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Wild.io confiscated approximately $498.79 after KYC and restricted-country review

Complaint description

I am submitting a complaint regarding Wild.io’s decision to remove part of my account balance after completing its verification checks.

I am a UK national, although my Wild.io account was registered using Thailand as the country. Wild.io accepted my deposits, allowed me to play real-money casino games and permitted my balance to reach approximately $1,034.40.

After I submitted the requested verification documents, Wild.io informed me that the United Kingdom is listed as a restricted country under Clause 2.6 of its Terms and Conditions. The casino then reset my balance to what it says was my original deposited amount, approximately $535.61, removing around $498.79 in winnings. I was instructed to withdraw the remaining deposited amount, after which my account would be permanently closed.

I understand that the casino may close an account that breaches its restricted-country policy. However, I believe it is unfair for Wild.io to accept my deposits and allow me to gamble, but only apply the country restriction once verification was completed and I had funds available to withdraw.

I have asked Wild.io to provide:

My complete betting and transaction history

The exact amount confiscated

The version of the restricted-country terms applicable when I registered and deposited

An explanation of why deposits and gameplay were permitted

A review of the decision to confiscate my winnings

My requested resolution is for Wild.io to restore the approximately $498.79 removed from my balance and allow me to withdraw the full balance before permanently closing the account.

I can provide screenshots of the account balances, the verification page and the email from Wild.io confirming that the balance was reset because of the restricted-country policy.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What is your current country of residence, and which country did you select when registering your account?
• Did you use a VPN or provide any inaccurate information during registration?
• Could you please explain why you registered your account under a different country?

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,

Attila