Wild.io Casino - Player's bonus was cancelled.

I played at this casino 1 week ago for the first time. I deposited and claimed first deposit bonus. Then I deposited again and got second deposit bonus. This time I was lucky and raised my balance to about 3400 usd. I planned to finish wagering the bonus later so I logged out of the casino. Today I logged into the casino again and found on 177 usd on my account. Apparently, this is my deposit amount. No signs of unfinished bonus in my account and it is shown as canceled although I have time until 29.11 to finish the wagering. Live support was useless. I sent an email. Then I visited the complaints section of this website and saw how many other people got treated badly by this casino. Now I am very worried. I played at many casinos last 2 months and got many losses. This is one of the times when I got lucky. And now this... Please, please, I need your help!

Dear khoshbakht981,

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.

• Can you confirm that your account was completely verified previously?
• Have you received information regarding the reason for the cancellation of your winnings?

If there’s any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.

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

Best regards,

Petronela 

Hi Petronela,

No, my account was not verified yet, simply because I was never asked for it by the casino yet.

Today I received an email from the casino with the "explanation" of their actions which explains absolutely nothing. Pay attention, I was well within the "casino rules" when I deposited and lost. But it is only when I made my second deposit and won more than 3000 usd - was my account almost immediately emptied of my winnings (even before I had a chance to finish wagering of the bonus). I played only one slot with one bet size with both of my deposits. So, it is logical to conclude that my main violation of the "casino rules" was winning while playing. No violation was detected when I was losing. Below is an email I received from the casino today:

Hello there,

I hope this message finds you well. I regret to inform you that after a thorough review of your account activity, we have observed a breach of our terms and conditions, which has led to the restriction of your account. Consequently, as per our policies, the ability to avail bonuses and use them within the gaming platform is no longer available.

Upon our review, it was found that your account was involved in a violation that led to the cancellation of the second deposit bonus previously credited to your account. Subsequently, any winnings associated with this particular bonus were removed in accordance with our terms and conditions upon the cancellation.

At our platform, we take adherence to our terms and fair play policies very seriously. The decision to restrict account access and revoke bonus privileges is made in accordance with our terms of service to maintain a fair and secure gaming environment for all users.

We appreciate your understanding in this matter.

Best regards,

The Wild.io Team

Thank you very much, khoshbakht981, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 khoshbakht981,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wild.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Wild.io Casino,

Could you provide an explanation for why the player's bonus was cancelled? What specific terms and conditions did the player violate?

Thank you.

Kind regards,

Tomas

Dear Tomas,

The user has been informed regarding the terms that have been breached. The term in question is the following:

"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."

Further information will be provided to you through email shortly.

Kind regards,

The Wil.io Team

Here I describe all my gameplay at Wild.io casino. First ever deposit 150 usd, get 150 usd bonus, play Gorilla Mayhem slot 5 usd a bet - lost. Deposit 168 usd, get 168 second deposit bonus, play the same slot with the same bet of 5. Get my balance to about 3400. Immediately stop playing and plan to return and to wager the bonus later. Next time I login to the casino my balance is only 168. Now, dear casino representative, please, explain which part of your terms (that you quoted) was violated by me?

Dear Wild.io Casino,

I still haven't received any information from you via email. Can you please double-check? You probably know that I will need evidence confirming your decision. My email address: tomas.k@casino.guru

Thank you once again.

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 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

Hello khoshbakht981,

I've been informed by the casino representative, that you have scheduled a Skype verification call. Can you please update us on the result once it's completed? Thank you.

Yes, I am in contact with the casino regarding a call time. Thank you.

Dear khoshbakht981,

I'm awaiting your update on the result of the verification call. Thank you.

Yesterday I received a Skype call from the casino and answered all their questions. I used the help of my friend-translator to communicate with the casino. I have checked my balance at the casino in the morning - it did not change. The money still was NOT returned to my account.

Dear Esteemed Audience,

Following a comprehensive verification process, it has come to our attention that the user resides in a region where the welcome package is not applicable, as detailed in the terms accessible 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."

We emphasize that it is the user's sole responsibility to thoroughly read and adhere to all terms and conditions. In light of this violation, the decision has been made to allow the user to withdraw the initially deposited amount.

We appreciate your understanding and thank you for your time.

Best Regards,

The Wild.io Team

You added Azerbaijan to the list of excluded countries just recently. I always read the Terms and my country was not in it when I registered and played. You confiscated my winnings almost 2 months ago. As a reason for that you never quoted my country as being prohibited for the initial bonuses. Instead, you used some vague "bonus abuse" terms and quoted paragraph 11.1 from your terms. Now, suddenly, two months later and after conducting Live Skype verification - it "turns out" I was never eligible for the bonus in the first place. Isn't that an absurd? This obviously proves that my country was NOT in that "prohibited list" at the time my account was cleared from my winnings back in November. And you made the same trick with some other players whose money you confiscated and who made a complaint about you at Casino.guru.

Dear Casino.guru. This casino changes the terms on their website retroactively in order not to pay the winnings to players at their casino. They confiscated at least 60000-70000 euro from players in the last couple of months , accusing them of "bonus abuse" and now do everything possible to avoid the payments. I find this behavior criminal and I never dealt with an online casino demonstrating such a low level.

Dear Casino.guru. Please also pay attention to this complaint which was submitted by the player from Estonia about winnings also confiscated from him by Wild.io about the same time they confiscated my money. Estonia is also on the prohibited list which the casino provided to this thread today but somehow the player, who exactly like me used the Welcome Bonus, was eventually paid. And this shows that Estonia too, was added to this list most recently (as well as Russia, Azerbaijan , Ireland and, probably, some other countries). The list, obviously, was actively edited just recently.

https://casino.guru/wild-io-casino-player-s-winnings-were-confiscated

Moreover, please, check this thread. The player from Russia, who also was a victim of the Wild.io casino - who also opened his/her complaint about the same time I did - was eventually not paid by the casino. But the casino NEVER quoted the reason for the non-payment as Russia being on the prohibited countries list and instead, as in my case, used the vague bonus abuse explanations. Why? Because Russia too was NOT on that list at the time of the complaint. It is on that list now.

https://casino.guru/wild-io-casino-player-s-winnings-were-confiscated-1

Later this Russian player left this comment in the discussion section of Wild.io casino (on this website):

Hello all. My complaint was closed as unresolved. But now i want to add new details. Please look at all wild.io complaint. They are all almost the same. First they took your money, then they come up with idea of abuse without any proofs. Now they have added Russia to blacklisted country list. However when i won Russia was not blacklisted ( i have screenshot). And now they say that i played from restricted country. Please do something

https://casino.guru/wild-io-casino-review#tab=js-tab-discussion

By the way, I also have a screenshot that Russia was not in the prohibited list 2 months ago (I refer to the screenshot of the General terms. Unfortunately, I don't have a screenshot of the Welcome bonus page).

And one more: another complaint, this time by the player from Ireland. Again , this complaint , exactly as mine, was submitted in November last year. This is the player's (dsp99RF) quote from that complaint :

"I have sent proof of Irish residence to the casino and I can see no mention of Ireland being a restricted country".

The casino never in that thread informed the player that his country (Ireland) was ineligible for the bonus he has received throughout the whole thread. And voila (!!!) , look above at the list provided by the casino representative today and you can see that IRELAND is also on the list of the prohibited countries ALREADY.

(Take a deeper look at this complaint and find the last post by the casino representative (one week ago) where he provides the list of the Restricted countries from the General Terms and Conditions (not a Welcome bonus page quoted above in this thread). Probably, the player from Ireland has a passport of a different country (which is prohibited in that General Terms list) but also have an Irish residence. The question is why to provide this list when you have another list where it is clearly stated that the players from Ireland are not eligible for the bonus which this player used? May be because just one week ago Ireland was NOT on that list yet?).

https://casino.guru/wild-io-casino-player-s-account-has-been-locked-abruptly

THIS IS SUCH A CLEAR CUT CASE OF FORGERY! Not only the Wild.io casino for 2 months "somehow" missed the fact that my country Azerbaijan is in the welcome bonus excluded list - it also missed that at least three other people's countries, whose money they confiscated, are on that list too! To all four of us and to the Casino.guru, from day one, the casino kept explaining that we abused their bonus by playing it in a "wrong way". When this did not help and Casino.guru supported the players against the rogue behavior of the casino and when the Skype calls the casino made to the players proved that those are the genuine players - then the Wild.io representatives changed the tactics and decided to edit their Terms and Conditions retroactively by adding our countries to the prohibited list on their website. Problem solved! (or was it?)

Does the casino involved in the falsification of proof deserve 5.9 points at Casino Guru?

Dear khoshbakht981,

I have internally discussed the case with the representative from the casino, and unfortunately, after having a lengthy conversation, 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.

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 (tomas.k@casino.guru). I wish I could be of more help.

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of Wild.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello khoshbakht981,

Good news! I have received the following information from the casino's representatives:

After a more thorough investigation of the case and the evidence, we have added back the bonus funds and the player can continue playing and finish the bonus. The player was informed regarding this decision via email.

Can you please confirm if this is correct so we can consider the case resolved? Thank you.

Dear khoshbakht981,

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.

We received information from the casino stating that the player was allowed to finish wagering her bonus. Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.