG

D.w.

Dear Dietrich,

Your complaint is published and since you are able to write a post here, it means that you could find it. Perhaps, if you used a VPN, it may have caused some issues. I recommend refreshing the website or deleting cookies. As the casino sent you your game history and you can't prove that you were the rightful owner of the accounts you used to deposit money to the casino, I'm afraid your complaint will be rejected. As stated above, you should always register only one account per casino, in your name and make deposits using a bank account/payment method also registered in your name. If you disagree with our decision, please turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). I wish I could help you more.

Best regards,

Peter