[solved] Account blocked (proof of payment) requested, which does not exist.
10th Jan. 2024, at 01:27 am CET#1
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Previous history:
I have complained to the GGL accordingly, due to problems with my identity with the providers (apparently several entries deposited with LUGAS according to GGL) so that, in my view, there is a violation here, against the applicable Player protection, since a maximum of € 1000 per month is permitted across all providers, but this can be exceeded by the aforementioned problem of double entries with LUGAS.
I have also informed the providers accordingly.
A short time later, my account was blocked and I was suddenly asked for proof of payment as shown below, even though all the payment methods I have ever used have been verified with proof.
I am not aware of the method mentioned below.
I am also not a new user there, but have already made countless transactions and gambled away money Lvl 55. So from my point of view it is simply a baseless insinuation and frankly a mess from a licensed Provider to be treated like this.
Instead of finding a solution accordingly.
Your request (3928031) has been updated. To add additional comments, simply reply directly to this email. Salla
January 8, 2024 at 20:43
Hello XYZ,
We will contact you from Wildz customer support regarding the Verification of your account.
We kindly ask you to upload the following documents to your account under "My Account" > "Verification", or you can send them via email by replying to this message:
Proof of Deposit from account **5182 Proof of deposit showing a deposit to your Wildz account from your online banking service or e-wallet. Depending on the payment method, the transaction may say Wildz or Rootz Ltd.
Please note that we do not accept scanned documents.
If you have any questions about this or anything else, please let us know. We are happy to help!
Yours sincerely, Salla Wildz German speaking support
I then asked for more information, as I do not know this account, and was then told that it would be
Extract chat:
(11:33:44)
Salla
Let me check that. One moment please. (translated)
(11:36:11)
Salla
It seems that you have made a depositor or withdrawal request with the account 535585******5182 (translated)
(11:36:29)
Salla
It's a Paysafe account.
(11:39:36)
Salla
It appears to be a bank account number linked to a Paysafe account. (translated)
This is a pure insinuation, as I have not linked a bank account via Paysafe, nor do I use a credit card there, but only a PIN.
So I'm being accused of something that never happened, no questions about the date of payment etc. were answered, neither by email nor chat.
A short time later, I received the following email when I pointed this out again and asked for an excerpt of my account history in accordance with GDPR.
Salla
January 9, 2024 at 22:45
Hello XYZ,
We will contact you from Wildz customer support regarding the verification of your account.
I asked our payment team about this and they said the following document would be better.
We ask you to upload the following documents in your account under "My Account" > "Verification":
Credit card **5182
A clear photo of the front and back of the signed credit card issued in your name.
Please cover:
The card numbers correspond to the following format: 1234 56XX XXXX 6789 (for both the front and back of the card).
The CVC code (3 digits).
Please note that we do not accept scanned documents.
If you have any questions about this or anything else, please let us know. We are happy to help!
Yours sincerely,
Salla
Wildz German speaking support
Wildz does not respond to any of my questions here, nor do they send me any proof or other evidence of the method or payment mentioned.
Also funny: " We ask you to upload the following documents to your account under "My Account" > "Verification":"
Oh what if my account is blocked!!!!
Since GambleJoe, if I remember, has contact persons and also operates affiliates for this provider, I would like to know what this is all about? And I am being accused of something as an authorized operator with a corresponding license!
Last mail was then only see below
Salla
January 10, 2024 at 00:53
Hello XYZ,
We are contacting you from Wildz Customer Service.
I am very sorry that you have had this experience with us.
You can do what you want, because you have a right to do so. This has been noted. Have a nice day!
If you have any further questions, please do not hesitate to contact us. We will be happy to help you!
Yours sincerely,
Salla
Wildz German speaking support
[solved] Account blocked (proof of payment) requested, which does not exist.
10th Jan. 2024, at 01:57 am CET#2
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btssultan wrote on 10.01.2024 at 01:27: Previous story:
I have complained to the GGL accordingly, due to problems with my identity with the providers (apparently several entries deposited with LUGAS according to GGL) so that from my point of view, there is a violation here, against the applicable Player protection, since a maximum of 1000€ per month is allowed across all providers, but this can be exceeded by the mentioned problem of double entries at LUGAS.
I have also informed the providers accordingly.
A short time later, my account was blocked and I was suddenly asked for proof of payment as shown below, even though all the payment methods I have ever used have been verified with proof.
I am not aware of the method mentioned below.
I am also not a new user there, but have already made countless transactions and gambled away money Lvl 55. So from my point of view it is simply a baseless insinuation and frankly a mess from a licensed Provider to be treated like this.
Instead of finding a solution accordingly.
Your request (3928031) has been updated. To add additional comments, simply reply directly to this email. Salla
January 8, 2024 at 20:43
Hello XYZ,
We will contact you from Wildz customer support regarding the Verification of your account.
We kindly ask you to upload the following documents to your account under "My Account" > "Verification", or you can send them via email by replying to this message:
Proof of Deposit from account **5182 Proof of deposit showing a deposit to your Wildz account from your online banking service or e-wallet. Depending on the payment method, the transaction may say Wildz or Rootz Ltd.
Please note that we do not accept scanned documents.
If you have any questions about this or anything else, please let us know. We are happy to help!
Yours sincerely, Salla Wildz German speaking support
I then asked for more information, as I do not know this account, and was then told that it would be
Extract chat:
(11:33:44)
Salla
Let me check that. One moment please. (translated)
(11:36:11)
Salla
It seems that you have made a depositor or withdrawal request with the account 535585******5182 (translated)
(11:36:29)
Salla
It's a Paysafe account.
(11:39:36)
Salla
It appears to be a bank account number linked to a Paysafe account. (translated)
This is a pure insinuation, as I have not linked a bank account via Paysafe, nor do I use a credit card there, but only a PIN.
So I'm being accused of something that never happened, no questions about the date of payment etc. were answered, neither by email nor chat.
A short time later, I received the following email when I pointed this out again and asked for an excerpt of my account history in accordance with GDPR.
Salla
January 9, 2024 at 22:45
Hello XYZ,
We will contact you from Wildz customer support regarding the verification of your account.
I asked our payment team about this and they said the following document would be better.
We ask you to upload the following documents in your account under "My Account" > "Verification":
Credit card **5182
A clear photo of the front and back of the signed credit card issued in your name.
Please cover:
The card numbers correspond to the following format: 1234 56XX XXXX 6789 (for both the front and back of the card).
The CVC code (3 digits).
Please note that we do not accept scanned documents.
If you have any questions about this or anything else, please let us know. We are happy to help!
Yours sincerely,
Salla
Wildz German speaking support
Wildz does not respond to any of my questions here, nor do they send me any proof or other evidence of the method or payment mentioned.
Also funny: " We ask you to upload the following documents to your account under "My Account" > "Verification":"
Oh what if my account is blocked!!!!
Since GambleJoe, if I remember, has contact persons and also operates affiliates for this provider, I would like to know what this is all about? And I am being accused of something as an authorized operator with a corresponding license!
Last mail was then only see below
Salla
January 10, 2024 at 00:53
Hello XYZ,
We are contacting you from Wildz Customer Service.
I am very sorry that you have had this experience with us.
You can do what you want, because you have a right to do so. This has been noted. Have a nice day!
If you have any further questions, please do not hesitate to contact us. We will be happy to help you!
Yours sincerely,
Salla
Wildz German speaking support
The unknown number should be the account ID number from your Paysafe account, with some casinos the ID number is sent instead of the email address from your Paysafe account and some casinos are so stupid and think it's a number from a bank. I think I had the same case a few years ago with Neteller, I searched in vain for the requested bank number. But at some point I figured out that it must be the ID number from Neteller.
[solved] Account blocked (proof of payment) requested, which does not exist.
