Online Casinos in general: Experience with Wildz - new online casino on GambleJoe (Page 23)

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traxor wrote on 11/27/2019 2:59 pm: Hello everyone,

wanted to share with you today my experience report with Wildz Casino. Unfortunately, I have not found such a detailed summary in relation to Wildz online. Therefore, I have now taken the time to write everything down in detail.

For the people who don't want to read the following explanation, here is the long story in short: On 17.11.2019 around 17 o'clock made a 25 EUR Deposit, won 2502 EUR in free spins, initiated 2400 EUR withdrawal via credit card (also on 17.11 - around 18 o'clock). This is the same credit card which was used for deposit. Payout pending until today due to failed verification.

Background info: I don't use an Affiliate program, don't have much experience with higher payouts. Highest win was once 800 EUR in a German casino, otherwise only 200-300 EUR payouts via Tipico Casino (without any complications).

Now for the details:

11/17/2019
17:26:58 - Deposit of 25 EUR made via my own KK
17:44:02 - Jammin Jars free spins on 0.20 CENT with balance of 2 EUR circa. Win: 2509.42 EUR (completely ridiculous, I know, I was happy like a little kid)
17:53:56 - Payout over 2.400 EUR to credit card triggered

Will be fine I thought , ne' night later the next I am back to work. There I open accounts for investors if they want to invest in certain funds. What is needed for this? Right, an AML (Anti Money Laundering) and KYC (Know Your Customer) check. You can guess what I did next. So I contacted the live chat. Here is the original excerpt (please convert from UTC to CET accordingly, who cares. I deleted my last name...)


Chat started on 18 Nov 2019, 08:02 PM (GMT+0)

(08:02:07)
*** Alexander joined the chat ***

(08:02:07)
Alexander : Good evening support team, I requested a payout of 2,400 EUR yesterday. Is there any Verification documents like ID needed for this? Please send me an email address to which I can send my ID. Thank you and best regards, Alexander

(08:03:02)
*** Granita joined the chat ***

(08:03:04)
Granita: hello alexander

(08:03:07)
Granita: welcome to livechat

(08:03:32)
Granita: you can withdraw without verification

(08:03:36)
Granita: at the moment this is not necessary

(08:03:52)
Granita: your withdrawal request will be processed as soon as possible

(08:04:29)
Alexander : Okay, thank you very much. Could you briefly confirm which payment method will be used for the payout?

(08:05:30)
Granita: you have chosen the account ****9274

(08:05:40)
Granita: so credit card

(08:06:09)
Alexander : Thank you for the confirmation and the quick information.

(08:08:57)
*** Alexander has rated the chat Good ***

(08:08:57)
*** Alexander left the chat ***





Great, thank you live chat. So I thought at least a week passed. This week my remaining balance since the triggered payout was 50 EUR (I let stand until the payout is through). Also, this week I have been offered countless bonus codes, free spins, wagering upgrades and other stuff via email from Wildz. The temptation was great, yes. But I stayed hard

It's 11/26/2019 - after 9 days with no progress, I took a look at the T&Cs myself - and yes, here's what it says under 5.24 ([link will not show up until verified])





So I searched my profile on Wildz. Where the hell can I get verified? There was simply no option to do so. Here's a request to you - please check if you have a button for 'Verification' under 'My Account' right under 'Game History'.

Next official act? Right, the live chat. Here's the original excerpt from 11/26/2019 - evening around midnight

Chat started: 2019-11-26 11:24 PM UTC
(11:24:00 PM) Alexander: Good evening, I would like to verify to confirm the withdrawal. In your T&Cs it says that I have to make a verification by a copy of the ID.
If the withdrawal after verification is not made within 48h to the specified credit card, I will share my experience with Wildz Online Casino publicly in online forums.
Regards
Alexander
(11:24:09 PM) *** Carsten joined the chat ***
(11:24:09 PM) *** Inken joined the chat ***
(11:24:12 PM) Alexander: Visitor uploaded: badge-front.jpg
Type: image/jpeg
Size: 2693188
(11:24:17 PM) *** Carsten left the chat ***
(11:24:24 PM) Inken: Welcome to the Live Chat!
(11:24:42 PM) Alexander: Hello
(11:25:02 PM) Inken: you need to upload the documents in your player profile, I will unlock the option for you
(11:25:11 PM) Inken: we will need some more documents though
(11:25:21 PM) Inken: you will get an email about this
(11:25:29 PM) Alexander: When will I get an email about this?
(11:25:45 PM) Alexander: Now?
(11:25:56 PM) Inken: it should go out soon
(11:26:20 PM) Inken: but I could already give you some information about the DOcuments if you like
(11:26:30 PM) Alexander: yes, please.
(11:27:41 PM) Inken: One moment, I'll put it together for you
(11:28:22 PM) Alexander: And the option in the player profile....
(11:28:38 PM) Inken: if you reload the page, it should already be there
(11:28:47 PM) Inken: you had only used your credit card, right?
(11:29:12 PM) Alexander: correct
(11:29:19 PM) Inken: always send us both sides of the document. We accept ID card, driver's license or passport.
Make sure the document is valid and all text is legible. All four corners should be visible.
Please note that we require your document in color and we cannot approve scanned documents.
Confirmation of Residence
Make sure the document is not older than 3 months and the date of issue is clearly visible and all four corners of the document are visible. The full name, address, date and company logo must be clearly visible on the document.
Documents we approve:
- Electricity bill (gas, water or landline/broadband) or
- Bank document (bank statement or other letter to you) or
- Government document
Please note that we do not accept scanned documents. If it is an online bill, it must be in PDF format.
Credit Card (**9274)
We require a clear photo of the front and back of the credit card in your name.
Please cover the card according to this format: 1234 56XX XXXX 6789 on the front and cover it on the back as well. Also cover the CVC code (3 digits). The card must be signed to be valid.
Please note that we do not accept scanned documents.
You can upload your documents under "My account" -> "Verification".
(11:30:43 PM) Alexander: Thank you. Why couldn't Granita tell me that a week ago?
(11:32:39 PM) Inken: I'm sorry, I can't tell you exactly what went wrong
(11:33:51 PM) Inken: do you have any questions about the documents or the process?
(11:34:13 PM) Inken: the documents will then be reviewed by our payment team as soon as possible
(11:34:27 PM) Inken: if something is missing or incorrect, you will get an email from us
(11:35:15 PM) Alexander: I assume that the AML / KYC check will be completed within 48 hours. Therefore, I expect a payout within the same time frame after the documents are received. Can you please confirm this?
(11:35:20 PM) Inken: If you can do it directly, feel free to let me know when you have uploaded the documents, then I will forward it directly
(11:35:36 PM) Alexander: i have all the documents at hand. need 2 min for the credit card
(11:35:47 PM) Alexander: and bank statement
(11:36:04 PM) Inken: the documents will be looked at manually, so unfortunately I can't promise that, but I'll forward it right away, then it should go on soon
(11:36:16 PM) Inken: all clear
(11:37:10 PM) Alexander: thank you Inken
(11:37:15 PM) Inken: gladly


-- logged onto MacBook... got kicked out of live chat... and reconnected... so it went on:

Chat started: 2019-11-26 11:40 PM UTC

(11:40:07 PM) Alexander: Hello. needed once please Inken. verification process.
(11:40:13 PM) *** Alexius joined the chat ***
(11:40:24 PM) *** Inken joined the chat ***
(11:40:24 PM) *** Alexius left the chat ***
(11:40:29 PM) Inken: Welcome back!
(11:40:34 PM) Alexander : sorry, logged in on Mac.
(11:40:40 PM) Inken: no problem
(11:40:47 PM) Alexander : pictures are uploaded now
(11:40:53 PM) Inken: very good
(11:42:00 PM) Inken: those are front/back of ID, front/back of credit card with proper cover and I assume bank statement as proof of residence?
(11:42:26 PM) Alexander : exactly, ID front/back are already uploaded
(11:43:40 PM) Alexander : documents are uploaded. Challenge at the coverage..
(11:43:54 PM) Inken : all clear
(11:44:13 PM) Inken: good, so we from support do not see the documents in, but your request is forwarded
(11:44:45 PM) Inken: I will get back to you via email
(11:44:55 PM) Alexander : thank you very much Inken.
(11:44:59 PM) Inken: With pleasure!
(11:45:03 PM) Inken: Is there anything else I can help you with?
(11:45:14 PM) Alexander : no thank you very much
(11:45:26 PM) Alexander : have a nice evening!
(11:45:57 PM) Inken: thanks, you too

We summarize briefly
- you have to beg to verify yourselves
- to know which documents are needed you have to hope to meet a capable employee
- it is a huge effort to get these documents (and above all: YOU HAVE TO BE CAREFUL what data you give away (example credit card pictures)

Today is 11/27/2019, and the story continues. Around 11am this morning I checked my Wildz account. I saw that my account balance was 2,450 EUR. It was clear to me - credit card verification was denied. Next official act? Right, the live chat. Enclosed again the original statement

Chat started: 2019-11-27 10:09 AM UTC

(10:09:52 AM) Alexander: Good morning support TEam, it seems that the payout has been cancelled. Can I please know why?
(10:10:47 AM) *** Nele joined the chat ***
(10:10:57 AM) Nele: Hello Alexander, welcome to the live chat.
(10:11:00 AM) Nele: ICh look briefly
(10:11:06 AM) Alexander: thank you Nele
(10:11:37 AM) Nele: Okay, I see that you have to withdraw to your bank account, because your credit card does not allow the withdrawal
(10:12:10 AM) Alexander: All right. I have triggered the payout via bank transfer. Do you need verification documents again?
(10:12:17 AM) Alexander: IBAN number?
(10:12:24 AM) Alexander: Photo of the EC card?
(10:12:42 AM) Nele: Not as far as I can see
(10:13:02 AM) Alexander: In the terms and conditions it says from an amount of 2,000 EUR
(10:13:15 AM) Nele: But I see you are already verified?
(10:13:27 AM) Alexander: Good, I thought I had to verify the Bank Transfer withdrawal option.
(10:13:46 AM) Nele: That can be good, but the guys from the casino will decide directly
(10:13:51 AM) Alexander: Since I only verified the credit card last night.
(10:14:15 AM) Alexander: Ok but you have to know that too.
(10:14:56 AM) Alexander: If I scroll up in the chat history I see that I just got wrong information from Granita (part of your support team). Inken was able to answer all questions.
(10:15:03 AM) Alexander: The only thing I want is clarity.
(10:15:24 AM) Nele: No problem, but I can only give you the info I see right now
(10:15:57 AM) Alexander: Could you please forward my request to the respective department responsible for the KYC checks?
(10:16:03 AM) Nele: To be on the safe side, you can of course upload the document in case they need it, then you already hocloaded this
(10:16:07 AM) Nele: Bank account
We need a PDF file of your bank statement from your online bank. We need to be able to see your full name, bank logo, IBAN and BIC/SWIFT. You can find this when you log in to your online bank.
(10:17:10 AM) Alexander: Okay, I'll upload directly. Please be patient for a moment.
(10:18:46 AM) Nele: I've got it
(10:22:34 AM) Alexander: Visitor uploaded: Statement-Online-Banking.pdf
Type: application/pdf
Size: 186460
(10:22:46 AM) Alexander: Will this fit? Can you take a quick look please?
(10:23:22 AM) Nele: Unfortunately you are not allowed to blacken anything, otherwise it looks quite fancy.
(10:23:44 AM) Alexander: Well, otherwise you'll see data that I can't reveal.
(10:24:04 AM) Alexander: There is no other way
(10:24:15 AM) Alexander: Please escalate accordingly.
(10:24:50 AM) Nele: I'm sorry Alexander we really don't care what it says, but we need to be able to see everything.
(10:25:15 AM) Alexander: I'll take care of it, but as far as my experience with Wildz goes well.
(10:25:33 AM) Nele: I'm sorry Alexander, but I don't make the rules
(10:27:13 AM) Alexander: This is not about rules. I actually feel sorry for you in the support team. You get the guidelines for chat conversations from the top down. They deliberately try not to provide the customer with all the information directly, so that the customer might get the idea to cancel the payout. I don't know if such a procedure is punishable under Maltese law, but I will definitely take a close look at it.
(10:28:24 AM) Alexander: By the way, I understand the rules. And I also think that the rules are good. I work in the AML/KYC world myself.
(10:29:22 AM) Nele: Thanks for the feedback
(10:29:38 AM) Nele: There is definitely something to it, we learn something every day in the support team
(10:30:29 AM) Alexander: Nele, thank you personally. I know that you can't help it.
(10:30:45 AM) Alexander: The problem is on the executive floor
(10:31:01 AM) Nele: Thank you Alexander, first of all for your patience and politeness
(10:31:43 AM) Alexander: Have a nice day
(10:32:14 AM) Nele: Thanks you too!
(10:32:19 AM) Nele: And we will definitely hear from each other!
(10:32:40 AM) Alexander: I'll be back again
(10:32:47 AM) Alexander: so into the chat
(10:32:57 AM) Alexander: actually going to my bank now
(10:33:01 AM) Alexander: about WIldz...
(10:33:10 AM) Nele: Hehe all right
(10:33:15 AM) Nele: Have fun and good luck!
(10:33:21 AM) Alexander: Thank you
(10:33:51 AM) Nele: See you then
(10:37:55 AM) Nele: Due to inactivity this chat will be closed. If there is anything we can help you with, please let us know. Have a great day!
(10:37:56 AM) *** Nele left the chat ***

I can use luck with you guys, indeed

Just FYI - please be more than just careful if you ever share a screen shot from your online bank with anyone. As you can see from the chat log I have blacked out certain data. This is rejected by the casino. I can assure you - I work for a company that does AML / KYC checks and does a classic account opening for investors. Here we are talking about amounts in the 3 digit million or billion range. We are also allowed to accept certain documents which have been redacted. In the meantime, I have been to my house bank and had a corresponding confirmation letter prepared. Next official act after I was back home? Right, the live chat. Here the for the time being last excerpt (unfortunately in English):

Chat started: 2019-11-27 12:20 PM UTC

(12:20:10 PM) Alexander: Hi Support Team, as announced I uploaded an account confirmation letter. Please forward accordingly (Nele? Inken?) and process immediately. Thank you very much.
(12:22:52 PM) *** Natalie joined the chat ***
(12:22:55 PM) Natalie: Hello Alexander !
Welcome to customer support! Do you prefer me using a translator during this chat or is it ok to write in English?
(12:22:55 PM) Natalie: Hello Alexander!
Welcome to customer support! Do you prefer me using a translator during this chat or is it ok to write in English? (translated)
(12:23:28 PM) Alexander: English is fine
(12:24:04 PM) Natalie: Ok great I can see you are verified today
(12:24:25 PM) Alexander: Visitor uploaded: Accountconfirmation-Volksbank.pdf
Type: application/pdf
Size: 88636
(12:24:41 PM) Alexander: I have been verified for my credit card but I had to change pay-out system as credit card was rejected
(12:24:51 PM) Alexander: now I am trying to get my bank account verified
(12:25:21 PM) Alexander: therefore I've run to my bank and I obtained the attached letter
(12:25:43 PM) Alexander: will that letter be deemed sufficient to verify my bank account?
(12:26:31 PM) Natalie: aha, can you upload it in your account? We will ask the security team take a look for you as soon as possible
(12:27:36 PM) Alexander: Uploaded it twice now. Please would it be possible for you to bring this to the attention of the team in charge, urgently?
(12:27:58 PM) Alexander: Its been a week now that I am trying to obtain relevant information from the support team, but I only get piece mail information.
(12:28:06 PM) Alexander: I would be glad if this could be reviewed asap.
(12:29:09 PM) Natalie: Ok great! I will make a request to them for you, but that is all i can do
(12:30:09 PM) Alexander: I know thats all u can do, appreciate that. Just want to ensure that my request gets the appropriate attention. My experience so far is improvable
(12:30:48 PM) Alexander: By when can I expect an answer on the verification process? Any idea?
(12:30:54 PM) Natalie: absolutely I have already written them now for you about this Alexander
(12:31:00 PM) Alexander: thanks Natalie
(12:31:36 PM) Natalie: happy to help with what i can
(12:31:53 PM) Alexander: Hope it will get the required attention. Otherwise I am considering contacting the Malta Gaming authority.
(12:32:33 PM) Natalie: They will look at it as soon as possible for you
(12:32:38 PM) Alexander: thanks
(12:32:44 PM) Alexander: have a good day natalie
(12:33:12 PM) Natalie: You too Alexander have a great day meanwhile
(12:33:13 PM) Natalie: bye bye
(12:33:17 PM) Alexander: bb
(12:34:19 PM) *** Natalie left the chat ***

I'm throwing up in a stream. I'll continue to keep you guys posted. I hope at some point to be able to say:

*** Alexander left the casino ***

PS: I have deleted a few superfluous words in the text and therefore edited the post. Also, I just took the time to read the previous posts here in the thread, well, what can I say. Maybe Caro can take care of the matter???


PS 14:59: Copied here after instruction from Mod
I do not understand, I have with my win of 7500Euro at Wildz Casino the chat asked where I have to verify me, and then the nice lady had me myVerifizierungskonto immediately unlocked, and I could submit all documents there.After about 8 days I had without a prior notice my money in the bank.I am of the opinion, if you are annoying or abusive, they like to keep you on tenterhooks.If I have won, I wait and do not go into the casino until my money has been paid out.Any interruption duch a login, they like to keep the money still back, in the hope you stoniert it.
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