Wildz Casino - Player’s account has been blocked.

I signed up for account with wildz casino and received a free $20 bonus money,I played for about 3 hours and I played on a scratch card called gold scratch and I won $6000 after matching 3 of the same money amounts and I played after that for another hour and half making sure I played past the wagering requirements,I logged out and the next morning I try to log back into my account and it says it is blocked so I contact live chat and see if what going on the guy was very rude said he will get back to me in a day or two through email he has to talk to his manger ,well two days later I get a email back saying that I am temporarily suspended but no explanation why so I asked and I asked about with being able to the money I earned about 6 hours later I get a email back saying my account now has been permanently closed and I have sent them many emails after this which I have not gotten any emails back

Dear cecemarie95,

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 advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours and redeemed the same promotional offer? Do I understand correctly that the entire win has been accumulated from a No Deposit bonus? Have you deposited any funds into your account?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

No I am sure there is no other account made and no I haven't deposited any money I made the $6000 from the bouns money but I did make sure to play past the wagering requirements there were set out

Have you checked the maximum cash out of the bonus? Could you please advise if you have redeemed any Free Bonuses in the past from this casino? If there's any relevant communication, please forward it to petronela.k@casino.guru.

Yes I checked the maximum cash out limit and after I played through the wagering requirements my $6000 that in my bouns money transfer to cashable balance and this was only bouns I redeemed and there has been no further communication no email back about anything

How much was the maximum cash out from the provided bonus that you've advised about?

It doesn't give a certain amount it not clear how much the limit is

Thank you very much, cecemarie95, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear cecemarie95,

I’m very sorry to hear about your negative experience. I’ll do my best to resolve your case.

I would like to ask Wildz Casino to clarify the situation and state the reason for cecemaries95’s account closure.

We would like to ask Wildz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear cecemarie95 and Gasino.Guru team,

Thank you for inviting us to this conversation. My name is Jenny and I will be looking into & assisting with the matter.

After reviewing the case, I can confirm the player account has been closed upon management’s decision due to a violation of our Terms & Conditions. After the decision was met, the player was informed about it via email.

Please refer to the following clauses in our Terms & Conditions:

5.2 - You may only hold one Account with us at any single point in time. We reserve the right to close any multiple Accounts opened in the same name or in any way referable to the same person. At Wildz’s sole discretion, and in the event that we consider that multiple Accounts have been opened in genuine error, we may agree to credit one Account which you have opened with us with any balance remaining on your additional Account(s). Should we have reasonable grounds to believe that fraud has been committed or attempted, we reserve the right to cancel any related transaction, any Bonus or any other promotion without prejudice to any other action. In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘Bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional Bonus or benefit.

8.14 - Bonuses/free spins at Wildz can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. We reserve the right to close Your Account and confiscate any existing funds if evidence of Bonus abuse/fraud is found.

8.15 - We award Bonuses and entry to selected promotions in good faith to players who use our services for entertainment purposes and as a token of appreciation for your loyal play. Free spins, Bonuses and entry to promotions will be revoked, denied or withdrawn from players who abuse the spirit of our offers. The term ‘Abuse’ refers to players who by any other means, obtain an unfair or unintended advantage and shall include, but is not limited to, the opening of multiple Accounts to claim multiple Bonuses. In cases where Wildz suspects that the player is acting in bad faith, Wildz reserves the right to cancel a Bonus offer at any time in case of any suspected abuse of the offer and to terminate the offender’s Account with immediate effect. At our sole discretion, we may not issue refunds of any deposits, balances or winnings generated on the Account should abuse be suspected.

The case has been closed from our end and we won't be able to give out any further information on the matter.

I wish both a pleasant week ahead.

Sincerely,

Jenny

Casino Representative

Wildz

Thank you, Wildz Casino, for providing the explanation.

Dear cecemarie95,

Are you aware of breaching any of the listed rules?

No I am not ,as I only have one account opened with Wildz and I don't think it fair that they are keeping my winnings

Thank you, cecemarie95, for confirming.

Dear Wildz Casino,

I’d like to ask you to provide us with a detailed explanation along with evidence proving your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

Dear Andrej and cecemarie95,

Unfortunately due to GDPR, we are unable to provide any further information on the matter via this forum or via email to any third party, including casino.guru. Should the customer have a complaint, they should contact us directly or contact our ADR. More information about raising a complaint can be found in our terms and conditions sections 14 - 14.5

Thank you kindly for your understanding. As we are unable to assist further in this thread, from our side the complaint can be closed.

Kind regards,

Jenny

Thank you, Wildz Casino, for the clarification.

Dear cecemarie95,

Since the casino refuses to discuss the case in detail with Casino Guru, I would recommend you to file an official complaint with the casino’s appointed ADR (Alternative Dispute Resolution) service or with the casino’s Licensing Authority. Please let me know if you decide to do so and our assistance is needed.

I have since filed a complaint,just waiting to hear back from,thank you for all your help

Thank you, cecemarie95, for the update. Could you please advise where did you submit your complaint?

Dear cecemarie95,

Have there been any new developments in regards to your complaint? In addition, could you please let us know which authority did you choose to file an official complaint with?

Dear all,

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.