Wild Fortune Casino - 確認の問題により、プレーヤーの撤退が遅れました。

I've sent all the documents multiple times, but for no apparent reason, they're rejected and not accepted. I won 2000€ from 50€, but they are not paying it out. I've corresponded multiple times through chat, but they aren't able to assist and just tell me that I'll receive a mail, but I never do. I'm very upset with this casino. They just don't want to pay out, and I think it's fraud. I'm looking for a solution.

Habe alle Dokumente mehrmals geschickt, doch diese werden grundlos abgelehnt und nicht akzeptiert. Habe mit 50€, 2000€ gewonnen aber es wird nicht ausbezahlt. Habe mehrmals mit dem Chat geschrieben doch kann nicht weiterhelfen und sagt dass ich eine Mail bekomme aber ich bekomme keine. Bin sehr verärgert über dieses Casino. Die wollen einfach nicht auszahlen, ich denke das ist Betrug. Ich wünsche mir eine Lösung.

Dear stefanmauthner12,

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 take KYC lightly.

• Could you please list which documents you already provided and in which format?
• Did the casino reject specific documents for specific reasons?
• If you have your correspondence with the casino live chat saved, please forward it to my email at tomas@casino.guru

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,

Tomas

Dear stefanmauthner12,

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.

Thank you for your message, my credit has now been paid out. 🙂 So the complaint can be closed.

Danke für Ihre Nachricht, mein Guthaben wurde mittlerweile ausbezahlt. 🙂 Die Beschwerde kann also geschlossen werden.

Dear stefanmauthner12,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru