Wildies Casino - Player's withdrawal is delayed and account is under review.

Hello, at this casino I initially requested a withdrawal of 1200, which was received. Later, I withdrew 1500. The withdrawal had been pending for a week, and when I inquired about it, they told me to wait longer. I logged back in a few days later and realized the withdrawal had been canceled, and I couldn't create any further withdrawal requests. The casino has been saying for another week that my account is under "review," but the process hasn't progressed, and I've been trying to withdraw the money for about three weeks now. I should mention that I've already completed the KYC (Know Your Customer) process.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wildies Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• When did you complete the verification of your identity and account? Which documents were you asked to provide, and when did you provide them?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Could you tell us how long you were a player at the casino and exactly when your payments were blocked?

For several weeks, they were blocked 2 weeks ago as well

When did you complete your identity and account verification? What documents were you asked for and when did you provide them?

A month ago, identity, address.

What games did you play to accumulate your current casino balance?

casino

Did you achieve your current balance with the help of a bonus?

No

Could you share with me your communication with the casino regarding this matter?

Dear dfsdfsdfsdf111,

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, Jana (jana.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,

Tomas

Dear dfsdfsdfsdf111,

I sincerely apologize for the inconvenience you are experiencing with your account being blocked. I will reach out to the casino promptly to address and resolve this matter. In the meantime, I would like to kindly invite a representative from Wildies Casino to join this discussion and assist in addressing your concern.

Dear Wildies Casino,

Could you please clarify the reason for the player's account being blocked? Additionally, I would appreciate it if you could provide any relevant evidence regarding this matter. You may include your statement and any supporting documentation here, or alternatively, you can send it to my email address at jana.k@casino.guru.

Thank you very much for your cooperation and assistance in this matter.

Kind regards,

Jana

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 dfsdfsdfsdf111,

I hope this message finds you well. I want to express my sincere regret for the challenges you have been facing in trying to reach the casino. I understand how frustrating this situation must be for you, and I empathize with your concerns. Unfortunately, without cooperation from the casino, there is little we can do to resolve this matter at the moment. Therefore, I will have to mark your complaint as "unresolved" in our system. I recognize that this may not be the resolution you were hoping for. However, I believe that the decrease in ratings resulting from unresolved complaints may encourage the casino to reconsider its approach. Should the casino respond, we will promptly reopen your complaint and notify you via email. In the meantime, I would suggest reaching out to the Anjouan Gaming Authority (the validator on the website) to submit a complaint. They possess additional resources and tools that may assist players more effectively. Please don’t hesitate to let me know if you require any assistance with submitting your complaint, or if you would like to share their response once you've connected with them (you can reach me at jana.k@casino.guru). I truly apologize for not being able to provide more assistance in this instance.

Best regards,

Jana

We have reopened this complaint at the request of Wildies Casino. Our intention is to provide this case with another opportunity for resolution, with the hope of assisting both parties in reaching a satisfactory conclusion.

Dear alfonso123

Thank you for your patience while we completed our review of this case with our Fraud and Risk Prevention team.

We want to confirm that the decision to suspend the player's account and confiscate the associated winnings was made following a thorough internal investigation and is fully in line with our Terms and Conditions.

Our monitoring systems identified a consistent pattern of arbitrage betting on this account: on multiple separate occasions, the player placed bets at odds materially higher than the odds available in the wider global market at the same time. This was not an isolated event but a repeated pattern across several distinct wagers, which our Fraud and Risk team assessed as a deliberate strategy to exploit pricing discrepancies on our platform rather than ordinary betting activity for entertainment purposes. For confidentiality and security reasons we are not able to publish the individual bet details here, but the underlying data has been retained and can be provided to AskGamblers directly for verification if required.

This conduct falls squarely within Section 16 (Fraud) of our Terms and Conditions, which the player accepted on registration:

16.1 – We are entitled to withhold payment where fraud, dishonesty or criminal conduct is suspected.

16.3 – We operate a strict anti-fraud policy using dedicated detection tools, and reserve the right, at our sole discretion, to terminate an account and suspend all payouts where cheating or other prohibited practices are identified.

16.4 – We reserve the right to confiscate winnings and close an account where a customer uses known techniques to secure an unfair or guaranteed advantage.

Based on the totality of the evidence reviewed, we consider the account suspension and the confiscation of the related winnings to be justified and compliant with our Terms and Conditions. This decision was made after careful review and is final; we are not in a position to reinstate the account or release the confiscated funds.

We remain available to provide any further clarification or supporting evidence directly to AskGamblers, should that be required to close out this case.

Kind regards,

Wildies Casino Support Team

Dear Wildies Casino,

Thank you for your message. I would greatly appreciate it if you could send the evidence pertaining to the alleged breach of your terms and conditions by the player to jana.k@casino.guru. This will enable us to evaluate the information and expedite the process. Your continued support and cooperation are sincerely appreciated.

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.

I have made several attempts to reach out to the casino, but unfortunately, I have not achieved any success. I understand how disheartening this situation can be, and I regret to inform you that without their cooperation, there is limited progress we can make. As a result, I will need to mark your complaint as "unresolved" in our system. I realize this may not provide the resolution you were hoping for, but I believe that the decrease in the casino's rating due to unresolved complaints may encourage them to reconsider their approach. Should the casino choose to respond, we will reopen your complaint promptly and notify you via email. In the meantime, I recommend that you contact the Anjouan Gaming Authority, as mentioned on their website, to submit your complaint to them. They possess additional resources and tools to assist players in these matters. If you require any assistance with submitting your complaint or would like to share their response afterward, please feel free to reach out to me at jana.k@casino.guru. I sincerely apologize for any inconvenience this situation may have caused and wish I could have provided more support at this time.

Best regards,

Jana

At the request of Wildies Casino, we have reopened this complaint. We would like to provide this case with another opportunity for resolution, aiming to assist both parties in reaching a satisfactory conclusion.

Hello dfsdfsdfsdf111,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru