Wheelz Casino - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

Good day!

Ive been playing online through several providers for a few years, and have never had issues when it comes to payment.

I have made some withdrawals previously through the Wheelz platform, however, I have recently won an amount of $10000 and have attempted to withdraw this. As to be expected, I have been requested to provide documents to align with KYC, and it seems that each and every time I do provide what is required, they will ask me for something else or ask me again for the same thing.

I have several bank accounts in my own name, and usually transfer from my credit card/ cheque account into a savings account, whereby I do online payments to play from this account.

I was asked to provide proof of the card used, last 4 digits and first 6, and back with my signature. I sent this, and I did block out some other parts of the card due to a potential safety risk. New Zealand banks have a access number printed on the card which enables anyone to access my internet banking or obtain my information, so for this reason I blocked this part on the back as well as the front. The card clearly has my name on it, however, they’ve now advised me they want a letter from the bank confirming such.

The card clearly says my name on, I’ve provided proof of a screen shot of the transactions out of my internet banking for this savings account - and yet they’ve still said they’re unable to authenticate me. I’ve complied with every other request including authenticated in all other casinos in the group that I’ve ever played on even once, and those I’ve not won on. I’ve also provided proof of Skrill which I didn’t use for a long time, proof of address and bank account.

I am growing increasingly concerned due to the reviews I can see on this web site, as it seems others also have had issues with the KYC when it comes to a large amount due. I am not entirely sure what else they expect from me, especially without me wanting to open myself up to risk of potential fraud. You would think that the name on the card and the required numbers is enough proof, yet they’ve still now asking me for a letter from the bank for title deed or proof.

Please advise what else I can do, as this is a large amount of money due to me, and it seems I’m having a lot of difficulty in getting my payout finalised

Dear LadyplayerNZ,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear LadyplayerNZ,

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.

This was resolved and it was paid to me. Thanks team!

Dear LadyplayerNZ, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru