Wild.io Casino - Player faces unprofessional KYC process and account issues.

I have been in discussions with the support team of this casino site for several weeks.

I provided all the documents requested for the KYC verification, but then they asked for an additional verification call via Skype.

After several exchanges, I agreed to this request, but it was specified that the method would be a call through Skype.

During the call, they explained in my native language the terms of service justifying the need for this process, and I agreed to it as a prerequisite for withdrawal.

During the first Skype call, the other party was six minutes late and contacted me for the first time at 17:21, despite having been given my Skype ID in advance.

I was kept waiting due to their unprofessional conduct, causing the first verification attempt to go unused.

Despite my agreeing to the second verification attempt, they didn’t show up.

Today, a third verification was scheduled, but they suddenly changed the procedure to a video verification, which was not previously mentioned.

This series of events has made me distrust them. During today's verification, they insisted on a video call, which wasn’t mentioned in any prior email correspondence.

However, I was pressured due to time constraints and the potential forfeiture of my balance. I was forced into an unexpected KYC process that differed from the initial description.

I asked for clarification on this, but they deceptively cited term 13.4 as if it had been communicated.

During today’s video verification, they also mentioned the clause:

【Please note that providing false/inaccurate/misleading information during this process will result in immediate account termination】

This was explained suddenly as well.

I requested verification in my native language and references to the terms of service, but I was never informed that English would be prioritized, which put me at a disadvantage as I’m not proficient in English. This was communicated to them beforehand.

Their approach to KYC verification, both call and video, has been consistently lacking integrity. I stipulated that I would accept video verification if they apologized for their shortcomings.

Nevertheless, they failed to apologize, instead alleging that I refused the KYC process, thus closing the verification and confiscating my funds.

Although they presented term 13.1 in an email, I was never shown 13.4.

This indicates that they deliberately withheld information about the psychological burden from Skype call to video verification.

Simply undergoing video verification didn’t seem feasible to me.

From rejecting native language verification, last-minute shifts from call to video, missing advance notifications, to threats of account closure without presenting term 13.4, my inquiries went unanswered.

I believe that this might be a violation of the customer privacy policy set out by the company, Nonce Gaming B.V.

While imposing the strict condition of immediate account termination for any deviation from the truth, they did not offer any apology for their misleading explanations.

I want to seek this arbitration site's assistance to receive a formal apology for their untrustworthy conduct.

I have kept all records of the incidents and would like to request Casino Guru's judgment after verification.

I don’t refuse KYC verification; my anger is directed at the support team’s lack of sincerity.

This explanation was lengthy, but your support would be greatly appreciated.

Dear monyfry,

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

Please understand that KYC 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 and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly. It's also important to note the common practice for the Skype call to mean a video verification call.

• Was your first verification call, not a video call? In what language was your call?
• What information about the verification call was shared with you in advance?
• Do I understand correctly the casino refused to schedule a 4th call?
• Which documents did you submit to the casino before any call was scheduled?
• You can share supporting evidence in the thread in the form of screenshots or send it to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have emailed you a screenshot of all the conversations we have had so far.

Please check.