Wild Casino - Player's balance has been confiscated.

My balance went from $127 to $30 over night. They said they were aware that peoples accounts were going negative and they were working on fixing it. I reached out to support 3 different times when they kept telling me it would be before midnight. At 11:45 PM I reached out again and they presumed to tell me that I had been refunded my funds and had spent it down to zero on 1/5 11:58 PM.. it was 11:56PM when they told me this. They refused to pay me my money or even give me evidence on what slot I supposedly spent all my money. It’s a complete scam.. I mean how SUS is it for all the players to just loose money out their balance to begin with

Dear fz69v7f2m4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you currently don't have any funds in your casino account?
• Could you please forward me the entire game history from the day this incident happened together with any other supporting evidence?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Currently I have $1.53 cents which is what they claimed I was negative and they just gave me the credits.

i emailed them to you!

Thank you very much, fz69v7f2m4, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello fz69v7f2m4,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Wild Casino to join the conversation.

Dear Wild Casino,  

I would appreciate it if you could provide me with the complete game log for the player, along with their login time details, so that I can review the information and verify that the disputed funds were indeed depleted during gameplay. Please send the information to michal.k@casino.guru.

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 fz69v7f2m4,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino supposedly operates under a Panama license, but we're unable to verify that, and as the casino doesn't refer to any ADR service, there is no gaming authority to turn to. 

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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru