WildFortune.io Casino - Player's withdrawal has been withheld.

Hello guru i need some info as wildfortune.io has withheld my.withdrawal.and doing anything they can to not pay me out ! As last week they had isues in casino and no one could sign in so i contacted suport and they said try this link that they sent to me and on clicking.on it i saw suppory actudly created a link for a new acount ! and I got emaiil stating to varify acount and as i was waiting on withdrawal.process when it was on precessing support said that i had 2 acounts and there not paying my winnnings ! And it was there negleagance that created the isues resulting in me sending 30 emails rewuesting all evidance i found to prove it all legitament but they rarely reply and are even worried for any members they try to make it hard as posible.and wont try to resole ! Van you help pls gitr

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Hello,

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.  

• How long have you been a player at this casino?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please provide the email containing the link referenced in your previous message.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

Dear Sambra,

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.

Hello what info are u in need of as i replied all info you have asked for i thought and there still not answering any of my request to show evidance of supports mistake and them covrering it up instead of finding a solution to show the financial team ther was no breach from member

I aprove did you ell the ifo i sent with an answer to each question you asked

Check you email please to help in this situation

Dear Sambra,

thank you for your messages and emails.

First and foremost, let me mention that sometimes, less is more. You have provided a very large amount of emails. It is always best to pick the important messages and forward those and to state the point that you want to make, and support it with relevant evidence, without unnecessary information in between. This helps everyone involved get a clear picture and also helps with a faster resolution of the complaint. You can not expect an answer in a timely manner after spamming the email box.

To proceed further with your complaint, kindly answer the following questions:

• Could you please explain why you needed to activate your account?
• Have you been advised by the casino support?
• When you clicked on the activate account, what has appeared on your screen?

Looking forward to your reply,

Katarina

Hi on the 6th of september i was playing slots and had a win which i wanted to withdraw and all of a sudden was logged out and couldnt signe back in so i contacted support and they said casino is having isies and many people have same problem ! But try this and sent me a link and all it said was varify acount and she said click on it so i did and instantly i had email to confirm acount but i didnt then on google it signed in but noticed i was on diferent level so i signed out and waited for few hours and then i could sign in with my acount that i had winnings in !

I was advised by suport to click the link and follow there instructions !

Thank you very much, Sambra, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Sambra for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WildFortune.io Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Please explain how i have asked to show evidance of on the 6th sept the casi o broke down and right after i won i got logged out and couldnt sign in so asked support and they said follow li k that tjey sent me which created the acount that there holdi g my winnings for havi g! And i asked for there ADR in regards to deadlock letter but they refuse even looking into it

Pleasew

Hello, Sambra,

My name is Nancy, and I am a Customer Experience Manager at WildFortune IO Casino.

First of all, please accept my sincere apologies for any misunderstandings that may have occurred, and allow me to reassure you that the satisfaction and trust of our players always remain our highest priority.

I would also like to thank Katarina and Peter for inviting me to provide further clarification regarding this case.

After carefully reviewing all the communication between our casino and the player, I can confirm that there was no correspondence between us on September 6th. Our first documented contact with the player took place on September 8th.

Upon checking the player’s account history, I can confirm that this customer had two active accounts registered in our system.

According to our Terms and Conditions (paragraph 9 – Use of Player Account): "Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account."

In this particular case, the player’s first account was created in February 2023, while the second (duplicate) account was created in August 2025.

The winnings and withdrawal request in question were made via this duplicate account. Therefore, in line with our Terms and Conditions, the winnings were confiscated, and the deposits made to that account were refunded to the player. The duplicate account has since been closed, and the customer now has only one active account, as required by our policy.

I would also like to clarify that all winnings were properly credited to the player’s account before the duplicate account issue was identified, and no technical errors occurred during the process.

Additionally, our Customer Support team does not have the technical ability to send registration links or create accounts on behalf of players, and the duplicate account in this case was created several weeks before this situation took place.

While I completely understand that this outcome may be disappointing for the player, our decision is based strictly on the casino’s rules and internal security policies, which are designed to ensure fairness, transparency, and responsible gameplay for all our users.

I truly appreciate the opportunity to clarify this matter and confirm that the decision remains final. Thank you once again for your understanding and cooperation.

Warm regards,

Nancy

Customer Experience Manager

WildFortune IO Casino

I cant beleive you did not research the isue and took what casino said as only option as if you looked into it you would of saw that the date that acount was created was the day i won and the day cadino went down for 3hours which the support created that acount as it was the only way people could sign in cause of the platform issie and where i won was the app which every member was locked out of ! Thanks guru thought you research these things

Thank you for the clarification WildFortune.io Casino representative.

We would appreciate it if you could share additional information regarding the duplicate accounts. In our view, players should ideally be prevented from creating multiple accounts at the software level, with verification at the time of registration to help identify and prevent such cases.

However, as we understand that systems are not always perfect, we prefer to review each case individually to assess whether the player has obtained any unfair advantage. If the winnings were not derived from bonuses or other benefits that a player is entitled to only once, we believe the winnings should be reinstated to the original account.

Furthermore, if the original account was created two years prior, we would advocate for some leniency, as it is possible that the duplicate account was created unintentionally or, as the player explained, due to a customer support agent creating a new account for them.

Thank you in advance for your cooperation!

Hello i.have.noticed that the date of second aledged acount was wrong and if you ask them to double check its on the 6th of sep when suport sent the link.and no.deposits on that aacount and il send proof of email from them on the 6th saying acount had been.opened!

Hello peter have you checked evidence i sent to your email adress and it shows the casino is not truthfull as the comunication and the link sent from support.trying to logg me in but created avcount clearly shows the 6th of september and cant beleive they.blatenly lie about this to you can you.please let me know you have receieved email evidence please

Hello, dear Peter and Sambra!

Thank you for spending your time reviewing this matter.

I would like to confirm that the player's duplicate account was created in our system on August 21st, and on the same day, the player accepted our Terms and Conditions.

Upon registration, the player did not provide personal details such as their address, date of birth, or full name. These details were only added to the profile on September 6th, when the player attempted to request a withdrawal. Therefore, at the time of registration, we couldn't detect the duplication; it happened only after the player filled in all his data.

The duplicate account was actively used by the player - several deposits were made, along with multiple cash-out attempts. A refund equal to the total amount of deposits made to our casino was also processed for this duplicate account.

Additionally, we received multiple email requests from this customer - from both the original and the duplicate accounts - which further indicates that the player was aware of having two separate accounts.

Upon review, we confirmed that both accounts have a complete match in all personal details, except for the email address. This clearly shows that the customer intentionally bypassed the system.

As mentioned earlier, we can't create an account on behalf of a player - registration can only be completed from the player’s side. Sambra, can you please share any proof that you have received an email from us where we asked you to create a new account, or confirm that your new account was created?

Since the player agreed to our Terms and Conditions, which explicitly outline the consequences of creating duplicate accounts, no additional refund will be issued in this case.

I'm here to help if any other questions appear!

Best regards,

Nancy

Customer Experience Manager

WildFortune IO Casino

When they give the date of August im sure they are not corect as there dates and stating no co.munication on the 6th untill i showed the proof so again i think they are trying to cover up a slight mistake from suppport as i have emails on the day the casino had major issues and could not dign in and support tells me try this method ! And as i use the app ! I contacted support through google on a diferent email which.support created a link and said try this way to get into casino and the link was regerster to the email that i contacted them on cause they thought i wasnt a member and i.thought it was a link.to get me signed in and when it aid varify acount i tbought obviously it was a way to get my 1 acount back and playing.and the date was the 6th september as The screenshots i sent of.them sending link and saying follow instructions to get into casino

Thank you for the clarification WildFortune.io Casino representative. Would it be possible to provide me with evidence that both accounts were used at the same time? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

Thank you for your assistance with this complaint!

We truly appreciate your cooperation and support in resolving this matter, as it helps us improve.

As we strictly adhere to the General Data Protection Regulation, the requested information may be considered sensitive and requires internal review before any further action can be taken. Please allow me some time to consult with the appropriate department regarding your inquiry.

We are already looking into this internally and will provide you with an update as soon as possible.

Thank you once again for your understanding and patience.

Kind regards,

Customer Experience Manager

Wildfortune IO Casino

Hi peter just double checking you.received and were able to see the emails i received from the casino.on the 6th as they stated there was no comunication on that day of the internal isues within the company as many members were affected in the same way i was.and find it hard to see a legitamet reason they would be untruthful in there documentation here in this inquest

Hi peter what hapens if no rrply from casino.

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.

Peter just.checking has players got the disputed amount after going through this same process with wildfortunio

Dear Sambra, the casino has addressed all their complaints; they're either resolved or rejected, so I believe we should receive a response soon, and we will be able to proceed with the resolution of the complaint. Thank you for your patience during this time!

Hello Peter,

Thank you for your questions regarding whether the player gained any unfair advantage through the use of a duplicate account. After a thorough review of the case, we would like to provide the following clarification.

While the player did not:

• use the same deposit bonuses twice,
• win from bonus funds, or
• actively use the original account in the recent period,

our records confirm that multiple batches of free spins were issued to both of the player’s accounts over time.

Even though these particular free spins were not used to generate the winnings in question, the existence of duplicate accounts directly impacts bonus eligibility and compromises the fairness and integrity of our promotional system.

Furthermore, operating two active accounts constitutes a clear and direct breach of our Terms & Conditions. Our T&C explicitly state that each customer may hold only one personal account, and that duplicate accounts may be closed with associated winnings confiscated. This rule is essential not only for maintaining bonus fairness but also for identity verification, AML compliance, internal risk assessment, and overall platform integrity.

In this case:

• The duplicate account was used for deposits, gameplay, and withdrawal attempts.
• Both accounts showed identical personal details following KYC verification.
• Free spins and other promotional assets were credited to both accounts.
• Deposits made to the duplicate account were refunded in full.

It is also important to note that the player has already openly acknowledged the existence of the second account in this complaint thread. Therefore, any detailed internal logs we may provide would only confirm what the customer has already admitted.

However, in accordance with GDPR, we cannot disclose Back Office logs, account-level technical data, activity history, or personal information to third parties without the player’s explicit, verifiable consent. This remains the case regardless of the player’s public acknowledgment of the duplicate account.

Once the player provides explicit consent for us to share their personal data with Casino Guru, we will gladly provide the detailed evidence supporting our findings. Until then, we are limited to high-level summaries to remain compliant with data protection regulations.

Our decision has been applied strictly in line with our Terms & Conditions and internal security policies, ensuring consistent and fair treatment for all players.

Thank you for your understanding and cooperation.

Kind regards,

Customer Experience Manager

Wildfortune IO Casino

Thank you for the update WildFortune.io Casino representative.

Dear Sambra, would it be possible to provide explicit consent for the casino to share your personal data with Casino Guru? Thank you in advance for your confirmation!

peter i give permission for the casino to share data ! And it sounds like they are manipulating the situation as in the emails i sent of the acount being createf by the link there support on the 6th the day of technikle isues at wildfortunio and 2 acounts would never of been used aimiltaneously to benefit in any way and the the request of acount closure in 2023 that they confirmed they dis but i sent evidence of that.issue and please revise the dates they mention in this convo at the start please jusst to to compare to what they are saying recently as it contradicts there words and truth can be.seen deteriating a bit as i see as more they look for any posability to not payout a deserving member! Thankyou for all your work peter and all.Guru employees your a great help.for us players against big companys

Thank you for the confirmation Sambra.

Thank you for the update WildFortune.io Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

As the casino said but didnt highlight that the acount was opened on the 6th after requeast for help to sign back in after a win as it shut me out instantly due to technikle problem they said ! And support advised try this option to get back in and follow the link they sent! And as i was in a bit of a worried state to see if my funds that had just won actualy regerstered to my acount cos of the abrupt logout i was unsure as i have had glitches previously and loose funds as you helped with that sitch guru with other casino! That i didnt comprehend that the link they advised would posibly get me back into my acount was to varify a néw acount and not varify my acount that i had thought ! And followed by another email confirming thankyou for joining which i replied instantly and explained to supportt of there mishap as i had just won on my acount which she knew off ?

THE WORDS FROM WILDFORTUNIO

That i researched and with evidence state to be false!

=

I can confirm that there was no correspondence between us on September 6th. Our first documented contact with the player took place on September 8th.

ALLSO

= the player’s first account was created in February 2023, while the second (duplicate) account was created in August 2025

WHICH I HAVE SENT GURU THE EVIDENCE OF EMAILS OF ACOUNT CREATED ON THE 6TH WHICH THEY SAY ABOVE NO CORRESPONDENCE ON THE 6TH

WHICH I STATE WITH EVIDENCE TO BE FALSE

Dear Peter,

Thank you once again for your assistance and continued collaboration regarding this complaint.

I would like to inform you that our dedicated team is currently conducting a thorough investigation of the matter. Given the sensitivity and complexity of the case, the review process may require a bit more time than usual. Nevertheless, please rest assured that we are treating this issue with the highest priority and will provide you with a detailed response as soon as all necessary checks are completed. We greatly appreciate your understanding and patience throughout this process.

Additionally, I wanted to follow up regarding the materials the customer previously sent you. Were you able to review them in full? Some of the recent claims made by the customer differ significantly from the information we have on our side, and at this point, we have not received any evidence supporting those statements.

Because of this inconsistency, your professional feedback would be extremely valuable to us. Any insights or observations you can share will help us clarify the situation and ensure a fair and accurate resolution.

Thank you very much for your cooperation, attention to detail, and continuous support.

Kind regards,

Customer Experience Manager

Wildfortune IO Casino

Thankyou peter and team

As it sounds like the casino is actualy becoming open to the facts that i have supplied to them many times but was not even Aknowledged that they could of made a mistake as i identified here and it will be good for the casino to see where the failure of truthfull events hapened in the casinos management and data exchange and could fix so not to happe to any other members when they win

Dear WildFortune.io Casino representative, I have not yet received any information from the player or your establishment that would enable a meaningful comparison or allow me to reach a substantive conclusion. I am still awaiting your response, and kindly request that you provide the evidence previously requested, as the player has approved the sharing of their personal data with us. As mentioned, you may forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation.

Hello Peter,

I want to inform you that I have sent you a separate email containing the Non-Disclosure Agreement (NDA) for your review. Kindly check your inbox at your earliest convenience and review the document carefully.

Please note that signing this document is required in order to ensure the security and confidentiality of our players’ personal data, as well as to comply with our internal policies and procedures.

If you have any questions or require further clarification regarding the NDA or the signing process, please do not hesitate to contact me. I will be happy to assist you.

Kind regards,

Nancy

Hi peter i checked all emails but could not find any others

Hi peter just checking how things are going and if there was an update

Hello Sambra,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thankyou for letting me know i realy apreciate that and all the help from all guru employees

Dear Sambra, Due to the holiday season, we have not yet been able to complete the internal review of the NDA request from the casino. I will keep you updated about any new developments. Thank you for your patience during this time!

Hi petet as most buisinesses are open again in 2026 i hope we can continue as i apreciate yor work and your colleagues please update me asap thankyou

Dear Sambra, the internal appeal was finalized, and I should be able to provide the casino with the requested NDA. I will keep you informed about any new developments. Thank you for your patience during this time!

Thankyou peter i was quite suprised by the casino and way of conduct in this matter quite intetesting to see the rights and wrongs

Hi peter just checking if any updateas yet as hadnt heard from you i thought id checkin to see how the case is going And thankyou il wait to hear!

Dear Sambra, I sincerely apologize for the delay in providing the NDA. I was expecting to receive it last week; however, there have been some internal delays that have affected the timeline. I am hopeful that I will be able to share it with the casino this week. I appreciate your understanding and patience during this time. Thank you!

Thats ok peter allgood i understand

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.

Hi peter just to confirm if the casino knows now from there internal investigations or excepted the provided evidence shows that they were untruthful in what they were saying in previous claims here and those are the main points that they based with holding my winnings on! Should the casino reveiw my case and payout my winings or? Because as i see it " it would be the best interest and best outcome for the casino not to reply and case closed and no payout ! So when you say negitivly afect the casino because of there actions what was it you meen peterbcould you elaborate alittle please as i think it could of been the way the casino used intentionly to avoid payouts which a few each year the casino on paper is movlng forward which is growth and looks good to the hierachys

Dear Sambra, while the casino has responded to me after I procured the requested NDA, they still haven't provided me with evidence after repeated attempts to escalate the request. 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 might help change the casino's approach.

In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of WildFortune.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Peter,

Thank you for all your help and collaboration!

I'm kindly asking you to check the email from our casino sent on February 12th. After fulfilling the final requirements, we will be able to share the data related to this case.

If you have any questions or require further clarification regarding the NDA or the signing process, please do not hesitate to contact me. I will be happy to assist you.

Kind regards,

Nancy

Dear Sambra, I sincerely apologize for the delay, but the casino has requested additional documents that we need to procure internally. I am hopeful that I will be able to share it with the casino this week. I appreciate your understanding and patience during this time. Thank you!

Allgood peter i apreciate the work your doing as. I was strugling to get.any of the casinos.employees to actualy.take my words into.acount as.it.was.all.1 sided.until.you steped.in ! Thankyou

Dear WildFortune.io Casino representative, the requested documentation has been sent to you. I would appreciate if we could continue with the resolution of the complaint. Thank you in advance for your cooperation!

Hello, dear Peter,

Thank you for providing all the requested confirmations! We truly appreciate your cooperation.

The information has now been forwarded to the relevant department for further review. If the provided documents are okay, we will provide you with more details via email asap.

In the meantime, please feel free to reach out if you have any additional questions or require any further clarification. I will be happy to assist you.

Kind regards,

Customer Experience Manager

WildFortune.io Casino

Hi peter just checking why the previouus letter from casino the manager signs as Rocket casino manager why is that?

Dear Peter,

I've already sent you an email with more details about this case. Please review it and let me know if there is anything else I can help you with.

Best wishes,

Nancy

Hi.peter the casino.sounds like if its an effort and.will.only do bare minimum to help us all out and clear up.the isues.around my withdrawal.and there misleading statements

Hello Sambra,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Just wondering how the.casino can edit there letters already.posted and assed by you on here ? Because as.i mentioned there manager signed off as he was.from rocket casino not even there own manager which seems either bad mistake hoping it's not.more signs of court intensions

Dear Sambra, I have received the requested information from the casino, but I will have to review it with my team to discuss the next steps. I will keep you updated about any new developments. Thank you for your patience during this time!

Ok Peter I will wait for your reply thankyou