Wild.io Casino - Аккаунт игрока был закрыт.

I made my first 50$ deposit with bonus, and I win, after wager.

KYC takes 12 days, but after it was OK, so I could withdraw my balance 1.2 k.

I mean time I got some offers from casino on mail 200%bonus.

I said now it's gonna be OK, my account is full veriyd so I'll try.

Made my 2nd deposit of 50$ with their promo and it was all fine...

Until I done wager and finish with balance 400$, all with the rules.

I send request for withdrawal my ballance on the same wallet as deposit, but they reject it, and sad that they need to check something, and I say ok no problem.

On the next day got email where support inform me that they CLOSING MY ACCOUNT AND CONFISCATE ALL MONEY!??

Just say that I'm cheating, and play against terms and conditions????

WTF.

I palayd small bets and have luck, but looks like you winning so we block you!!!

They don't even give back my deposit!!!

SCAM!

Hello mas19911,

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 is your account fully verified? Did you receive any balance back from the casino since your account is closed? When was the last time you spoke to the casino and what was it about? Did they specify the reason of the block?

Looking forward to your answer.

Regards,

Nick

1.My account was verify from 30.03.2023

2.i don't get any money since they close my account.

3. Last message was 2.04.2023 when they inform about closing my account.

They give me some points from T&C, but when I asked about exactly reason they don't answer me.

This is the last screenshot from my account before they delate without warning

Thank you mas19911 for all the information provided. As we will need more details from the casino, your complaint will be now forwarded to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mas19911,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Dear All,

I'm Michal and I've taken over this complaint, so from now on I'll be in charge of moderating it.

I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Wild.io Casino to join the conversation.

Dear Wild.io Casino,

Can you please provide information on why was the player's account closed?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Dear Michal,

We have provided you with more information regarding the case through email.

Thank you for the email Wild.io Casino, I have replied back.

Dear mas19911,

I've asked Wild.io Casino to provide us with more detailed information about your case. I will provide an update once the situation is cleared.

Ok.

Thank you, and I'll wait.

Dear mas19911,

Just so you know we are still working on your case with Wild.io Casino and we are trying to find a suitable solution.

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.

Hi everyone,

After an in-depth review of the case with the help of Michal, we came back with the following resolution: mas19911’s account and 0.219021177 ETH balance have been reactivated. The user will be able to cashout the funds immediately and to play as he wishes to.

Moving forward, it has been determined that further bonuses will be disabled, based on the following terms:

"1.33. Wild.io reserves the right to update and/or the bonus terms and conditions at any time, as well as limit a player’s eligibility to participate or claim bonuses and promotions offered without prior notice"

Best regards,

Wild.io Team

Thank you for your response and fair approach, Wild.io Team.

I'm glad we could find a reasonable solution to this situation.

Dear mas19911,

As per the Wild.io Team response, your account is available again and the balance was restored back as well.

I believe this is good news for you. You can continue to enjoy playing in Wild.io Casino if you wish.

Please let me know if we can consider your issue to be resolved or if you require any further assistance.

Dear mas19911,

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.

Dear mas19911,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal