StickyWilds Casino - プレイヤーが自分のアカウントを確認するのに苦労しています。

I have requested two withdrawals, each 2.000€ at stickywilds casino on 11th December.

• On 12th december I have sent all necessary documents (ID, credit card copy and proof of address (Fixed line telephone bill)) to the casino.
• On 18th december I got the info that my proof of address is not acceptable as it is a screenshot
• At the same day I have sent them the PDF document of my bill for fixed line telephone
• On 23rd I got the info that fixed line telephone bill is not accepted as a proof of address (Which I used in several other casinos without any problems).
• I have sent them the same day a picture of my monthly rent for my appartment (I think there is no better proof of address as this one).

Since then there is only silence from the casino. I tried to reach the casino via email several times without any feedback at all. Support on chat cannot tell me anything as they do not have any insights.

Please help as process is very slow and it is now almost three weeks from the withdrawal request and my account is not verified at all, because of the lack of speed in the casino

Dear rschloeg,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Is providing proof of address the only thing holding you back from completing the KYC? Has the casino approved the rest of your documents, please?

Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

Yes, to my understanding the proof of address is the last missing document. Until now no feedback/news from the casino. I will send you now all the mails that I have sent to Stcikywilds casino.

Best regards

rschloeg

Just got info that my account is verified. It is now to get the withdrawals which I have requested almost 4 weeks ago

rschloeg, it seems that it is finally on the right track. Please keep in mind, that processing of withdrawal can take a few additional days. We will keep this complaint open, please let us know when you receive your withdrawal (or if there is anything new). Thank you in advance.

My withdrawals have been canceled today, as there was a problem to make a payout to Visa card. Not sure what went wrong but I never had an issue with the Visa card in receiving money. So I made a new withdrawal today to my bank account. I will inform you in the next couple of days if we move forward or not.

My withdrawal has been processed a few days ago. Money is not on my account so far. I will keep you posted here when all is ok.

Thank you very much for the update. Hopefully, you will receive your withdrawal very soon!

So far no money at my bank account.

It is now 8 working days since the casino has processed my money and it is still not at my bank account. I can telll you at other casinos withdrawals to my bank account are done (So the money is at my account) within 1-2 days, maximum 3 days. Here we have already 8 days and nothing arrived at my bank account. Casino support teams told me to wait till monday.

But it gives a good impression how the casino works. To do a single withdrawal + account verification it takes now more than one month and still no money at the bank

Rschloeg, I understand it must be frustrating, but it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. 

Since your withdrawal request has been processed successfully, your money should be on the way to your bank account. I'd recommend you waiting for a few more days. If you don't receive your winnings by the end of this week, please let us know and we will intervene.

Hello. It might take some days to see the money at the bank account. But it is now 9 working days since the withdrawal has been processed. From my experience in hundreds of other casinos I can tell you that it takes normally 1-2 days, maximum 3 days that the money shows up. But definitely not 9 days.

@casino guru - Please, no more ping-pong messages between us. I would ask you for your help and action.

I have contacted the casino already several times, asking what went wrong with the withdrawal, processed on 6th January. It takes normally 2-3 max. to receive money from all over the world. I have sent also a proof/excerpt of my bank account, showing that I have not received any money from the casino in the last 10 working days (From 6th Jan - till yesterday).

Today I had another discussion with the support team. After chatting with them for more than one hour, it was at the end not clear if my account is verified at all (Even though I got a mail saying full verified), it was not clear if my withdrawal has been processed or not (Even though I got an mail saying processed) and it was not clear when I will get any answer on the question "where is my money". It seems there is only chaos and I have to spend every day one hour, telling the same story over and over and sending proof of account verification, payment history of my bank account. And unfortunately no solution at all to solve my problem.

I'm not sure if this is a scam casino, but it seems there are a lot of excuses not to pay. First it took 3 weeks to get the account verified, because of lack of speed on the casino side and now it is even not clear if my money is on the way or not.

Rschloeg, I am sorry for keeping you waiting. We try to resolve complaints without contacting the casino if that's possible, and it felt like we are getting there here. Nevertheless, I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello rschloeg!

From now on, I will be taking care of your complaint. Please, let me invite StickyWilds Casino into this discussion so we can hopefully resolve your issue as soon as possible.

Hi Rainer,

First of all, we are really sorry about the issues you have experienced. We have looked into the transfer on the 6th, and it appears that the receiving bank returned the transfer because of an error. The payment was reissued yesterday and is expected to arrive to your account by Friday.

Regards

StickyWilds

Hello rschloeg!

Thanks to the information provided by StickyWilds Casino, fortunately, it seems you are about to receive your payment.

I will set the timer for 7 days for you, just in case further delays would happen. Please, do not forget to update us on the situation, when your funds arrive.

I will inform you here when funds are at the bank account. Thanks

I can confirm that the money has just arrived at my bank account. Thanks for your support, you can close the complaint

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.