Wild.io Casino - Player’s winnings have been confiscated by the casino.

Hallo ich kann gar nicht fassen was dieses Casino abzieht. Ich möchte offiziell Beschwerde einreichen.

Gestern habe ich mich bei diesem Casino angemeldet und den Bonus für die erste Einzahlung beansprucht. Ich habe 540$ mit TRX eingezahlt und mich auf über 15000$ hochgespielt.

Gerade als nur noch 1000$ vom Bonusumsatz fehlen werde ich aus dem Spiel geworfen und alle Spiele sind plötzlich für mich blockiert. Ich fand es schon äußerst merkwürdig dass sowas kurz bevor mein Umsatz fertig ist passiert. Der Support sendete mir eine Email in der stand das meine Auszahlung in Prüfung ist, obwohl ich gar keine Auszahlung beantragt hatte. Der Live Chat sagte mein Account wird überprüft und innerhalb 24 Stunden bekomme ich bescheid.

Zu meinem Entsetzen müsste ich jetzt feststellen dass mein Guthaben gelöscht wurde und nur noch meine ursprüngliche Einzahlung auf dem Guthaben ist. Wild.io Casino hat mir eine Email geschickt das ich angeblich gegen die AGBs verstoßen habe und alles konfisziert wird und nur meine Einzahlung Rückerstattet wird.

Es ist unmöglich das ist gegen irgendwelche Bedingungen verstoßen habe. Ich habe keine verbotene Spiele gespielt und nie über dem maximal erlaubten Einsatz.

Mein Account ist nicht verifiziert da keine Verifizierung angefragt wurde und ich habe ausschließlich Slots gespielt.

Ich möchte Casino Guru um Hilfe bitten. Ich bin schockiert und fassungslos das versucht wird mich zu betrügen!

Dear BoehserOnkel,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Wild.io Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received a more detailed explanation as to which rule you allegedly broke?

Kindly forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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

Hallo Veronika ich habe dir 2 E-Mails geschickt mit allen beweisen. Ich habe nur 2 Spiele gespielt. Zeus vs Hades und hot to burn Slots von pragmatic. Ich habe mich immer an alle Regeln gehalten und nichts verbotenes getan.

Thank you very much, BoehserOnkel, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, BoehserOnkel,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wild.io Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wild.io Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

The user's account has been flagged by the system and the bonus was cancelled due to the following terms:

"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 has been sent to you through email.

Kind Regards,

The Wild.io Team

Ich habe aber nicht verstoßen gegen die Bonusbedingungen. Ich verstehe nicht was ich falsch gemacht haben soll. Ich habe keine verbotenen Spiele gespielt und mich immer an den maximal erlaubten Einsatz gehalten.

Das einzige Problem für wild.io ist wohl offensichtlich das ich gewonnen habe und sie es nicht bezahlen wollen.

Dear Wild.io Casino team,

Thank you for your email and the additional information.

Can you please look at my last email regarding the matter and provide me with the requested details/evidence?

We would like to ask the casino to reply to this complaint. We are extending the timer. 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

Thank you for the update and information provided externally, Wild.io Casino Team.

Dear BoehserOnkel,

Can you please inform us about the progress of your KYC/verification?

How were you informed about the process, and when did you provide the casino with the requested documents? If you have not contacted the casino back with the requested documents yet - why?

If you were not informed about it in any way, I strongly recommend you check your casino account and all inbox folders of the email address used for registration in the casino.

We can look at the confiscated bonus winnings after the KYC is completed.

Looking forward to hearing from you.

Dear BoehserOnkel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Hallo, ich bin erst Ende der Woche Zuhause und lade dann den noch fehlenden Adressnachweis hoch. Die anderen Dokumente hat das Casino von mir bereits erhalten.

Alright, BoehserOnkel.

Thank you for letting us know.

I am extending the timer for you. I will wait for your confirmation about the KYC procedure.

Let us know when there is any news, and also with answers to my questions asked earlier.

Looking forward to hearing from you.

Hallo das Casino hat mich über Email informiert über die Dokumente die ich hochladen soll.

Ich habe jetzt alles hochgeladen und warte auf Antwort.

Auf meinem Casino Account ist aber immer noch lediglich die Einzahlung und mein Gewinn fehlt immer noch.

Thank you for informing us, BoehserOnkel. Let's give the casino space to reply.

Dear Wild.io Casino team,

Can you please provide us with an update on the player's KYC/verification? Is anything else needed from the user to speed up the process? When can he expect the results of the verification?

Provided that he passes the KYC, will the casino restore his winnings, please?

Looking forward to hearing from you.

Dear audience,

As previously mentioned, the user's account has been flagged by the system and the bonus was cancelled due to the following terms:

"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."

Furthermore, please note that as the funds were part of an active bonus, the user did not realize any actual winnings to be paid out.

Kind Regards,

The Wild.io Team

In diesem Punkt lügt Wild.io aber ganz klar. Sie haben mir das gesamte Guthaben storniert während ich am spielen war und nur noch 1000€ vom Bonus hätte umsetzen müssen.

Ich fordere dass das Casino mein Guthaben wiederherstellt mit dem Umsatz den ich noch erledigen musste. Das waren nur noch 1000€ Umsatz vom Bonus als das Casino mich für alle Spiele blockierte und dann das ganze Guthaben löschte. Zufällig kurz bevor der Bonus vollständig umgesetzt gewesen wäre.

Dear Wild.io Casino Team,

Do I understand correctly that the casino interrupted the player's game with an active bonus in the middle of play, and that it was the only reason he did not manage to meet the wagering requirement for the used bonus? Otherwise, he would have met the wagering requirements, and the winnings would have become withdrawable, right?

Also, my previous questions have not been answered at all. Therefore, I will repeat them.

"Can you please provide us with an update on the player's KYC/verification? Is anything else needed from the user to speed up the process? When can he expect the results of the verification?

Provided that he passes the KYC, will the casino restore his winnings, please?"

If there is no justified reason for winnings confiscation, can the casino restore his account and winnings to the state before the disputed winnings were confiscated?

It would be fair to let him continue playing and finish the bonus.

What is the maximum cashout amount from the bonus in question?

Looking forward to hearing from you.

Dear Branislav,

The identity verification process is currently in progress, with the user pending response for the video verification call. Despite our attempts, we have not yet received a reply or feedback from the user. Once the user responds to our communication, we will be able to proceed accordingly.

Best Regards,

The Wild.io Team

Ich werde gerne den Verifizierungsanruf mit dem Casino durchführen, das ist kein Problem.

Ich möchte aber dass das Casino bestätigt das ich im Anschluss daran meine fälschlicherweise konfiszierten Gewinne zurück erhalten werde, da es andernfalls eine reine Zeitverschwendung ist überhaupt den Anruf durchzuführen.

Wenn das Casino nicht bereit ist mir meine Gewinne zu Rückerstatten und anschließend auszubezahlen hat das alles gar keinen Sinn. Ich möchte bitte die Bestätigung des Casinos, da ich sehe das die anderen Beschwerden als ungelöst geschlossen wurden.

Branislav, please be aware that the user has not been responsive to our KYC requests thus far, resulting in a slow verification process.

BoehserOnkel, in line with the terms and conditions and pursuant to the rules and regulations in Curacao, it's crucial to acknowledge that Wild.io reserves the right to request identity verification at its discretion, a provision you agreed to upon signing up. Additionally, in our efforts to validate the user's identity, we may utilize diverse methods, encompassing, but not restricted to, video calls.

Best Regards,

The Wild.io Team

Warum antwortet das Casino nicht auf die Fragen von Casino Guru und mir?

Es wird dauerhaft nur drumherum geredet!

Thank you both for your replies and updates.

Dear BoehserOnkel,

I assure you that my questions will be repeated until there are clear answers.

However, I strongly recommend that you do not give the casino a reason to suspect or doubt your KYC.

It would be highly appreciated if you could complete the verification, and meet all the requirements and conditions required by the casino regarding it.

Once your verification is completed successfully, there will be no other reason to continue resolving your issue/the disputed winnings. Successful KYC is mandatory in most online casinos, so let's not drag the process out unnecessarily. I would not take it as a waste of time, but rather a speeding the process up.

Can you please let us know once you provide the casino with all the requested documents or make a verification video call?

Then we can further proceed in resolving the main issue.

Looking forward to hearing from you.

Dear BoehserOnkel,

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.

Hallo Branislav, ich stehe in Kontakt mit dem Casino und warte auf deren Antwort meinen Termin für den Anruf zu bestätigen.

Hallo Branislav,

Ich habe den Verifizierungsanruf mit dem Casino am Freitag durchgeführt. Bisher habe ich keine weitere Antwort vom Casino erhalten.

Thank you very much for keeping us informed, BoehserOnkel.

Dear Wild.io Casino Team,

Can you please provide us with an update on the player's verification? Is it complete and successful?

If not, can you please state more details and why it was not possible?

If yes, and if there is no other justified reason for winnings confiscation, can the casino restore his account and winnings to the state before the disputed winnings were confiscated and the account blocked/closed?

It would be appreciated if he could continue playing and finish the bonus.

What is the maximum cashout amount from the bonus in question? Will the player be able to withdraw the winnings?

Hi there, Branislav

After we have thoroughly investigated the case and the evidence, the verification process is now completed.

In the light of it, the winnings were added to the player's balance and we restored their account.

The winnings were added to the player's balance and not as a bonus.

The player was informed regarding this via email.

Best Regards,

The Wild.io Team

Hallo ich habe meine Gewinne ausgezahlt bekommen und möchte mich sehr herzlich bedanken für die Unterstützung von Casino Guru.

What great news, guys!

Thank you, BoehserOnkel, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Wild.io Casino Tean, for your help and cooperation!

Best regards,

Branislav, Casino.guru