Wild.io Casino - Player's winnings were confiscated.

Wild.io took my money I won when I cleared their First Deposit Bonus - without any grounds. 

I have 20 years experience with online casino/gambling and I am very aware of all the rules and I only play as a recreational user. 

Wild.io offers a 100% match bonus which you need to wager 40x.

Summary: 

I deposited around 500 USD to Wild.io and received a bonus (Around 500 UDS) which had 40x wagering requirements. 

I was lucky and actually managed to wager the bonus and end up in in about 4200-4400 USD profit.

I asked for a withdrawal and the security team came back to me via email a day later saying i broke a bunch of rules, they basically just copy pasted a few random sections in their terms and condition which doesnt apply to me at all.  They removed all my winnings and gave back my deposit...

This is what they wrote to me and what I answered them:

"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."

= My Answer: It's practically impossible to achieve a positive expected value when accepting a bonus with a 40x wagering requirement. Mathematically, the expected value typically hovers around 28-30x at best. I did not prolong any gaming sessions to clear the wagering requirement later; I ceased playing once I had successfully met the bonus wagering conditions. 

"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 = My Answer:  How can I collude in slots?

development of strategies aimed at gaining unfair winnings = My Answer:  How can I develop a strategy that gives me an advantage when you have a 40x bonus and you have 0% wagering contribution on table games? (Extra for Casino.guru: I only played slots)

fraudulent actions against other online casinos or payment providers = My Answer: How did I do fraudulent actions against wild.io or your payment provider?

chargeback transactions with a credit card or denial of some payments made = My Answer: I havent done any chargeback - quite hard (impossible) to do so with a crypto payment.....

creating two or more accounts = My Answer: I have one account.

other types of cheating = My Answer: Total nonsense.

money laundering" = My Answer: Total nonsense.

"12.3 Wild.io has zero tolerance for advantage play. Any player who will try to gain an advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons:

chargebacks and double spends; = My Answer: I haven't made any charge back, no idea what "double spends" means so I can´t comment on that.

creating more than one account in order to get an advantage from casino promotions;  = My Answer: I only have one account with you

providing incorrect registration data;  = My Answer: My registration data is correct

providing forged documents;  = My Answer: I Haven't provided any documents.

any other actions which may damage Wild.io."

= My Answer: How did I make an advantage play? Once again, you have a 40x wagering requirements. It´s not mathematical possible to have any advantage as a player. 

Overall, Wild.io is scamming players who are lucky to actually get a win. I didn´t take advantage of anything.

Dear ZammeYa,

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 you only made one deposit at this casino? Do you currently have access to your casino account?

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

Hi Kristina,

I made one deposit to the casino.

I have access to my account. They are urging me to withdraw the deposit and then they will close my account.

They replied yesterday with this:

"We have addressed the matter regarding your account in the previous correspondence where the rationale behind our decision was explained. It has come to our attention that the terms and conditions of play were breached, resulting in the voiding of gameplay.

As a consequence, your account has been reset to the initial deposited amount. We respectfully request that you proceed with a withdrawal of the full balance in your account."

And I answered: "But everything you listed doesnt apply to me. 

Can you specify one single thing i breached? 

I did not bet over 5 usd.

I did not gain ingame progression. 

I dont have 2 accounts. 

I didnt take advantage of the bonus. How is it possible with 40x wagering....

2

Thank you very much, ZammeYa, 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.  

Hi ZammeYa,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Wild.io Casino to join the conversation and contribute to the resolution of this complaint.

Hi Peter,

Thanks. Will be very interesting to see if they even reply with anything else than just saying that I breached the rules.

I dont mind operators confiscating money if there are players taking advantage and not following the rules. But the problem here is - I did not breach any rules.

And the funny part is that Wild.io knows that as well. And they cant point at one specific rule that I broke. So they just copy pasting nonsense text from the Terms And Conditions that is super vague.

All they can see from my game play was that I deposited, played 4-5 USD bets, was lucky and won. And asked for a withdrawal of 90%-ish of my balance since I wanted to keep playing later with the remaining.

Dear audience,

In consideration of the confidential nature of the information, our team has compiled an email containing the evidence, which will be forwarded to Peter for further review.

