Wild Casino - Player's winnings were unexpectedly reduced.

Was playing and had my account up to over 13,000. And in middle of playing I notice the balance dropped to 3,000. I did a live chat with the web site with two representatives and they state they are my win and will investigate never heard back this is the 3rd day I’m waiting

Dear tracy14,

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

Could you please advise if you accumulated your winnings with or without an active bonus?

What kinds of games have you played?

Have your winnings been reflected on the balance after midnight, as the live support agent suggested in the screenshot you provided us with?

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

Best regards

Veronika

it Was a bonus that was emailed to me as I played on this site many times. And never had an issue I explained it twice to the representative on the chat site and he assured I would get an email. Have NOT received anything yet.

Thank you , very unsettling to play and not receive winnings what’s the point of playing unexceptable

Could you please tell me the exact name of the bonus or the link to the bonus? Was it a no-deposit bonus, a deposit bonus, or a cashback bonus?

Deposit bonus and the way it’s going I’m sure I will not see any of the funds I won. And I will NEVER recommend this site nor ever play at wild casino again.

The representative congratulated me via chat confirming he seen the win and they did not allow me to have it. You play you win and do not receive. But they sure take your money.

scam

When did the casino representative send you a congratulatory note? Have they specified why your winnings have been reduced?

the same day I won. When I questioned the decrease in my funds. The representative also said they would be upset too. Clearly I won and they just didn’t pay they decreased the winning and I will never play on that site again.

Thank you very much, tracy14, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you tracy14 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 were the winnings reduced and what can we do to help resolve this issue.

Thank you!

Dear tracy14, I was in contact with a casino representative and was told that it would be best to contact the casino customer support directly as they are now aware of your case. Please keep me updated about any further developments.

Thank you in advance!

Been through it all. As stated in earlier comment talk with representative as stated in prior message they did nothing and took funds. Nothing resolved waste of time. Don’t use this site. You win and they reduced winnings in middle of playing.

disgrace

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.

yes And as they don’t care unresolved it is.

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