Wild Casino - Player's account has been closed.

Signed up with casino .Malt being eligible,I continued with the signing up.

I had a horrible experience with this platform, primarily due to issues surrounding deposits and withdrawals. After countless hours spent in live chats, dealing with agents who lacked basic training and professionalism, I finally managed to resolve the deposit/withdrawal problem on their end. However, the nightmare didn’t end there.

Despite my country being eligible and meeting all the requirements—having funds in my account that were won through a promotion and having completed the necessary wagering—the funds were still locked. When I contacted the finance team for clarification, I was told the funds were not eligible in my country, even though they clearly were.

When I asked the agent to direct me to the relevant terms and conditions, instead of providing any helpful information, they closed the chat and locked my account. This is a blatant example of poor customer service, dishonesty, and a lack of transparency.

Hello mckael1978,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• What games were you playing?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Could you please advise if your account is already verified and if yes, since when exactly?

When I signed up, Malta was listed as eligible, and I received a $15 free credit promo. I wagered on the restricted bonus games as per the promo T&Cs.

The promo required a deposit to be placed and wagered before withdrawal. However, the site experienced technical issues. Despite this, I deposited using crypto as suggested by customer support, which was successful.

My proof of address was first approved by customer support on 14/11 and later verified by the finance team on 16/11. At no point was I informed that Malta was ineligible to use the casino.

When I attempted to withdraw the $100 balance, I was informed the funds were locked. Shortly after, the account was locked, with the explanation that Malta is not eligible. When I requested the terms stating this, my request was denied, and my account was immediately blocked.

Did you accumulate your winnings with real money or did you use a bonus?

winnings were accumulated from the free bonus credit and vi the restricted bonus games

What games were you playing?

I was playing the restricted categorized bonus games as outlined in the promo terms.

All winnings came from the bonus games using the $15 credit, with bets placed at the allowed amount of $0.25. At no point did I exceed the wagering limits, and all activity remained fully compliant with the promo terms and conditions.

When was the last time you spoke to the casino and what was it about?

The last time I spoke to customer support was on 16/11/2024.

I engaged in countless chats, many of which were abruptly closed by representatives who seemed either untrained or unsure of how to handle the deposit issue. This lack of awareness was especially frustrating, given that I had contacted customer support specifically regarding the deposit problem.

Dear mckael1978,

Thank you for sharing your situation. Upon reviewing the casino’s terms, it’s clear that Malta is indeed listed as a restricted country. However, this rule is somewhat hidden within the terms and conditions :

https://help.wildcasino.ag/en/articles/201368-live-casino-rules

Despite this restriction, the website remains accessible from your location. Furthermore, the registration process accommodates Maltese phone numbers, and they allowed you to deposit funds and claim a bonus. In such cases, the casino should honor its obligations by paying out your winnings before closing your account.

We firmly believe that casinos have a responsibility to block access from restricted countries. If they fail to do so, they should be held accountable and pay out winnings earned in good faith.

I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Best regards,

Nick

Please find below,the email I was even sent in from their end,into luring me to deposit,when they were clearing aware of this.aware

Hello there,

Thank you mckael1978 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Casino for their help in resolving this complaint. We would like to know why is the player's account locked and what can we do to help resolve this issue.

Thank you!

Also please add that I had $100 in winnings in which I had won from the bonus,but in order to claim I had to deposit,in which I was advised as well to do so via Crypto,as other deposit methods were not functioning.

Thanks

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.

Noted with thanks

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino supposedly operates under a Panama license but we're unable to verify that and as the casino doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter