Wildz Casino - Pelaajan tili on suljettu.

Well I opened an account in wildz casino and deposited 600eu through my skrill account and then I won 700eu

They asked for verification which is a normal process and as soon as my account got verified they blocked my account and told me to contact support which I did

They told me that I am banned from wildz and did not give me a reason just told me that the decision is final and that someone will contact me about my 700eu balance. I do not have a problem about them blocking my account I think it's due the fact that I self excluded myself from other casinos playojo and slotsmagic because I have a gambling problem

A week has passed and I heated nothing

I can't log into my account now because it's blocked

I want.my money

Can casinoguru help me pls

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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.

• Did the casino specifically inform you that your account was closed because of your previous self-exclusions at other casinos?
• When exactly was your account closed, and when were you informed that someone would contact you regarding your remaining balance?

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

They did not give me a specific reason why they closed the account they just told me that I am not welcome and the decision is final

I assumed that that was the reason and it has been locked since last wednsday 24th June

They do not reply to my emails

They informed me a week ago wednsday 24th June that someone will send an email regarding my balance

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, Martin (martin.l@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

Hello Chacum,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Wildz Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What was the reason for the user's account closure? Additionally, could you please let us know what is the casino's proposed solution to this issue? Will the user's funds be refunded and account kept closed?

Thank you in advance for providing us with your view of the issue.

Thank you martin

We will wait a bit more till the casino respond

They are still ghosting me

I even sent emails to dpo department at wildz and still no response

I alsa sent source of funds documents proactively without them asking for them and they created a ticked and now it shows as

resolved

Update

Account was blocked on 23 June post verification

It has now been 14 days of total radio silence from wildz

I have uploaded my active ecorga case file today and am waiting for the casino forced response to the auditor

"Hi Mediator, I want to provide a critical update regarding my blocked account. I am a resident of Malta and I have an active, signed self-exclusion ban with the Malta Gaming Authority (MGA). As Wildz operates under an MGA license, they were legally required to prevent me from playing. Since they allowed me to open an account and accept my funds before completing the KYC check, I request that Wildz verifies this MGA exclusion and safely returns 100% of my deposited funds to my payment method."

Dear Chacum,

thank you for your patience.

I can confirm I have received a response from the casino representative, confirming they are currently working on the case.

Meanwhile, could you please provide official confirmation of the MGA self-exclusion you mentioned? Are you certain it covers this particular casino? Please also clarify whether this was a land-based self-barring or an online self-exclusion.

In the meantime, we will also be awaiting further clarifications from the casino.

I have self excluded myself from Maltese gambling shops through mga. I have nothing to show b

ecause I sign the papers and they keep them. No I am not sure that it covers this particular casinos. It was a land based self barring.

Online self exclusions I made with slotsmagic and just casino. It is not normal still working on my case from 23rd june

it is not normal three weeks already. I just need to know what is the reason of blocking my account and what wil happen to my balance

Thanks

C***** b*******

"Thank you for the update. While I appreciate that the casino is working on the case, my account was locked on 23rd june immediately after I passed KYC. I proactively provided a flawless paper trail, including my official bank PDFs and Skrill screenshots showing the exact flow of my funds. Since all necessary documents have been in their possession for three weeks I kindly request that the mediator ask Wildz Casino for a concrete timeline for when this review will conclude and when my €700 balance will be released."

Dear Chacum & CasinoGuru team,

We understand this may be taking longer than expected to resolve but please be assured we are looking into the complaint and will get back to you when possible.

Best regards,

Wildz

My account was blocked nearly a month ago on June 23rd. I have already fully passed my KYC identity verification. Furthermore, on the very day my account was locked, I proactively provided my full Source of Funds (SOF) showing my bank transfers, Skrill logs, and wage slips.

The casino has already stated they do not require any further documentation from my end. Since they have had all necessary evidence and verified my identity for over three weeks, it is unclear what is causing this delay regarding a standard €700 balance. I would deeply appreciate it if the mediator could ask Wildz for a concrete update on what exactly is being audited.

Thank you for your continued help in resolving this.

Best regards,"

Dear Chacum,

thank you for your continued updates. I have replied to your emails.

Dear Wildz Casino representative,

as more time has passed, can you please give us some news on the proceedings?

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 Chacum,

I can confirm I have received a message from the casino. I will contact you soon regarding the next steps.

Oki

i am waiting for your email please

this is the email i got from ecorga

Subject: Re: My complaint - Urgent Update regarding eCOGRA

Dear Martin,

Thank you for your response. I need to provide an urgent update regarding the eCOGRA process.

I contacted eCOGRA as advised, but they have informed me that my dispute is invalid for their review because it is currently open and being investigated by a third party (Casino Guru). Per their official ADR policies, they cannot look at a case while another platform is actively mediating it. [1]

Because eCOGRA has closed the case for this reason, Casino Guru is now the only platform handling this dispute. I have attached the email from eCOGRA confirming their decision so you can see their stance.

Given that eCOGRA will not be issuing a verdict, can we please proceed with Casino Guru’s investigation regarding the two outcomes you mentioned?

Best regards,

C***** B*****

Dear Chacum,

thank you for your message, I have sent you an additional email.

Goodmorning

i have sent email to ecorga twice

i forwarded them to your email

i never got a reply

i do not know why the casino do not want to tell who the third party are

i think they are stalling

as i only made contact with casino guru and ecorga

And e corga does not repond back to me

they just told me that that my dispute is invalid and that it is being investigated by a third party

Dear Chacum,

thank you for your patience while we have discussed this issue internally.

I can confirm a call will soon be planned, where the casino will hopefully be able to offer further clarifications for us. We will update the thread with the proposed next steps once I know more.

Oki thanks martin

Thank you for the update. I appreciate Casino Guru taking the initiative to schedule this call. If your team needs any extra screenshots, timestamps, or evidence from my side before the meeting takes place, please let me know. I look forward to your next update.

Dear Chacum,

Thank you for your continued patience throughout this complaint.

Based on the information currently available to us, we are not in a position to reach a reliable conclusion regarding your complaint. As we are presently unable to assess the matter any further, we believe it is in everyone's best interest to temporarily close the complaint.

This is a procedural step and does not represent a decision regarding the merits of your complaint. The case will be reviewed again in three months, at which point we will assess whether any new information allows us to proceed.

Separately, as you have previously mentioned experiencing gambling-related difficulties, you may find our Global Self-Exclusion Initiative helpful.

I would also recommend visiting the BetBlocker website. BetBlocker is a free tool provided by a UK-registered charity that can anonymously block access to thousands of gambling websites across multiple devices. It can be configured as either a complete restriction or for selected vulnerable periods. Setup is quick, it supports multiple languages, and it works quietly in the background.

Thank you for your understanding.

Best regards,

Martin