Wildies Casino - Player’s account has been closed after winnings.

Last i night I saw a promo of this casino that the casino is offering no deposit and no wagering 10 free spins for following their x handle. Than I created the account on their platform through sign up with google or Google auth method. When I do so my account was automatically created without asking any other details. I go to the profile tab and their I see my name was automatically filled in the profile ( the name that I have on my google account) . The problem was my google account was a gaming account ( I have a gaming youtube channel ) from this google account on YouTube. My name on my google account is JaGy gamers and it was automatically entered in the profile as JaGy first name and gamers as last name. I than filled the rest of the profile and contacted the support team and told them that there is a bug in their system that doesn't asks player about their first and last name and automatically taken it from their google account if they choose to sign up with google or create account using Google auth . I told live support that I want to change my first and last name in the profile to Jashandeep Singh ( as that was on my identity documents for verification) . The team told me that mail out support team support@wildies.com regarding this and they will change it . I don't the same. Than I played that free spins and I won nearly 16 euro from that free spins than I gambler those money and won around nearly 28 euro. That was now the total bal in my account. When I tried to make a withdrawal request the they told me to complete verification process before making withdrawal through sumsub. I done everything accordingly to the instructions and sumsub successfully verified my profile and set your profile has been verified and you can close the window now. But still I wasn't able to make withdrawal request. I cantacted the support team again and they told your verification is under review please wait. Than after 20 hours I contacted them make as I wasn't still abe to make withdrawal request and than they said your account has been closed due to verification lol literally. They don't wanted to pay me as I won money from free spins and closed my account without any notice or requesting further documents for verification or anything else . Just closed the account. I never created a account before on this siye and it was my first account only still they closed it and took all my winnings. I request ask gamblers to contact the support team of this casino as soon as possible and told them to give me my winnings back and their withdrawal. As it was not my fault . About 80-90% users google account doesn't contains their real names and the site must ask the user about details first time to enter them manually. It was their own fault and bug in their system. Told the casino to give me my winnings or make their rating to 0. I don't recommend anyone to player at this casino .

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.

• When did you first contact customer support regarding the request to change your name?
• Was this request submitted before you activated the free bonus and started playing, or only after you wanted to withdraw your winnings?

From the screenshot you provided with your complaint, it appears that your email was sent after you had already won. If you contacted the casino before that, kindly forward the relevant communication to me at veronika.f@casino.guru.

• Have you made any deposits into this casino yet?

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

I opened account this casino on 17 june 2026 ist time. And I got no deposit bonus. Than I played the free spins and won 16 euro from free spins. Than I go for withdrawal there min withdraw was 20 euro so I continue playing and I won 20+ euro the total amount won was 28 euro. Than when I go to submit withdraw request there sumsub verification tab got opened and asked me to complete verification. I completed it and with in 3 minutes sumsub verified my profile but I was still not allowed to withdraw it again opened the verification tab. Than I contacted the support team they told me that your profile is under review for verification please complete your profile. I than check the profile every thing there was empty except my first and last name. I was able to fill other details but wasn't able to edit my first and last name which was wrong ( automatically taken from my Google account) when I choose to sign up with Google auth method. I than told the live chat that my name is wrong and it will not match with my kyc documents I submitted on sumsub although sumsub verified my profile ( as it is seen in the screenshot ). The team than told me to submit the request regarding changing name to their mail support team. I than submitted and send the mail to their support team and explained them to change my name. But latest after 15 hours I again contacted the support team as I wasn't still able to request withdraw. They than told me directly that your verification was unsuccessful and your account is closed. Like man they didn't asked any thing from me. Just made their decision as I won money from a no deposit bonus and they didn't wanted it to pay. When sumsub said that your profile is verified than how they said your verification is unsuccessful. This is my mail with the casino [email address hidden by Casino Guru]. told them to pay my winnings or you remove the casino recommendation from your site and move it in the blacklisted list of casinos. It's a scam casino

Dear Jashanxjagy,

Thank you for your detailed reply.

After carefully reviewing all the information you have provided, we are unfortunately unable to support your complaint.

Based on your own description of the events, you only contacted the casino regarding the incorrect name on your account after you had already played with the no-deposit bonus, accumulated your winnings, and attempted to withdraw them.

It is every player's responsibility to ensure that the personal information registered on their casino account is accurate before using the account for gambling. Although we understand your explanation that your Google account contained your gaming name and that the registration system automatically imported it, you proceeded to play with incorrect personal details and only requested the correction after being asked to complete the verification process.

Please note that successful verification through a third-party verification provider does not automatically guarantee that the casino will approve the verification or process a withdrawal. The casino remains responsible for conducting its own verification procedures and determining whether the account complies with its Terms and Conditions.

Since the incorrect information was not reported before you used the bonus and started playing, we do not consider the casino's decision to close the account to be unfair in this case. Therefore, we are unable to ask the casino to pay your winnings.

For the reasons stated above, we will now reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika