Good morning

I joined Go Wild casino, after reading their reviews and reputation on this site, on the 13th of August, and deposited and lost my first deposit of €300. The same day I got an email asking me to verify my details, so I uploaded my ID, my proof of address, and my proof of bank card. Two days later on the 15th I received the same email again, so I replied asking if they'd received them, but not long after noticed they were all accepted within the cashier.

By this point I'd lost two further €300 deposits. On my fourth deposit however, I won €10,792. I was delighted with this and made the maximum withdrawal of €5000!

On the 16th of August they then requested the following documents

1) Selfie holding my ID and a note with the date on it

2) Selfie holding my address letter with the same date note

3) Selfie holding the front of my card with the date note

4) Selfie holding the back of my card with the date note

I thought this was quite excessive but maybe for my own protection, so I sent all of these in the same day.

On the 18th of August they rejected my address letter selfie on the grounds that it was a different letter. So I retook all of the aforementioned photos and sent them selfies holding all three of the letters I had in the house that met their recently dated criteria.

Then on the 20th of August they replied saying that in order to verify my account I was required to provide notarized proof of ID and proof of address. So I booked the soonest appointment I could get, and on Monday 24th August I got those documents notarized and uploaded my signed ID and signed three proof of addresses.

Then yesterday on the 27th August they responded with another email saying;

''

GOWILD Payments

Thu, 27 Aug, 12:02 (22 hours ago)

to me

Hello Scott,

We would like to inform that our Compliance department has finished reviewing the documents provided and all of them have been approved.

Furthermore, as an online casino operator, we are obligated to know that the source of the funds that you use to play with are legitimate. We take responsible gaming very seriously and aim to protect our players as much as possible.

What we need (any of the following):

A link to an official company website showing you in some employee/employer/executive or ownership capacity

A full copy of your pay slip

Proof of sale of shares

Proof of sale of property or properties

Inheritance (a copy of the executor’s letter showing you as the beneficiary and amount, and a copy of a bank statement showing the funds being received from the executors account)

Dividends or shares from a company (a copy of your dividend certificate, and a copy of a bank statement showing the money being received from the company)

You can send these documents by email or send a photo using your camera phone.'

I'm making this complaint now because I don't think they intend to pay my winnings. I verified myself up on the first day of joining up and having sent selfies, date selfies, and even visited a public notary and paid their fees, they're still dragging out requests for documents one at a time. I think if I send them documentation on my current work and employment they'll just keep finding more and more ways to not pay my winnings.

Thank you in advance for your arbitration, and I hope to hear from you soon.

Best regards

Scott

Dear Scott,

Thank you for submitting your complaint. I'm really sorry about your negative experience. 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. None of the serious casinos takes KYC lightly. It seems that the casino has an unusually strict verification process. Could you please advise if you are able to submit all the documents required from the casino? If you do, I would recommend to cooperate with the casino for now. Your winnings are quite high and that may be the reason of that strict process. Please keep us updated, I hope we will be able to help you with your issue.

Best regards,

Nick

Hi Nick

Thanks for your quick response! I am grateful for your intervention as I'm really concerned that it's going on and on and that there's nothing I can do that is more official than visiting a public notary to confirm my identity.

I'm going to send them additional source of funds documents from their list and I will let you know how I get on.

Hello. They gave me the list from which to send proof of employment, so I gave them a link to my website which very clearly denotes me and my work. However, after another couple of days they've rejected this and said the only thing they'll accept is the last three months bank statements. However I can't do this as my bank account is new, so I've sent them all I have.

It's very clear at this stage that they're going to keep going at this. I can hardly believe they asked me to visit a public notary during a pandemic and that this still wasn't enough.

Dear devscott87,

Does the casino require your old bank statement or the new one? Did you explain them and sent them the details of the new bank account?

I've sent them my first (and only) bank statement from the bank card that I deposited with, and I've explained that it's a new bank account.

You can still try to get a statement from your bank about when did you create your bank account if the casino would have problem with that.

Dear devscott87,

Is there any update regarding your case? Please note, if you will fail to respond to us within next 7 days, your complaint will be rejected.

Best regards,

Nick

Hello. They've responded again refusing my bank statement and saying they need three months history. I don't see the problem as you can clearly see me winning with a different casino and depositing that money to them.

I'm going to send them my tax return in the hope that this settles it, but it's difficult to provide what they ask, since they're not being specific. I've asked them exactly what the problem is, what do they need to see and keep getting vague answers. On multiple occasions they've given me a list of things I can provide, then rejecting them and demanding 3 months statements anyway.

Dear devscott87,

Please let us know if the casino accept your documents. If not, we will try to contact them and ask them to specify the issue with your verification. I'll now extend the timer by 7 days.

Thank you. This morning I've sent them three months statements from my other bank account, invoices from this year, my 2018 tax return and various other proof of incomes. Their most recent email stated:-

'If you could be so kind and supply any of the following documents:

A full copy of your recent pay slip(s)

Any other bank statement for the last 3 months clearly showing the movement of your funds'

Based on that (plus the fact that Covid-19 has temporarily disrupted a lot of my work), I think I've provided more than enough at this stage. I will let you know if they come back to me with even more requests.

Thank you

Dear devscott87,

All I can recommend for now is to send all the required documents and wait. I understand it can seem a lot but it's a common procedure and I can assure you we have seen much strict verification processses since we operate.

Best regards,

Nick

Hello

I've sent them all of the documents that they've asked for yesterday. However if they were being genuine they'd have asked for this all at once. They would not have asked for ID, proof of address, card photos. Then the same but in a selfie format. Then accept those and ask for the same documents but notarized this time. Then accept those and ask for 'source of wealth' for a couple of a deposits. A genuine site does not draw out requests like this.

I fully believe they're going to knock back anything I send them, and that all they've done here is confiscate my winnings in all but name. If this is how they treat anybody who wins then they shouldn't have their good rating on here.

Hello again. Go Wild have today accepted all the invoices, tax returns and proof of income that I've sent. I've re-requested my winnings and I'll post back if they're processed.

Thanks for your arbitration in the meantime!

Dear devscott87,

I'm glad to hear that your case is moving forward. I'll now extend the timer by 7 days till you wait for your winnings. Please let us know when they arrive.

Best regards,

Nick

Hello Nick

I've today received the rest of my winnings, so I'm happy to close the complaint. Thank you very much for your help.

Would advise anyone joining that if you're going to win big, you'll need to provide everything short of a DNA sample to get the winnings! If you're fine with that, I guess they'll pay you eventually.

Cheers

Scott

Dear Scott,

Thank you very much for letting us know that your issue was resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regrads,

Nick

www.kpvfaw.com