Wild.io Casino - Player has been accused of opening multiple accounts.

I made deposit 300$, get a bonus, after wagering bonus a hade 845$. Then I made a withdrawal request, casino ask me to send passport and proof of address. I upload all documents, and then I get an email saying that my account was canceled and all my money was confiscated. They just said that I used multiple accounts, but it's a lie, I have never played in this casino before.

Dear NOUSERNAME,

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

hear about your problem.

We will contact the casino and ask for supporting evidence, but,

before we do so, could you please advise if, to the best of your knowledge,

there’s a possibility that someone else from your family members or neighbors

has opened an account from the same IP address or device as yours or using your

email address or payment method?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

I never played before in this casino, and no one from my family plays in the casino.

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

Hello NOUSERNAME,

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 Wild.io Casino to join the conversation.

Dear Wild.io Casino,

Can you please provide some information on the multiple accounts accusations? Please forward all relevant evidence of this to me at michal.k@casino.guru

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.

Dear NOUSERNAME,

I am in touch with Wild.io Casino and I've received some information from the casino about your case. Just to check, how did you manage to create an account and deposit to the casino when according to the casino's T&Cs Poland is a restricted country?

And there is even a country restriction set

I didn't check the terms and conditions of the casino, but I didn't have any problems registering and I didn't use a VPN, I can only assume that the casino blocked Poland only after they blocked my account and stole my money.

Dear NOUSERNAME,

We have received different information from the casino. Anyway, we always recommend all players read and understand the casino's terms and conditions before registering. I'm discussing with the casino some potential actions that can be taken in your case, so I believe you will be informed about any developments via email.

Even if Poland was blocked before my registration at the casino, don’t you think it’s very impudent of them to confiscate not only my winnings but also my deposit?!

Thanks for your help anyway

Dear NOUSERNAME,

As I and the casino have informed you via email a video verification call is required. Please make sure you reply to my and Wild.io Casino team's email as soon as you can so we can arrange the video call and be able to move with your complaint further.

Dear NOUSERNAME,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear NOUSERNAME,

Were you able to arrange the verification call? Did you successfully finish the verification?

Has the issue been sorted or do you require any further assistance from us?

Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint

Dear NOUSERNAME,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. Wild.io Casino team was pretty helpful and was happy to offer more options for you to verify your account, but you did not use these options and stopped communicating both with the casino and with us. There is not much that can be done without your cooperation and as mentioned this complaint will now be rejected.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

The player can reopen this complaint at any time.