Wild.io Casino - Player's winnings have been confiscated over bot-use accusations.

I signed up on wild.io at 8 August 23. I lost all my 3 deposits. I returned after 2 days (10 August) and won $15019 on slots from my $486 deposit. Casino blocked my account and told me I used bots for playing. I don't. Also, other things from 12.1 T&C. Also, I didn't break any these rules.

Dear bimbinsidek,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please forward the communication between you and customer support regarding the blocking of your account to veronika.l@casino.guru?

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

Could you please confirm that you passed the KYC verification?

They didn't ask for verification

Have you accumulated your winnings with or without an active bonus?

with an active bonus

Can you please specify what kind of bonus did you use? Please send me the name or the link to the bonus.

Sorry, I have issues with access to your website. I used all 4 welcome bonuses. I won with 4th one. https://wild.io/promotions/welcome-package

Thank you very much, bimbinsidek, 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.

Hi bimbinsidek,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Wild.io Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Hello,

We appreciate your concerns and would like to address your complaint regarding the recent actions taken on your Wild.io account.

To address the reasons behind the permanent closure of your account, which were also provided via email upon closure, are outlined in our terms and conditions:

• Player Collusion and Use of Programmed Devices (8.7):

"8.7 Wild.io prohibits player collusion and does not allow any kind of robots and programmed devices to participate in gameplay. Wild.io reserves the right to void any gameplay which results from the use of robots and/or programmed devices."

• Anti-Fraud Policy (12.1):

"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
• development of strategies aimed at gaining unfair winnings
• fraudulent actions against other online casinos or payment providers
• chargeback transactions with a credit card or denial of some payments made
• creating two or more accounts
• other types of cheating
• money laundering"

We are more than willing to share any necessary evidence, that cannot be shared publicly, directly with the Casino Guru team via email.

We appreciate your understanding.

Sincerely,

The Wild.io Team

Thank you for the information, Wild.io Casino.

Please forward any relevant evidence to my email address: tomas.k@casino.guru

Once received, I will update the thread on the investigation progress.

Kind regards,

Tomas

Dear Tomas,

We have sent the information through email.

Sincerely,

The Wild.io Team

Dear bimbinsidek,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and thus getting the bonuses repeatedly, which you normally wouldn't have been allowed to. The casino acted correctly and within its terms and conditions.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Wild.io Casino, for providing information and your cooperation.

Best regards,

Tomas