Wild.io Casino - Igrački nalog je zatvoren bez razloga.

a few days ago, I posted a review on Trustpilot about Wild.io Casino. At that time, I mentioned that they were unable to verify my account and had requested a video verification call through Microsoft Teams,Two days ago, I attended the video verification call and provided every document they asked for. It has now been two days, and I still haven't received any update. My account has been suspended for almost 20 days, and I haven't been able to play any games.

I've also been emailing them, but they don't reply to any of my emails or restore access to my account. This has been a very disappointing experience with this casino. My entire deposit is stuck, and I haven't been able to use my account. Now they permanently ban my account and they call i create duplicate account or money laundering or scamer, i never break any law, every documents i am provide successfully, but still they call iam scammer,money laundering, duplicated account etc, but iam still 1000% sure iam never break any terms and conditions, so my suggest please Avoid this crypto casino, iam not scammer but 100% they Are, my All balance are gone

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

I can't exactly remember but i am almost 8-9 month old in this casino site, one day i am buying wild lottery ticket by wild points, and iam wining 70$ this lottery ticket, then iam playing slot game this balance and lost everything, next day they give me cashback 0.40$ iam again playing this balance in slot game and reach 41$, then i try to withdraw this balance, but they rejected my withdrawl request, After that, they told me that I needed to make a small deposit before I could submit a minimum withdrawal request. So I deposited around $6. When I tried to withdraw again, they said the deposit requirement had still not been met and that I needed to deposit at least $10. I replied that I would do it later. In the meantime, I started playing again.

While playing, I wanted to play games from a provider called Tada Gaming, but that provider is not supported in my country. So I turned on a VPN and accessed the provider through it. Suddenly, I saw a message saying that my account had been temporarily suspended.

After that, I contacted their customer support, and they told me that I had to complete KYC verification. The KYC process ended up taking about 20 days. They said I had to attend a video verification call through Microsoft Teams. I fully cooperated—I joined the video call, spoke with their verification team, and submitted all of my required documents.

Then, out of nowhere, they claimed that I might be a scammer or involved in money laundering, and that my account might be a duplicate account. However, none of that is true. I have never been involved in any such activity. This is my only account, and it is a legitimate, fair account. After making those accusations, they stopped replying to my emails altogether.

Dear Rickto,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Rickto,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Wild.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Wild.io Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru.

Thank you in advance for providing the information. Kind regards, Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jana,

Please accept our apologies for the belated reply.

Following a review of the account activity, we found that the account was linked to another Wild.io account through shared access indicators. As a result, the account was found to be in breach of the following provisions of the Terms and Conditions:

* Clause 8.1: Each player may create only one (1) personal account.

* Clause 8.2: Creating multiple Player Accounts by a single player may lead to the termination of all such accounts.

* Clause 8.3: Only one account may be opened per person, IP address, physical address, device, and payment wallet. A violation of this rule may result in the account being blocked and the active balance confiscated.

The full terms are available here: https://wild.io/terms

Based on the findings of the investigation, the account was blocked in accordance with the Terms and Conditions. 

Further information will shortly be provided via email.

Kind regards,

The Wild.io Team

Dear Wild.io Casino,

I would greatly appreciate it if you could provide relevant evidence, such as screenshots or the results of your internal audit, to jana.k@casino.guru. This will enable us to conduct a more thorough investigation and assess your findings. Thank you for your ongoing support in this matter.

Dear Wild.io casino,Jana,

As far as I remember, I do not have any other Wild.io account. I recently bought a new phone because my previous phone was damaged. I simply logged into my existing Wild.io account on my new phone.

Is logging into my own account from a new phone considered a violation? How else was I supposed to access my account without logging in on my new device?

Also, if, as you claim, I had created a duplicate account, why wasn't my account blocked at that time? Why did you wait until after I made a deposit and won money before blocking it?

From my point of view, your actions are unfair and make it appear that you are scammers. If you truly have evidence that I violated your Terms and Conditions, then provide that evidence instead of making unsupported accusations.

Dear Jana,

We have provided additional information via email for your review.

We look forward to your feedback.

Kind regards,

Wild.io Team

Dear Rickto,

After carefully reviewing the findings and the evidence provided by the casino, we have concluded that there was a breach of the applicable Terms and Conditions. Consequently, we regret to inform you that the decision to close your account has been upheld. I must also inform you that I am unable to accept your complaint at this time. I sincerely apologize for any inconvenience this may cause. Please know that if you experience any issues in the future, we are here to assist you.

Best regards,

Jana