10th Jan. 2024, at 02:04 am CET#3
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T0uchTheSky wrote on 10/01/2024 01:57:
The unknown number should be the account ID number from your Paysafe account, some casinos send the ID number instead of the email address from your Paysafe account and some casinos are so stupid and think it's a number from a bank. I think I had the same case with Neteller a few years ago, I searched in vain for the requested bank number. But at some point I figured out that it must be the ID number from Neteller.
Maybe that's the case for you too ^^
The number provided is definitely a MasterCard number, but I don't know it because I don't use credit cards in general. My number at Paysafe itself is also different, I have never deposited or used a credit card there, I only top up by PIN code or win from other providers.
From my point of view, it's just pure arbitrariness from rootz (wildz) based on my intended complaint to GGL, although this would have nothing to do with blocking just because providers have submitted incorrect data to LUGAS according to GGL.
And this leads to what we call a double identity and therefore the monthly limit can then be exceeded depending on the group, i.e. allocation in LUGAS.
[solved] Account blocked (proof of payment) requested, which does not exist.
10th Jan. 2024, at 09:43 am CET#4
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Wildz was top under the MGA but currently they seem to be little aware of the legal position
I had my account closed there under the MGA license because I didn't want to upload payslips because I didn't want to send such sensitive data into the world and then I created a new account under the DE license because I was actually very satisfied there and every Provider with an MGA license has gradually made the request for documents
Now they seriously still wanted the pay slips they wanted back then under the MGA license
To my answer they had no basis for the data at all because playing under the MGA license was not allowed and you could not request this data with DE license and a request created years ago was 0,0 and I was only told to play there they want the documents
So I deposited nothing there anymore
All this has made me very doubtful and to be honest I also feel unfairly treated due to a completely arbitrary demand without any basis
[solved] Account blocked (proof of payment) requested, which does not exist.
10th Jan. 2024, at 07:41 pm CET#5
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So I received my documents today, there has never been a transaction via Paysafecard with this Provider, only Skrill and Paysafe and even if it were Skril, this number does not exist there either virtually or via Skrill MasterCard
[solved] Account blocked (proof of payment) requested, which does not exist.
23rd Jan. 2024, at 05:45 pm CET#6
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Nobody has liked this post so far
The thread creator informed me that he was finally contacted by Wildz, and it finally turned out that there was a mix-up.
The account has since been unblocked, so the problem should have been resolved.
At the request of the thread creator, I will close the thread.
[solved] Account blocked (proof of payment) requested, which does not exist.
Nobody has liked this post so far
I have complained to the GGL accordingly, due to problems with my identity with the providers (apparently several entries deposited with LUGAS according to GGL) so that, in my view, there is a violation here, against the applicable Player protection, since a maximum of € 1000 per month is permitted across all providers, but this can be exceeded by the aforementioned problem of double entries with LUGAS.
I have also informed the providers accordingly.
A short time later, my account was blocked and I was suddenly asked for proof of payment as shown below, even though all the payment methods I have ever used have been verified with proof.
I am not aware of the method mentioned below.
I am also not a new user there, but have already made countless transactions and gambled away money Lvl 55. So from my point of view it is simply a baseless insinuation and frankly a mess from a licensed Provider to be treated like this.
Instead of finding a solution accordingly.
Your request (3928031) has been updated. To add additional comments, simply reply directly to this email.
Salla
January 8, 2024 at 20:43
Hello XYZ,
We will contact you from Wildz customer support regarding the Verification of your account.
We kindly ask you to upload the following documents to your account under "My Account" > "Verification", or you can send them via email by replying to this message:
Proof of Deposit from account **5182
Proof of deposit showing a deposit to your Wildz account from your online banking service or e-wallet. Depending on the payment method, the transaction may say Wildz or Rootz Ltd.
Please note that we do not accept scanned documents.
If you have any questions about this or anything else, please let us know. We are happy to help!
Yours sincerely,
Salla
Wildz German speaking support
I then asked for more information, as I do not know this account, and was then told that it would be
Extract chat:
Let me check that. One moment please. (translated)
It seems that you have made a depositor or withdrawal request with the account 535585******5182 (translated)
It's a Paysafe account.
