The player from Italy had his account frozen after winning and submitting the required verification documents, including ID and proof of address. However, the casino permanently blocked his account, claiming the documents were falsified, and he is seeking a a payout of his winnings.
WildWin.io Casino - Player’s account has been permanently blocked.
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WildWin.io Casino
Safety Index 5.3 Below averageCase summary
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1 week ago
Translation
I registered, deposited around €60 in USDC cryptocurrency, played, and won. After withdrawing, they put my account in "Frozen" mode because I have to verify it by sending the required documents. They ask for ID, a selfie with ID in hand, proof of address, and proof of deposit. I sent them all my documents, but then they permanently blocked my account immediately afterward, saying my documents were falsified or altered! This is outrageous. I asked them to at least refund me the money I had in my account from winnings, which was $60. They responded as shown in the attached screenshot! I'm speechless. I lost my money on Wildwin because they're thieves! Can you intervene or help me in any way?
I'm attaching proof of deposit, deposit confirmation, the permanently blocked account message, and the message they sent me when I tried to ask them to refund me.
Automatic translation:
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1 week ago
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.
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1 week ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WildWin.io 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 account was blocked?
- 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?
- Have you uploaded files of your documents to the casino's website, or were you asked to undergo verification via a 3rd party service?
- Which documents did you provide for proof of address and proof of deposit?
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
