Wild.io Casino - Account locked, winnings withheld at Wild.io.

I, am urgently seeking resolution for the locking of my account and the withholding of €1351 in winnings at Wild.io. Despite completing the KYC process and receiving assurances from Wild.io's support team regarding eligibility, my account remains inaccessible, citing alleged violations of terms related to bonus misuse. Notably, Wild.io provided me with a bonus, and after completing the KYC procedure, my winnings were voided.

This action contradicts their terms and conditions, as they should not have offered me promotions if I was ineligible. I request immediate access to my winnings and highlight a discrepancy between provided information and subsequent withdrawal restrictions.

I intend to file a formal complaint with Wild.io's licensing provider and seek assistance in this matter.

Hello linehan2003,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I played on 13 December, I didn't touch the bonus money. They let me go to many verifications.

Make special pictures with holding notes. Which I all did. 9,10,11 January where my last emails the the chat is refering me to the emails but they never respond.

Hello linehan2003,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Sent. Even metioned it's not legal what their doing.

Hello linehan2003 and thank you for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, linehan2003,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Wild.io Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear audience,

We wish to inform you that we are still awaiting the submission of all necessary documents from the user to facilitate the completion of the identity verification process.

@linehan2003 thank you for your understanding and cooperation in this matter.

Regards,

The Wild.io Team

What documents do you need there is no communication from your side and will you pay me the full amount?

Documents were uploaded on the 15th December 2023 before account was disabled.

You had, passport, proof of address and selfie and note with Casino name and the current date on it. The selfie and note was sent to you on the 4th January.

Dear Wild.io Casino team,

Thank you for the update.

Can you please provide the user with more information regarding all the necessary documents he should submit to complete the KYC, and how to proceed?

Did the casino inform him somehow what needs to be done to verify himself? If so, how did the casino inform him about it? Or, should he be able to do everything directly in his casino account?

Assuming he can fully verify himself, are there any other obstacles preventing account unblocking or withdrawal of the disputed winnings? If yes, it would be highly appreciated if you could provide us with more details and supporting evidence, as mentioned in my previous post.

Dear Branislav,

The user has been informed via email regarding the documents required in order proceed with the process.

As soon as the user provides the documents we will be able to move forward with the case and provide further information.

Kind Regards,

The Wild.io Team

Dear Branislav,

An email has been re-sent to the user earlier today at around 10:30 AM UTC, requesting the required documents. Once the user uploads the documents inside the account, we will be able to move forward with the case.

The message has been sent to the email address used to register inside the casino, which does not correspond with the one mentioned above.

Kind Regards,

The Wild.io Team

Great! Thank you for your help and confirmation.

Dear linehan2003,

You filled out the wrong casino account email address upon submitting the complaint. Please, try to recall what email address you used with the disputed casino account, find the last email from the casino with further instructions on how to complete the KYC/verification, follow them and provide the requested, and let us know once you have any news or updates.

Looking forward to hearing from you.