Wildz Casino - El jugador tiene problemas con la verificación de documentos.

Hello, the casino is denying my documents, they keep asking for a DRIVER'S LICENSE or PASSPORT, I don't have either of the two, I only have my Brazilian national ID, which I use in casinos all the time and have never had problems with https://prnt.sc/TZ-b3juojmum https://prnt.sc/8z0YMrCnZjxF

ola, o casino esta negando meus documentos, ficam me pedindo CARTEIRA DE HABILITCAO OU PASSAPORTE, eu nao tenho nenhum dos dois, somente tenho minha id nacional do brasil, que uso em casinos o tempo todo e nunca tive problemas https://prnt.sc/TZ-b3juojmum https://prnt.sc/8z0YMrCnZjxF

Dear diegosantosvvt,

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 to make sure I understand your situation completely.

Do I understand correctly that the casino has rejected your ID card?

Have you contacted customer support about an alternative document to a driver’s license or passport, since you do not possess any of these?

What other identity documents have you sent to the casino and when exactly?

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

Best regards

Veronika

Hello, Yes, they denied my ID card. I contacted support numerous times and they said that one day when I get my driver's license or passport I will be able to verify my account.

I only sent my identity card.

Olá, Sim, eles negaram minha carteira de identidade. contatei o suporte inúmeras vezes e eles falaram que um dia quando eu tirar minha carteira de habilitação ou passaporte eu poderia verificar minha conta.

Enviei somente minha carteira de identidade.

Has the casino explained to you why your ID was rejected?

no, it just rejects it, and the casino itself accepts an identity card, I don't know why they didn't accept mine

nao, somente rejeita, e o casino em si aceita carteira de identidade, nao sei porquer nao aceitaram o meu

Have you tried discussing the matter with customer support? If so, please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

I sent it to your email, hope you can help me

encaminhei para seu e-mail, espero que possam me ajudar

Thank you for your email. Could you also send me the ID document the casino keeps rejecting, please?

Thank you very much, diegosantosvvt, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, diegosantosvvt,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wildz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wildz Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should he take to complete the KYC? Why is his national ID not enough to confirm his identity?

Since it is not for granted that everyone has a driver's license or passport, is there please any other way how he could verify his identity?

Thank you in advance for providing the information.

Hi diegosantosvvt,

It is unfortunate to hear that you have had issues with the verification process.

I have checked this further with the relevant department and now the ID is verified, but we would still need for you to upload a proof of address document on your account for your account to be fully verified. We have sent you an email regarding this document.

Once the account is fully verified we can proceed with the withdrawal.

I wish you a lovely day!

Sincerely,

Sebastian

Wildz

ok, I sent my proof of address. I hope I can come back here and be able to give you good news.

ok, fiz o envio do meu comprovante de endereco. espero poder voltar aqui e poder da boas noticias.

Thank you both for your replies and the updates. Good to hear that things moved.

Dear diegosantosvvt,

Is there any news regarding your issue or progress? Have you already been contacted back by the casino?

If yes, what information have you been provided? What is the current status of your KYC, please?

My KYC was 100% approved, but my withdrawal request has been pending since the 10th, they said it was under review, but I think it's all very strange.

Meu KYC foi 100% aprovado, porem meu pedido de saque esta pendente desde dia 10, eles falaram que esta em analise, mas eu acho muito estranho tudo isso.

Dear diegosantosvvt,

Good news. It looks the things moved forward.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment. Looking forward to hearing from you.

I still haven't received my money

Ainda nao recebi meu dinheiro

Dear Wildz Casino team,

Could you please provide us with an update on the player's pending withdrawal?

What is the estimated time frame to process the payment completely?

Hi diegosantosvvt,

Thank you for `bringing this to our attention.

We have checked with the relevant department and your account is currently still under review. Unfortunately there is no ETA as to when the withdrawal will be processed and no further information we can provide at the moment. Rest assured however, that this is being handled and we apologize for any inconvenience caused.

Your patience is much appreciated, have a nice day!

Kind Regards,

Wildz Team

Thank you, Wildz Casino team, for letting us know.

Dear diegosantosvvt,

Since there is no option for how we could speed the process up but to wait until the casino informs you about the outcome of your account and activity review, I am now extending the timer and will wait for an update.

Let's stay patient and positive and provide the casino with some more time so they can fully review the account and process your withdrawal request. Additional checks could take longer than usual in some cases.

Please, inform us as soon as you have any news regarding the inspection and/or your withdrawal.

Thank you for your patience and understanding.

I'm still waiting, the casino doesn't give me any answer. This is a lot of time for account analysis

ainda estou aguradando, o casino nao me da nenhjma resposta. isto e muito tempo para uma analise de conta

Hello casino guru, I just received my money. Thank you very much

Ola casino guru, acabei de receber meu dinheiro. Muito obrigado a voces

Hello diegosantosvvt,

I would like to confirm that the review of your account has now been finalized and your pending withdrawal has just been paid out from our end to your MuchBetter account. 

The withdrawal should now reach you within 1-3 business days. 

We thank you for your patience in this process Diego.

Kind regards,

Jenny

Wildz Team 

What great news!

Thank you, diegosantosvvt, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Jenny and Wildz Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru