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I had a profit of € 2,620. My withdrawal was successful, I even received an email stating that Wildz Casino will withdraw my winnings from me. I went back in after a few days and registered because nothing had been transferred to my bank account for days and saw that my account was blocked. Without an email without anything to let me know, my money was withheld and I don't get it. That's cheating! I want my € 2,620. Played for days and invested so much money there. What should I do?

Ich hatte ein Gewinn Betrag von 2.620€. Meine Auszahlung wurde erfolgreich durchgeführt, ich habe sogar eine E-Mail zugeschickt bekommen, wo drauf stand das dass Wildz Casino mein Gewinn mir Auszahlen wird. Ich bin nach ein paar Tagen wieder rein gegangen habe mich angemeldet weil seit tagen schon nichts auf mein Bankkonto überwiesen wurde und habe gesehen das mein Konto gesperrt wurde. Ohne eine E-Mail ohne irgendetwas damit ich bescheid weiss wurde mein Geld dort einbehalten und ich bekomme es nicht. Das ist Betrug! Ich will meine 2.620€ haben. Habe Tage lang gespielt und soviel Geld dort investiert. Was soll ich tun?

Dear Sinem,

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. Have you accumulated your winnings with or without an active bonus? Have you completed the account verification successfully in the past? Could you please advise how long ago you have requested your withdrawal?

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,

Petronela

Thank you very much, Sinem, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Sinem!

From now on, I will be looking after your case. I would like to invite Wildz Casino to this conversation and explain the situation to us.

Thank you very much.

Dankeschön.

We would like to ask the Wildz Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on it's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will affect the casino's rating on Casino Guru in a negative way.

I sincerely hope that you won't come across problem like this ever again.

The casino can reopen this complaint any time.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by Wildz Casino representative:

"Dear Martin and Sinem,

My name is Sebastian and I will be handling the complaint as the Wildz Casino representative. Unfortunately we did not receive the notifications of this complaint in a timely manner, so we were unable to respond.

I'm sorry to hear of the issue faced by Sinem and would like to apologize for any inconvenience caused. I hope the issue has been resolved by now. Unfortunately due to GDPR I cannot give any case-specific details on a forum such as this, and would like to advise Sinly to contact our customer support for information about their withdrawal. Our lovely customer support team is always more than happy to help.

If need be, information on how to raise a complaint with us can be found from our terms & conditions section 14.

Best wishes,

Sebastian

Casino representative"

Hello Sinem!

I would like to ask you, was there any change with your issue since the complaint was closed as 'unresolved'?

No, unfortunately it doesn't. I still haven't got my money even though I've invested so much in the casino.

Nein hat es leider nicht. Ich habe mein geld immernoch nicht bekommen obwohl ich soviel in das casino investiert habe.

Hello Sebastian and Wildz Casino!

According to the player, the situation was not resolved and we would like to ask you to participate on the resolution.

We would like to ask Wildz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.