Kind regards,

The Wild.io Team

Hi Wild.io

Its great that you sent it to casino.guru to review - looking forward to see what Peter has to say.

However, why don't you also send the "evidence" to the player (me)? Doesn't that make much more sense?

Dear Peter,

An email has been dispatched to your email address containing further details pertaining to the case at hand.

We are looking forward to your feedback.

Kind regards,

The Wild.io Team

Dear Wild.io Casino team,

So far, I just received two emails regarding the other open complaint. Could you please review the emails?

Dear Peter,

Our team has resent the email. Could you please check now?

Kind regards,

The Wild.io Team

Dear Wild.io Casino team,

According to the information you provided, any player could be considered a bonus abuser. The player may be a bonus hunter, however, as long as they follow the relevant rules, we see no reason why they shouldn't get paid their winnings. You can read more about our position on bonus hunting here: https://casino.guru/bonus-hunting.

Dear Peter,

Thank you for your expertise. Our management team is currently reviewing the details, and we commit to updating you promptly with a resolution.

Kind regards,

The Wild.io Team

Thank you Wild.io Casino team for your reply. Looking forward to hear about your conclusion.

Dear Peter,

Before reaching a final resolution on this case, we find it necessary to conduct an identity verification for the user. Unfortunately, this verification was not feasible at the time when the account was initially flagged.

An email has been dispatched to the user's registered email address outlining the verification process, and we are currently awaiting their response.

@ZammeYa Your understanding and patience in this matter are greatly appreciated. We will keep you updated on the progress and appreciate your cooperation.

Kind regards,

The Wild.io Team

Dear Wild.io Casino team,

I'm setting the timer to seven more days so that you can finish the verification process. You keep repeating that you sent us evidence regarding all open complaints, however, the evidence didn't arrive or was insufficient. We can't reject all the complaints based on the proof you sent. What we need is a proper explanation of what happened supported by evidence. Please describe the abuse, the betting patterns, the unfair advantage that the players gained using the strategy, and what connection is among the players. Please also note that we need evidence for all the complaints. I will set the timer to seven more days and after that, without proper evidence, I'm afraid, the complaints will become unresolved. Looking forward to hearing from you.

Hi Wild.io Casino Team,

I have now submitted the KYC verification on your site.

Dear Peter,

The verification process is currently ongoing. The video verification call has been done and we will receive an update from our security team.

Kind Regards,

The Wild.io Team

Dear Wild.io Casino team,

We are unable to make progress on this issue, so we must close the complaint as unresolved due to lack of evidence. The described player's behavior may carry signs of bonus hunting, however, no rules were violated. All players involved simply used the welcome bonus and played with it ignoring other bonuses. I don’t see any problem here, as players are not obliged to use all the bonuses offered to them. They played with the bonus, never placed bets higher than the maximum allowed, and stopped betting once the wagering requirements were met. Unfortunately, we do not see any unfair advantage here. If you do not want players to do this, what is the point of offering welcome bonuses at all?

Dear ZammeYa,

I’m afraid I won't be able to change the casino's decision. I will mark the complaint as "unresolved" in our system. 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 reconsider, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint as we received information from the Wild.io Casino stating that the player's funds were added back to their account.

Dear ZammeYa,

Can you confirm this?

Hi Peter,

I checked Wild.io homepage and it says Balance: $0.

No money has been added back.

Thank you ZammeYa.

Dear Wild.io Casino team,

Could you please explain?

Dear ZammeYa,

We have checked and the balance is inside the account and you should be able to withdraw it right away.

Could you please check the account again?

Kind Regards,

The Wild.io Team

Hi Wild.io

I can now confirm that I have received the money to my Balance at Wild.io

I have asked for a withdrawal. Will confirm here once that is completed.

Hi Peter,

I can confirm that I have now received the money and manage to do a successful withdrawal.

I would like to thank casino.guru team for helping me and must praise you guys a lot that you are dealing with this - for free. I just wish I noticed this complaints section earlier in my life 🙂

To Wild.io Team:

Once again, I did not abuse nor did anyone else play on my account. Probably I will never play on your site again though. There are many other sites out there and you gave me (customer) a horrible experience.

And i am quite sure that you would have never given me back my money if I would not have been writing on casino.guru.

Merry Christmas and a Happy New Year!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, ZammeYa, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter