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Wild Fortune - Not able to withdraw winnings.

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Wild Fortune Casino Review.

Player's Complaint

Hi. So I recently signed up with this casino. Last night I chose to withdraw $200 of my winnings. This morning I received an email saying that my request is denied because they want a photo of the cards from all the banks I have used to deposit with them, my photo ID, and proof of address. First of all, what does that have to do with anything since I have already deposited with them and they never asked for any of those things? However, I send them what they asked for and they denied to pay me again after I had sent them everything they needed because apparently, I have to cover some of the numbers on the card. All I want is to receive my money just like they took my money instantly from my account and never asked for anything.

The second problem:

I deposited CAD $100 two nights ago and the card I used is on one of my banks which put a hold on that transfer just because it was an online purchase at 5am so they were making sure everything was alright. However, 15min after the attempt the casino discarded that deposit as invalid. Yesterday the bank released that hold and processes the payment, however, the casino chat support tell me that they can't do anything about it and they can't know for sure that the money has been deposited. I provided them with a reference number that they sned for each deposit that it reflects on my bank account but it doesn't seem that they even care about that.

So this is it, I am in a situation where I don't know if I should get a lawyer or what. Besides the issue with gambling, these people have made these last two days a living hell. I have enough issues with these casinos taking me already, and now this is just too much.

Please give me at least some advice on how to proceed with this. Should I get a lawyer or what should I do.

Read the casino review

4 Responses

User icon
thepogg
February 5, 2022

Hi Bittersweet - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

The operator is legally required to verify both your identity and the authenticity of the ownership of the funds before issuing payments. You will need to comply with the verification process before you will receive any withdrawals.

With regard to the missing deposit - this should be returned to your bank. If you have not received this within 14 days let us know and we will contact the operator on your behalf.

Thanks,

ThePOGG

User icon
thepogg
February 19, 2022

Hi Bittersweet,

Have you received your refund?

Thanks,

ThePOGG

User icon
thepogg
February 26, 2022

Hi Bittersweet,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
March 5, 2022

Hi Bittersweet,

If we haven't heard from you by Friday the 19th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Bittersweet consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Wild Fortune
  • Malta Gaming Authority
  • N1 Interactive Ltd

February 4, 2022

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