Wild.io Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Wild io closed account without any justification and confiscated 3849usd approx that i won even after completing numerous verification checks!.

17th Jan i made a 300€ deposit to this Casino and they give me 300€ bonus. I won but the Casino will not give money to me or tell me what i have supposed to have done wrong playing.

I uploaded a standard kyc on my casino account and withdrawn the full amount i won back to the same deposit method being crypto. The Casino started off to be responsive at first and asked me for extra verification being id again, proof of address again and also a selfie with a piece of paper dated and signed. All uploaded.

Wild io then disable my account then ask me for a video call. I requested Friday the 10th April but they did not reply until that day so the call was done on the monday.

After the Casino did not communicate with me and not replying to emails until the 22nd April with the below email. No actual reason behind anything and just take money like that.

I have asked to look into this as i believe this is a mistake or that they specifically should outline what term i have broken as i do not think this is correct but they not respond. This to me is a generic email that is not specifically typed to me as a player.

Hello,

We regret to inform you that your account on our platform has been permanently closed and all associated funds have been declared void.

As outlined in Clause 8.2 of our General Terms, creating multiple accounts is strictly prohibited. This clause states that if a player is found to have breached this rule, all accounts may be terminated and all balances confiscated. Additionally, Clause 8.3 clearly limits usage to one account per person, IP address, physical address, device, and payment method. Any violation of these restrictions is considered a serious breach of our policies.

Source: https://wild.io/terms

Furthermore, under Clause 1.2 of our Bonus Terms, any breach of the General Terms automatically disqualifies a player from participating in bonuses and promotions. Consequently, any winnings obtained through bonuses while in breach are rendered void and have been confiscated accordingly.

Source: https://wild.io/bonus-terms

These actions have been taken in strict accordance with our Terms and Conditions to ensure fair play and integrity across the platform.

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 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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me the original email addressed to you from the casino and any other related communication? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi there Tomas

I had the account since the 17th Jan 2026 and played slots.email is [removed by Casino.Guru admin]

I will email you the email from the casino also now.

Dear GiuForzaIta,

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, Samuel (samuel.s@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 GiuForzaIta,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Wild.io Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Wild.io Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including all evidence supporting the alleged multiple/duplicate account violation. In particular, please provide any relevant technical data such as matching device fingerprints, MAC correlations, login activity, or other indicators demonstrating that the accounts were operated or controlled by the same individual

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Our team has just sent an email containing additional information regarding this case.

We remain at your disposal should any further clarification be required and look forward to your reply.

Kind regards,

Wild.io Team

Hello everyone,

thank you, Wild.io Casino, for the update and for providing the additional information via email. I have gone through it.

Dear GiuForzaIta, I’ve reviewed the details from the casino. At this stage, we now need your input to move the case forward.

Could you please confirm whether you are the only person using the account, or whether anyone else from your household or family might have had access to the same device or network where the account was used? This will help us better understand the context around the concerns raised by the casino.

Please let me know once you check this, and I will continue with the review.

No just me. My account has been disabled for along time as well so even i could not access. It was me on the videocall

Hello everyone,

thank you for the update.

Dear GiuForzaIta,

thank you for clarifying that information. I appreciate your cooperation.

At this stage, I still need a little more time to review all the materials and information provided by both sides before I can properly assess the situation and proceed further with the case.

Thank you both for your patience and cooperation in the meantime.

I write a message on here as it shows waiting for me.

Is there no update on my case?

Hello everyone,

thank you for your patience.

Dear GiuForzaIta,

I would like to provide a quick update. I have recently sent a follow-up email to the casino regarding your case and I am currently awaiting their response.

Dear Casino Team,

I have contacted you via email regarding this complaint and would appreciate your reply once you have had the opportunity to review the matter.

For now, I will wait for the casino's response and will post an update here as soon as I receive further information.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your update.

The team has replied to the email thread with additional information regarding the case.

We look forward to your response.

Kind regards,

Wild.io Team

Hello everyone,

thank you for the update.

Dear GiuForzaIta,

just a quick update from my side. I have now reviewed the casino's latest email and have sent them a further follow-up message with a few additional questions that I would like clarified before I reach any final conclusions regarding the case.

Dear Wild.io Team,

thank you for your latest email and the additional information provided. I have replied to the email thread with some further questions and will await your clarification before proceeding with my assessment.

Thank you both for your patience and cooperation. I will update the complaint again as soon as I receive further information.

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 Samuel,

Thank you for your update.

We would like to note that the team provided a detailed response via email on June 18. As we were awaiting your review of that information and any follow-up questions or feedback, we had not posted a separate update on the complaint thread.

We remain available should any further clarification be required and look forward to your feedback.

Kind regards,

Wild.io Team

Hello everyone,

thank you for the updates.

Dear Wild.io Team,

thank you for your reply and for the detailed information you have provided via email. I appreciate your cooperation throughout the investigation.

Dear GiuForzaIta,

before I proceed with my final assessment, I would like to clarify one additional point with you.

Could you please let me know whether anyone else in your household, or anyone using the same internet connection, has or has ever had an account with Wild.io? If so, could you briefly explain the circumstances and whether that person also claimed any promotional offers?

I believe your answer may be relevant when assessing the overall circumstances of this case.

I will await your response. Thank you both for your cooperation.

Dear Samuel,

Thank you for your continued involvement in this case.

To answer your question: no one else in my household has or has ever had an account with Wild.io. I should also mention that I use my mobile data connection rather than a home internet connection, as my home broadband is very poor. This means no one else shares my internet connection, and I am the sole user of my account.

I hope this clarifies the situation and I look forward to your final assessment.

Best regards,

Giuseppe

Hello everyone,

thank you both for your cooperation and for the additional information provided.

At this stage, I have gathered the information I requested from both parties. I will now carefully review all the evidence and explanations submitted, including the information provided by the casino via email as well as the player's statements in this complaint thread.

Since I want to ensure that all relevant circumstances are properly considered before reaching a conclusion, I kindly ask for a little more time to complete my assessment.

If necessary, I may also request additional information or clarification from either party before making my final decision.

Once I have completed my review, I will return with an update on the next steps.

Thank you both for your patience and cooperation.

ok

Hello Giuseppe,

thank you for your patience.

I am still reviewing all the available information and, given the nature of this case, I would prefer not to rush to a conclusion. I want to make sure that I assess all the evidence carefully before making my final decision.

In the meantime, I have one additional question that may help me better understand the circumstances.

Could you please let me know which mobile network operator you were using when accessing the casino?

Thank you for your cooperation. I will continue my review once I receive your reply.

Dear Samuel,

I add a note here because this case shows waiting a reply from me.

Hello Giuseppe,

thank you for your message.

The case is only waiting for your reply because I still need the information I asked for in my previous message.

Could you please confirm which mobile network operator you were using when accessing the casino?

This information may help me better understand the circumstances of the case and complete my review.

Thank you for your cooperation.

TIM or VODAFONE I have really bad reception.

How does this matter to anything? The casino is voiding money on this matter?

Hello everyone,

thank you both for your patience.

Dear Wild.io Team,

before I proceed with my final assessment, I would like to ask for one final clarification so that the basis for my decision is completely clear to both parties.

Based on the information you have provided, I understand that your conclusion was reached after considering multiple factors together, rather than relying solely on a shared IP address.

However, I would appreciate it if you could explain, in practical terms, how the player could reasonably have avoided this situation. If the player was genuinely using a mobile network, some technical factors may not have been entirely within their control, so I would like to better understand your expectations in such circumstances.

I would also appreciate it if you could once again clearly state the specific provision of your Terms & Conditions that you consider to have been breached and on which you based the confiscation of the player's winnings.

As this complaint has been ongoing for quite some time, I believe it is now important to bring the matter to a conclusion. Your clarification will help ensure that the final decision is transparent and understandable for both parties.

Thank you for your cooperation.

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.

Hello Samuel,

Thank you for your message.

We are happy to provide this clarification.

Our decision was not based solely on the existence of a shared IP address. Rather, the investigation considered the account activity as a whole, with the shared IP address being one of several factors establishing a connection between the accounts.

In addition to the shared IP address, both accounts claimed the Welcome Bonus and exhibited highly similar activity, including playing the same games following the bonus activation. These findings were assessed collectively during the review and formed the basis of our conclusion.

The relevant Terms and Conditions are as follows:

Clause 8.3 of the General Terms and Conditions:

"Only one account on Wild.io can be opened per person, one IP address, one physical address, one device, and one payment wallet. The violation of this rule may lead to the blocking of the account and confiscation of the active balance."

Additionally, the applicable Bonus Terms provide:

"1.2. Only new registered players can receive a welcome bonus pack. Please note that activation of any kind of bonuses (including level bonus program bonuses) is allowed only once from one computer (or another device), one IP address, one actual address, one phone number, one account in any payment system, and one person. Violation of these terms will result in account blocking and confiscating all funds on balance."

These provisions exist to ensure that promotional offers are limited to a single eligible participant and to prevent multiple accounts from obtaining the same promotional benefit.

Regarding your question as to how the player could reasonably have avoided this situation, the expectation is not that a player should monitor the technical characteristics of a mobile network. Rather, the expectation is that players comply with the account and promotional eligibility requirements set out in the Terms and Conditions. In cases where our investigation identifies a connection between accounts together with activity consistent with multiple-account participation in promotions, the applicable provisions are enforced accordingly.

We hope this clarifies the basis of our decision. Should you require any further information, we will be happy to provide it.

Kind regards,

Wild.io Team

Hello everyone,

Dear Wild.io Casino,

I appreciate the explanation of your position and I fully understand the importance of protecting promotions from abuse and multiple-account activity. Casino Guru also recognizes the need for casinos to take action against players who intentionally attempt to exploit promotional offers.

However, after reviewing all information available in this complaint, I currently have concerns that the evidence provided is sufficient to justify confiscating the player's winnings.

The main reason is that, based on the information available, these appear to be two different individuals. Both accounts successfully completed video verification, and I have not seen any evidence showing that one person was controlling both accounts or that the players were cooperating in order to obtain an unfair advantage.

The similarities you mentioned, such as claiming the same Welcome Bonus and playing similar games afterwards, are not, in my opinion, enough on their own to prove bonus abuse. Players who receive the same promotion can naturally have similar gameplay patterns, especially when using bonus funds.

The purpose of your Terms and Conditions is understandable, to prevent situations where one person creates multiple accounts or where players intentionally bypass promotional restrictions. However, in this case, I believe there needs to be a clear connection between the accounts and evidence of intentional wrongdoing.

So far, I have not seen evidence of:

• the same device or technical environment being used by both accounts;
• the same payment wallet;
• a shared household or address connection;
• any other objective evidence proving that these accounts were linked or that the players acted in bad faith.

At this stage, considering that both players completed video verification and there is no clear evidence that they are the same person or intentionally coordinated their activity, I believe the more reasonable and fair resolution would be to release the confiscated winnings.

I understand that you need to protect your promotions, but I also believe that legitimate players should not lose their winnings based only on similarities that can occur between unrelated players.

I would appreciate it if you could reconsider this case and review whether a fair resolution can be reached.

Thank you for your cooperation.

Dear Samuel,

Thank you very much for your thorough review and for the conclusion you have reached. I am really happy that, after examining the information from both sides, you can see that I have done nothing wrong here.

I have been fully transparent from the very beginning. I completed every verification step that was asked of me, including the repeated ID and proof of address requests, the signed and dated selfie, and the video call. I have never opened a second account with Wild.io, I have never shared my account or my device with anyone, and nobody in my household has or ever had an account there. As I explained, I use mobile data because my home connection is very poor, and I have no control over which IP address my provider assigns to me at any given moment.

At no point has the casino shown me a single piece of evidence linking me to another account. No shared device, no shared wallet, no shared address, and no explanation of what I supposedly did wrong. My winnings were voided on the basis of a mobile IP address and the fact that another player happened to claim the same welcome offer and play similar games, which, as you rightly pointed out, can easily happen between completely unrelated players.

I hope Wild.io will now take your assessment seriously, reconsider their decision and do the right thing by releasing my winnings. That is all I have asked for from the start.

Thank you again for the time and care you have given to this case.

Best regards,

Dear Samuel,

Thank you for your assessment and for outlining your concerns regarding the case.

We have reviewed the matter once again and have provided a final, detailed response via email, including the additional information and supporting evidence relevant to our findings.

We kindly ask that you review the information provided by email. Following this, we will return to the complaint thread with our final position regarding the case.

Kind regards,

Wild.io Team

Hello everyone,

Dear GiuForzaIta,

thank you for your message. I understand your position and the circumstances you have described.

I have already reviewed the additional information provided by Wild.io and have responded to them by email with my assessment. At this stage, I continue to stand by my position regarding the evidence and the concerns I raised.

Dear Wild.io Casino,

thank you for the update. I have reviewed your email and the additional information provided, and I have responded to you directly by email regarding my assessment of the case.

I will await your response there and proceed accordingly.

Thank you both for your cooperation.

Dear Audience,

Thank you for your response.

We are willing to proceed with an additional video verification. We have already contacted the player via email with instructions to schedule the video verification call.

We will proceed with the review once the call has been arranged and completed.

We appreciate your continued patience while we complete the review.

Kind regards,

Wild.io Team

Hello everyone,

Dear Wild.io Casino,

thank you for the update. Please keep us informed once the additional video verification has been completed and let us know the outcome of the review.

Dear GiuForzaIta,

please keep us informed as well once the video verification has taken place.

Thank you both for your cooperation and patience.

Dear GiuForzaIta,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru