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My withdrawal was cancelled and my account was closed because I played on a PC where another profile had already been playing. The money was transferred from my wallet and also paid out to my verified wallet. Based on the IP address, the casino assumes that one person played with two profiles. Please help me uphold my rights.

meine Auszahlung wurde storniert und mein Konto wurde geschlossen, da ich auf einem PC gespielt habe, wo schon mit einem anderen Profil gespielt wurde. Das Geld wurde von meiner wallet überwiesen und auch auf meine wallet ausgezahlt bei dem ich verifiziert bin! Anhand der IP Adresse geht das Casino davon aus, dass eine Person mit zwei Profilen gespielt hat. Bitte helfen sie mir mein Recht durchzusetzen .

Dear Hido,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please describe in more circumstances why you were playing from a computer that was already used by another profile?

• Have you used purely your own devices to register and play in the casino?
• When was your account registered in the casino?
• Have you activated bonuses in the casino?
• Have you completed account verification in the casino successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I played on the pc because my own was too weak and the games didn't run properly. I did my registration and registration via my cell phone. Yes, I also used a bonus and that was the second time in the casino. I didn't even know that another account was already registered on the PC I was playing on. My deposits and withdrawals were exclusively via my private wallet. They should please check who the other account is registered with and compare the two people. We are two different people. Thank you

Ich habe auf dem pc gespielt, da mein eigener zu schwach war und die Spiele nicht richtig gelaufen sind. Meine Anmeldung und Registrierung habe ich über mein Handy getätigt. Ja habe auch einen Bonus benutzt und das war sogar das zweite mal in dem Casino. Ich wusste nicht mal das auf dem pc an dem ich gespielt habe schon ein anderer Account registriert ist. Meine Einzahlung und Auszahlung lief ausschließlich über meine private Wallet. Die sollen bitte überprüfen bei wem der andere Account registriert ist und die beiden Personen vergleichen. Wir sind zwei verschiedene Menschen. Vielen Dank

Thanks for your reply.

• Have you completed account verification in the casino?
• What games have you played to accumulate your winnings? (slots, live games, betting on sports)
• How long have you played on the PC that was shared compared to your overall casino activity?
• Could you please send me the correspondence you received from the casino regarding the accusations against you? My email is tomas@casino.guru

+The account was never confirmed because I was blocked immediately after my withdrawal.

+I only played slot games and complied with all bonus conditions.

+ I made 2 deposits with my own PC and only played the withdrawal via the shared one.

+I will send you the email from the casino

+Zur Kontobestätigung ist nie gekommen, da ich sofort nach meiner Auszahlung gesperrt worden bin.

+Ich habe nur Slot spiele gespielt und habe alle Bonusbedingungen eingehalten.

+ ich habe 2 Einzahlungen mit meinem eigenen PC vorgenommen und nur die Auszahlung über den gemeinsamen gespielt.

+die E-Mail vom Casino sende ich ihnen zu

Thank you very much, Hido, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

OK thank you. Hopefully I'll wait for a positive response from you. Thank you for taking on my case. Greetings Hido

Ok vielen Dank. Ich warte dann hoffentlich auf eine positive Rückmeldung von ihnen. Danke das sie sich meinem Fall angenommen haben. Gruß Hido

Hello Hido,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wild.io Casino representative to join this conversation and participate in resolving this complaint.

Dear Wild.io Casino,

Could you comment on this?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi there Stefan,

We sincerely appreciate your time and effort in addressing this complaint. Our team has composed an email with further information which was delivered to you on February 16th.

We are looking forward to your feedback.

Kind Regards,

Wild.io

Dear Wild.io Casino,

Thank you for your response and the information provided.

Could you state if any bonuses were used in the mentioned accounts?

I'll be awaiting your reply.

As you can see in the attachment of the email addresses, these are two different people. The deposits were made from two different IP addresses and two different wallets!

Wie man Anhang der E-Mail Adressen sieht, handelt es sich um zwei verschiedene Personen. Die Einzahlungen wurden von zwei verschieden IP Adressen getätigt und zwei verschiedenen Wallet‘s !

Dear Wild.io Casino,

You stated in a previous email that there was a match in browser cookies. Could you provide me with these browser cookies or the same device hash?

Thank you very much in advance for providing the information.

Hello Stefan,

Our team has composed and sent you an email with the information you requested.

We are looking forward to your feedback.

Kind Regards,

Wild.io

Dear Wild.io Casino,

Thank you for your response and the information provided.

Hello Hido,

I have reviewed the evidence provided by the casino and it seems you have created two accounts. We have found out that there is an IP match, device match, similar gameplay, same deposit currency and you have taken three welcome bonuses on each account. Also, similarities in log-in times were found. Could you comment on this?

I'll be awaiting your reply.

Hello Stefan,

I would like to comment on this, they are two different deposit wallets and if necessary we can prove that they are different people. If you want, we can verify ourselves using video evidence or documents. The registration times are because I don't like playing on my cell phone and mostly played with my friend who has a large PC. We would be happy to verify ourselves!

Hallo Stefan,

gerne nehme ich Stellung dazu, es handelt sich um zwei verschiedene Einzahlungs Wallets und wenn es nötig ist können wir beweisen, dass es sich um verschiedene Personen handelt. Wenn sie wollen können wir uns gerne verifizieren anhand eines Video Beweises oder Dokumenten. Die Anmeldezeiten sind weil ich ungern über meine Handy spiele und meistens bei meinem Freund gespielt habe der einen großen PC hat. Gerne können wir uns verifizieren!

Hello Hido,

This is exactly the reason why the casinos have terms and conditions stating that only one account per IP is allowed. It is almost impossible to prove that you haven't played as one person as the IP match, device match, similar gameplay, same deposit currency, three welcome bonuses on each account and login similarities occurred.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.