Wild.io Casino - Pelaajan voitot on takavarikoitu.

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

Hello Attila,

Thank you for your response.

Please see my answers below.

1. What is your current country of residence, and which country did you select when registering your account?

I am a UK national. I registered my account while in Thailand and selected Thailand during registration.

2. Did you use a VPN or provide any inaccurate information during registration?

Yes, I did use a VPN.

3. Could you please explain why you registered your account under a different country?

I was travelling in Thailand at the time.

I understand that Wild.io may rely on its Terms and Conditions regarding restricted jurisdictions. However, my complaint is about the way those terms were enforced. The casino accepted my deposits, allowed me to gamble, and only applied the restriction after requesting KYC when I attempted to withdraw. If I was not eligible to use the casino, I believe the restriction should have been enforced before accepting deposits and allowing real-money gameplay, rather than after winnings had been accumulated.

For that reason, I believe confiscating approximately $498.79 in winnings was unfair, and I respectfully ask that the decision be reviewed.

Thank you for your response.

Could you please clarify when you used the VPN? Did you use it only during registration, or also while logging into your account, making deposits, and playing?

Could you please also let us know for what reason you used a VPN?

Thank you in advance for your reply.

Hello Attila,

Thank you for your reply.

I always use a VPN on my phone as a general security and privacy measure when browsing the internet. It is enabled by default and is not something I switch on or off for specific websites.

As a result, it would have been active throughout my use of the site, including registration, logging into my account, making deposits, and playing.

I did not use the VPN to conceal my identity or gain any unfair advantage. It is simply part of my normal online security practice.

Kind regards,

[Redacted]

Thank you for your reply.

After carefully reviewing all the available information, we must conclude that the casino acted in accordance with its Terms and Conditions.

During registration, you selected Thailand as your country despite being a UK resident, and you confirmed that you used a VPN throughout your entire activity on the casino website, including registration, logging in, depositing, and playing. By providing incorrect registration information and accessing the casino through a VPN, you effectively bypassed the casino's country restrictions.

While we understand your disappointment that the restriction was enforced only during the verification process, we cannot hold the casino responsible when false information was provided during registration and the account was accessed using a VPN from a restricted jurisdiction.

Under these circumstances, we are unable to conclude that the casino acted unfairly by confiscating the winnings in accordance with its restricted-country policy.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila