Wild Casino - Player has been struggling to withdraw his winnings.

I built my balance rather quickly to about $220,000 on wildcasino.ag, a company owned by BetOnline, Sportsbetting, SuperSlots, and Tigergaming, which is referenced here https://www.commissionkings.ag. But I never collected that money. I was cheated, twice!

So I signed up, lost, lost, lost, lost, etc, then WON and kept moving my winnings up considerably over a short period of time. In the end I hovered at $220,000. I go straight to the withdrawal section, I’m done, I’m cashing out and I’m happy! When I enter $100,000 via bitcoin and hit submit, an error message pops up in so many words saying since you used a card for deposit, you have to wait 7 business days from the last date of deposit to make a withdrawal. Huh?! Why?! That’s not what I read...This was news to me as Wildcasino.ag specifically has a section on their FAQ page defining the payouts https://www.wildcasino.ag/faq that says it’s Mon-Fri

To me, that language seems like you can make a withdrawal any day but weekends. No mention of this sneaky error stating I needed to wait 7 business days to attempt a withdrawal. If that were the case, I wouldn’t have joined, as the quick and large payouts are the reason I chose them. Also, It even say on the payouts page https://www.wildcasino.ag/banking payouts would be same day. Again, why I joined. "QUICK & EASY CASHOUTS

The next best thing to winning money is receiving the cash and spending it. We understand that speedy withdrawals are a priority for our players, which is why we offer same-day payouts. We offer a number of payout methods, so you can choose the option that works best for you. One thing you can count on is that we'll get you your money faster than anyone else."

So what gives? I look over all the links and find on their rules page https://www.wildcasino.ag/rulesthe very first two sentences under Payouts are " PAYOUT RULES

Payouts may be requested at any time online via the cashier.

Please allow 24 hours for your payout request to be reviewed before the processing time begins."

So, again this further confirms what I read in other sections that I can submit a payout request any time and it’ll be reviewed within 24 hours. But here’s the kicker. After those initial 2 lines it says  "Please note that players depositing via credit card, debit card or prepaid card are required to wait a minimum of seven business days from their last deposit prior to requesting a withdrawal." How on earth would I have seen this or known this existing. As a consumer when you go to the FAQ page and it clearly says you’re going to get paid same day, up to $100,000 at a time, and the same page all the deposit information but doesn’t say anything about this random waiting period, what normal person would think the FAQ’s aren’t adequate to validate the basic and important questions that would likely get asked? 

So, Wildcasino.ag clearly misrepresented the true intent in all but one section of their site, perhaps the one section most don’t read. This is a massive difference to an online gambler waiting to leave the casino for 7 business days. Knowing 7 business days is an eternity when your access to the casino is instant, I decided to do the rational and smart thing and freeze my account to effectively ban me from gambling away my winnings, until 5/25, (the first available day for me to withdraw $100,000.) However, when looking for the settings to self exclude myself from play, I couldn’t locate it. It simply wasn’t on there.

I wasn’t made aware of the 7 business day waiting period for card and frankly it makes absolutely no sense. When I deposited this waiting period wasn’t mentioned. When I looked at the FAQ this wasn’t mentioned. Looking at the Withdrawals, absolutely no mention. Everything states submit the request and evaluated in 24 hours. With the exception of the singular page Wildcasino.ag knows their visitors aren’t going to first, there’s no mention of this. I believe my entire balance should be adjusted to the $220,000 as I wouldn’t have gambled it if I could have withdrawn it like I was lead to believe. 

This is unacceptable, and for a company who limits their communication to email or chat only, if chat is not there, you’re at the mercy of when they decide to act on your request. It’s always unfair to state on the FAQ and Payouts, and when depositing pages, same day payouts and not disclose such a vital piece of info that if card is used 7 business days are added on to your waiting period in hopes you burn all your winnings and make it impossible to cash. 

I am requesting my balance be restored and to afford me the ability to remove this waiting period to make my first withdrawal.

P.S. When you’re logged in to Wild, if you hit Contact Us and then click the email, it populates an email that gets bounced. Do you think they know this?? I’ll upload the video if requested.

-Respectfully

Dear Dkswrth66,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Do I understand correctly that you have deposited funds into your account via Bitcoin and wanted to use the same payment method to withdraw the profit? Could you please advise if you have withdrawn any winnings successfully from this casino in the past?

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

I have checked the Responsible Gambling section on the website and this is what I found https://www.wildcasino.ag/responsible-gaming:

"TAKING ACTION

We understand that your personal and/or financial circumstances may change and that there will be times when it makes sense to take a break. We also acknowledge that if you realize you have a gambling problem, it is important for you to receive assistance to stop.

For that reason, we provide a mechanism for you to stop gambling for a period of time, or stop altogether.

If you want to take a break from gambling, let us know. We can suspend your account for a short period of time or if you feel that your gambling has become problematic, you have the ability to self-exclude yourself by contacting our Player Services team. Having either of these options mean you will not have access to your account, and we will take reasonable measures to prevent you from using the account or opening another account.

Once the time out or self-exclusion is applied, you will also no longer receive any further marketing materials from us.

Your wellbeing is of the utmost importance to us."

Could you please advise if you have informed the casino about your gambling problem? Have you, by any chance, sent an email to cssupport@wildcasino.ag? Would you like to self-exclude yourself or is there anything else we could try to help you with?

Looking forward to hearing from you.

Best regards,

Petronela

I used card to deposit many times. This was the first time I attempted a withdrawal, and I chose bitcoin as the payment method. When depositing there’s no mention of a waiting period to withdraw funds.

The fact that their FAQ, Banking page for Deposits and Withdrawals has no mention of a 7 business day waiting period, rather all those pages imply the opposite - that payouts can be done at any time, is a lie. This is a deceptive business practice as most players would rely heavily, if not entirely, on the common pages that discuss banking/deposits/payouts/FAQs as the primary place to disclose any unique payout terms. But all those pages, again, every single page mentions you can make a withdrawal at any time. Every website out there that has given and "honest review of Wild casino" has the same outline, too. That withdrawals can be done at any time.

The trick is, the Rules page is the only place that has a single line buried within it that says if depositing by card there’s a 7 business day waiting period to withdraw. But every other reference to money, withdrawals, payouts, deposits, no mention of this clause is specified.

Doesnt the casino have an obligation to be clear and upfront with customers to specify withdrawal stipulations, rather than hide the truth, and limit it to one page (one sentence), that happens to contradict every other page on Wild and the sites that review them? Customers are led to believe they can withdraw funds or submit a withdrawal immediately. This is the common theme throughout. Then you get to the page to do it and the 7 business day waiting is mentioned AFTER you attempt a withdrawal?

That surely cannot be right. That’s 100% misleading and not disclosing the truth. Considering this material change is massively different from submitting a payout at any time, it doesn’t seem fair they don’t mention this at all, until you attempt your payout.

Put aside the self exclusion for a minute. All I want is the ability to get access to submit my payout at any time, like it says many times throughout their page. Because they denied me submitting this, it’s their fault the funds weren’t pulled from my balance and at least put in a queue. Even if there was a 7 day waiting period, my ability to submit it should not be restricted, rather, the payout itself should take 7 days. But they know what they’re doing, they are not giving you that ability to set aside your payout amount, they just reject it.

And I did email Wild Casino to freeze my account (to protect my funds) but when you are logged in and click the contact us page, then click the email they list, it actually populates an email with a typo, and your email never is delivered. It actually bounces and goes back to your spam box. Again, learned this the hard way. I even let Wild know about this issue, which they tested and validated is on their end too.

If you were in Vegas and went to cash out and the Cashier said "sorry, you used your debit card to fund your casino balance, you have to wait a week before you can cash out." don’t you think many people would feel cheated, and also more likely to lose their balance in part or while by having to wait around to take the money out?

The expectation is if there are specific caveats to payouts, that differs from the language plastered everywhere else, to let customers know very clearly what to expect before they deposit, so they can decide if this is the place for them to wager. Instead, Wild buries this to one sentence throughout their site, with every other mention of payouts being allowed at any time.

https://www.wildcasino.ag/banking

Deposits - No mention of 7 business day waiting period for Cards. See image attached when highlighting Visa card deposit.

Banking Payout - Card payout is not mentioned. If you choose Bitcoin, it says you can submit anytime up to $100,000. See image attached.

Banking Cashout - Only references same day payouts. See image

https://www.wildcasino.ag/faq

FAQs Deposit - No mention of 7 business day waiting period

FAQs Payouts - Clearly states anyone can submit a Payout at anytime

Payouts Page while logged in has no reference to 7 day waiting period.

Cashier Payments expanded

https://cashier.wildcasino.ag/dynaHelp.asp?Sportsbook=WildCasino&Topic=PayoutLimitsandFees&Lang=en#googtrans%28en%7Cen%29

Absolutely no mention of any waiting period.

This is all a mirage. A deceitful practice to get patrons to deposit their money, gamble and not allow them to withdraw their funds. I was never made aware of any waiting period in any environment until I tried to withdraw $100,000 and the random language popped up saying I needed to wait 7 business days because I deposited with card.

Its a shady practice at best, in an attempt to not pay out and leave the clients sitting around for 10 days in the casino hoping they lose everything.

In my experience with many other sites, this is NOT the norm. What you see is what you get.

Do you genuinely feel they presented the withdrawal info accurately to me?

If they had this clause shouldn’t it be more prevalent and highlighted to avoid any type of confusion?

At minimum my Payout request should have been accepted and then in queue for this long waiting period.

But to hide this waiting period up to the point a customer wants to get a payout, then get an error, and not even accept the payout submission is not logical nor is it a fair business practice to block this from being submitted and staying in the queue. This is an intentional act to push you back into the casino with your full balance. I’ve never seen this anywhere else and would expect your team would agree that these practices fall in the bait and switch category. Couple that with the fact that the email they list when logged in isn’t even a real email and it bounces, is further proof this is all by design. You can’t call them, the email they provided bounced, and chat wasn’t available. It seems so clear the business design here.

I’d like to work with Casino Guru and Wild to settle this. I’d like to turn this story into a positive one for me and them and seek a fair result.

I don’t believe with the facts I’ve provided that my basis for compensation is out of line at all. Their hidden and purposeful tactics should be held accountable in their role with calculated measures to stop me from ever seeing my winnings.

Let me know how I can send you the video of how their email they provide to users logged in goes to nowhere. This is additional evidence that Wilds communication is designed with no reasonable way to connect with anyone. No phones, wrong email that gets bounced.

I also have a chat transcript from Wild confirming this issue is not on my end, rather all their users will experience this

Thank you very much, Dkswrth66, for your reply. Could you please advise how was the waiting period of 7 days justified?

Not sure I understand the question because The waiting period was not justified! This is my whole point.

I knew nothing of any waiting period, as extensively highlighted in my prior comment. The waiting period should not have been there and I should have been able to submit my Payout at any time. Instead, when I attempted to submit my request for $100,000 payout, that’s when Wild had a little pop up stating I couldn’t even submit a Payout for 7 days business days.

There is absolutely no justification other than to undermine a players ability to collect when they win. If any player deposits via card, who in their right mind would want to play when the funds are deposited? If players were aware of a 7 business day waiting period, what motivation would a player have to start gambling if they can’t get a payout? So, players would deposit, wait 7 business days and then start gambling? It’s entirely a scam model to avoid paying players. If there angle was a concern that the card payment had processed before a payout can be paid, this still shouldn’t prohibit a player from submitting a withdrawal.

I cannot construct any logical reason for this hidden and intentional act, other than to keep a player gambling until their balance renders $0.00. Otherwise, a player should have the ability to submit their withdrawal and at least have it accepted and paid after this time has passed. But they don’t do that. Wild has created a model that benefits them and prays on those who win, knowing they cannot even request a payout, effectively pushing the player and said winnings back into their casino to gamble gamble gamble.

They knew I won, legitimately, and have record of my withdrawal request, even though it was never accepted. If a site has rules that delay the ability to submit a payout and those rules impose very long waiting periods, this cannot be fair to winning customers unless extensively disclosed throughout their pages to ensure the customers have a fair and honest understanding of what they will experience when playing.

The deposits I made and subsequently lost kept me returning to their site because of the fact the $100,000 payout amount aligns with my hopeful big win. That, along with reading over and over that payouts can be submitted any time (even though this is what every online casino offers) are the two driving factors I played with them. But when you win, you should expect the Payout to follow the language clearly defined in my prior comments with pics, that show no restrictions to submit a payout.

I am working to contact Manuel Sanchez Ortega, Executive Secretary of the Gaming Control Board for the Panama regulatory body which Betonline.ag, Wildcasino.ag, and other affiliated online casinos are licensed by, but I’d prefer Wild Casino work with you or me to resolve this and do the right thing and avoid having additional implications to their business.

https://ti2kgcvsxn3mgrekyxptzbt2xm-ac5fdsxevxq4s5y-www-mef-gob-pa.translate.goog/secretaria-ejecutiva-junta-de-control-de-juegos/

Side note, now that I log into my account, my option to deposit via card has been removed.

My sincerest gratitude to you and your team for assisting me. I genuinely hope Wild Casino or their parent company will remedy the situation.

I STRONGLY encourage you to look at all the companies that review and promote Wild Casino. Every single one says submit payouts any time. Absolutely no reference to this hidden 7 business day timeline. If the people who read and review sites professionally see it exactly as I did, how on earth would anyone know of this absurd delay. It’s downright fraudulent.

https://www.livecasinousa.com/wild-casino/

https://casinowhizz.com/online-casinos/wild-casino/

https://www.gamblingsites.org/reviews/wild-casino/

https://www.casino.org/reviews/wild-casino/

https://www.onlineunitedstatescasinos.com/wildcasino/

https://wizardofodds.com/online-gambling/casino-reviews/wild-casino/

https://www.bestuscasinos.org/review/wild-casino/#BANK

This list is endless and I fully intend to contact each of them to inform their customers. This isn’t a little oversight, it’s a massive blunder that will only benefit the casino and pray on gamblers to lose everything. I won, I should be entitled to submit my payout and collect on those winnings. My hope is Wild sees this with all the facts and realizes their error.

Sadly, it appears their sister/parent site Betonline.ag, a once highly respected casino, has terrible experiences going on too. Change in management?

https://www.trustpilot.com/review/betonline.ag?languages=all&page=4&stars=1&stars=2

I fully understand your frustration. However, it is nothing unusual in the world of online casinos, to wait a few working days for withdrawals to be processed.

Since you have decided to withdraw your winnings through a different payment method from the one used for deposits ("When I enter $100,000 via bitcoin and hit submit, an error message pops up in so many words saying since you used a card for deposit, you have to wait 7 business days from the last date of deposit to make a withdrawal.") there was the additional time needed to verify this new payment method.

Please understand that this verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification, documents, and payment methods, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. That would be the justification for a 7-day timeframe.

Could you please advise if you have ever used your Bitcoin e-wallet to deposit funds into your account or withdraw winnings through it? Looking forward to hearing from you.

I have deposited with both card and bitcoin before. When requesting a payout you aren’t presented an option for card payout. It’s not an option. It doesn’t exist. So, the theory of needing more time to evaluate who I am doesn’t make sense here, given that card withdrawal wasn’t a provided choice.

Also, I could see how your logic could make sense if I submitted my payout and the casino requested additional documents to approve my payout. However, I’ll remind you that my payout was not even accepted, thus any waiting period imposed on me would be a waiting period with no request to validate who I am, given my payout was not allowed to be submitted and was rejected.

Again, this notion they needed time to verify me is not possible in this situation, and would only be applicable IF my withdrawal was accepted and they contacted me to provide credentials to validate who I am before they pay. The reality is I submitted my payout, it was not accepted, it was blocked and therefore any credence we give to verifying who I am goes out the window. IF my payout was accepted, this whole conversation wouldn’t be happening. That’s the point. It was not accepted, no verification items were asked of me, as any verification would be associated with a payout, which again I was not given the ability to do, period.

p.s. Ive never received any emails from Wild asking for any info, ever. I see your angle but this is not the situation. Remember they denied my payout instantly the second I hit submit. Had they accepted my payout and needing x days to validate that would be logical, but they denied my ability entirely.

See Wilds withdrawals/Payout options after you scroll down the page. Card Payout option is NOT available for anyone, including myself.

https://www.wildcasino.ag/banking

To ensure you understand, I attempted to make a $100,000 payout but was instantly denied. It wasn’t accepted and then suggested it would take 7 days to review. Rather, It was rejected immediately on the screen and I was told I couldn’t even submit a request for review for 7 business days.

Additionally, I do want to re-state that I did email Wild to freeze my account immediately, but the email provided to me/customers when you are logged into your account has a typo from their programmers, causing the email to bounce and not arrive to their team. Whether that’s also intentional or not, I’ll let you decide. I made them aware of this after I became aware several days later.

I did everything right. I finally won, and attempted to submit my first payout via bitcoin - again, reminder no card payout option is available. When I exhausted every way to get my payout to be accepted I tried to find a mechanism to freeze my account temporarily until the waiting period to submit a payout would be enabled.

When I couldn’t find that on my own, I tried to contact them. I emailed them by clicking on the link they provide on the contact page, sent my message to freeze my account until 5/25 and that’s the end of it.

Wild has the typo in their email, which I would never know, so how could I know they didn’t receive it. I did everything right, and they should own the responsibility of these site flaws.

Had my payout been accepted and then delayed until verification was needed, no problem, I’ve done that dozens of times. I would have collected the entire $220,000. But they didn’t allow me to submit a payout, and that’s not right. They didn’t allow me to stop playing because the email I sent went out into the abyss where nobody received it. That also is not my fault.

I have dealt with big and small online casinos and I’ve never had an issue submitting a payout, EVER. This is a tactic obviously used to stop players from collecting.

Ive also never dealt with a casino that provides an inaccurate email address.

I lost plenty before I won there, but when I did win, it became a near impossibility to get paid within the normal standards of online casinos.

@casinoguru, have you ever heard of a casino not allowing a player to submit a payout? Have you ever heard of another casino that provides an inaccurate email?

These factors cost me everything and while they can try to spin it any way they like to get out of being held accountable, the truth is they are acting in bad faith with hidden and unknown schemes to do everything possible not to pay rightful winners.

As of this post, they still haven’t fixed the email pointing to an address that doesn’t exist. I’ve attached it but please hide my email if you know how to do that.

Thank you very much, Dkswrth66, for your reply. Could you please forward your cashier and game histories (game history in Excel format) to petronela.k@casino.guru?

I have checked the "Contact Us" section and this is what I found https://www.wildcasino.ag/contact-us:

Looking forward to hearing from you.

Your welcome. And I should be the one saying thank you!

Yes, if you click the link on contact us while not logged in, it appears the address populates correctly. I’d encourage you to sign up for a free account just for the purpose of being logged in. Once logged in, then repeat the same process and you’ll see the error in the email that occurs. For whatever reason this only occurs while you’re logged in your account. I also have a copy of the chat transcript from me and a "manager" on 5/20/2021 where I walk her through this email error snd she confirms that an extra "g" is populating. She thanked me and told me she will pass this along to their website technicians

Ill email Wild requesting my Cashier and Game History in Excel. They do not make any of this available on the player side.

Just emailed you the cashier info. Emailed their support and requested from chat as well my gaming history. I’m not holding my breath on them though.

I think it has been fixed since your intervention.

I will be waiting for any update regarding your cashier and game histories patiently. Thank you in advance.

It hasn’t been fixed. If you look at your last screenshots, you’ll notice the error.

In the image taken on Wilds page, notice the email ends with ".ag" - a single "g" at the end.

However, in the second image, (the one in your email), it shows ".agg" - including an extra "g" to the end of the email. Do you see it now? It’s not fixed, and If you send and email to that domain, it bounces.

As for the cashier history I emailed you what they provided over chat. The rep stated they couldn’t send via excel, so I copied the chat and emailed it to you.

I requested my gaming history and balance throughout and the chat agent said they’d email it but nothing has come through, yet.

Well, Petronela, my instincts were right.

Wild Casino has refused to send me a copy of my wager history. (Good thing I took screenshots of my balance and language)

Last night, the agent on chat said to email the request for my wager history and that he’d also request it on his end. I sent an email to their team asking for this info, but no reply. I just went on chat with them again and the agent first stated they don’t have to provide me with any of my wager history. I pasted the language from their Terms and Conditions, section 4 "Players Rights" and he argued that the language I pasted isn’t from their site. He said I copied it from somewhere else, which is obviously not true. He then pasted what he said are the rules, but he literally copied the same language that says a player can request a copy of their wager history at any time. When I pointed out to him that what he sent says exactly what I’m saying, he said management has final say and can change the rules or guidelines at any time and they will not be sending me my wager history. I was courteous and respectful trying to understand why they wouldn’t provide MY history and he kept trying to close the chat while saying management gets to decide what they do, and they will not be providing me with anything.

https://www.wildcasino.ag/terms-and-conditions

"4. PLAYER RIGHTS

The client reserves the right to question or request clarification of rules, policies and procedures implemented by Wild Casino. Questions should be directed to an Account Management representative either through the phone or through our online chat system. In the event there may be a discrepancy with the grading of a wager or an account balance, the client may request to listen to a recording of the call when the wager was placed (if by phone) or the client may request a report of their wagering activity at anytime online."

They removed the ability to get a copy of the chat transcript emailed, so I copied it and have pasted it in the next comment section for your review. I’ve also emailed this to your email, too.

Please confirm you received my original email last night that is a copy from chat last night, which specifies the deposits I’ve made, the dates, and the method of deposit.

I’m completely blown away by their unprofessionalism, cold attitude, continued changes, and ability to seemingly change anything they want on a whim, without being held accountable for anything.

I always want to give the benefit of the doubt to people, but after this series of continued issues, it’s becoming clear this business has designed their platform with intentional acts to portray one thing to lure players and their money in, but behind the scenes have implemented many safeguards to ensure a player cannot reasonably collect.

Please help me, Petronela.

Welcome to Wild Casino!

Let’s make sure we get you connected to the right resource. What can we help you with today?

You at 8:00, May 26:

Technical Issue

Read

Info at 8:00, May 26:

You are now connected to Greeting Bot.

Greeting Bot at 8:00, May 26:

Thank you. Who am I chatting with?

You at 8:00, May 26:

Dylan

Read

Greeting Bot at 8:00, May 26:

Please allow a few moments while you are transferred to an agent.

Info at 8:01, May 26:

You are now connected to Peyton Hall.

You at 8:01, May 26:

Hi Peyton

Read

Peyton Hall at 8:02, May 26:

Hello, thank you for contacting Player Services. This is Peyton. I will be guiding and providing you any information you may have in regards to your account.

Peyton Hall at 8:02, May 26:

How may I assist you?

You at 8:02, May 26:

I was on chat last night and asked the agent if I could receive a copy of my wager history in excel. He said he would submit the request and that I should also email to get it expedited. I haven’t received it yet. Can you see if this can be provided?

Read

You at 8:04, May 26:

I couldn’t find my wager history on my account.

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Peyton Hall at 8:07, May 26:

Dylan

You at 8:07, May 26:

Yes

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You at 8:07, May 26:

Did you reply?

Read

You at 8:08, May 26:

Are you there?

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Peyton Hall at 8:09, May 26:

Our website does not provide lists or tracks of the plays you have done.

You at 8:09, May 26:

Got it. That’s what I figured.

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Peyton Hall at 8:09, May 26:

In addition to this information given and shared, Is there anything else I can assist you with at this time?

You at 8:10, May 26:

Sorry, to clarify, the website doesn’t give this information, but as a player I can’t get access to my wager history and balance history tied to may wagers upon request?

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You at 8:11, May 26:

When I was on chat last night the agent said to email and they would send it. He said that he’d have it sent as well but the email couldn’t hurt.

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Peyton Hall at 8:13, May 26:

Dylan, the email team has not started working, I am now informing that we will not be releasing that information. We are happy to provide information about your deposits done, yet history or list of play is not something our site does. My apologies for the inconvenience.

Have I answered all of your questions?

You at 8:14, May 26:

Not exactly. I understand what you’re saying but I’m not sure why I wouldn’t have the ability to see my history upon request.

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Peyton Hall at 8:15, May 26:

That is our site works. My apologies for the inconvenience. You are more than welcome to take your own perspective regarding this. Will there be anything else?

You at 8:15, May 26:

I’m not trying to be combative, but I’m the history of online casinos this is the first experience I’ve had where a casino wouldn’t provide this info relative to my own account and play, upon request.

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You at 8:16, May 26:

Peyton, to be clear, how would I ever audit my play if I cannot gain visibility to anything?

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Peyton Hall at 8:18, May 26:

Dylan, I am truly sorry, nonetheless, that is not how our site works. Please let us know if you ever find an online casino or a face-to-face casino that does something like that.

Peyton Hall at 8:19, May 26:

When signing up with our site, you accept the conditions of our site works.

You at 8:19, May 26:

Ehh, every casino does this.

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You at 8:19, May 26:

Peyton, please review your T&C’s.

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You at 8:19, May 26:

4. PLAYER RIGHTS

The client reserves the right to question or request clarification of rules, policies and procedures implemented by Wild Casino. Questions should be directed to an Account Management representative either through the phone or through our online chat system. In the event there may be a discrepancy with the grading of a wager or an account balance, the client may request to listen to a recording of the call when the wager was placed (if by phone) or the client may request a report of their wagering activity at anytime online.

Read

You at 8:19, May 26:

" the client may request a report of their wagering activity at anytime online."

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You at 8:20, May 26:

That’s from your page.

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Peyton Hall at 8:20, May 26:

That is not from our site.

Peyton Hall at 8:20, May 26:

You seem to be looking at another page

You at 8:20, May 26:

https://www.wildcasino.ag/terms-and-conditions

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You at 8:20, May 26:

Is this your site?

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You at 8:21, May 26:

im literally on your site.

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Peyton Hall at 8:21, May 26:

Please do visit our website's rules at https://www.wildcasino.ag/rules

You at 8:21, May 26:

Scroll to the bottom of your site and click terms and conditions.

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Peyton Hall at 8:21, May 26:

The client reserves the right to question or request clarification of rules, policies and procedures implemented by Wild Casino. Questions should be directed to an Account Management representative either through the phone or through our online chat system. In the event there may be a discrepancy with the grading of a wager or an account balance, the client may request to listen to a recording of the call when the wager was placed (if by phone) or the client may request a report of their wagering activity at anytime online.

You at 8:21, May 26:

That quote in section 4 for players rights is from your site.

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You at 8:22, May 26:

You just cited the exact language I’m referring to

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You at 8:22, May 26:

read the last sentence of what you pasted.

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Peyton Hall at 8:22, May 26:

The management has decided that will not be releasing any play or track of plays. Thus, I am reporting the correct information.

You at 8:23, May 26:

" the client may request to listen to a recording of the call when the wager was placed (if by phone) or the client may request a report of their wagering activity at anytime online."

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You at 8:24, May 26:

K in

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You at 8:24, May 26:

I genuinely do not understand. Your language matches the language I stated. It clearly says the client (me) can request a report of my wager activity at anytime

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You at 8:26, May 26:

I’m not pulling this from thin air. This language is from your website and also from the language you just sent. Why would I be refused access to this activity when your company says as a player I can request this anytime?

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Peyton Hall at 8:28, May 26:

Dylan, the management has decided not to be releasing that. I am truly sorry. All the decisions of WC management will be final.

Peyton Hall at 8:29, May 26:

Have I answered all of your questions?

You at 8:29, May 26:

Can you please stop trying to end the chat and give me an opportunity here?

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You at 8:29, May 26:

I don’t understand what’s happening.

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You at 8:30, May 26:

Management can override the rules?

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You at 8:30, May 26:

They can remove the rights given to a player?

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You at 8:32, May 26:

I’m genuinely confused and concerned that my request, which doesn’t seem like a big one, and aligns precisely with the language on your website, would be denied by management. They are overruling the language?

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You at 8:34, May 26:

Have i done something to offend you?

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Peyton Hall at 8:34, May 26:

I have confirmed and asked and the management will not be releasing any plays, Dylan. You take it or leave and you are more than welcome to create your own approach about this decision which is final. No need for concern or confusion. Just conciseness to the information that I have shared in regards to the request you did and the team email has not started working. Please accept our sincerest apologies for any inconvenience that this may have caused to you.

You at 8:35, May 26:

Again, what are you talking about?

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Peyton Hall at 8:35, May 26:

Will there be anything else? Are you still there?

Peyton Hall at 8:36, May 26:

They can remove the rights given to a player?: Yes

Peyton Hall at 8:36, May 26:

Have i done something to offend you?: No

Peyton Hall at 8:36, May 26:

Management can override the rules?: Yes

Peyton Hall at 8:36, May 26:

I don’t understand what’s happening: Dylan, the management has decided not to be releasing that. I am truly sorry. All the decisions of WC management will be final.

You at 8:36, May 26:

Your site, your language, even what you pasted says I can ask for a copy of my wager history any time. I’m trying to understand why I would be denied this request, given all the language stating I can ask for it.

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Peyton Hall at 8:37, May 26:

I have confirmed and asked and the management will not be releasing any plays, Dylan. You take it or leave and you are more than welcome to create your own approach about this decision which is final. No need for concern or confusion. Just conciseness to the information that I have shared in regards to the request you did and the team email has not started working. Please accept our sincerest apologies for any inconvenience that this may have caused to you.

You at 8:37, May 26:

Ok, I get it, management doesn’t want to provide this to me. Can you at least help me understand why? This doesn’t make sense.

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Peyton Hall at 8:38, May 26:

It is their decision and I am informing you. My apologies for the inconvenience. Whether why or why not, it is internal and I just comply by providing you the information.

continued....

You at 8:39, May 26:

I fully understand that you are doing your job and you’re the messenger in this, but can you please kindly ask management why this is not being honored?

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Peyton Hall at 8:40, May 26:

Dylan, I have made the note.

You at 8:40, May 26:

What note?

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You at 8:41, May 26:

It’s clear management has the ability to do as they wish with anything on your site. I’m just struggling to comprehend WHY my wager history would be denied. Management has made a decision not to provide it, and I’m trying to understand why.

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Peyton Hall at 8:42, May 26:

A note to this inquiry in the escalation created yesterday about this request which has been already oversee by the management team.

Peyton Hall at 8:42, May 26:

Is there anything else I can assist you with at this time?

You at 8:44, May 26:

Can you simply give me a reason why. At this pint I just am looking for why they wouldn’t honor this request. Given this is my historical play, at this point if they choose not to provide me access to it, I am seeking a simple reason why they don’t want to provide it. That is my only question right now.

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You at 8:46, May 26:

I’m not asking for any personal info on anyone in your company. I’m just asking for my wager history. My wagers, nobody else’s. They have denied me this opportunity, and you’ve made it clear management can do as they wish with the rules that are on your site, so a basic explanation is all I want.

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You at 8:47, May 26:

I’m truly in the dark why they are denying this, and literally looking for an understanding why they are adamant about not providing this.

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Peyton Hall at 8:49, May 26:

It is their decision and there is no note about why or why not. I have informed you. My apologies for the inconvenience. Whether why or why not, it is internal and I just comply by providing you the information.

Peyton Hall at 8:49, May 26:

There is nothing else on my end, that I can do other than informing you. The decision was taken.

Peyton Hall at 8:51, May 26:

Will there be anything other than all this information stated that I can offer assistance for?

You at 8:52, May 26:

Ok. I can see there’s no transparency or opportunity to gain clarification. I do not understand why, nor do I understand how management can simply supersede this defined language part of your website. Thank you for chatting. I know this is not your doing, but it’s disheartening to say the least.

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You at 8:52, May 26:

No, that’s it for now.

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You at 8:53, May 26:

Is management available by chance? Or is it fair to assume they don’t communicate with players, too?

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Peyton Hall at 8:56, May 26:

The communication is via here for request or clarification of your deposits and promotions inquiries. and I have informed you about the decision of a request you made. The management team is not available.

You at 8:56, May 26:

Thank you. Have a great day, Peyton.

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Peyton Hall at 8:56, May 26:

Dylan, Be safe and it was my pleasure to assist you today.

Peyton Hall at 8:56, May 26:

Have a blessed day, too!

Conversation closed by the agent  at 8:57, May 26:

Thank you very much, Dkswrth66, for providing all the necessary information. Yes, I can see, that the problem with the email address hasn't been fixed completely.

I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for your diligent work. I can tell you my feelings are still the same. I just want to resolve this and put it behind me with Wild Casino and close this out.

sadly, based on how they’ve treated me, they don’t seem to care if they are wrong or right or what reviews say about them.

Yet, my faith is still there that a resolution can be accomplished. Thank you for being so professional throughout.

Anything I can do?

Hello Dkswrth66I.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you, Jozef. Your help In negotiating a remedy is very much appreciated. I hope they can see the facts and work to put this in the past.

Keep in mind if Wild doesn’t answer, Betonline.ag, their parent company, will. They have all my details, too apparently.

Dear Dkswrth66,

Thanks for submitting your issue in detail. I will refer your case to our Customer Support managers and request them to look into resolving your case.

Regards

Wild Casino's Rep for Casino Guru

Thank you, Wild Casino. I appreciate the prompt follow up and the desire to resolve this case.

I want to be an advocate for Wild Casino and share my winnings story in a positive light, because I’ve played on 10’s of sites and I think your games are some of the best around!

I look forward to putting this behind us.

Hello Dkswrth66I.

Please, let me know if there is any new information.

Dear Wild Casino team.

Thank you very much for your cooperation. I am extending the timer by 7 days.

I haven’t heard anything from the casino. Other than their comment with the desire to resolve this.

I believe they are reading over the entire complaint and seeing the issues. To confirm, their team can see the public and private sections of this complaint?

They can see the bounced email, the video showing that the email that provided is not accurate to connect to support, the chat section where their agent said management can change the rules for anything at any time without notice, etc?

Thank you, Jozef. Being that Wild Casino, Betonline, sportsbetting, etc are all part of the same organization, are the other casinos like Betonline made aware of this complaint too?

Dear Dkswrth66,

As promised, I have discussed the case with Customer Support and according to our rules, players that deposit with a credit card are subject to a 7 business day hold to ensure legitimate use. Please understand that this is done in order to protect our customers from potential credit card theft or fraud. As per our records, you have deposited $1k, ran up a winning balance of over $200k and from there you continued playing until you lost it all. You made contact with our customer support AFTER you lost the money, stating that we do not offer the option to freeze the account. Our Customer Support have explained that you on various occasions that you could have chosen to stop playing after you won, withdrawn any winnings or logged off, however you chose to continue playing until you lost all the money.

Unfortunately, under these circumstances, we cannot be held responsible for your action or choice to continue playing with your winnings as you did not specify that you may have a gambling problem and therefore required responsible gaming settings to be applied.

Regards,

Wild Casino

@ Wild, the 7 day hold you speak of doesn’t allow for a customer to submit a payout and then have your team let it wait 7 days to ensure no fraud has been committed. It blocks the ability entirely to submit a payout. It doesn’t allow for the payout to be submitted and then verified for safety, it just stops you from submitting

Additionally, I emailed your customer support team to freeze my account until that 7 day period has lapsed, at which point I would theoretically be able to submit a payout. I emailed your team while my balance was over $200k and didn’t log back in until the following morning, which I expected to see access blocked, but it wasn’t.

However, the email you provide to customers while logged in is not valid, and my attempt to communicate my desire to freeze my account was not received, rather bounced back to my junk mail. The email is your responsibility to provide with accuracy, not mine.

Your site still hasn’t remedied the error with the email pointing to an inaccurate destination. You also don’t have a phone to call for immediate concerns. I was under the impression that my email would be received by your team. But, again, with providing customers with a fake email, you’d never get this message, and customers like myself are set up to lose everything.

And, while your rules section might state there is a waiting period to submit a payout of deposit is made by card, your site has at least 6 other links that reference banking, deposits, cashier, faq, etc and have zero reference to this statement.

Answer this- Do you have a digital record showing I attempted to submit a payout for $100,000?

Also, can you tell me if my statement about providing an email that is not accurate, is factual? Because I have the video, and I have the proof and I have the bounced email, and I have the copy of the chat. These are the facts!

Hi Dskwrth66,

Can you please advise which email address is not working?

I want to try testing it myself and if it really does not work, will try to see if there is another way to solve this issue.

I am not part of Customer Support so I do not know what email address is provided in case of issues/complaints.

I am the rep who manages the relationship between Wild Casino and Casino Guru so I also step in to assist players who submit complaints here.

Thanks and regards

Wild Casino

Thanks Dylan for providing this detailed information.

I will revert back to our Customer Support and see if there's a way we can somehow resolve this issue.

Please bear with me while I try.

Regards

Wild Casino

Thank you. I appreciate you actually listening to what I’m saying and giving me a chance to explain everything. If only your chat folks were as gracious, I think this whole thing could have been resolved long ago.

Nonetheless, thank you. I have screenshots, details, info, etc as much as you need. I appreciate your pursuit to find a remedy here.

@Wild, Good afternoon to you. While I know you saw my screenshots of the email and subsequent error, which I previously stated CasinoGurus team also validated independently, did you have an opportunity to watch the video via the link that shows a real-time experience?

Also, can you confirm my suspicions that the error with the email was only fixed within the last couple days?

Lastly, I do not wish to highlight this complaint any longer than necessary and while you’ve been gracious and asked me to bear with you, can you kindly provide me with any update to our mutual goal of resolving this?

Thanks in advance

Hi @ Wild Casino,

I hope your week has been well. I haven’t received a call from Wild or a new comment from you on here, since I provided video and screenshots that validated my statements.

I do realize this is a big amount and therefore likely requires approval from the very top to resolve this, but can you kindly provide the current status and what we collectively can do to rectify the situation?

I’m happy to have a call with you or your team to "see if there's a way we can somehow resolve this issue" where we both feel the outcome is with the truest intent to do the right thing for all parties. If you prefer to keep this on here, that is fine, too.

As previously stated, when this is remedied (as I trust it will be) I’d like to put this behind us and continue to play on your site as an advocate to the online casino world and the many players and groups I’m connected with, to highlight my winnings and your slots! Let’s turn this into a positive!

I absolutely look forward to your reply (or call) and thank you for your reciprocal transparency.

Dear Wild Casino team.

Is there any new information, please?

@ Wild, quick favor to ask of you. As a summary to most of the previous comments on here,can you help answer the questions below? My greatest appreciation for your help with this matter:

Can you get digital confirmation I attempted to submit $100,000 twice on 5/15?

Can you provide my balance at the time of my email to Wild urgently asking to freeze my account, which was 9:27 PM on 5/15?

CasinoGuru, Wild, and I have confirmed in many ways the email provided was invalid at the, yet the offer stands if you’d like the recording showing this steph by Steph.

Can you confirm I made several large deposits with card and bitcoin, for several thousands of dollars over a few days leading up to the 15th of May?

Can you confirm the date the CS email was corrected by your team to fix the type with the extra "g"

Can you confirm I had a chat with "Summer" to walk her through and support Wild to remedy this error which I felt opened them up for many customer issues. That she validated this incorrect error issue I faced happen on her PC, too, that’s she was unaware, and said she’d have your website developers fix it right away

Please provide a confirmation that I made several deposits over a few days with card and bitcoin, for several thousands of dollars and lost, before I won on this last deposit.

Most importantly, you stated your team informed you that I "ran up a winning balance of over $200k and from there you continued playing until you lost it all. ". Can you please correct this statement to reflect that shortly after my email at 9:27 on 5/15, I did stop playing, I didn’t just lose my balance as previously stated. My balance actually sat untouched for hours while my email to your "24/7 customer service" team was sent with urgency to temporary freeze my account. Please kindly confirm my statements are factual.

Sorry for asking so much, it would be near impossible to get any of this validate via chat, so thank you.

All the best!

Hi Dylan,

Apologies for the late response as I was away on a long weekend.

Will look into obtaining this information for you.

Regards

Wild Casino

Thank you @Wild. Glad to know you were on vacation, not changing careers.

I do hope you know that I called in to Betonline to ask for a manager or the person who replies to complaints on CasinoGuru. Arnold, the rep was very gracious is saying he honestly had no clue who that would be but will try to relay a message to you, as I hadn’t heard an update in about a week.

When he pulled up my account he had all the details of prior notes and he was kind enough to let me speak and explain why I wanted to finally resolve this and speak with you or a manager.

After giving him all the details, including the two attempts to submit a payout, the fact that the ability to submit a payout is blocked for 7 business days was never displayed at any point in signing up and that it’s contradictory to every other banking/deposit/payout page on your site. I told him that every casino review site has no mention of this 7 business day waiting period and it should have been more forthcoming to ensure the customer knows what they are signing up for. At the very least, while the card is being verified, the payout should have been accepted and stayed in processing for the 7 days. He agreed and said he completely understood.

When I told him that my honest desire was to cashout, and a digital record will show this to be the true, but it wasn’t permitted, I was left with no phone number and only email.

Bless this man for listening to me, but I then explained once my $100k payout request wasn’t being accepted I tried to Find a mechanism to temporary freeze my account, just as it states on the responsible gaming page. But that didn’t exist. I went on to share that I gamble big and aggressive and usually lose, but when I win, i win big, and I cashout, period. Knowing that I was stuck in the casino for 7 business days, and knowing what any gambler knows, I explained I emailed Wilds team with an urgent request to freeze my account while my balance was intact and to protect the rare big winnings.

He agreed and made a comment about winning that much and being in the casino is dangerous and even made a statement implying he has lost or knows people that have lost because they can’t get up and cashout in a casino.

So, when I explained I sent the email and the next day I tried logging in, and it allowed me, I was standing there in the casino with my full balance that I desperately was seeking to protect, and ultimately lost.

I told him that I have video proof and 2 others that have validated the email provided was invalid and he said something to the effect of that’s not acceptable and also agreeing that I should have had the ability to freeze my account immediately

So, I asked him his opinion and he said as a gambler, he believes me completely because he knows what it’s like to be stuck in the casino. He said the fact the email was invalid and didn’t allow me to protect my funds is not okay (I’m paraphrasing but this is accurate) and also felt the payout could have at least been accepted, held, and then paid 7 days later.

He thanked me for sharing my story and said he’d pass it along to management, that he believed everything I said to be truthful, and to have patience while management can fix this, which he felt they would

I share this because I feel this is a guilty until proven innocent situation and I know without question I wanted to cashout, and since that wasn’t permitted I quickly moved to freeze my account given I wasn’t allowed to submit the payout.

I hope when you obtain the answers from the questions I asked in the last section, you too will see this as it is and work with your management to advocate and rectify this.

As it stands, don’t you guys owe me for helping you fix your erroneous email address that many customers likely have been trying to communicate to you at 😉? Likely your business is growing immensely because of my support.

While this is all very serious, stressful, and exhausting being in limbo, my expectation is to receive good news from you, and a plan to swiftly close this case out.

I look forward to hearing your update.

@ WILD - Have you conducted an investigation that confirms my statements, and when can I expect we can resolve this?

Hello Wild Casino team.

Please, is there any new information from your investigation?

Hi Dylan,

I am glad you managed to speak to someone internally. Unfortunately I don't know about this because we are spread all over the world and in normal circumstances I am not normally involved in player related matters unless they come through one of our advertisers like in your particular case. I have a reply to the set of questions you sent me last week as follows. These replies have been sent to me by the player support managers so I am pasting them below for you. I have put your questions in bold and the answers I got from Player Support in italics so you can distinguish between them and when I am addressing you in normal font.

2.Can you get digital confirmation I attempted to submit $100,000 twice on 5/15? – Negative. Players that deposit with a credit card or have a rollover do not have access to the Withdrawals Section in the Cashier until either the 7 business day hold is up or the rollover has been completed.

3.Can you provide my balance at the time of my email to Wild urgently asking to freeze my account, which was 9:27 PM on 5/15? – As stated previously, the player contacted us at 4pm May 15th to ask the reason he could not withdraw. Agent advised credit card deposits are subject to a 7BDH and eligible payout date would be May 25th. Player contacted us again and was told about the benefits of crypto vs. CC deposits (ex: deposit and cash out same day) on May 15th at 8pm. After funds were lost, player contacted us first claiming the games were rigged. Player provided with: rigging any game would hurt the business more than help. Player requested refunds and also reminded that funds were already used. Contacted us numerous times after claiming games were rigged, wanted us to credit the balance back, a GWG (case I previously outlined), then back to rigged and wanting the balance back.

4.Can you confirm I made several large deposits with card and bitcoin, for several thousands of dollars over a few days leading up to the 15th of May? – Deposits are as follow: $980 BTC May 13; $981 May 13; $1,000 CC; $900 May 14 CC; $500 May 15 CC; $1,000 May 15 CC at 3pm.

5.Can you confirm the date the CS email was corrected by your team to fix the type with the extra "g" – player brought this to the attention of Summer on May 20th.

6.Can you confirm I had a chat with "Summer" to walk her through and support Wild to remedy this error which I felt opened them up for many customer issues. That she validated this incorrect error issue I faced happen on her PC, too, that’s she was unaware, and said she’d have your website developers fix it right away. Yes on May 20th

7.Please provide a confirmation that I made several deposits over a few days with card and bitcoin, for several thousands of dollars and lost, before I won on this last deposit. See point 4.

8.Most importantly, you stated your team informed you that I "ran up a winning balance of over $200k and from there you continued playing until you lost it all. ". Can you please correct this statement to reflect that shortly after my email at 9:27 on 5/15, I did stop playing, I didn’t just lose my balance as previously stated. My balance actually sat untouched for hours while my email to your "24/7 customer service" team was sent with urgency to temporary freeze my account. Please kindly confirm my statements are factual. We are unable to see breaks without doing an actual data server run. If you believe it’s truly necessary, we can request our data servers team to obtain the information.

Note: The player contacted us on May 14th for his 10:30am deposit instructing he could not deposit via BitCoin. We attempted to run a credit card deposit in-house and was told about the 7 business day hold on payouts. Deposit was declined to which the agent informed about using MoneyGram as another option.

As you can see above, players last deposit was made at 3pm on May 15th. He started his winning streak, contacted us at approximately 4pm and was informed of the 7 business day hold on credit card deposits. He continued playing keeping the winning streak going as he contacted us again at 8pm and was again instructed on the 7 business day hold and the benefit of using crypto as a deposit method with the main benefit of him being able to deposit and cash out the same day.

Let me know if you need me to obtain further information on your behalf.

Regards

Wild Casino Rep for Casino Guru

@Wild, here is my final comment.

Responsible Gaming is a very big issue. This is nothing you aren’t already aware of. I applaud you for having a link in your site to highlight this severe problem.

You admit that your email that you provide was incorrect, therefore making my email attempt to you to freeze my account, and gamble responsibly, and not lost my balance, impossible.

By admitting that your site only fixed this email issue AFTER I made your team aware, is further proof that I had no way to freeze my account. You must provide me with this rights and tools to stop playing if I ask. I did ask, but your site gave an invalid email. My email screenshot, and when you confirm my balance at the time, along with not losing wagering after for many hours, is proof that I was under the impression my account freeze would be honored.

Given you admit my email went to the wrong place, which your team didn’t receive, and only fixed the email after I told your team, confirms your responsibility in this. I will not be bullied by a casino for my rights. I will not be painted like a criminal, when I did everything right to protect my balance.

Your casino needs to run a report of what my balance was when I sent the email, and then when you confirm that my statement is true, you need to own the fact that you provided customers an inaccurate email to stop gambling.

I see what youre doing, and I’m giving your casino an opportunity to accept your part in this issue. If you do that, I believe we can come to an agreement together on how to move forward.

If you are unwilling, then I’ll take these facts, your very own confirmation that the email was invalid, and present them to as many authorities, attorneys, gaming commission, Blue High House, Broce Pinilla & Associates, in Panama, and every authority in the US and otherwise to ensure justice is brought. I’ve been civil, and ive been kind, and even generous, but enough is enough.

Youve admitted that the email to your team was invalid. Do I really need much more than your own confirmation, along with my email and timestamp to convince any competent party that you didn’t give me the chance to freeze my Account?

You can paint me any way you like and try to use the "he gambled it all away and that’s his fault position" but the REAL truth is I used the email you gave to freeze my account, which you’ve verified was provided to me inaccurately. THAT confirms everything. That says I had no chance to gamble responsibly and stop at any point, and my attempt to freeze my account and use solid judgment, was all a mirage UNLESS WILD PROVIDES AN ACCURATE EMAIL.

Im tired of this debate. Whether intentional or not, your email was bogus and I tried to freeze my account. I didn’t try to login for many hours after. I’m implore you to think about the best path to doing what’s right given the facts.

I don’t want to drag this through court or any other channel, but I know what’s the real truth here, and if that means I must pursue litigation, so be it. I cannot just accept that you knowingly provided an invalid email, acknowledge that I sent you an urgent message to freeze my account, and you stand there unwilling to resolve this in any capacity.

Feel free to contact me direct or through here, either way, I expect you guys to be bigger than this and own up to your failed protective measures that you assure players to have.

I hope you’ll reconsider your position, and my situation doesn’t continue to fall on deaf ears.

It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently. -Warren Buffet

@Jozef and CasinoGuru, I kindly ask you give the opportunity back to @Wild to run a query in their system at 9:27 PM PT to find my balance, then provide the remaining timeline of events when my balance was actually lost.

This will validate that I didn’t play continuously and lose my balance, and further validate that I sent an email to freeze my account, and that many hours had lapsed between the time of my email and my balance going to zero.

This will prove that IF the email they provided was valid, my account would have been frozen and my access to login would have been blocked the next day when I lost my balance.

Hello,

With reference to your feedback about our replies to your questions, I have once again brought your case up to our Customer Support team, in order to try and find a solution and below is their response :

''As previously advised, we cannot be held responsible for a players action, and our responsible gaming service is geared towards players that feel they have a gambling problem, where in such cases, we permanently close the account, confiscate balances, remove the option to ever be able to deposit and would more than likely issue refunds on deposits made. If the player feels he has a gambling problem, we can queue up the refunds for the 4 credit card deposits made and in good will, we can send him the amount deposited via BTC ($1961) which we will round up to $2k) if he provides us with a BTC address. Once done we would permanently close the account.''

Let me know how you wish to proceed and I will then pass on your request to our Customer Support managers.

Regards,

Wild Casino Representative for Casino Guru

I am extending the timer by 7 days since the player has requested additional time (email communication).

@ Wild Casino, I’d like to request a phone call from your management team to see if we can resolve this with just the two parties involved. They have my number but let me know if I need to provide it.

I would like to discuss my approach to remedy directly over a call.

Kindly let me know if your company is agreeable.

Dear Wild Casino team.

May I kindly ask you to react?

Hi Jozef,

Apologies for my late reply. I am trying to find someone to fulfill the player's wish.

Will send a reminder to our player support managers.

Regards

Wild Casino

Hi Dylan

Are you reachable via the number we have on file ending with : 6720

Please also let me know which days/times you prefer to be contacted and in which time zone you are located.

Regards

Wild Casino

Dear Dylan.

May I kindly ask you to react? I am extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, I will be forced to close this case.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.