Wild.io Casino - Player's account has been closed.

I deposited $100 to play with and i was able to withdraw it later. After this i deposited a very large amount and when it came time to withdraw they said i cant because i need to gamble 1x of the money deposited. I did that , then all of a sudden they shut down my account and now i cant withdraw any of my funds. They wont reply back to my emails. All i get is a generic answer from the 24/7 support. This place is a scam!

Dear Lakhan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before your account was closed?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Ive been receiving the same generic email every time i reach out to support. All i ask is to withdraw my funds so i can stop using this website. If that means i lose my $600 winnings. Im fine with that. The email states the KYC will speed up the process of withdrawal but no where do i see it is required to KYC in order to withdraw. The wording seems very lucrative. My main frustration is that i deposited a large amount of money and they required me to "gamble" it 1x in hopes to lose money. I was able to make $600 and now they want to suddenly close my account for KYC. (I was not required to KYC for the first smaller withdrawal)

to answer your questions,

i mostly played to generic "Dice" game and a few others

i didn't need to pass verification because there was no requirement to do so until after i gambled my 1x deposit ($18,000) and tried to withdraw. Again very lucrative on how they operate.

i only won about $20 on the bonus spins. I dont need any of that money. I just want my main deposit back.

ill post the email below to show the wording on KYC

Thank you very much, Lakhan, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Lakhan,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to emphasize that Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are crucial and mandatory processes that all licensed casinos take very seriously. These checks are typically triggered when a withdrawal request exceeds a certain limit, but they can also be initiated at any time at the casino's discretion as part of standard industry practices. I can only recommend cooperating with the casino team by providing the requested documents, as the withdrawal cannot be processed without successfully completing the KYC and AML checks. I will contact the casino to shed more light on this matter.

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

Dear Wild.io Casino,  

I would appreciate it if you could clarify the reasons behind the initiation of the KYC and AML processes. Additionally, could you specify the documents required from the player to complete these processes and facilitate the withdrawal?

If there are any details regarding the player account that cannot be disclosed publicly, kindly forward them to me at michal.k@casino.guru

Dear audience,

The KYC has been initiated in accordance with the terms and conditions.

"13.1. Wild.io reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Wild.io reserves the right to restrict the Service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in Wild io's sole discretion. Failure or denial to pass the identity check will result in confiscation of the entire balance."

Source: https://wild.io/terms

With regards to the required wagering amount, our terms also state that any deposit needs to be wagered before a withdrawal can be completed.

"12.10 In accordance with the Prevention of Money Laundering Act, enhanced due diligence may be done in respect of withdrawals of funds not used for wagering. We provide a player with a withdrawal only when the sum of bets made since the last deposit is more than one (1) time the size of that deposit in slot games or one (1) time for live and table games. If a player requests a cash out without fulfilling this condition, the cash out will be declined till the conditions are met. This decision is at the sole discretion of the Casino."

Source: https://wild.io/terms

The user has already been informed through repeated email communication regarding the required documents. Before we can verify their identity, the user must provide the following:

• Photo of front and back of their valid ID;
• Proof of address, not older than 90 days, in the form of utility bill, bank statement, etc.;
• Selfie while holding the ID + a note stating "Wild.io, signature, current date".

We would also like to clarify that the user has refused to cooperate with our team, making it difficult to conclude the process.

Should you have any questions, please do not hesitate to let us know.

Best Regards,

The Wild.io Team

How am i refusing to cooperate? I sent emails multiple times and got the same generic response. The live support staff said i will have no issues withdrawing. Please take a look at the screenshots. If you need me to complete KYC i will do so but only if it GUARANTEES to get my deposit back. I don't want to send my information just for you to make up another rule for me not to get my money back.

Thank you for your response, Wild.io Team.

Dear Audience,

As previously mentioned, the casino's rules are clearly outlined in the terms and conditions, which were agreed upon when you opened your account. These types of rules are standard across almost all online casinos, in line with industry practices. Please understand that until the required KYC and AML checks are successfully completed, the casino is not obligated to process any payments, whether it's a withdrawal of winnings or a refund of deposits. I would encourage you to cooperate with the casino's team, as this is the only path forward at this stage.

I would like to reiterate the fact that i when i withdrew the first time i did not gamble 1x the amount that was deposited. This is a very lucrative way to hook someone into thinking the rules are not followed. This was the whole reason i deposited a much larger deposit and then i now have no choice but to gamble 1x? I did not want to do that but they forced me to. Now they're making it very difficult to work with me and my situation.

Dear Audience,

I understand. While I cannot comment on the casino's decision to approve the initial withdrawal despite your mention of not wagering your first deposit once, I must reiterate that Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are typically triggered when a withdrawal surpasses a certain threshold, but they can also be initiated at any time at the casino's discretion as part of standard industry practices. The casino's policies are explicitly detailed in the terms and conditions that you accepted upon account creation. Until the necessary KYC and AML verifications are completed satisfactorily, the casino is not required to process any payments. I strongly recommend cooperating with the casino team by providing the requested documents for the KYC and AML checks. While it is, of course, your right to decline these procedures, please note that the casino is not obligated to process any payments without their completion. If you decide not to cooperate, you are certainly entitled to that choice; however, I will be compelled to consider your complaint as rejected and proceed to close it. Any further actions in this situation will remain solely at the casinos discretion.

I have reached out via email to start the KYC process. It looks like my current information on the website is incorrect from typo or from my auto fill feature. I have requested to change this information so i can continue with KYC.

Im trying my best to cooperate and complete KYC verification however like i stated above my information needs to be updated. How will i pass KYC with wrong information on my account? Please look at the screenshots.

Dear audience,

As indicated through the email communication with the user, in order to move forward with the verification process, the required documents need to be uploaded. We were not informed of any mistakes or incorrect personal information in the user's profile before the verification process began.

As the terms and conditions state under section 7, term 7.1, it is the user's responsibility to make sure that the information they provide is correct:

"All information that You provide to Wild.io during the term of validity of this agreement is true, complete, and correct, and you shall immediately notify Wild.io of any change of such information."

Source: https://wild.io/terms

Should you have any questions, we will be more than happy to assist.

Best Regards,

The Wild.io Team

Dear audience,

How will i report wrong information until i know about it? You randomly started the KYC process and then i proceed to double check my information. I caught it just now.

i am immediately notifying you now to change my information.

The Casino is making this process very difficult. Im trying my best to start the KYC process. I emailed them to allow me fix my information or else my verification wont match whats on my account. This is the response i get, very generic emails with no response to my situation. They are not reading and responding to anything i send them. 

Dear audience, 

In order for our team to be able to move forward with the verification process, the required documents need to be provided by the user. 

As we have mentioned above, it is their responsibility to ensure that the information they provide is genuine. 

Unless the user uploads the required documents we are unable to provide a resolution. 

Best Regards,

​​​​​​​The Wild.io Team

Dear Audience,

I must concur with the casino team that it is the player's responsibility to ensure that all information provided in their casino account is genuine, complete, and accurate. This information should be submitted either during registration or immediately afterward. Any updates or changes should be made promptly, rather than during the KYC process. However, as the casino team has stated, to proceed with the verification, it is essential to provide the necessary documents. Your cooperation in submitting the requested documents is crucial for completing the KYC and AML checks.

Please understand my situation here. I created an account and within 2 hours i was randomly selected for KYC verification. Within that 2hours i did not notice this error. Also how am i supposed to notify this change before KYC verification if i did not know this process was happening? I am happy to submit my documentation but it does not make sense to submit them and get denied because my account information wont match.

Dear Audience,

I would like to kindly remind you that it is the account holder's responsibility to ensure that all information provided in their casino account is accurate, complete, and genuine from the outset. Why have you not done so? Please note that being unaware of this rule, which is a common standard across all online casinos, does not constitute a valid justification. Additionally, it is the account holder's duty to submit the required documents for the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes, which, as previously mentioned, are standard practices across the industry and followed by all licensed casinos.

The casino team is bound to comply with the established terms and conditions that you agreed to during the account registration. There is nothing that can be done from our side. The only way to proceed with your withdrawal request is by successfully completing the KYC and AML processes.

If you are unable or unwilling to fulfill these requirements, I regret to inform you that I may have no choice but to reject your complaint.

Docs have been submitted.

Funds have been returned to my account.

Dear audience,

We would like to confirm that the verification process has been concluded and the initial deposited amount has been returned to the user.

The user was able to withdraw the amount in full and the account has now been closed.

We thank you for your attention and we would also like to thank Michal for the assistance.

We now consider this case as resolved.

Best Regards,

The Wild.io Team

Dear audience,

We're glad to hear that your issue has been resolved and you have received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru