Wild.io Casino - Player's deposit in ETH is unaccounted for.

I made a deposit ETH, ANd it says minimum deposit it 37.7 on the deposit page , my deposit was 38. Thats over but since it didn't match the crypto number it didn't count. This makes no sense and I should get my money. Customer service just say oh well he out of luck. This is crazy

Dear joshdetlor11,

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. 

• Do I understand correctly that your deposit hasn't been credited?
• Could you please clarify what you meant by the issue with the 'crypto number'?

Thank you very much in advance for your reply.

Best regards,

Kristina

No has not been credited and the deposit exceed the dollar amount but not the crypto amount, which makes no sense

Thank you very much for your reply, joshdetlor11. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

This is then telling me the amount that shows is accurate on the deposit page, but I don't have them telling me I shouldn't go off that same amount

Thank you very much, joshdetlor11, 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.  

Dear joshdetlor11,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wild.io Casino to the conversation to participate in the resolution of this complaint.

Dear audience,

After a thorough review of the case, it has been determined that the amount sent by the user was just below the minimum deposit amount of 0.01 ETH. It appears that the amount sent was insufficient to cover both the minimum deposit and the associated blockchain fees.

We believe this may have occurred because some wallets display the amount sent and the fees together as a single number, which can be misleading.

As stated in our terms and conditions:

"4.6 The minimum deposit amount for each currency is clearly stated on the deposit page corresponding to that currency. When you make a deposit, your account will be credited with the exact amount shown in the blockchain transaction. It's important to note that the minimum deposit amount does not cover any fees, as Wild.io does not impose any deposit fees. However, your personal wallet will deduct a blockchain fee when sending a transaction. Please no NOT attempt to deposit below the specified minimum amounts, as the funds will not be transferred to your player account and will be permanently lost."

Source: https://wild.io/terms

Additionally, please keep in mind that the USD amount shown on the account through the View crypto in fiat feature only serves as a visual conversion of the active currency. When making a deposit or withdrawal, these transactions are conducted in the specific active cryptocurrency balance, as outlined below:

"4.4. USD conversion allows you to convert the active cryptocurrency balance into USD, but the main currency you play remains the same. If, for example, your active cryptocurrency on the account is BTC, deposits and withdrawals are still being processed in BTC."

Source: https://wild.io/terms

We appreciate your understanding and attention to this matter. Should you have any further questions or require additional clarification, please do not hesitate to let us know.

Best regards,

The Wild.io Team

It doesn't change the fact that you have a USD amount on your deposit page. Also the fact that your customer service representative told me it was a valid amount number. So I made a deposit going off that amount showing on your deposit page. checkmate

Customer support didn't tell me it was a visual conversion, they said it was a valid amount.

Dear Wild.io Casino team,

What is the solution to this problem? Can the player make an extra deposit to meet the minimum requirement? Is the account held in ETH or USD?

Dear Peter,

Unfortunately, in this case, depositing additional funds to meet the minimum requirement will not work, as each deposit is treated individually. This is stated in the terms and conditions under section 4.6, which we have quoted above. Since the transaction from the blockchain shows an amount under the minimum deposit required of 0.01 ETH, the transaction cannot be processed and will remain lost in the blockchain.

The currency of the account is held in the cryptocurrency that the user selects as their active balance. Regarding the View crypto in fiat feature, it is also stated in the terms that "USD conversion allows you to convert the active cryptocurrency balance into USD, but the main currency you play remains the same." as you can see under section 4.4.

If the user deposits ETH, we receive the amount in ETH (if the amount is equal to or above the minimum deposit) and no actual conversion of the currency is made. The Fiat view feature only allows you to see the USD equivalent, but the actual transactions and gameplay are conducted in ETH.

Below please find attached screenshots from the Wallet settings as well as deposit page, with and without conversion on.

Best Regards,

The Wild.io Team

It's not lost in the blockchain that is another lie.

So ur employee tells me it's a valid number and ur lying a out it being lost on blockchain because I just showed the proof it was confirmed to my personal address on your website. What else u got

apologize this is the one

Hi all,

Thank you for your replies.

Dear Wild.io Casino team,

Successful transactions on a blockchain don't get lost. Once the transaction is successful, the funds are either in the casino's wallet or in the payment provider's wallet. Even though the deposit with the transaction fee was eventually lower than the minimum deposit (by only about $1), the player still deposited about $37. It doesn't seem fair to simply confiscate the funds. The situation would be different if the deposit was something like $4 with a $1,56 fee. If the funds weren't credited to the player's balance, they should be returned.

That's absolutely right peter.....facts

Dear Peter,

Unfortunately, transactions below the minimum amount will not be received by us. The minimum required deposit for each currency is clearly stated on the deposit page. For ETH, the minimum deposit is 0.01 ETH, regardless of any fiat conversion, as shown in the attached screenshots from the deposit page.

The terms and conditions, specifically term 4.6, state that if a user sends an amount below the minimum required deposit, the funds will not reach us and will be lost. This information has already been provided in the attachment earlier in this thread.

To clarify, we do not confiscate any funds, as no funds have reached us. Had the transaction been equal to or above the minimum, the funds would have been credited to the user's account.

The user's wallet support service may be able to assist with the return of this transaction, as these funds did not reach our system.

Best Regards,

The Wild.io Team

Wow, great customer service, keep lying to people thats awesome

we're only showing u right to ur face that it went into my address, so can say it didn't reach you, so instead of lying just say we stole your money, I would respect u more.

Dear Wild.io Casino team,

Since the amount as well as the whole case is kind of on the edge, could you please ask your payment provider to refund the player?

Dear Peter,

Unfortunately, from a technical standpoint, the transaction cannot be recovered.

After careful consideration, the management team has decided to credit the user's account with the equivalent of the attempted transaction as a bonus, subject to a 1x wagering requirement.

Please note that the original funds never reached us. This is a one-time gesture of goodwill and will not be repeated if the user fails to adhere to the minimum deposit requirements in the future.

Best regards,

The Wild.io Team

Dear Wild.io Casino team,

Thank you for the gesture of goodwill, it is appreciated. If the deposit wasn't so extremely close to the minimum amount, we wouldn't ask you to do this. We are convinced that this didn't happen on purpose.

Dear joshdetlor11,

I believe this is the best we can do. I recommend being more careful in the future when depositing funds using cryptocurrencies and round up the amounts a bit to avoid issues like this. Please let me know when you receive the bonus as stated above.

Even though we assume that the issue was resolved, without confirmation from the player we are forced to reject his complaint.