Wildz Casino - プレイヤーのアカウントがブロックされました。

I deposited 75$ and they froze my account they say my verification documents are not approved . I have sent the email confirmation I went into my bank got the bank statement showing my deposit account number transit number my name however since the first page of my statement only has my name on it and not on the second page since my deposit was on April 18 2022 and that transaction is on the second page they denied it ,so I went back into my bank and was told that bank statements are automated and I cannot have my name on the second page even though my account number and transit number appears on the second page so my bank put there bank stamp on each page I resent it and have still been denied and my account and deposit remain frozen . I have explained the circumstances and still receive an email denying my verification for my deposit .

Dear iamsandypraud,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that Can$75 is being held in your account due to problems with verification?

Have you provided any other documents?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina yes i have sent them the email confirmation with the date amount gigadat reference number . I have inquired on several occasions explaining that I have been to my bank and the statement I have sent cannot have my name on the second page of the bank statements however my account number and transit number are visible I have also resent the same documents after getting the bank to stamp each page and I have emails showing I have contacted them telling them so . And still am rejected.Kristin I sent ten screenshots to the same web site immediately after sending my initial complaint . If you did not receive them please let me know I would be more than happy to resend them . Thank you Sandy

Thank you very much iamsandypraud for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello iamsandypraud,

I have reviewed your case and will do my best to help you.

As I understand the situation, the only thing standing in the way of completing the verification is the pdf version of your bank statement, as requested by the casino.

From the information you have forwarded, I noticed there is an option in your account to "View eStatements" on the left-hand side.

Before we proceed, can I ask if you have tried this? It should allow you to select the dates you wish to view and save a statement as a pdf file. If you can do this, I believe it may solve the issue.

Kind regards,

Adam

Hi I have sent this verification to them I have submitted the estatements from my bank which include my name account number transit number the transaction the date the reference number amount of deposit as well as the email confirmation of the deposit also a void cheque screenshot showing my name address account and transit number as well as the bank statements I recieved from my bank and got them to put there bank stamp on each page

Thank you for clarifying, iamsandypraud.

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

Dear Wildz Casino,

Can you please provide an update on the status of the player's verification, and what is needed to complete it?

Kind regards,

Adam

I have submitted all these documents to Kristina for you to review exactly what I have sent as well as the conversations between me and there support staff . The problem they say is my name is not on the page that my deposit is on . My statements are automated I was told from my bank and on the first page it shows my name and about transactions from the first of the month till probably the 8 th or so my transaction was sent on the 18 th of April therefore it can’t be seen on the first page however my account number transit number the reference number with the date of the transaction is clearly visible I had my bank put their bank stamp on each page and they said this account is Sandra Praud’s I have also as I said in my last message sent email confirmation a void cheque showing my name address account and transit number this has been going on since April 18 th I made a 75$ deposit and have been trying to get them to unlock my account since then . I am not withdrawing thousands of dollars this is a deposit . That I have gone above and beyond confirming

My bank statements I have sent was a pdf file a screenshot and finally I went into my bank to get a copy printed off then went back into my bank to have them stamp each page still not good enough

Thank you iamsandypraud.

Please be aware that it is common for a casino to ask for these documents for verification purposes, and the process is not something that good casinos take lightly. Quite often verification will be completed before making a withdrawal, but the process can be completed at any point.

We will now await further information from the casino and proceed accordingly.

It was a deposit not withdrawal furthermore I have made deposits before at this casino

Hi iamsandypraud and Adam,

I have read your complaint and checked your account. I can see the reason your account was blocked due to a name mismatch on the payment method you used. You have claimed that this is a nickname but we have to verify this.

Unfortunately, the bank statements you have sent to us have not been accepted as they are missing your legal name and also missing the deposit made to us.

I have informed our verification team with the details that you have given us and your account has been verified and re-opened now and I can see that you have played your funds on 28.05.2022. 

If you still wish to continue playing with us, please change your nickname to your legal name in your bank so there will not be any payment name mismatch issues anymore.

I wish you a nice day!

Sincerely,

Sebastian

Customer Representative

Wildz

Thank you very much for your response and for explaining the situation, Wildz Casino.

Dear iamsandypraud,

Can you please confirm that the matter has now been resolved?

Kind regards,

Adam

Thank you the issue has been resolved they unblocked my account .Thanks again

Dear iamsandypraud,

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

Thank you for using the Casino Guru complaint resolution center. 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.