Wild.io Casino - Povlačenje igrača je odloženo zbog KYC procesa.

Wild io do you pay or respond/Communicate to you.

I played and was lucky to win 1479usd on the 23rd of Jan but impossible to get it from the Casino. Chat say they cannot help and i must wait for a response from security dep.

I played using crypto on the 23rd Jan. I made a 300€ deposit and got the same bonus and won. I then upload KYC on my account balance and made a full balance withdraw back to my Crypto address.

No payment received but i did get an email on the 2nd of feb asking for more verification which i did that same day as below.

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"

The following day the Casino ask for more verification again being a video call via microsoft teams. Since then they stop replying. Will not confirm a video call when i ask for a day and time. Do you respond at all so they have my money. Chat wont help and emails are ignored.

My account is also disabled. First they ask for video call then later it changed to my withdraw declined because account is under review so who knows!Nothing from them since February.

Hi there,

We wanted to inform you that your recent cashout request was canceled because your account is currently undergoing a KYC (Know Your Customer) review.

Our Security Team is actively working on this review, and as soon as it’s completed, they will notify you via email.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What games did you play while your bonus was active?
• When was the last time the casino communicated with you regarding the review of your account?

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

Best regards

Veronika

Good Morning,

I am not able to send you any screenshots from my account sorry as my account is disabled. 20th February was the last email from the Wild io Casino. Not replied to nothing since.Slot play.

Thank you for reaching out to us .

We wanted to inform you that your recent cashout request was canceled because your account is currently undergoing a KYC (Know Your Customer) review.

Our Security Team is actively working on this review, and as soon as it’s completed, they will notify you via email.

We appreciate your understanding and patience during this process. If you have any questions or need further assistance in the meantime, please don’t hesitate to reach out to them at security@wild.io

Please forward all emails between you and the casino’s customer support regarding the verification of your account to veronika.f@casino.guru. Kindly include the documents you submitted to the casino for the KYC process as well.

• Also, what games did you play while your bonus was active?

Hello Veronika,

Thank you for your help. I have emailed now to you what i uploaded.

Marta

Dear ItaMarta

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,

Veronika

Dear ItaMarta,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wild.io Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The delay in the procedure was caused by the fact that we have not yet been able to complete the video verification call, as we did not receive the emails the user claims to have sent regarding the scheduling of the call.

Once the video verification process is successfully completed, we will be able to proceed further with the review of the case.

Kind regards,

Wild.io Team

Dear ItaMarta,

I hope this message finds you well. I wanted to bring to your attention the message from the casino above. To move forward with the verification process, could you kindly provide the casino with the correct email address? This will enable them to verify your information through the verification call. Please keep me updated once you have done this. Thank you for your continued support and cooperation.

Dear Wild.io Casino,

As referenced in the previous message, the player has provided an email address. I kindly request that you reach out to the player via email to schedule a verification call at a time that is convenient for her. The player has indicated that she works during certain hours. Thank you for your continued support and assistance.

Dear Jana,

Thank you for your message.

We would like to inform you that we have sent the player another email today regarding the verification call. We kindly asked her to reply to that email with her availability so that we can schedule the call at a convenient time for her.

We will proceed further once we receive her response.

Kind regards,

Dear Wild.io Casino,

Thank you for your message.

Dear ItaMarta,

I would sincerely appreciate it if you could check your email for the message from the casino. Additionally, please inform the casino about your availability for the verification call. I would be grateful if you could inform me once your verification call has been completed. Thank you for your continued support and assistance.

Dear Wild io,

Are you not getting my emails with my availability? I emailed you last week no reply and you email me again today asking the same thing. As i said Wednesday or Thursday the same time is ok this week.

Dear ItaMarta,

Our team has not received any email from your side regarding the scheduling of the call.

However, as you have also replied here and confirmed your availability, the video verification call has now been scheduled for 27th of May at 10:35 AM UTC.

Kind regards,

Wild.io Team

Dear Wild.io Casino,

I hope this message finds you well. I would greatly appreciate it if you could please provide an update on the outcome of the verification call at your earliest convenience. Thank you for your continued support and assistance.

I have only just seen this so its too short notice. It will have to be friday now the same time. Is this ok?You need to respond to me quickly as i work and have to fit everything around it.

Dear ItaMarta,

Our team has rescheduled the call for Friday, May 29th, from 10:35 AM UTC.

Kind regards,

Wild.io Team

Perfect, thank you.

I did the call. Nothing back from Wild io

Dear audience,

We would like to confirm that the video verification call has now been completed. Our team has reviewed the outcome and will return with an official resolution.

Dear Jana,

Before we provide our final resolution, our team has sent an email containing further information regarding the case.

Kind regards,

Wild.io Team

Update?

Dear Wild.io Casino,

I hope this message finds you well. I wanted to follow up as I have not yet received any email with further information regarding this case. If possible, could you please resend the details to jana.k@casino.guru? Your assistance in this matter is greatly appreciated, and I thank you for your help.

Dear Jana,

We would like to apologize for the delay in getting back to you.

Our team has now sent a new email containing additional information regarding the case.

Thank you for your patience and understanding.

Kind regards,

Wild.io Team

Why am i being kept in the dark like this?

Hello there,

We have since replied to them once more and updated the official complaint thread.

Further communication will be done only through the official thread.

Wild io

Dear ItaMarta,

I kindly ask for your patience as we continue our investigation. Please rest assured that we will keep you informed of any updates. Thank you for your understanding and continued support.

Hello ItaMarta,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ItaMarta,

I hope this message finds you well. I wanted to update you that I am still in communication with the casino through our email correspondence. I kindly ask for your continued patience during this process. Thank you for your ongoing support and assistance; it is truly appreciated.

Thank you Jana,