WildTornado Casino - Pelaajan voitot on takavarikoitu.

Casino name: WildTornado Casino

--- COMPLAINT ---

I am writing to request assistance in resolving a dispute with WildTornado Casino regarding the confiscation of my account balance of €1,192.

SUMMARY OF EVENTS:

I held an active account with WildTornado Casino with a balance of €1,192. I received an email from the casino informing me that my winnings had been confiscated due to an alleged violation of their internal rules and policies. The email offered only a refund of my last deposit of €200, rather than my full balance.

At no point was I informed of any violation during my time playing on the platform. The casino has not specified which rule or policy I allegedly violated, has not provided any evidence to support their decision, and has refused to engage further, stating only that "the decision is final" and that they are "unable to provide further details regarding the investigation."

I formally disputed this decision via email, demanding a full explanation and payment of my €1,192 balance. The casino refused, maintaining their position without providing any justification.

GROUNDS FOR COMPLAINT:

1. The casino has withheld €1,192 in winnings without specifying the rule or policy allegedly violated.

2. No evidence of any violation has been provided to me at any stage.

3. I was given no opportunity to respond to the allegations before the decision was made.

4. The casino has refused to engage in any meaningful dispute resolution process.

5. The offer of only €200 (my last deposit) has no clear contractual or legal basis that has been communicated to me.

DESIRED RESOLUTION:

I am requesting the full payment of my account balance of €1,192.

I have retained full records of all email correspondence with the casino and am happy to provide these upon request.

Thank you for your assistance.

Yours sincerely,

[Redacted]

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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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Hi attila,

Thank you for your reply.

I played slots. It was a 200€ deposit i made and received a 100€ bonus. I had not completed verification at the time as account was instantly i think disabled after i won. I have since completed the Casino request for kyc completion which they asked me to do to send me my deposit amount only to which i have done so but on the basis that this is not acceptance of only returning my deposit but the full balance. The Casino still stand that they cannot tell me why they confiscated my winnings,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Sure, no problem Attila. That has now been emailed to you. Thank you.

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, Martina (martina.b@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,

Attila

Dear Chloespinner,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite WildTornado Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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 Martina, Attila and Chloe,

Thank you for your messages.

As outlined in our Terms and Conditions, specifically in the Anti-Fraud Policy section, the Casino reserves the right to suspend or permanently close player accounts and void any associated winnings in cases involving fraudulent activity, bonus abuse, or other breaches of the applicable rules.

Following an internal review by the relevant department, Chloe's account was classified by the platform as involving bonus abuse. In line with our Anti-Fraud Policy, the account was permanently banned and access to the platform was revoked. Consequently, the winnings obtained following the second deposit were voided, while the amount of the last deposit was refunded to the player.

We hope you understand that, for security, compliance, and fraud-prevention reasons, we are unable to disclose any additional details concerning the investigation or the factors that led to this decision.

Thank you for your understanding.

Kind regards,

WildTornado Casino

Dear WildTornado Casino Team,

Thank you very much for the update.

In order for us to make a fair and well-informed decision, I would kindly ask you to send the supporting evidence to my email address: martina.b@casino.guru.

Please rest assured that any supporting evidence you provide will be treated as strictly confidential and used solely for the purpose of reviewing this complaint.

Thank you very much in advance for your cooperation.

Dear Martina,

The request has been passed on to the appropriate department. Once we have all necessary information, we will send it to the email address specified above.

Best Regards,

WildTornado Casino

Thank you so much WildTornado Casino.

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 Martina,

As was instructed by you, we have replied to the email address specified above. Please check from your side. The email was sent two days ago.

Best Regards,

WildTornado Casino

Dear WildTornado Casino,

please let us know, once you send the money. Thank you

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 Martina,

Since August 6, Chloe has still not provided the requested bank statement that includes the deposits made to our platform, so we know that the provided IBAN relates to the same bank card.

Thank you, WildTornado Casino, for the update!

Dear Chloespinner,

I would kindly ask you to submit the required document to the casino and please let me know once this has been done.

Thank you very much in advance.

Hello Martina,

I have emailed the Casino proof of my 2 deposits to them on the 17th June as instructed below.

Dear Chloe,

Thank you for your email.

To proceed with the 992 EUR withdrawal request, we kindly request that you proceed with verification of your bank card, by uploading the bank statement in PDF for the **9039 card with the deposits made on our casino 2026-06-17 14:16 UTC and 2026-06-17 14:02 UTC visible. 

Best Regards,

WildTornado Casino Team

Hello Chloespinner,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear WildTornado Casino Team,

please, is there any update?

Dear Martina,

The refund has been successfully processed on August 20 UTC. We apologize for not informing you.

Best Regards,

WildTornado Casino Team

Dear WildTornado Casino Team,

thank you for letting me know.

Dear Chloespinner,

Can you please confirm that you have received the refund?

Thank you very much in advance

Dear Chloespinner,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.