Wild Fortune Casino - The player's winnings were voided.

SCAM SITE - They "confiscated" 36000 Euros

I won 36000 Euro over at couple of days, and when I wanted to withdraw some af the money the confiscated I because I according to them had abused bonus terms and bet 10 Euro, 1 time. where only 5 was allowed

Hi XXXX,

We are contacting you regarding your gaming Casino account.

After a security check on your account, our team has determined that you have violated our Bonus Terms and Conditions by wagering bets higher than EUR 5 with an active bonus.

Due to the violation of the Terms and Conditions, your winnings have now been confiscated.

Please note that your account balance has been restored to the deposited amount.

Should you have any questions, our Customer Support team is available 24/7.

Kind regards,

Hello kenthvamhansen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WildFortune.io 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 is yes, since when exactly? What kind of bonus did you use? Did you bet over the maximum limit only once? Can you please forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello Nick

I have requested the casino for the game history several times without an answer for just one game and the only thing they can state is that I have made 1 (One) bet of 10 CAD in the slot game Wild Santa, where the maximum bet was 5 Euro due to active bonus rules. (Played Wild Santa with a bet of 5 Euro)

"Hi Kent,

I would like to inform you that €35532.29 was confiscated because you were wagering bets higher than €5 with an active bonus, which is not allowed based on our bonus terms and conditions which you can read here - https://www.wildfortune. com/en/bonus-terms ."

It was a welcome bonus, probably the 2nd or 3rd.

The account has been verified, think it was on January 1 or 2, received an email about the confiscation on January 3.

Photo of the verification.

relating to. contact to whom I sent an email today stating that I have submitted a complaint to the Malta Gaming Authority (Not that I think it will change things), and that I have given them a rating on Trustpilot. Sober language.

On trustpilot I have found a German and an Australian who have both experienced it together with 39,000 Euros and 42,000 dollars respectively.

GENERAL BONUS TERMS AND CONDITIONS

3) The player is not allowed to abuse the bonus offers. In case of such abuse the Casino has the right to prohibit the Player from receiving any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

7) Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD, 8 CAD, 8 NZD, 20 PLN, 1,750 HUF, 600 JPY, 100 ZAR unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

22) The Casino has the right to revoke any bonuses and winnings, as well as to confiscate all the money in the account if it has been obtained dishonestly or in violation of these rules.

23) The Casino reserves the right to amend and supplement these terms at any time.

Sound off if you need more - Sending the gaming history as soon as/if I get it

Sincerely.

Kent H******

Hello kenthvamhansen,

Isn't the betting history directly available in your casino profile? Did you bet over $5 only once and was it a winnings bet or a losing bet?

Hello again

the betting history does not go back so far that you can see it and I therefore cannot get an answer as to whether it was one or the other from the provider. The provider sent a link that showed what I could see myself and it was nothing

However, they write that I did it several times now, which I also cannot understand

Hello kenthvamhansen,

As we will require more information from the casino regarding your bets, I will be now forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kenthvamhansen,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite WildFortune.io Casino to join the conversation.

Dear WildFortune.io Casino,

Can you please provide any supporting evidence of your claim that the player has exceeded the max bet? Has this happened only on one occasion?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Hello, kenthvamhansen

Thank you for taking the time to provide us with your feedback. We highly appreciate it.

Upon checking, there is no account tied intern your email address.

Please, provide us with your full name and email address that is tied to your gaming account.

Feel free to do it via this email address: support@wildfortune.io

Or do it in the live chat, we are available 24/7!

Regards,

Dear kenthvamhansen,

As per WildFortune.io Casino's response, please confirm your casino user name/ID and the email which you used for registration.

Username: Kent

Email: Kenthvamhansen@hotmail.com

This has been forwarded to the casino, cf. the above email.

Sincerely

Kent

Thanks for the confirmation, kenthvamhansen.

Dear WildFortune.io Casino,

I hope you'll be able to locate the player's casino account now. Please provide any supporting evidence for your claim. If the information can't be shared publicly, please send them to michal.k@casino.guru

Dear, kenthvamhansen

Thank you for the reply. We appreciate your time regarding this matter.

Regarding your concern. We looked into your email address again and can confirm that we cannot find any account associated with it.

Best regards,

Hello again

yes, that is the easy answer from them in terms of closing the case.

but I must be finding somewhere in their system with the corresponding log

Dear kenthvamhansen,

Are you 100% sure you have used your above-mentioned email address for registering at WildFortune.io Casino? Didn't you use any other email for registering in this particular casino?

Did you receive a sign-up or welcome confirmation email from WildFortune.io Casino when creating your casino account?

This is what I see when I have logged in previously.

emails at the above email address

Thank you for the screenshots, kenthvamhansen.

Dear WildFortune.io Casino,

You must have the player's email address in your system, as can be clearly seen from the screenshots, the player has received email communication from your casino. You must be able to locate the player's casino account. Please make sure to double-check this.

Dear kenthvamhansen,

I have been contacted by WildFortune.io Casino representative that they have thoroughly checked their system and really didn't locate any account created with your email address. It looks like your complaint should be assigned to WildFortune Casino and not WildFortune.io casino. The names of the casinos are very similar and the webpage look is very similar as well, however, these are two different casinos run by two different companies. I will redirect the complaint to WildFortune Casino now.

We would like to invite WildFortune Casino to join the conversation.

Dear WildFortune Casino,

Can you please shed more light on this matter?

Hi - well that's unfortunate - I await news

Sincerely

Kent

Hey Everyone!

Dear kenthvamhansen,

I have checked your account and can see that after a security check on your account, our team has determined that you have violated our Bonus Terms and Conditions by wagering bets higher than EUR 5 with an active bonus. If you would like your betting history to view where this took place, please send an email to contact@wildfortune.com and please include the following :

*Full name:

*Date of birth

*Full address:

*Postal code:

*Phone number:

*1-2 games played in the casino:

*1-2 payment methods used in the casino:

This way we will be able to send you that information as soon as possible and hopefully get everything cleared for you.

Sincerely,

Information has been sent to the above email

Hi kenthvamhansen,

Thank you for sending that information to us. I can confirm that we have now sent your bet history to your email address.

If you require anything else, please do let us know. Our Live Chat is available 24/7.

Sincerely,

Dear WildFortune Casino,

Can you please forward the full-player game log to michal.k@casino.guru for us to review?

Hi

It has been sent 😊

etc. Kent

Dear all,

After gathering all the necessary information we have to agree with the casino's decision and are forced to reject this complaint. There were numerous bets in multiple games placed that exceeded the maximum allowed bet of €5 when playing with an active bonus. The player has been specifically informed about this via email. It is the player's responsibility to follow the bonus terms and conditions. 

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.

Best regards,

Michal