Wild.io Casino - Hráčovy výhry byly zabaveny a jeho účet zablokován.

i registred at this casino at 28.11 and made one deposit about 800 usd

casino automatically added bonus around 950 usd

then i started to play wazdan game Lucky Fish

my final balance when i tryed first time to make withdraw was about 6500 usd

casino asked to send them my documents photos and selfie, and address approvment.

I did it. Casino accepeted this documents.

Then casino asked to make some skype call.

At this moment my account still are open. And again playing here i won about 7000 more and my balance now is about 13600.

Casino blocked account.

I write to casino email and into live support that i can make call with them at 16.12.

They accepted call.

They asked question writing it into skype like messages:

Where did you hear about our casino? 

Did you signup through a website or directly from google? 

What games did you play? 

What do you like about the game? 

What currency did you use? 

Thank you. 

Did you play with a bonus? 

One last question 

Could you please hold your ID near the camera for a few moments? 

It is ok with only the ID

Yes. Thank you. 

The Skype verification call is now over. 

We do not have an ETA at the moment, but we will get back to you through email in the shortest time possible. An update should come in the next 24 hours. 

We wish you a great evening! 

/////END./////

Like you can see they said less than 24 hours.

But i recevied answer only more than week.

What i received:

Hello there,

Following a comprehensive review of the account, it has been concluded that any accumulated winnings will be confiscated, and the last deposit amount will be refunded to you. The account will subsequently be disabled in accordance with the breached terms outlined below:

"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."

"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

development of strategies aimed at gaining unfair winnings

fraudulent actions against other online casinos or payment providers

chargeback transactions with a credit card or denial of some payments made

creating two or more accounts

other types of cheating

money laundering"

"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;

creating more than one account in order to get an advantage from casino promotions;

providing incorrect registration data;

providing forged documents;

any other actions which may damage Wild.io."

Source: https://wild.io/terms

We kindly request your prompt withdrawal of the deposited amount. Once the withdrawal process is completed, the account will be permanently closed.

Regards,

The Wild.io Team

Wild.io

/////end/////

As you can see, silly things have been written that have nothing to do with me.

I registred, made one deposit, after i had qood winnings casino asked verification, which i passed without any problem.

But casino blocked me. Please reviews this situation.

Also like i saw at your site, Wild.io casino block everyone who win with theirs WElcome package bonuses. I hope you can review this complaint and other issues with another players, everyone can cleary see that this casino are big scammers, you write that the casino has a safe status with a rating of 8.1

Hello miastej18,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild.io Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did you forward only your documents and used only your own money to deposit into the casino? Did they specify why exactly did you fail the verification process?

Looking forward to your answer.

Regards,

Nick

hello

i copy pasted what casino said, what was the reasons of blocking:

Hello there,

Following a comprehensive review of the account, it has been concluded that any accumulated winnings will be confiscated, and the last deposit amount will be refunded to you. The account will subsequently be disabled in accordance with the breached terms outlined below:

"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."

"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

development of strategies aimed at gaining unfair winnings

fraudulent actions against other online casinos or payment providers

chargeback transactions with a credit card or denial of some payments made

creating two or more accounts

other types of cheating

money laundering"

"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;

creating more than one account in order to get an advantage from casino promotions;

providing incorrect registration data;

providing forged documents;

any other actions which may damage Wild.io."

Source: https://wild.io/terms

We kindly request your prompt withdrawal of the deposited amount. Once the withdrawal process is completed, the account will be permanently closed.

Regards,

The Wild.io Team

Wild.io

about verification process:

casino asked first: photos of document, selfie with document and wild.io and date.

i sent it

then they asked video verification call in skype

16.12 we had this call. i asnwered all question they asked. ( questions i copy pasted from my skype)

for deposit i used trx balance which are on my trust wallet balance

Thank you miastej18 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you miastej18 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 why was the player blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

Hello dear audience,

After a thorough verification, it has been determined that the user resides in a region where the welcome package is not permissible, as outlined in the terms available 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. If users attempt to claim any bonuses that are part of the Welcome Package, any 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."

It is the sole responsibility of the user to ensure thorough reading and compliance with all terms and conditions.

In light of this violation, the decision has been made to permit the user to withdraw the initially deposited amount. 

Thank you for your time.

Regards,

The Wild.io Team

I played everytime from my home latvian ip, but you given this welcome bonus automatically.

Casino again try to find some scheme to steal money.

The casino said that i need to make video call to make withdraw. All documents was already loaded to site before.

But now they say that i can not recevied welcome bonus, which they given AUTOMATICALLY WHEN I REGISTRED AND MAKE DEPOSIT.

What a scam

Before company said that problem was with this points":

Hello,

We regret to inform you that your account with our platform has been closed, and any winnings associated with it have been confiscated. This action was taken in accordance with our terms and conditions, which clearly states that any breach of our policies can result in account suspension or closure, as well as the forfeiture of any winnings or funds associated with the account.

After reviewing your account activity, we have found that you violated our policies by engaging in prohibited activities such as the development of strategies aimed at gaining unfair winnings. As a result, we have taken the necessary action to close your account and confiscate any winnings.

You can consult the terms here: https://wild.io/terms

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.

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

development of strategies aimed at gaining unfair winnings

fraudulent actions against other online casinos or payment providers

chargeback transactions with a credit card or denial of some payments made

creating two or more accounts

other types of cheating

money laundering

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;

creating more than one account in order to get an advantage from casino promotions;

providing incorrect registration data;

providing forged documents;

any other actions which may damage Wild.io.

Thank you for your understanding and cooperation.

Regards,

The Wild.io Team

Wild.io

But when casino guru in other complaints said that wild.io do hot have real evidences, casino find another reason to steal money. may be they written a lot of countries are restricted only yesterday and now write that i not eligible for bonuses. But i registred from latvian ip and bonus given automatically. i hope casino guru will review this scam scheme

month ago here: https://casinoguru-en.com/wild-io-casino-player-s-winnings-were-confiscated-1

casino do not said any word about restricted for bonus teritorries, and now they said that i am from restreicted territory, and i passed 1 month ago video call with this casino.

We can understand that casino try to make new reason to steal player balances.

Dear miastej18, as you have mentioned there have been multiple complaints about similar issues at the casino. My team has discussed these complaints with the casino affiliates internally but I regret to inform you that the casino is unwilling to change its stance. According to our policy, we must consider this case as a violation of the Fair Gambling Codex. Firstly, at Casino.Guru, we strongly believe that if players are able to utilize bonuses, they should be paid out in the event of winning. Secondly, the recently added list of restricted countries for the welcome package bonus was not effectively communicated to players, thus leaving registered users unaware that their country was suddenly included in the list. We also hold the belief 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. Due to this reason, we will close this complaint as "unresolved".

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 recommend you contact the Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Let me know how they responded (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear miastej18, we were informed by the casino that you have filed an official complaint to the Regulatory body of the casino and I would like to ask you if you could provide us with its ruling. Thank you in advance for your cooperation!

I would like to understand what exactly you are talking about? what is an official body?

My email to Curacao are without any answer.

This casino requested video verification from me, saying that then they will approve withdraws. They said that when I pass it, they will withdraw my money. After I passed the video verification, casino told that the bonus cannot be received to players from Latvia! Although I always played from Latvia and the casino saw this during registration, you yourself also confirmed that it is dishonest for the player to give a bonus and then take the winnings! but have you changed your position at this point?

Thank you for the update miastej18, could you forward me the email you sent to the authority to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

If casino said that i contacted official body, why not to ask them to give this official asnwer?

I can not find this email, may be it is deleted. But i do not received any answer from them, i checked

In that case, I will send you a guide on how to contact the Curacao Antillephone N.V. (complaints@gaminglicences.com) to your email. The Gaming Authority has more options and tools to help players. Please add me to the CC of the email you send to the authority and let me know how they responded to my email (peter.c@casino.guru). I will close the complaint as waiting for a decision from the regulator for now

Best regards,

Peter

Dear miastej18,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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.

The player can reopen this complaint at any time.