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.

response from wild.io -

Hello there, 

We’d like to clarify that, as outlined in the terms and conditions, the welcome offer is not available in certain regions. This restriction also applies to any alternative bonuses offered as a replacement for the welcome package.

It is the user’s responsibility to review and adhere to the terms and conditions to ensure eligibility for promotions.

For your reference, please find the relevant terms below:

"3. 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 from the aforementioned regions attempt to claim any bonuses that are part of the Welcome Package, or any offers/promotions that are offered as replacement for the Welcome Package, their 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. In case the user has played, lost or withdrawn the deposited balance, these funds will not be returned."

Source: https://wild.io/promotions/welcome-package

Your initial deposited amount is currently available inside the acount. 

Regards, 

Regards, 

Wild.io Support Team

Help Centre | support@wild.io

My response sent today:

Hi,

Thank you for your response regarding the eligibility for the welcome offer. However, I would like to clarify my position based on the information provided and address some critical points.

In your initial communication, I did not receive any specific terms and conditions related to the welcome package. Instead, I was directed to the general terms and conditions, which do not list Hungary as a restricted country. This omission is significant, as it implies that I am eligible for the bonuses offered.

Within the general terms and conditions, there is a link to the bonus terms. However, when I reviewed the bonus terms, I found no mention of Hungary being restricted. This further supports my understanding that I was eligible to claim the bonus.

The promotional email I received invited me to make a deposit to claim the bonus without any indication that my location could affect my eligibility. This lack of clear communication has led to confusion and has resulted in the confiscation of my winnings, which I believe is unjust.

The terms you are now providing regarding the welcome package are irrelevant to my case, as I was not made aware of them at the time of my deposit. Instead, I was encouraged to deposit funds based on the promotional offer, which I believed I was eligible for.

Given these points, I kindly request that you review my case regarding the confiscation of my winnings. I believe that the lack of clear communication and the absence of Hungary from the restricted list warrant a reconsideration of your decision.

I appreciate your attention to this matter and look forward to your prompt response.

Best regards

Thank you very much, Erikaa, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Erikaa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild.io Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Audience,

After the KYC process has been conducted, it has been determined that the user resides in a region where the welcome package is restricted, as outlined in the terms 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."

Additionally, the term specifies:

"If users from the aforementioned regions attempt to claim any bonuses that are part of the Welcome Package, or any offers/promotions that are offered as replacement for the Welcome Package, their 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. In case the user has played, lost or withdrawn the deposited balance, these funds will not be returned."

Please keep in mind that on top of the general terms and conditions each bonus offer has its own set of terms that needs to be followed. The promotions page can easily be found in the left menu bar on the website.

We must stress the fact that it is the user's responsibility to ensure they thoroughly read, understand and comply with all terms and conditions.

Based on the terms and conditions outlined above, the winnings have been declared void and account has been reset to the initial deposited amount.

If further information is required please do not hesitate to let us know.

Thank you for your attention.

Best Regards,

The Wild.io Team

Thank you for your response. However, I must address several critical points regarding the communication and terms provided in relation to the ‘welcome package.’

The promotional email I received included a link to the general terms and conditions - http://cemail.wild.io/e/c/eyJlbWFpbF9pZCI6ImRnVFN3Z2NCQUotWkdKNlpHQUdTejNURF9BMm53cF96QjQxd3Bqaz0iLCJocmVmIjoiaHR0cHM6Ly93aWxkLmlvL3Rlcm1zP3V0bV9jYW1wYWlnbj0lNUJUUklHR0VSUytWMiU1RCsxc3QrRGVwb3NpdCslNUIxRCU1RFx1MDAyNnV0bV9tZWRpdW09ZW1haWxcdTAwMjZ1dG1fc291cmNlPWN1c3RvbWVyLmlvIiwiaW50ZXJuYWwiOiJkMmMyMDcwZGFlMzI5Zjk5MTgiLCJsaW5rX2lkIjoyMX0/0ac1cc084704959d04f8153ae861355cbde193dfc4d39411354284c4649a2181. A thorough search of this page reveals no mention of Hungary or specific restrictions related to the welcome package.

The link to the bonus terms https://wild.io/bonus-terms  within the ‘Terms and conditions’ only mentions Hungary in the context of no deposit free spins (section 1.25). There is no clear reference or link to the specific welcome package terms that you are now citing.

You mentioned that the terms can be found in a separate menu bar. However, when I click ‘claim now’ http://cemail.wild.io/e/c/eyJlbWFpbF9pZCI6ImRnVFN3Z2NCQUotWkdKNlpHQUdTejNURF9BMm53cF96QjQxd3Bqaz0iLCJocmVmIjoiaHR0cHM6Ly93aWxkLmlvLz9tPXdhbGxldFx1MDAyNmE9ZGVwb3NpdFx1MDAyNmFkYz0xdWd5ZWZcdTAwMjZ1dG1fY2FtcGFpZ249JTVCVFJJR0dFUlMrVjIlNUQrMXN0K0RlcG9zaXQrJTVCMUQlNURcdTAwMjZ1dG1fbWVkaXVtPWVtYWlsXHUwMDI2dXRtX3NvdXJjZT1jdXN0b21lci5pbyIsImludGVybmFsIjoiZDJjMjA3MGRhZTMyOWY5OTE4IiwibGlua19pZCI6MTkxOH0/77ac88af40a55f6bff3eb61f6c2686dc8f421c7099583ee047226875a6319144 within the promo email it directs me to a deposit page without any reference to the specific terms for the welcome package. I have attached an image to illustrate this issue.

The promotional email and the linked terms did not provide the necessary information regarding the restrictions for the welcome package. As a customer, I relied on the information provided, which did not indicate any restrictions for Hungary.

The terms you are now referencing were not made available to me at the time of the promotion. This constitutes a lack of transparency and has led to the current misunderstanding.

I believe that the casino should honour the promotion as I understood it, based on the information provided in the email and the accessible terms. I request the reinstatement of my winnings.

I appreciate your attention to this matter and look forward to a fair resolution.

Thank you to the both parties for the clarification.

Dear Erikaa, I am in contact with the casino representative and we are discussing your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear audience,

We would also like to confirm that we are in contact with Peter regarding this case and we will be back with an update here shortly.

Best Regards,

The Wild.io Team

Hi Wild.io 

It has now been a number of week since I submitted my complaint, and I am concerned about the delay in resolving this matter. I understand that Wild.io’s license application is currently under review, but I hope this is not contributing to the delay. 

I would prefer to resolve this issue without escalating it further, but I kindly ask for an update on how much longer this will take.

Thank you. 

Dear Erikaa, we have had a lengthy discussion with the casino representative but unfortunately, it has not led to a resolution. First off I would like to point out that this restriction list has been in use for at least a year as we had a few similar complaints about this topic. While the casino has the right to refuse to give out bonuses or is forbidden from doing so by regulatory requirements in some locations, we believe 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. As this wasn't the case and we can't reach a compromise with the casino, I will mark the complaint as "unresolved" in our system as we deem the casino's actions to be against our Fair Gambling Codex. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter