Disappointing experience: Casino refuses verification and withholds funds
I am sharing my experience to warn other users about a rigid policy regarding player funds at WildRoll. Shortly after a mistake was made during the KYC 1 process, I proactively contacted customer support to correct my data. I explicitly requested to update my information and offered to undergo a full, enhanced verification (KYC Level 2) multiple times.
To my surprise, the support team stated that correcting data is "impossible" and refused to allow me to verify my identity, despite my readiness to provide a government-issued ID and a selfie to prove I am a real person of legal age (18+).
As it stands, the casino has blocked my account and is withholding all funds. I believe a fair resolution would be for the company to either:
Allow me to complete the full KYC process and, upon successful verification, restore my access to the balance including winnings.
Or, at the very least, act according to international AML standards and return my initial deposit to my personal wallet.
Withholding personal deposits when a player is actively seeking to verify their identity is not a standard industry practice. I am still open to cooperation and ready to provide all necessary documents to the security department to resolve this.
Réponse : Wildroll
Thank you for your review. In the interest of transparency, we would like to provide an accurate account of what occurred.
Our records show that the personal information provided at KYC Level 1 did not accurately reflect your true identity.
We want to be clear: this was not a matter of a minor typo or an isolated mistake that we would simply correct, and which we would happily do in good faith. The data submitted was comprehensively and entirely inaccurate, constituting a deliberate misrepresentation of identity. Under Section 5.3 of our Terms & Conditions, customers are required to provide accurate information, and Section 19.3 explicitly identifies creating an account under false or fraudulent pretences as Prohibited Behaviour.
When you attempted to complete KYC Level 2 verification, you were unable to provide documents matching the data on file. The issue was not that we refused verification; it was that no legitimate verification was possible given the inaccurate data provided.
Per Sections 6.3 and 16 of our Terms, we reserve the right to withhold funds where an account is found non-compliant, and to pursue further sanctions where fraud or dishonesty is suspected. Our position in this case is final.
We encourage all prospective customers to register accurately and review our Terms & Conditions and KYC Policy before creating an account.
