Wild.io Casino - Player's account was blocked.

On the 3rd of October i registred an account and deposited and took the first deposit welcome bonus. After wagering the whole bonus i had about $1900 but it was in LTC so it will be a bigger amount than 1900 now.

I made a withdraw and the next day when i try to log in to my account it says my account is disabled/blocked.

I asked live support why and the told me to send an email to their email support. This was on the 4th of October.

On the 5th i get an answer saying they just check my account and will get back to me soon.

On the 12th they send me an email saying i have breached their terms and then they referred to 3 different terms and saying these are the reasons without saying what i did.

I answered that i havnt breached any of these terms and after that they havnt answered.

I only have 1 email conversation with them but i can forward it if you want it.

Dear vingrom2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Ok i have forwarded it to you now Kristina

Thank you very much, vingrom2023, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi vingrom2023,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Wild.io Casino to join the conversation and contribute to the resolution of this complaint.

Dear Peter,

Due to the sensitive nature of the information, our team has compiled an email containing the evidence, which will be forwarded to your specified email address.

Kind regards,

The Wild.io Team

Thank you Wild.io Casino team for your reply. Looking forward to your email.

Dear Peter,

Apologies for the belated reply. The information has been provided through email.

Looking forward to your reply.

Kind regards,

The Wild.io Team

Wonder what made up stuff it is that took you 2 weeks to find.

Scammers

Dear Wild.io Casino team,

Thank you for your email. We reviewed the evidence, however, I'm afraid we can't accept your decision to confiscate the player's winnings based on that. I replied to your email with a short explanation. You can block vingrom2023 from further play should you wish to do so but they should get paid their winnings.

Dear Peter,

Our team has sent you a new email regarding the case at hand.

We are looking forward to your feedback.

Kind regards,

The Wild.io Team

Dear Wild.io Casino team,

Thank you for your email. As mentioned above and in my email, we don't find switching from high-volatility to low-volatility games to be an unfair practice. We are convinced that players should be able to play in whatever way they wish, as long as they follow other bonus rules, such as maximum bet. Additionally, this rule is meant to deter bonus hunters, but it actually influences recreational players the most. These are the ones who are worried that they might lose their winnings, so they often decrease their bets after a win. True bonus hunters do not mind an increased variance. They focus mostly on their expected value, which is not affected by this betting pattern. Instead of rules like these, casinos should focus on setting the wagering requirements, maximum bet, game contribution and other bonus rules in a way that makes it more difficult or even impossible for players to abuse their bonuses. I'm afraid, the player will have to get paid for the complaint to be resolved. You can, of course, restrict the player from further play after they receive their funds.

Dear Peter,

We appreciate your attention to this matter. The user's initial deposited amount is already accessible within their account and is ready for withdrawal at their discretion.

In addition, our team has sent a reply via email. We are looking forward to receiving your valuable feedback on the provided information.

Kind regards,

The Wild.io Team

Casino-guru tells you straight out that you are in the wrong wild.io.

How can you have a casino if you gonna steal money people win?

Dear Wild.io Casino team,

I'm afraid the player will have to get paid in full for the complaint to be resolved for the reasons stated above. Their account can be blocked from further play after they receive their funds.

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.

Considering the compleate disregard of casino.gurus decision i really hope they get more than a slap on the wrist as a punishment?

Dear Peter,

Before reaching a final resolution on this case, we find it necessary to conduct an identity verification for the user. Unfortunately, this verification was not feasible at the time when the account was initially flagged.

An email has been dispatched to the user's registered email address outlining the verification process, and we are currently awaiting their response.

@vingrom2023 Your understanding and patience in this matter are greatly appreciated. We will keep you updated on the progress and appreciate your cooperation.

Kind regards,

The Wild.io Team

HI all,

Thank you for your replies.

Dear Wild.io Casino team,

I'm setting the timer to seven more days so that you can finish the verification process. You keep repeating that you sent us evidence regarding all open complaints, however, the evidence didn't arrive or was insufficient. We can't reject all the complaints based on the proof you sent. What we need is a proper explanation of what happened supported by evidence. Please describe the abuse, the betting patterns, the unfair advantage that the players gained using the strategy, and what connection is among the players. Please also note that we need evidence for all the complaints. I will set the timer to seven more days and after that, without proper evidence, I'm afraid, the complaints will become unresolved. Looking forward to hearing from you.

Wild.io you have not sent me any email today, im totally ready to verify myself. just send me the email you claim that you already have sent

Peter from casino.guru

I dont know if you missunderstand what wild.io said in their last response, but they are actually saying they want me to verify.

I have not got any email from them about verification yet though.

Now i got the email from them, and they have unblocked my account. So i uploaded the documents the asked for. but in my account there is still only about $100 not the 2000 that i had when they blocked me.

Hi vingrom2023,

Thanks for the update. Yes, the verification was the first step. The next step will be either to pay you your winnings or provide evidence to support its claims.

Dear Peter,

The verification process is still ongoing as we will have a video verification call with the user today.

Kind Regards,

The Wild.io Team

Dear Wild.io Casino team,

We are unable to make progress on this issue, so we must close the complaint as unresolved due to lack of evidence. The described player's behavior may carry signs of bonus hunting, however, no rules were violated. All players involved simply used the welcome bonus and played with it ignoring other bonuses. I don’t see any problem here, as players are not obliged to use all the bonuses offered to them. They played with the bonus, never placed bets higher than the maximum allowed, and stopped betting once the wagering requirements were met. Unfortunately, we do not see any unfair advantage here. If you do not want players to do this, what is the point of offering welcome bonuses at all?

Dear vingrom2023,

I’m afraid I won't be able to change the casino's decision. I will mark the complaint as "unresolved" in our system. 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 reconsider, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint as we received information from the Wild.io Casino stating that the player's funds were added back to their account.

Dear vingrom2023,

Can you confirm this?

I Can confirm that they did a skype video call for verification with me.

I can not confirm that the money arrive in my account since when i try to log in it says my account is disabled again.

Thank you vingrom2023.

Dear Wild.io Casino team,

Will you unblock the vingrom2023's account?

Dear vingrom2023,

We have checked and it seems the account was locked again by the system, but it should be temporarily unlocked now and you will be able to withdraw the balance.

Kind Regards,

The Wild.io Team

Ok i have asked for a withdraw now.

I can now confirm that they have credited me back my winnings.

I will update when i have received the cash to my account.

Hi all,

Thank you for your replies.

Dear vingrom2023,

I will set the timer to seven more days.

I got the cash now!

Thanks casino.guru, im 100% sure they would not have paid without your help.

Thank you vingrom2023 for the update. I'm glad to hear that you received your funds. 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.

Best regards,

Peter