Wild.io Casino - Account locked, winnings withheld at Wild.io.

I, am urgently seeking resolution for the locking of my account and the withholding of €1351 in winnings at Wild.io. Despite completing the KYC process and receiving assurances from Wild.io's support team regarding eligibility, my account remains inaccessible, citing alleged violations of terms related to bonus misuse. Notably, Wild.io provided me with a bonus, and after completing the KYC procedure, my winnings were voided.

This action contradicts their terms and conditions, as they should not have offered me promotions if I was ineligible. I request immediate access to my winnings and highlight a discrepancy between provided information and subsequent withdrawal restrictions.

I intend to file a formal complaint with Wild.io's licensing provider and seek assistance in this matter.

Hello linehan2003,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I played on 13 December, I didn't touch the bonus money. They let me go to many verifications.

Make special pictures with holding notes. Which I all did. 9,10,11 January where my last emails the the chat is refering me to the emails but they never respond.

Hello linehan2003,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Sent. Even metioned it's not legal what their doing.

Hello linehan2003 and thank you for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, linehan2003,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Wild.io Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear audience,

We wish to inform you that we are still awaiting the submission of all necessary documents from the user to facilitate the completion of the identity verification process.

@linehan2003 thank you for your understanding and cooperation in this matter.

Regards,

The Wild.io Team

What documents do you need there is no communication from your side and will you pay me the full amount?

Documents were uploaded on the 15th December 2023 before account was disabled.

You had, passport, proof of address and selfie and note with Casino name and the current date on it. The selfie and note was sent to you on the 4th January.

Dear Wild.io Casino team,

Thank you for the update.

Can you please provide the user with more information regarding all the necessary documents he should submit to complete the KYC, and how to proceed?

Did the casino inform him somehow what needs to be done to verify himself? If so, how did the casino inform him about it? Or, should he be able to do everything directly in his casino account?

Assuming he can fully verify himself, are there any other obstacles preventing account unblocking or withdrawal of the disputed winnings? If yes, it would be highly appreciated if you could provide us with more details and supporting evidence, as mentioned in my previous post.

Dear Branislav,

The user has been informed via email regarding the documents required in order proceed with the process.

As soon as the user provides the documents we will be able to move forward with the case and provide further information.

Kind Regards,

The Wild.io Team

Dear Branislav,

An email has been re-sent to the user earlier today at around 10:30 AM UTC, requesting the required documents. Once the user uploads the documents inside the account, we will be able to move forward with the case.

The message has been sent to the email address used to register inside the casino, which does not correspond with the one mentioned above.

Kind Regards,

The Wild.io Team

Great! Thank you for your help and confirmation.

Dear linehan2003,

You filled out the wrong casino account email address upon submitting the complaint. Please, try to recall what email address you used with the disputed casino account, find the last email from the casino with further instructions on how to complete the KYC/verification, follow them and provide the requested, and let us know once you have any news or updates.

Looking forward to hearing from you.

Dear audience,

We have communicated with the user since May 8th, notifying them of the requirement to upload necessary documents within their user profile.

Regrettably, up to the present time, the user has not fulfilled this requirement, hindering progress with the verification process.

We regret to inform you that a resolution cannot be provided until all documents are uploaded within the user profile, as per instructions conveyed through multiple email correspondences.

Kind Regards,

The Wild.io Team

Dear Wild IO,

I have notified you via email that i have no problem to do the selfie and note again despite already doing this in December but you are not answering my questions. Why is there only 144usd in my Casino account?1351 is the balance. You keep replying asking for selfie and avoiding answering my questions. Why is there not 1351 on my balance? I am not going to keep doing a selfie when only my deposit is there. I look forward to your explanation and adding the correct amount to my account and then i will do the selfie again and send it to you.

Dear linehan2003,

However, it does not work like that. The KYC/verification is mandatory, and without finishing it, we cannot move anywhere forward. If it is the main factor for the casino before reviewing your account, it makes no sense for them to perform further investigation on their side if they are not sure about your identity...

So, please follow the casino's instructions, take the necessary steps to complete your verification, in your casino account, and let us know once it is done. Then we can look at the disputed funds and the reason why the casino confiscated them.

Now, let's simplify it a bit.

Are you able and willing to cooperate in resolving your issue (completing the verification is the first important step) or not?

Please note if you do not fully cooperate, the complaint will be closed/rejected.

I forwarded this long time ago. This meet all there requirments they are not responding to it.

Dear audience,

The user has not yet uploaded the document inside the account, as instructed multiple times throughout the verification process.

While the user refuses to cooperate, we are unable to move forward with the verification process.

In order to be able to verify the user's identity, they are required to upload a (new) selfie inside the account, according to the following:

• A selfie, holding up to the camera the ID document with the information clearly visible, along with a note stating: "Wild.io, your signature, and today's date"

Kind Regards,

The Wild.io Team

Thank you for the clarification, the Wild.io Team. That is a pity you did not write it like this right at the beginning.

Dear linehan2003,

I think I already guess what is going on here.

Looking at your picture, I can see a few problems there:

• It is not an original photo but a screenshot of a photo (even if you provided an original photo before, it does not change the situation, and if the casino has doubts about your identity, you will have to provide them with the requested)
• Your ID is unclear/blurry after zooming in on the picture, and not readable at all
• The main problem - you are still trying to provide it in a different way to the casino, instead of simply following their instructions (which were probably given to you several times) and doing it inside your casino account

So, let's not drag the process out unnecessarily and simplify it a bit now.

Are you please able and willing to cooperate, and follow the casino's instructions? Can you upload the necessary documents/photo(s) inside your casino account?

Feel free to let us know when you upload the requested and have results from the casino.

Please note if you fail to cooperate in resolving your issue (and there is very likely no other way to proceed), the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Yes so ok could you clarify what I get out of it. maybe wild.io can say something about this.

Ignoring me till the point they have to respond dragging this out till the end.

I will try to make this picture. You know these picture are not easy to make. " To blurry" camera has a focus point.

So could we please admit that I will get paid when I do all my documents again!

Everything was explained above, and you are the only one who is dragging out the process. So, no one will admit anything until you follow the casino's instructions and until the casino accepts your documents and verifies your identity. Players do this regularly, and they do not have any problems with that.

Now I will repeat the most important part of my last post and provide you with 7 days to do the necessary. Please note this is the last warning, and if you either do not follow the casino's instructions or provide us with irrelevant information again, the complaint will be closed/rejected.

"Are you please able and willing to cooperate, and follow the casino's instructions? Can you upload the necessary documents/photo(s) inside your casino account?

Feel free to let us know when you upload the requested and have results from the casino.

Please note if you fail to cooperate in resolving your issue (and there is very likely no other way to proceed), the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you."

Greetings all,

Based on the reasons stated above, we are rejecting this complaint.

If the complainant is not satisfied with the complaint solution, I recommend he consult the gambling authority that the casino is regulated by or submit a complaint to them. In case of any questions, my email is branislav.b@casino.guru.

The player can reopen this complaint anytime, but it will not be possible without the requested details.

Thank you very much, Wild.io Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru