WildTornado Casino - El jugador no puede acceder a los juegos ni retirar fondos.

Hi, I've been playing with this casino maybe for a month now. OK, they kept taking money from me but I thought, eventually I'll manage to win something. For the past week or so - it's extremely difficult to find their actual website, I cannot even 'bookmark' it. Anyway, today I thought I give it another chance and deposited some further funds.

Well, NO games came up, No favourites, Top or Pupular. Nothing. The only screen I could go to was MY VALLET - so I thought I withdraw the amount I've put in, and never play this casino again. Well, it didn't let me withdraw anything, so my money is just sitting there.

Did anyone have similar experience - or can CasinoGuru do anything about it?

As far as I'm concerned there is so many things wrong with this casino that if they really want players, they have to get their acts together - and well, refund my money.

Looking forward to feedback

Thank you

Gabriella

Dear phoenix347,

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.

• Could you please advise when was the last time you succeeded in accessing your casino account?
• Was your account successfully verified in the past?
• Have you tried any other devices to access your account?

Additionally, please forward any relevant screenshots and try to clear cache & cookies. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Gabriella,

We appreciate you taking the time to share your experience, and we're genuinely sorry to hear about the issues you've encountered while playing at our casino. Your feedback is valuable to us, and we're committed to addressing your concerns.

We apologize for the inconvenience you've faced with the difficulties in accessing our website and the problems you encountered while trying to play and withdraw your funds. This is not the experience we want our players to have, and we are determined to investigate and resolve these issues.

Although you mentioned that you cannot access our site directly, we encourage you to contact our 24/7 customer support team and provide details of your account and experience. They will gladly help you with any technical issues, withdrawals, or questions.

Thank you for giving us the opportunity to rectify the situation and we hope to serve you better in the future.

Kind regards,

WildTornado Casino Team

Thank you very much Casino Guru and Wild Tornado Casino. Your prompt response was greatly appreciated. I still don't know what happened to website when I couldn't do anything nor could I withdraw but Wild Tornado straight away contacted me, gave me another link and it worked. Well, I tried my luck and obviously lost my initial deposit - but that's beside the point.

Your customer service was great and thank you for that.

Gabriella

Thank you, phoenix347, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear phoenix347,

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.

Hi Petronela,

I really appreciate greatly looking after us - players.

Well, nothing is solved with Wild Tornado casino. After my previous complaint I just played off my deposit balance. BUT after that. since both you and Wild Tornado were very cooperative, I thought I give the casino another try. After a few deposits I got lucky and wanted to withdraw - and that's where the nightmare started again.

Not only did I send them my ID docs in scanned and photo format AGAIN and of course utility bill, that was not enough - they wanted me to send a Selfie - wait for that - with my card in one hand and a PAPER saying ' HI WildTornado and the date" - is it a circus??? Seriously... I told them that since I only have 2 hands, I cannot possibly hold something in each hand AND take a Selfie - with which hand?

Anyway, after a lot of trial and error I managed to do it -JUST TO LEARN IT RIGHT NOW that they did NOT accept it. Who knows why? They have my photo on my license, they have my Selfie, they have my card - so what's the problem???

This is really very-very bad Casino policy / customer support. So my money is still sitting there as I cannot withdraw it. Obviously there is NO hassle when you want to deposit - only when you want to withdraw.

Any feedback from anyone, Or is there anything CasinoGuru can do for me?

Greatly appreciated.

Gabriella

Thank you very much CasinoGuru. This time I'm NOT willing to just let it go.. It's just all wrong. After I spent a considerable time and effort doing that stupid Selfie with both hands occupied with my card and the paper praising them - they are still not happy and rejected that Selfie saying that they cannot read the card??? really ??? I uploaded the card separately already as part of the process. They also have my Driver's License with my photo - so surely they know that it's me... They just want to make it impossible to withdraw....

So seriously, it's like a circus - just not wanting you to withdraw...

Thank you CasinoGuru for whatever you can do for me.

Gabriella

Thank you very much, phoenix347, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 in the near future.  

Dear Gabriella,

My name is Stefan, and I will be taking care of your complaint. I am so sorry to hear about your problem with the verification of your account.

Do you have someone who can take a picture of you holding the paper and a card? It would be easier to take a clean photo.

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

well, I've been in conversation with WildFortune for the past week or so - trying to resolve the problem with them. I wasn't successful in that.

I did send them the Selfie with the paper AND my license in my hands and positioning the phone in front of me.

I sent them this, it wasn't enough. After that they wanted me to hold the paper, my photo license and my card in my hands PLUS take the photo. When I sent this to them - after a lot of trial and error - their response was that they cannot read the license or the card... Well, they do have the separate photos of those.

On top of all this - in the meantime I kept playing and guess what... I had a big win which is still sitting on my account. Is it the Gods or just plain justice???

Anyway they refuse to verify my docs.

Is there anything you can do please?

Greatly appreciated.

Gabriella

Dear Gabriella,

Could you clarify how much funds you have in your account right now?

I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WildTornado Casino representative to join this conversation and participate in resolving this complaint.

Dear WildTornado Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Gabriella,

We would like to extend our sincerest apologies for any inconvenience or frustration that you may have experienced. Our team deeply regrets any negative impact this may have had on your experience with our services.

We understand the importance of a quick and qualitative service, and we are genuinely sorry for falling short of your expectations. 

Your satisfaction is our top priority. 

The delay in verification was attributed to the staggered uploading of documents.

Additionally, the initial review of the selfie showed that the documents were not clearly visible; however, upon further scrutiny, the document was accepted.

We are pleased to inform you that your account is now verified, and all associated payouts have been duly processed. We appreciate your understanding and cooperation throughout this process.

If you have any further concerns or questions, please feel free to contact our customer support team any time. We are dedicated to restoring your confidence in our company and look forward to the opportunity to serve you better in the future.

Thank you once again for your patience and for allowing us to rectify the situation. We look forward to serving you with the highest level of excellence in the future.

Kind regards,

WildTornado Casino Team

Dear WildTornado Casino,

Thank you for your response and the information provided. Your cooperation is much appreciated.

Dear Gabriella,

Could you confirm if your withdrawal request was processed or if you have already received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan and Wild Tornado representative,

I'm very pleased to say that yes, after the whole saga I had to go through, my docs were verified.

Thank you for that.

Furthermore I'm not someone who just likes complaining. I have to say that I am quite amazed with the casino's payout process. I received my funds overnight.... Yes, that's right. None of the other casinos I'm playing with are doing that.

So again, thank you both of you for looking after me...

Kind regards

Gabriella

Dear phoenix347,

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,

Stefan