Wild.io Casino - Ο παίκτης αντιμετωπίζει αντιεπαγγελματική διαδικασία KYC και ζητήματα λογαριασμού.

I have been in discussions with the support team of this casino site for several weeks.

I provided all the documents requested for the KYC verification, but then they asked for an additional verification call via Skype.

After several exchanges, I agreed to this request, but it was specified that the method would be a call through Skype.

During the call, they explained in my native language the terms of service justifying the need for this process, and I agreed to it as a prerequisite for withdrawal.

During the first Skype call, the other party was six minutes late and contacted me for the first time at 17:21, despite having been given my Skype ID in advance.

I was kept waiting due to their unprofessional conduct, causing the first verification attempt to go unused.

Despite my agreeing to the second verification attempt, they didn’t show up.

Today, a third verification was scheduled, but they suddenly changed the procedure to a video verification, which was not previously mentioned.

This series of events has made me distrust them. During today's verification, they insisted on a video call, which wasn’t mentioned in any prior email correspondence.

However, I was pressured due to time constraints and the potential forfeiture of my balance. I was forced into an unexpected KYC process that differed from the initial description.

I asked for clarification on this, but they deceptively cited term 13.4 as if it had been communicated.

During today’s video verification, they also mentioned the clause:

【Please note that providing false/inaccurate/misleading information during this process will result in immediate account termination】

This was explained suddenly as well.

I requested verification in my native language and references to the terms of service, but I was never informed that English would be prioritized, which put me at a disadvantage as I’m not proficient in English. This was communicated to them beforehand.

Their approach to KYC verification, both call and video, has been consistently lacking integrity. I stipulated that I would accept video verification if they apologized for their shortcomings.

Nevertheless, they failed to apologize, instead alleging that I refused the KYC process, thus closing the verification and confiscating my funds.

Although they presented term 13.1 in an email, I was never shown 13.4.

This indicates that they deliberately withheld information about the psychological burden from Skype call to video verification.

Simply undergoing video verification didn’t seem feasible to me.

From rejecting native language verification, last-minute shifts from call to video, missing advance notifications, to threats of account closure without presenting term 13.4, my inquiries went unanswered.

I believe that this might be a violation of the customer privacy policy set out by the company, Nonce Gaming B.V.

While imposing the strict condition of immediate account termination for any deviation from the truth, they did not offer any apology for their misleading explanations.

I want to seek this arbitration site's assistance to receive a formal apology for their untrustworthy conduct.

I have kept all records of the incidents and would like to request Casino Guru's judgment after verification.

I don’t refuse KYC verification; my anger is directed at the support team’s lack of sincerity.

This explanation was lengthy, but your support would be greatly appreciated.

こちらのカジノサイトのサポートと数週間に及ぶやり取りを行いました。

KYC検証で要求された書類を全て提供しましたが、追加でスカイプによる通話の検証を求められました。

何度かのやり取りを経てこの説明に同意を示しましたが、その説明はSkypeでの通話です。

通話の際には母国語での回答や、私が応じる理由が存在する利用規約の説明を受け、出金するためにも同意した経緯です。

それから1回目のSkype通話では相手方が6分遅刻をされた上に、事前にSkypeIDを提供していたにも関わらず、当日の17:21に初めてコンタクトが届きました。

その間私はずっと待機しておりましたが、彼らの非常識な対応によって1回目の検証は流れました。

その後、2回目の検証予定を私は同意したにも関わらず、当日検証に彼らは来ませんでした。

そして本日3度目の検証を組むことになりましたが、この際に彼らは事前説明とは異なるビデオ検証を急遽持ち出されています。

私はこの一連の経緯に彼らに対して不信感を抱き、本日の検証では通話の予定であり、カメラを起動するビデオ検証という説明は、それまでのメールのやりとりを全て遡っても記載されてない旨の説明をしました。

しかし、時間が押していること、私の残高が没収される危険性を押し出され、事前の説明と異なるKYC検証に応じるよう圧力を受けていました。

私はメールにその説明があったのかどうかを問い合わせしますが、彼らは利用規約13.4を推し進めて、あたかもメールでもその回答があったかのように錯誤させています。

彼らは本日のビデオ検証に置いても

【このプロセス中に虚偽/不正確/誤解を招く情報を提供すると、アカウントが即座に終了することに注意してください】

この一文を急遽説明されました。

私は母国語での通話検証も利用規約を示すよう伝えましたが、英語での通話が優先されるという説明も一度も受けておらず、英語は苦手で私に不利に働く可能性があることも事前に説明しています。

KYCの通話、ビデオ検証において彼らの対応には一貫して誠実性がなく、それだけではありません。私は彼らの不備を謝罪してくれればビデオ検証を受けるという説明をしました。

にも関わらず彼らは自分たちの不備を一度謝罪せずに、KYCプロセスを私が拒否したといい、検証を終了し私のお金を没収した次第です。

この問題に置いては利用規約13.1をメールで提示されておりましたが、13..4は一度も提示を受けておりません。

このことからも彼らはスカイプの通話→ビデオという心理的な負担を意図的に伏せていたことが明らかとなります。

これは単純にビデオ検証を受ければいい問題だとは私にはどうしても思えませんでした。

母国語での検証拒否から始まり、通話→ビデオの当日の切り替わり、根拠を事前に提示していたかを質問をしても、同意しなければアカウント閉鎖、13.4を提示してたかを最後まで回答されませんでした。

これはNonce Gaming B.V.という会社が示している顧客のプライバシーポリシーに違反しているのではないかと考えております。

彼らは本日持ち出した

【このプロセス中に虚偽/不正確/誤解を招く】

この一文に触れればアカウントを即座に閉鎖するという厳しい条件を提示しておきながら、自分たちの不正確、誤解を招く説明には何一つ謝罪をしておりません。

私がこちらの仲裁サイトへ協力していただきたいのは、彼らの不誠実な対応に関する正式な謝罪です。

一連の経緯を全て保存しておりますので、それらを確認していただいた上でカジノグルの判断を仰ぎたいです。

私はKYC検証を拒否しているのではなく、サポートの不誠実な対応に憤りを感じています。

長くなりましたがお力添えをよろしくお願いします。

Dear monyfry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. It's also important to note the common practice for the Skype call to mean a video verification call.

• Was your first verification call, not a video call? In what language was your call?
• What information about the verification call was shared with you in advance?
• Do I understand correctly the casino refused to schedule a 4th call?
• Which documents did you submit to the casino before any call was scheduled?
• You can share supporting evidence in the thread in the form of screenshots or send it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have emailed you a screenshot of all the conversations we have had so far.

Please check.

これまでのやり取りを全てスクリーンショットでまとめたのをメールに送信しました。

ご確認お願いします。