It appears to be a bank account number linked to a Paysafe account. (translated)
This is a pure insinuation, as I have not linked a bank account via Paysafe, nor do I use a credit card there, but only a PIN.
So I'm being accused of something that never happened, no questions about the date of payment etc. were answered, neither by email nor chat.
A short time later, I received the following email when I pointed this out again and asked for an excerpt of my account history in accordance with GDPR.
Salla
January 9, 2024 at 22:45
Hello XYZ,
We will contact you from Wildz customer support regarding the verification of your account.
I asked our payment team about this and they said the following document would be better.
We ask you to upload the following documents in your account under "My Account" > "Verification":
Credit card **5182
A clear photo of the front and back of the signed credit card issued in your name.
Please cover:
The card numbers correspond to the following format: 1234 56XX XXXX 6789 (for both the front and back of the card).
The CVC code (3 digits).
Please note that we do not accept scanned documents.
If you have any questions about this or anything else, please let us know. We are happy to help!
Yours sincerely,
Salla
Wildz German speaking support
Wildz does not respond to any of my questions here, nor do they send me any proof or other evidence of the method or payment mentioned.
Also funny: " We ask you to upload the following documents to your account under "My Account" > "Verification":"
Oh what if my account is blocked!!!!
Since GambleJoe, if I remember, has contact persons and also operates affiliates for this provider, I would like to know what this is all about? And I am being accused of something as an authorized operator with a corresponding license!
Last mail was then only see below
Salla
January 10, 2024 at 00:53
Hello XYZ,
We are contacting you from Wildz Customer Service.
I am very sorry that you have had this experience with us.
You can do what you want, because you have a right to do so. This has been noted. Have a nice day!
If you have any further questions, please do not hesitate to contact us. We will be happy to help you!
Yours sincerely,
Salla
Wildz German speaking support
This post has been translated automatically
[solved] Account blocked (proof of payment) requested, which does not exist.
Nobody has liked this post so far
The unknown number should be the account ID number from your Paysafe account, with some casinos the ID number is sent instead of the email address from your Paysafe account and some casinos are so stupid and think it's a number from a bank. I think I had the same case a few years ago with Neteller, I searched in vain for the requested bank number. But at some point I figured out that it must be the ID number from Neteller.
Maybe that's the case for you too ^^
This post has been translated automatically
[solved] Account blocked (proof of payment) requested, which does not exist.
Nobody has liked this post so far
The number provided is definitely a MasterCard number, but I don't know it because I don't use credit cards in general. My number at Paysafe itself is also different, I have never deposited or used a credit card there, I only top up by PIN code or win from other providers.
From my point of view, it's just pure arbitrariness from rootz (wildz) based on my intended complaint to GGL, although this would have nothing to do with blocking just because providers have submitted incorrect data to LUGAS according to GGL.
And this leads to what we call a double identity and therefore the monthly limit can then be exceeded depending on the group, i.e. allocation in LUGAS.
This post has been translated automatically
[solved] Account blocked (proof of payment) requested, which does not exist.
Nobody has liked this post so far
I had my account closed there under the MGA license because I didn't want to upload payslips because I didn't want to send such sensitive data into the world and then I created a new account under the DE license because I was actually very satisfied there and every Provider with an MGA license has gradually made the request for documents
Now they seriously still wanted the pay slips they wanted back then under the MGA license
To my answer they had no basis for the data at all because playing under the MGA license was not allowed and you could not request this data with DE license and a request created years ago was 0,0 and I was only told to play there they want the documents
So I deposited nothing there anymore
All this has made me very doubtful and to be honest I also feel unfairly treated due to a completely arbitrary demand without any basis
This post has been translated automatically
[solved] Account blocked (proof of payment) requested, which does not exist.
Nobody has liked this post so far
This post has been translated automatically
[solved] Account blocked (proof of payment) requested, which does not exist.
Nobody has liked this post so far
The account has since been unblocked, so the problem should have been resolved.
At the request of the thread creator, I will close the thread.
This topic has been closed
This post has been translated automatically