Topic created on 31st Jul. 2019 | Page: 22 of 36 | Answers: 359 | Views: 338,460
Notice:
Someone can expect longer processing times at Wildz Casino for the moments. Wildz endeavors to process all verifications/withdrawals as quickly as possible. Please refrain from contacting Caro or Julian within the first 3-4 business days (Mon-Fri) waiting time after requesting a withdrawal.
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Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 02:59 pm CET#211
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Hello everyone,
wanted to share my experience with Wildz Casino with you today. 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])
5.24 - Wildz will perform further verification processes once the payout equals the equivalent of at least 3,000 EUR. It still reserves the right to perform these verification processes even for lower payouts.
In addition, under 7.8 it says the following:
7.8 - Wildz's payments and fraud team will perform additional verification processes on any withdrawal exceeding the value of 1,000 EUR, or accrued wins exceeding 2,000 EUR (or their equivalent in other currencies), calculated either on a daily basis, taking into account all deposits made by a customer since the conclusion of the contract, or based on rolling periods of 180 days. We further reserve the right to perform such verification processes even in the case of smaller withdrawals. These verifications may include, but are not limited to, copies of the player's passport, national identification documents, incidental expense statements and/or copies of the credit/debit card used to make the deposits. To the extent possible, all identifying documents should include a clear photograph of the registered customer
So I searched my profile at 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 don't see the documents, 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 withdrawal. 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 performs 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???
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 03:08 pm CET#212
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Liked this post: Anonym
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.
I am puking in the beam. 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 this???
PS 14:59: Copied here after instruction from Mod.
I'll ask the manager about this and get back to you via Communicator.
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 03:21 pm CET#213
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What did you black out in the bank data? I assume the money in and out, right? Because that is none of their business
I have so far always taken an account statement and there blackened everything except for the data of me. The statement was already accepted by 5 casinos
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 03:40 pm CET#214
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mk5jas wrote on 11/27/2019 at 3:21pm: What did you have redacted from the bank details? I assume the money in and out, right? Because that's none of their business
I have so far always taken an account statement and there blackened everything except for the data of me. The statement was already accepted by 5 casinos
I always use a screenshot of the account master data. Has always been enough.
Maybe this is but also somehow related to the credit card!? Once with Trustly or KlarnaDeposit also goes. Since get the yes already everything they want to know, more than they should, but well...
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 03:42 pm CET#215
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This whole veriefiezireung is such a mess
You can Deposit without end but must veriefiezieren when you pay out a few euros
Because of this veriezierung I never sign up in new casinos
They always make stress you do not recognize date a small corner is not in the picture blah blah blah
This post has been translated automatically
Anonym
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Former Member
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 04:10 pm CET#216
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mk5jas wrote on 11/27/2019 at 3:21 pm: What did you have redacted from the bank details? I assume the money in and out, right? Because that's none of their business
I have so far always taken an account statement and there blackened everything except for the data of me. The statement was already accepted by 5 casinos
Exactly, account balance was blacked out. As another user here has described - I have made a screenshot of the account master data
Am curious how it continues - I'm also not here about the duration to the final payout. Didn't want to exert pressure with the experience report so that the payout is completed faster. Obviously, in retrospect, I'm glad for any help
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 04:26 pm CET#217
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Hello traxtor, or should I say Alexander,
first of all welcome here in the forum. So a detailed report we have here rarely, thank you for the fact that you have made the effort to present everything here. I think that is a strong piece what the pull off, as you can see once again even in a seemingly reputable casino is still the rule: Deposit you can as much and as you want, but when it comes to the payout then it will be difficult.
Anyway, Julian is on the matter, and that's good.
Congratulations on your nice win and all the best for the payout.
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 04:27 pm CET#218
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traxor wrote on 11/27/2019 at 4:10 pm
Exactly, account balance has been blacked out. As another user described here - I took a screenshot of the account master data
Am curious how it continues - I am also not concerned here with the duration until the final payout. Didn't want to exert pressure with the experience report so that the payout is completed faster. Obviously, in retrospect, I'm glad for any help.
https://www.wildz.com/de/faq/wie-verifizieren/
Next time always once through the FAQ. Even if the chat says no, that's where they usually hide the info
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 05:07 pm CET#219
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MarcT22186 wrote on 11/27/2019 4:27 PM
https://www.wildz.com/de/faq/wie-verifizieren/
Next time always once through the FAQ. Even if the chat says no, that's where they usually hide the info.
