WildFortune.io Casino - O jogador afirma que o seu pagamento foi atrasado.

I would like to file a complaint against the online casino WildFortune.io.

I played there without a bonus and wanted to withdraw my winnings of €100. I uploaded all the necessary verification documents (ID, address, proof of payment) correctly, clearly, and in good quality several times via the customer portal. Nevertheless, support repeatedly fobbed me off. Sometimes they said the documents were blurry or incorrect, even though they were perfectly legible. I submitted them over five times in total, including screenshots via live chat, but I didn't receive any clear feedback as to what exactly was wrong.

In addition, the support team initially gave me an incorrect email address ( [email protected]

Ich möchte hiermit eine Beschwerde gegen das Online-Casino WildFortune.io einreichen.

Ich habe dort ohne Bonus gespielt und mir einen Gewinn von 100 € auszahlen lassen wollen. Bereits mehrfach habe ich alle notwendigen Verifizierungsdokumente (Ausweis, Adresse, Zahlungsnachweis) korrekt, deutlich und in guter Qualität über das Kundenportal hochgeladen. Trotzdem wurde ich vom Support immer wieder vertröstet. Mal hieß es, die Dokumente seien unscharf oder fehlerhaft, obwohl sie völlig lesbar waren. Ich habe sie insgesamt über 5-mal eingesendet, auch Screenshots über den Live-Chat, aber es kam keine klare Rückmeldung, was genau nicht stimme.

Zudem wurde mir vom Support zuerst eine falsche E-Mail-Adresse genannt ([email protected]

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear Samir91,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Samir91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru