Wildzy.io Casino - Igrački račun je nepravedno zatvoren.

Subject: Unjust Account Closure and

Confiscation of Winnings

Wildzy.io

Dear Sir/Madam,

I would like to file a formal complaint regarding Wildzy.io casino.

I deposited €100 with a bonus and followed all the bonus terms and conditions very carefully. I am fully confident (100%) that I did not violate any rules regarding wagering, game restrictions, or any other requirements.

After completing the wagering requirements,

I accumulated winnings of €2000, which is also the maximum withdrawal allowed for this bonus.

However, during the withdrawal process, my account was suddenly frozen, my withdrawal was cancelled, and my account was permanently closed without a clear or specific explanation. I was only informed that I had allegedly breached the Terms and Conditions, but no details or evidence were provided.

I have successfully used many online casinos over the past 20 years, and while there have been delays before, I have never experienced a situation where:

my account is closed without a clear reason

my legitimate winnings are confiscated

and only the deposit is refunded

I had already completed KYC verification successfully, and everything was functioning normally until the withdrawal stage.

Below is the message I received from the casino:

Dear [Redacted],

I hope this message finds you well.

Following a thorough review of your account, we regret to inform you that we are no longer able to offer our services to you due to a breach of our Terms and Conditions.

We understand that this may be disappointing, and we sincerely apologize for any inconvenience caused. Please note that acceptance of our Terms and Conditions is a mandatory part of the registration process, and all users are expected to be familiar with them.

As part of this process, we have issued a full refund of your deposits totaling €100. These funds have been returned to the original payment method, and you can expect them to appear within 14 working days.

Additionally, your account has been permanently closed. Any associated contact information and payment methods have been blacklisted to prevent future activity and ensure compliance with our policies.

Thank you for your understanding. We wish you all the best moving forward.

Kind regards,

Celine

I kindly request:

•A detailed explanation of the alleged Terms and Conditions breach

•Evidence supporting this decision

•A fair resolution, including payment of my legitimate winnings (€2000)

•I strongly believe this action is unjustified and unfair.

Thank you for your time and assistance.

Kind regards,

[Redacted]

Important notice:

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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 issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Attila

Hi.

Here is the link and website I went through and used the offer.

https://www.bonuskoodit.com/nettikasinot/wildzy-casino/

I used their normal 200% welcome bonus and it has a 10x wagering deposit + bonus. So with a €100 deposit it was €3000.

•I played about 5 different games but I always checked the banned list to make sure the games in question weren't there before I played.

Once I tried to see if a banned game would open and it did, so there was no direct ban on them. However, I naturally didn't play, although I tried to open it. Simply opening a banned game can hardly lead to a confiscation. So it can't be a banned game.

•Playing style was normal with a bet of 0.6-2€ and the maximum bet was 2€ when playing with a bonus. It was never exceeded, even by accident, so it cannot be a betting error.

•I completed the complete kyc phase and it was accepted without any problems in a reasonable time.

Dear veeberi,

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, Michal (michal.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,

Attila

Hello veeberi,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino team to see if I can assist you. However, I must inform you that Wildzy.io Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Wildzy.io Casino to join the conversation.

Dear Wildzy.io Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Thanks Michal.

Yes, I have read many articles about wildzy.io casino. The solutions are, so to speak, under a rock.

But let's hope that this time wildzy.io takes responsibility and does the right thing, as casinos should do.

If this happens, it will of course create trust in the casino itself and their operations.

If they do not respond and give a positive result, then I myself can also take a possible public case through my contacts. It must be spread so widely and from all the casinos they operate that no one deposits on those sites anymore.

Thank you again. Best regards

, Veeberi.

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 veeberi,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I would normally recommend contacting the Anjouan Gaming Authority and submitting a complaint to them. However, their complaint-handling process has recently changed, as outlined on their website in the Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Wildzy.io Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru