The player from Ireland had complained about Wild.io casino, stating that he had been blocked from the platform just as he was about to complete wagering requirements. The casino had then removed $20,000 from his balance, allowing him to withdraw only his original deposit. Wild.io had justified this action by claiming the player resided in a restricted territory, even though the player had provided proof of Irish residence. The player had questioned the transparency of the casino's terms and conditions regarding restricted territories. Despite the player's objections, the casino had remained firm on their decision. We had concluded the complaint as 'unresolved' due to the casino's refusal to pay out the player's winnings and the lack of clear communication regarding their terms and conditions. However, the complaint had later been reopened and marked as 'resolved' when the player informed us that Wild.io had paid out the full amount.
Wild.io Casino - Player's account has been locked abruptly.
Amount: $20,000
Wild.io Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I opened an account at Wild.io on 31 October 2023, then deposited around 2000 USD while claiming the welcome deposit match bonus.
I proceeded to wager on (non-excluded) slots and worked my balance up to $22000 with some very lucky wins.
Just as I was about to complete the wagering of said bonus today (2 Nov), they locked me out of all games and then sent me an email. The email claims I breached one or more terms (which I strongly believe is incorrect) and is shown below (my comments are in square brackets and capitalized):
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Support Wild.io <support@wild.io> 12:08 PM (45 minutes ago)
Hello,
After a thorough review, the account has been locked due to breaches of the terms and conditions, included but not limited to:
"11.1 Should Wild.io become aware of any user who has accepted the bonus or a promotion with the sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing cash out of said bonus or in any way trying to take advantage of bonuses received by Wild.io, then Wild.io will enforce immediate confiscation of winnings and closure of the account with the right to withhold any further withdrawals. An example of advantage play would be delaying any game round in any game including free spins features and bonus features, to a later time when you have no more wagering requirements and/or performing new deposit(s) while having free spins features or bonus features still available in a game, Wild.io reserves the right to withhold any withdrawals and/or confiscate all winnings." [NO - I HAVE NEVER CHEATED IN THIS WAY.]
"12.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:
participating in any type of collusion with other players [NO - NOT DONE]
development of strategies aimed at gaining unfair winnings [NO - BUT THIS TERM IS TOO VAGUE ANYWAY]
fraudulent actions against other online casinos or payment providers [NO - NEVER]
chargeback transactions with a credit card or denial of some payments made, creating two or more accounts, other types of cheating, money laundering" [NO - NEVER ANY OF THESE]
"12.3 Wild.io has zero tolerance for advantage play. Any player who will try to gain an advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons:
chargebacks and double spends [NO - NOT DONE];
creating more than one account in order to get an advantage from casino promotions; [NO - NOT DONE]
providing incorrect registration data; [NO - NOT DONE]
providing forged documents; [NO - NOT DONE]
any other actions which may damage Wild.io." [NO - NOT DONE]
Source: https://wild.io/terms
We kindly ask you to request a withdrawal of your initial deposit amount. Once the cashout is processed, the account will be closed permanently.
Regards,
The Wild.io Team
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Dear dsp99RF,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue.
Could you please confirm if you activated the deposit bonus of 120% + 75 Free Spins?
Do I understand correctly that the casino blocked your account before you managed to finish the wagering requirements?
Could you please confirm if you passed the KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hi Veronika
Thank you for trying to help me. To answer your questions:
1) I clicked through the link on the Casino Guru website to register with Wild.io - this gave me the 200% welcome deposit match bonus which I availed of.
2) The casino blocked me from playing any games just as I was on the brink of completing the wagering requirements. I am still able to log in to the casino but all the games remain blocked.
3) There has been no request by the casino for KYC.
As an update, the casino has now removed $20,000 from my balance as they said I may withdraw my original deposit of around $2000, after which they will close my account.
Please let me know if you have any further queries.
Regards,
Daniel
Thank you very much, dsp99RF, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello there,
Thank you dsp99RF for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Wild.io Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated and what can we do to help resolve this issue.
Thank you!
Dear Peter,
As the information cannot be shared publicly, it will be sent to your email address for review.
Kind regards,
The Wild.io Team
Dear Wild.io Casino Team, can you please provide the evidence to the following email? (peter.c@casino.guru)
Thank you in advance for your cooperation!
Dear Peter,
An email has been dispatched to your email address containing further details pertaining to the case at hand.
We are looking forward to your feedback.
Kind regards,
The Wild.io Team
Thank you Wild.io Casino Team but I am yet to receive any communication. Could you make sure the email was dispatched? (peter.c@casino.guru)
Thank you in advance!
Dear Peter,
Our team has resent the email and you should see it shortly.
Kind Regards,
The Wild.io Team
Dear Wild.io Casino Team, I finally received your email on Friday 15/12, 2 weeks after your initial message. Even though we understand your concern about the betting patterns displayed by the player we require a more detailed explanation as to why this behavior deserved a block.
Thank you in advance!
Dear audience,
As part of our commitment to maintaining a secure environment, we are presently undergoing the user verification process. Further insights into this matter will be shared upon the conclusion of this process.
Meanwhile, we are actively communicating with the representative from Casino Guru to ensure a thorough resolution to the matter at hand.
Kind Regards,
The Wild.io Team
Thank you for the update Wild.io Casino.
Dear dsp99RF, let us know when you will pass the verification process. Thank you in advance!
I have sent the requested documents and completed the video verification. Wild.io has told me they will provide an update on this page.
Dear audience,
Following the completion of identity verification, it has been determined that the user hails from a restricted territory, which prompts concerns in alignment with our terms and conditions:
"2.1 Wild.io accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website."
"2.3 It is entirely and solely your responsibility to enquire and ensure that you do not breach laws applicable to you by participating in the games. Depositing real funds and playing for real money is subject to the laws of your country, and it is your sole responsibility to abide by your native regulations. Any claim against the Company brought by you for any reason whatsoever in regard to the above mentioned will be considered void and shall not be accepted."
"2.6 Users from the following countries ("Restricted Countries") are not allowed to deposit and play real money games: , Portugal, Slovakia, Spain, Israel, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia), United Kingdom, Lithuania, Dutch West Indies, Curacao, Belgium, Romania, Russia, Kenya, Vietnam, Pakistan, Indonesia, China, Hong Kong, Malta, Netherlands, Wallis and Futuna Islands, Saint Pierre and Miquelon, Sint Maarten (Dutch part), Mauritius, Isle of Man, Costa Rica, Comoros, Belize, Ukraine, Australia, Antigua and Barbuda, the United States of America and its territories, Georgia, Iran, North Korea, Syria, Cuba, Venezuela, Greece. Wild.io cannot guarantee successful processing of withdrawals or refunds in the event that a player breaches this Restricted Countries policy."
Given these circumstances, a decision has been made to allow the user to withdraw the deposited funds as a gesture, and subsequently, the account will be closed.
Kind Regards,
The Wild.io Team
Thank you for the update Wild.io Casino representative.
Dear dsp99RF, let us know if your withdrawal has been successful. Thank you in advance!
I think there may be a misunderstanding here. As at now, Wild.io will only allow me to withdraw my original deposit amount of $2617. This would make me $20,000 underpaid.
I have sent proof of Irish residence to the casino and I can see no mention of Ireland being a restricted country.
Wild.io Casino Casino, can you provide us with an explanation as to why was the player blocked due to a restricted country if they sent proof of Irish residence?
Thank you in advance!
Hello there,
Upon a thorough review, it has come to our attention that the user has submitted identification documents indicating residence in the UK, a region classified as restricted. Additionally, please note that Ireland is among the regions ineligible to claim the welcome package, as explicitly detailed here: https://wild.io/promotions/welcome-package.
"The First, Second and Third Deposit Bonuses are not available for players from Russia, Ukraine, Latvia, China, Finland, Ireland, Norway, Kazakhstan, Azerbaijan, Austria, Estonia, Bulgaria, Poland, Lithuania, Belarus, Moldova, Slovakia, Slovenia, Serbia, Bosnia and Herzegovina, Albania, North Macedonia, Croatia, Cyprus, Czech Republic, Hungary. This restriction applies to any and all bonuses and/or promotions which are offered as replacement for the First, Second or Third Deposit Bonuses. In order to become eligible for any bonuses and/or promotions, users from Russia, Ukraine, Latvia, China, Finland, Ireland, Norway, Kazakhstan, Azerbaijan, Estonia, Bulgaria, Poland, Lithuania, Belarus, Moldova, Slovakia, Slovenia, Serbia, Bosnia and Herzegovina, Albania, North Macedonia, Croatia, Cyprus, Czech Republic, Hungary need to have at least 3 deposits already made at Wild.io. If users attempt to claim any bonuses that are part of the Welcome Package, any bonuses and winnings will be confiscated and the account will be reset to the last deposited amount, if the deposited funds are still available inside the account."
It is imperative to acknowledge that all winnings have been amassed during a breach of the terms and conditions, specifically in claiming the welcome offer. Consequently, a decision has been reached to facilitate the return of the initially deposited amount.
Kind Regards,
The Wild.io Team
I moved from the UK to Ireland in September 2023 - which was before joining Wild.io in October 2023. I still own my UK property and driving license. I am happy to provide any required proof to show that I have been resident in Ireland since September 2023.
In respect of the term mentioned by Wild.io excluding Irish residents from the sign up bonus, can they please state of when this term was first added and/or last updated. I do not recall seeing the term when joining the casino and I usually examine the T&Cs carefully.
Dear dsp99RF, my team has discussed these complaints with the casino affiliates internally but I regret to inform you that the casino is unwilling to change its stance. According to our policy, we must consider this case as a violation of the Fair Gambling Codex. Firstly, at Casino.Guru, we strongly believe that if players are able to utilize bonuses, they should be paid out in the event of winning. Secondly, the recently added list of restricted countries for the welcome package bonus was not effectively communicated to players, thus leaving registered users unaware that their country was suddenly included in the list. We also hold the belief that players who are excluded from receiving bonuses should be restricted at the software level to prevent them from doing so. If players have the ability to deposit, take bonuses, and risk their own funds, they should also have the right to receive potential winnings, rather than simply losing everything. Due to this reason, we will close this complaint as "unresolved".
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I recommend you contact the Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Let me know how they responded (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
We’ve reopened this complaint at the request of dsp99RF. We have received the following message:
I am pleased to inform that Wild.io has paid out the full amount today. Thank you so much Peter and Casino.Guru for all your help.
Dear dsp99RF,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
