Wild Fortune Casino - 選手の退場が遅れました。

I have already successfully completed several withdrawals from Wild Fortune Casino, hence my account has been successfully concluded.

On 04.09.2023, I requested a withdrawal of 1303.69 EUR. On 05.09.2023, I received an email from Wild Fortune Casino stating that my withdrawal was successful by indicating "your cashout was successful!".

Unfortunately, I have not yet received any money in my bank account. I have also provided my bank statements in the meantime.

I have often inquired with Wild Fortune, either via email or chat. No responses or resolution to the issue have been given, even after such a long period of time. I sincerely request assistance.

Ich habe bereits mehrere Auszahlungen erfolgreich durchgeführt. Das heißt mein Account bei Wild Fortune Casino wurde erfolgreich abgeschlossen.

Am 04.09.2023 habe ich eine Auszahlung in Höhe von 1303.69 EUR beantragt. Am 05.09.2023 habe ich eine Email von Wild Fortune Casino bekommen, das meine Auszahlung erfolgreich war "your cashout was successful!".

Leider habe ich bis heute kein Geldeingang auf meinen Bankkonto. Zweischzeitklich habe ich auch Kontoauszüge zur Verfügung gestellt.

Ich habe bereits oft bei Wild Fortune nachgefragt, ob per Email oder Chat. Auch nach so einer langen Zeit keine Rückmeldungen mehr oder Lösung des Problems. Bitte aufrichtig um Hilfe.

Dear ssch0779, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Can you please confirm that you successfully passed the KYC verification and provided all the documents requested by the casino?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello Veronika,

I can confirm that I have passed the KYC verification. All documents were and are available. Some withdrawals have previously been carried out successfully without any problems.

The win was earned without an active bonus.

Just today I uploaded my complete account statement from the month of September to the casino again as a document to confirm again that the payout of EUR 1303.69 was approved and confirmed by the casino via email, but never into my account has arrived. I am no longer receiving any responses from the casino.

Thanks for the help! Greetings Sebastian

Hallo Veronika,

ich kann bestätigen, dass ich die KYC_Überprüfung bestanden habe. Alle Dokumente lagen und liegen vor. Eingie Auszahlungen wurden zuvor erfolgreich durchgeführt ohne Probleme.

Der Gewinn wurde ohne aktiven Bonus erspielt.

Gerade heute habe ich wieder meinen kompletten Kontoauszug aus dem Monat September im Casino hochgeladen als Dokument um erneut zu bestätigen, dass die Auszahlung von 1303,69 EUR zwar in der Auszahlung genehmigt seitens des Casinos per Email und bestätigt worden ist, aber nie auf meinen Konto eingetroffen ist. Ich erhalte keinerlei Antworten mehr vom Casino.

Danke für die Hilfe! Gruß Sebastian

Thank you very much, ssch0779, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning, after I uploaded my account statements again as a document to show that the 1303.69 EUR had not arrived with me, marked with the subject "missing withdrawal", unfortunately only a standard email came again with a rejection of the document.

I replied again as follows: Hello, the reason why I uploaded this document is a missing payment of 1303.69 EUR. To date the money has not arrived in my bank account. That's why I uploaded my original bank statement again for you to check!

Guten Morgen, nachdem ich nun nochmals meine Kontoauszüge als Dokument hochgeladen haben, um aufzuzeigen, dass die 1303,69 EUR nicht bei mir angekommen sind, vermerkt mit dem Betreff "missing withdraw" kam leider nur wieder eine Standard Email mit einer Ablehnung des Dokuments.

Ich habe darauf erneut wie folgt geantwortet: Hello, the reason why I uploaded this document is a missing payment of 1303.69 EUR. To date the money has not arrived in my bank account. That's why I uploaded my original bank statement again for you to check!

Hello ssch0779,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wild Fortune Casino to join the conversation and participate in the resolution of this complaint.

Dear Wild Fortune Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Good Day ssch0779 and Tomas,

We are sorry to hear you have not had the best gaming experience.

Apologies for any confusion. There might have been some miscommunication. Regarding your concern about the missing withdrawal, I've escalated the matter to the relevant department so that we may get your money to you as soon as possible.

I will update you once I have received a response from them.

Kind Regards,

Wild Fortune Casino

Dear Wild Fortune Casino,

Thank you for the information. Kindly update us once you have processed the transaction.

Kind regards,

Tomas

Good Day ssch0779 and Tomas,

I have been informed by the relevant department that the withdrawal has been reversed and we request that you make another withdrawal as soon as possible. We apologize sincerely for any inconvenience this has caused you.

You are more than welcome to let us know once you have made the withdrawal and I will be sure to get our payments team to look into it as soon as possible.

If you require any further assistance, please do not hesitate to contact us.

Kind Regards,

Wild Fortune Casino

Dear ssch0779,

Can you please re-request the withdrawal and let us know once you do so?

Thank you.

Kind regards,

Tomas

Hello Tomas,

The amount of 1303.69 euros was actually transferred back to my player account. I then immediately requested a new payout. After a waiting period of approximately 36 hours, this was approved.

And the money has just now arrived in my account.

In this respect, my issue is now 100% resolved.

All I have to say is THANK YOU very much for your help!!

Best regards Sebastian

Hallo Tomas,

tatsächlich wurde der Betrag 1303,69 Euro wieder zurück auf mein Spielerkonto überwiesen. Ich habe dann sofort eine neue Auszahlung beantragt. Nach einer Wartezeit von ca. 36 Stunden ist diese genehmigt worden.

Und das Geld ist gerade jetzt auf meinen Konto schon eingetroffen.

Insofern ist mein Anliegen nun zu 100% erledigt.

Mir bleibt nur ganz herzlichst DANKE zu sagen für Eure Hilfe!!

Beste Grüße Sebastian

Dear ssch0779,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas