Wild.io Casino - Player's winnings have been unfairly voided.

I am seeking your assistance to resolve an issue with Wild.io, where my winnings were unfairly voided despite fulfilling all visible terms and wagering requirements. I have previously contacted the casino directly but received no resolution to my concerns. Below, I outline the details of the case, including my communication with the casino.

Summary of Events:

1. Account Registration and Promotion Participation:

• I signed up with Wild.io and initially abandoned my account due to limited game options.

• I received multiple promotional emails urging me to make a first deposit, including one offering "Deposit $30 and receive 500 Free Spins" on specific slot games. This promotion replaced all other first-deposit bonuses.

• Motivated by this specific offer, I made my first deposit of $30, played the bonus spins, and eventually achieved a significant win.

2. Fulfillment of Wagering Requirements:

• I played in good faith and completed the wagering requirements outlined for the bonus. My winnings became withdrawable as confirmed in my account.

3. Rejection and KYC Process:

• My withdrawal request was rejected without explanation, and my winnings were returned to my balance. I was later asked to complete the KYC process, which I did promptly.

• After completing KYC, I was informed my winnings had been voided due to alleged breaches of terms and conditions, and my account balance was reset to the original deposit amount.

4. Casino’s Lack of Response:

• I sent Wild.io a detailed email disputing their decision and highlighting issues with the clarity and application of their terms (outlined below). Despite my efforts, I have not received a satisfactory response.

Concerns Raised to Wild.io:

1. Contradictory Terms and Conditions:

• Wild.io claims that players need to make three deposits to qualify for bonuses. This requirement contradicts the nature of a "Welcome Package," which logically applies to initial deposits for new players.

• The terms imply that bonuses on first, second, and third deposits are invalid for winnings, yet no bonus is offered after a third deposit, making the promotion inherently contradictory and misleading.

2. Misleading Promotions and Lack of Transparency:

• The promotional email and the website made no mention of restrictions based on country or deposit history.

• The terms cited by Wild.io are buried in unrelated sections, primarily addressing no-deposit free spins and general first-deposit bonus mechanics. This lack of clarity makes it nearly impossible for players to identify such restrictions.

3. Why Conduct a KYC Process If Intentions Were Bad Faith?:

• Wild.io subjected me to a time-consuming KYC process, implying that my winnings were legitimate. If they had no intention of paying out, why was I asked to verify my account? This inconsistency raises concerns about bad-faith practices and suggests the KYC process was used as a stalling tactic.

4. Unethical Marketing Practices:

• Wild.io continues to advertise first-deposit bonuses similar to the one I participated in, actively encouraging deposits from players they later claim are ineligible to receive winnings.

Request for Resolution

1. Immediate Payment of Winnings:

• I request my winnings be reinstated and processed for withdrawal promptly, as I adhered to the promotional terms provided.

2. Clearer Communication of Terms:

• I urge Wild.io to ensure all promotional terms are disclosed transparently in advertising and at the point of deposit, especially regarding country restrictions or prior-deposit requirements.

3. Opportunity to Correct Eligibility:

• If the casino deems me ineligible for the promotion, I should have been informed upfront or allowed to make further deposits to qualify for the bonus. It is unreasonable to void my winnings without offering such an option.

Conclusion

I played in good faith, complied with the visible terms, and completed the wagering requirements. The casino’s contradictory terms, lack of transparency, and inconsistent actions (such as conducting KYC while intending to void winnings) are unacceptable.

Dear Erikaa,

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. 

• Could you please clarify how you activated the bonus? Did you choose the bonus when depositing or was it credited automatically?
• Do I understand correctly that you received this bonus offer via email?

Additionally, if there is any other relevant communication between you and the casino, please forward it 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

Dear Kristina,

Thank you for your prompt response and willingness to assist with my case. I’ve provided the information you requested below:

Activation of the Bonus:

I received the bonus offer via email, which provided a direct link to claim it. I followed the link, which took me to the deposit page. After making the required deposit ($30), the promotion was automatically applied to my account, granting me 500 free spins.

Confirmation of Email Offer:

Yes, the bonus offer was received via email. This was one of many promotional emails I received from Wild.io, encouraging me to deposit and take advantage of their offers. I chose this specific offer as it seemed clear and straightforward compared to others.

I have forwarded the promotional email to you. To add the terms and conditions link within the promotional email takes me here: (https://wild.io/terms?utm_campaign=%5BTRIGGERS+V2%5D+1st+Deposit+%5B1D%5D&utm_medium=email&utm_source=customer.io) - this whole page does not mention ‘Hungary’ and it’s not an excluded country.

Thank you again for your assistance. I hope this provides the clarity needed to move forward with resolving this issue.