The player from Italy had his account frozen after he won and submitted the required verification documents, including ID and proof of address. However, the casino permanently blocked his account, claiming the documents were falsified, and he sought a payout of his winnings. The player reported that he had played live sports betting and used a first deposit bonus to reach $60, submitting all required documents through the casino website and chat. The problem was reviewed, but due to limited expertise and lack of insight into sports-betting-related issues, the complaint was closed without investigation.
WildWin.io Casino - Player’s account has been permanently blocked.
Closed
Our verdict
Other
Amount: 60 USDC
WildWin.io Casino
Safety Index 5.3 Below averageCase summary
Discussion
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1 month 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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4 weeks 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.
Stay safe.
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4 weeks 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
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4 weeks ago
TranslationHi, I was a player on the site for a couple of hours before it froze and then was permanently banned! They blocked me around midnight (around 12:30 AM) on July 5th.
I only played live sports betting and also played a first deposit bonus on sports. I reached $60, so it was also thanks to the bonus, which was then withdrawable.
I uploaded all my documents through their casino website and also sent them to them via chat (the selfie with the document in hand).
As proof of residence I uploaded my credit card statement and as proof of deposit a screenshot of the deposit made by Zen.com.
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3 weeks ago
Thank you for your reply, Leonidax.
I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or its explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.