In just about every AGB is in it that they can demand anything. Wildz is a good cautionary example. Read what's in there. They all secure themselves well with a passage ala it can be required at any time "other" documents. That can be simply everything. Fortunately, they have only required normal data from me so far. The casinos use this simply too much and very often only because they know exactly that many gamble away their win while waiting again. I think each of us has his documents ready lying that have already been used elsewhere and then hears in the next casino "sorry the document xy has not been accepted". This is stalling and nothing else and I have experienced this myself
Experience with Wildz - new online casino on GambleJoe
27th Nov. 2019, at 05:20 pm CET#220
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mk5jas wrote at 17:07 on 27 Nov 2019
In pretty much every T&C it says that they can charge whatever they want. Wildz is a good example. Read what it says. They all secure themselves well with a passage ala it can be required at any time "other" documents. That can be simply everything. Fortunately, they have only required normal data from me so far. The casinos use this simply too much and very often only because they know exactly that many gamble away their win while waiting again. I think each of us has his documents ready lying that have already been used elsewhere and then hears in the next casino "sorry the document xy has not been accepted". This is stalling and nothing else and I have experienced this myself
Fortunately, I have not yet, of course, it is often stalling, but you can also do something about it.
The cooldown is not for free and it can be very helpful against gambling.
I wanted to say with the FAQ also only that, unlike many chats claim it, a Verification by mail is always possible.
If traxor had seen this before, he could have saved himself at least the 9 days of idle time
Oh and with the KYC procedure you can ask for anything, but also only once, except you change a payment method
If the things from the FAQ are already once through, what they can delay the longest is already once through
Someone can expect longer processing times at Wildz Casino for the moments. Wildz endeavors to process all verifications/withdrawals as quickly as possible.
Please refrain from contacting Caro or Julian within the first 3-4 business days (Mon-Fri) waiting time after requesting a withdrawal.
Experience with Wildz - new online casino on GambleJoe
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wanted to share my experience with Wildz Casino with you today. 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
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])
5.24 - Wildz will perform further verification processes once the payout equals the equivalent of at least 3,000 EUR. It still reserves the right to perform these verification processes even for lower payouts.
In addition, under 7.8 it says the following:
7.8 - Wildz's payments and fraud team will perform additional verification processes on any withdrawal exceeding the value of 1,000 EUR, or accrued wins exceeding 2,000 EUR (or their equivalent in other currencies), calculated either on a daily basis, taking into account all deposits made by a customer since the conclusion of the contract, or based on rolling periods of 180 days. We further reserve the right to perform such verification processes even in the case of smaller withdrawals. These verifications may include, but are not limited to, copies of the player's passport, national identification documents, incidental expense statements and/or copies of the credit/debit card used to make the deposits. To the extent possible, all identifying documents should include a clear photograph of the registered customer
So I searched my profile at 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 don't see the documents, 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 withdrawal. 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 performs 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
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Experience with Wildz - new online casino on GambleJoe
Liked this post: Anonym
I'll ask the manager about this and get back to you via Communicator.
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
I have so far always taken an account statement and there blackened everything except for the data of me. The statement was already accepted by 5 casinos
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
I always use a screenshot of the account master data. Has always been enough.
Maybe this is but also somehow related to the credit card!? Once with Trustly or Klarna Deposit also goes. Since get the yes already everything they want to know, more than they should, but well...
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
You can Deposit without end but must veriefiezieren when you pay out a few euros
Because of this veriezierung I never sign up in new casinos
They always make stress you do not recognize date a small corner is not in the picture blah blah blah
This post has been translated automatically
Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
Exactly, account balance was blacked out. As another user here has described - I have made a screenshot of the account master data
Am curious how it continues - I'm also not here about the duration to the final payout. Didn't want to exert pressure with the experience report so that the payout is completed faster. Obviously, in retrospect, I'm glad for any help
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
first of all welcome here in the forum. So a detailed report we have here rarely, thank you for the fact that you have made the effort to present everything here. I think that is a strong piece what the pull off, as you can see once again even in a seemingly reputable casino is still the rule: Deposit you can as much and as you want, but when it comes to the payout then it will be difficult.
Anyway, Julian is on the matter, and that's good.
Congratulations on your nice win and all the best for the payout.
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
https://www.wildz.com/de/faq/wie-verifizieren/
Next time always once through the FAQ. Even if the chat says no, that's where they usually hide the info
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
In just about every AGB is in it that they can demand anything. Wildz is a good cautionary example. Read what's in there. They all secure themselves well with a passage ala it can be required at any time "other" documents. That can be simply everything. Fortunately, they have only required normal data from me so far. The casinos use this simply too much and very often only because they know exactly that many gamble away their win while waiting again. I think each of us has his documents ready lying that have already been used elsewhere and then hears in the next casino "sorry the document xy has not been accepted". This is stalling and nothing else and I have experienced this myself
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Experience with Wildz - new online casino on GambleJoe
Nobody has liked this post so far
Fortunately, I have not yet, of course, it is often stalling, but you can also do something about it.
The cooldown is not for free and it can be very helpful against gambling.
I wanted to say with the FAQ also only that, unlike many chats claim it, a Verification by mail is always possible.
If traxor had seen this before, he could have saved himself at least the 9 days of idle time
Oh and with the KYC procedure you can ask for anything, but also only once, except you change a payment method
If the things from the FAQ are already once through, what they can delay the longest is already once through
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