Wild.io Casino - Player's winnings were confiscated and her account was closed.

Hello, i have made 30$ deposit, and got around 45$ bonus, then i got lucky and completed bonus wagering requrements. I made 3000$ withdrawal request, completed all verification steps. And now i found this messsage in my email:

Hello there,

Upon a thorough examination, it has come to our attention that your account has been locked due to violations of our terms and conditions, specifically the misuse of the welcome offer through strategies designed to gain an unfair advantage.

In accordance with section 11.1 of our terms of service, which can be referred to here, we are compelled to enforce immediate confiscation of any associated winnings and the closure of your account. An example of advantage play includes actions such as delaying game rounds, including free spins and bonus features, or making new deposits while still having such features available, allowing for an undue advantage.

Furthermore, section 12.1 outlines our strict anti-fraud policy, which includes various measures to detect and prevent fraudulent actions. Given the suspected fraudulent activities related to collusion, development of strategies for unfair winnings, and other types of cheating, we are left with no alternative but to lock your account permanently, as stipulated in section 12.3.

To facilitate the closure process, we kindly ask you to initiate a withdrawal of your initial deposit amount. Upon the completion of the withdrawal process, your account will be permanently closed.

Regards,

The Wild.io Team

Wild.io

I have not used any forbidden strategies or games. You can ask casino for list of my bets and look at it.

Dear volarlord,

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 made any successful withdrawals from this casino before?

Could you please specify how many times you made deposits to the casino? Have you made any subsequent deposits while your bonus was active?

Kindly forward your entire gaming history in Excel format to veronika.l@casino.guru. You may obtain your gaming history from the casino customer support.

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

I had no any successful withdrawals from this casino.

I have made only one deposit.

I have asked them to send me my betting history, but i think it will be faster and easier if you ask them to send you my betting history.

Hello again Veronika.

I have carefully review other Wild.io opened complaint. And there are a lot of people who wagered bonus and now their money are confiscated. And as i found out from their replies that they think that when you hit big win, and lower the bet it somehow (i do not now how) break their rules. But your collegue Peter has already said, that you do not suppose that lowering the bet after win is unfair.

Thank you very much, volarlord, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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 volarlord, 

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.

Dear Peter,

We sincerely appreciate your time and effort in addressing this complaint. Our team has composed an email with further information which shall be delivered to you.

Kind Regards,

Wild.io

Thank you dear Wild.io Casino team,

Looking forward to your email.

Dear Peter,

Our team has sent further information and we are looking forward to your feedback.

Kind Regards,

Wild.io

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.

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 volarlord,

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 at the request of Wild.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear volarlord,

The casino agreed to make another verification call with you, so please cooperate with the casino on scheduling of the call.

Dear volarlord,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.