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

Hello team,

I like to make a complaint about this casino. My account is verified and 15-6 this month I made a deposit for the first welcome bonus. I won 2836 dollar after completing the welcome bonus. The casino paid me couple days later.

I deposit for the second welcome bonus I loss. Then I made a deposit for the 3th welcome bonus. I won 2042 dollar after I completed the 3th welcome bonus.

I played the same games as I did with the first welcome bonus and when they sent me the money... Now I win again and they closed my account, with a vague reason email see below. I contacted the Livechat what and why and they told me to email support@wildies.com

I emailed them for a explanation. I will inform here when they respond back to me. This just looks likes a dodgy casino, first they paid me out. Now I did It again and not breach the terms and they closed my account because I won again..

What is this for vague reason to close and cancel my withdraw?

suspend accounts where activity falls outside our acceptable risk appetite or operational parameters.

Thank you

Joseph

We are writing to inform you that, as part of our ongoing monitoring obligations to maintain the integrity of our platform and ensure compliance with our internal risk management policies, we periodically review player activity and reserve the right to restrict or suspend accounts where activity falls outside our acceptable risk appetite or operational parameters.

Based on the outcome of this review, your account has been suspended in accordance with our Terms and Conditions. Consequently, access to the account and related services is no longer available.

Please note that this decision has been made after careful consideration and in line with our internal policies and procedures.

Sincerely,

Wildies Support Team

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.

• Which games did you play while the third welcome bonus was active?
• Have you completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?
• Has the casino specified whether your third deposit would be refunded to you, or whether your entire balance would be confiscated?

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

Hello Veronika,

Thanks for helping me.

Which games did you play while the third welcome bonus was active?

I played the game Sweetrush Megaways and Sakura Riches 60 from Bgaming and Great Reef from Pragmaticplay.

Have you completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?

Yes I completed the full KYC verification.

Has the casino specified whether your third deposit would be refunded to you, or whether your entire balance would be confiscated?

The casino closed my account I am unable to login and took all the money.

Dear thecrusher778

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,

Veronika

Hello thecrusher778,

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

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

Dear Wildies Casino,

While we acknowledge the authority of any casino to discontinue providing its services to an individual player at its discretion, any outstanding financial obligations must be fulfilled beforehand. The confiscation of winnings should be supported by clear evidence of a rules violation by the player or by other legitimate and justifiable grounds.

Based on the information communicated to the player thus far, the reasoning provided appears inconsistent with the transparent and fair approach that we strongly advocate for within the industry. As such, we kindly request further clarification regarding the grounds for this decision, together with any supporting evidence that may substantiate it, so that we can conduct an independent and impartial review of the matter.

If there are any factors relevant to the situation that cannot be shared publicly, please send them directly to me at 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 thecrusher778,

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, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although 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 Wildies Casino has not engaged or responded within our own dispute resolution process as an independent dispute 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.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru