Wild.io Support and Complaints Thread

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Welcome to the best forum Wild.io representative. Happy to have you here! 

Welcome to LCB

Welcome to our forum 

Welcome to LCB 

Welcome to the best forum. Thanks for signing up. 

I won €6830 with my second welcome bonus with Wild.io casino. I got an email from them a couple of weeks after my win saying my account had been closed and the associated winnings were confiscated. They said I broke terms but I haven’t broken any terms they mentioned in their email. Im attaching a screenshot of their email with the terms they’re claiming I broke. All I can think is that this is a dodgy casino and they just don’t want to pay me so they are trying their luck. Please help me.

Hello DJdannyb,

Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to clarify this case for us?

Thank you in advance.

Hello DJdannyb,

We are still waiting for your credentials. Please send us  via private message so we can reach out to Casino Rep.

Thank you.

Hello DJdannyb,

Thank you for sharing your credentials. We will ping Casino Rep in order to help you with your concerns.

Keep you posted.

This has got to be the cheapest casino. They sent me an email for 30 free spins. Of course when I tried to play the game, it informed me I didnt have sufficient funds to play because I didnt have but under a dollar in my account. They told me that I didnt qualify. Then why would you send something to me thats not valid. Even if done in mistake, a casino should honor their email and just give the free spins since they made an error. Its something an honorable casino would do and have done. I wouldnt know why Im not qualified anyway. I have played here many times and never used any bonuses. I reached out to their email support and they keep emailing me about them looking into it. If it takes this much trouble to give someone 30 free spins then I dont even want them anymore. If you are thinking of playing here then consider this. They are not even willing to give me the 30 free spins that they sent to me think about how tight their games are and you willl more than likely not win a dime here as I have.

Hello bry60195,

Thank you for your comment!

It appears there might have been a slight misunderstanding when it comes to this email promotion, as this appears to be an email promotion from a different brand, with a similar name to ours.

We are sorry that you have gone through this experience due to the brand similarity. If you would like to reach out to us at [email protected] from your registered email address, we'd be more than happy to provide you with more information in this regard. 

Best regards,

The Wild.io Team

Hello DJdannyb and dear audience, 

The account has been closed due to violations of our terms and conditions, specifically in relation to the provisions outlined in section 12 of our terms.

Our strict anti-fraud policy is in place to maintain a fair and secure gaming environment for all players. Regrettably, our investigations revealed that your account was engaged in activities that are strictly prohibited, including but not limited to:

1. Participating in Collusion: Suspicions arose regarding your involvement in collusion with other players, which undermines the integrity of our games.

2. Development of Unfair Strategies: We observed the development of strategies aimed at gaining unfair winnings, which is contrary to our commitment to fair play.

3. Fraudulent Actions: There were indications of fraudulent actions against other online casinos or payment providers, which we cannot condone.

4. Creation of Multiple Accounts: Our records indicated the creation of two or more accounts, a practice prohibited under our terms and conditions.

5. Advantage Play: We maintain a zero-tolerance policy for advantage play, particularly in instances where it involves attempting to exploit our casino welcome offers or other promotions. This includes actions such as chargebacks, creating multiple accounts to gain promotion advantages, providing false registration data, submitting forged documents, or any other activities that may harm Wild.io.

These actions are not in line with the principles of fair play and integrity that we uphold. Consequently, we have had no choice but to close your account to preserve the fairness and security of our platform.

Sincerely,
The Wild.io Team

You already emailed me saying this. I haven't broken any of your terms. Ive got a lot of money owed to me and you have just quoted me various, loose terms none of which ive broken. You must have proof if you think ive broken these terms? Id like to see your proof. 

Danny 

Hello DJdannyb,

We asked Casino Rep to send us some proof regarding this case. Once we hear back we will let you know.

Thank you for understanding.

Be interesting to see the outcome of this. They have good game, never had an issue with this site. Hope they get it worked out. 

Yeah is there an update, did anything ever come of this?

Hello DJdannyb,

We are still waiting for their response. We will ping them once again in hopes that we can get a qucik clarification.

Keep you posted.

Dear audience, 

The user's account has been closed due to the exact reasons specified in our previous message. Multiple related accounts have been detected using the same practices in order to develop an unfair advantage while using the welcome bonus offers. 

Unfortunately, we are unable to publicly provide further information related to the case due to its confidential nature, but we will be more than happy to provide further evidence to the mediator, LCB.org, if we can be provided with an email address or secure channel of communication where we can share this information. 

Kind Regards,
The Wild.io Team

Hello,

I have to share an absolutely bad and worrying experience with the casino and hope for support.
I created an account with this casino on November 4, 2023. 
However, I already contacted the casino by email on October 14, 2023 and informed them of my gambling addiction and asked for an exclusion from the casino and the entire operator.
However, this email was never processed and so I was able to lose a lot of money in a weak moment, even though I had already been excluded from the casino in advance.

I contacted the casino, which said it had not received this email.
So I produced the email and provided the casino with proof. Since then I have received the same email 5 times in response to my contact attempts. Even when I provided new evidence proving my email and kindly asked for it to be checked again, I got the same email over and over again.
Even when I told them to stop sending me the same email again because I had provided new evidence - the same email came back.
It felt like the support (Randy was the name) was making fun of me.
My requests were not treated with full seriousness and I find it a shame that the casino treats my evidence and contact attempts so unseriously.
For me the worst casino support I have ever had. 
Maybe I will get some help in this forum. I still demand a refund of my losses.

Hello Pascal107,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Hello Pascal107,

Thanks for sharing your casino credentials with us!

We have reached out to a casino representative to inquire about your case.

Keep you posted.

Hello Pascal107,

We have reached out to the casino again.

Keep you posted.

If you need anything from me as a proof, just let me know.

Thank you so much.

Hello, are there any updates? Could you talk with casino representative?

Hello Pascal107,

Sorry for the late reply, we are still working on it and reminding them regularly.

I hope we get a response soon; I'll try to find another contact to expedite the response.

Thank you for reaching out!

Thanks for your effort.

Hi there, 

We are still waiting for the Complaints Moderator to send us the credentials so that we can verify the account and the case. 

Complaints Moderator please see that we have sent a private message on February 13th. 

Kind Regards,
The Wild.io Team

Hello wild.io,

I've just sent you the player's credentials via PM, please check.

We initially sent the complaint to the incorrect email address, but 7 days ago, on February 13th, we sent it to the correct address. I did not respond to your PM the same day I saw it (I was on vacation at the time), but I did urge my colleague to assist me minutes after your PM; you can see the screenshot in your LCB inbox, where there were player credentials. My apologies for not responding to you via PM on LCB.

I hope to hear from you soon.

Thanks a lot for your help!

Hello Pascal107,

The casino responded they now have your credentials and are looking into your case. 

Regards,

Thank you. I already provided to the casino all the evidence needed. If you need anything else, just contact me.

Dear audience, 

We checked the player's case. Back in November 5th 2023 as soon as the player sent his email (where they stated that they have gambling issues for the first time), we acted according to our policies and revoked the user's access to playing on our platform. 
There are no other instances before November 5th 2023, where the player stated they have gambling problems. 

Kind Regards,
The Wild.io Team

Hello, that's completely wrong as written a few times via email.

I have send an email on 14th of October 2023 with information about my gambling addiction and asked you to exclude me from your casino. I also have send all proof and evidence to you. 
I don't know why you tell me you did not received this email, but I have irrefutably proven that I sent you this e-mail.

I was hoping for a concession on your part and hoped that you would want to solve this problem together with me. Instead, you send me the same email five times with the same content, even though I provide further evidence and facts. It's as if you were making fun of me.

Hello Pascal107,

We did our best to assist you, but we must mark this complaint as Resolved because, according to the casino's terms and conditions, there is no way to exclude a player from a casino ahead of time if he has not yet created an account. And they said they never received the email you sent on October 14th.

Thank you for your understanding, and I hope you find a way to overcome your gambling habits.

Kind regards,

Hello, but I told them in the email it this is not possible they should reach out to me and tell this to me, so I can create an account and then they block me?

Sorry but the casino definitely acted against their terms and conditions.

i did my best to prevent myself and the casino ignores it.

Hello Pascal107,

The problem is that they never received that email, we can't go beyond their final statement. 

We are sorry; we tried our best to assist you.

Thanks for your understanding.

Thank you for your support.
As I have already shown you by e-mail, I have successfully sent this e-mail from my side.
Would you recommend that I take legal action here? I can prove and substantiate everything.

Hello Pascal107,

We saw that you sent it, and we did not see that they hadn't received it, but that is their statement. We are just saying that we can't force them to act differently.

When you visit their website, at the bottom of the page on the right side, you will see their licence icon. Click on it and you will find more information.

Regards,

I already contacted the license operators antillephone. But they did mit respond. Few weeks ago I already contacted them a few times.

I just have the option to involve my lawyer in this case.

Hello Pascal107,

The license operators typically take longer to respond.

We cannot advise you on legal matters because that is your personal decision.

Regards,

5.1 BTC ($362,000 USD) is being prevented from being withdrawn on wild.io

Looking for an amicable resolution to this case

Hello Jamesb483,

Have you verified your account? Why is your withdrawal being delayed?

Please provide us with additional information about your case and your casino username via private message, so we can contact the casino representative and inquire further about your issue. 

Thank you, I have just replied via pm.

My balance has been altered by them due to "breach of terms" despite the fact that I have attempted to have this rectified prior to KYC. I used no bonuses, and played solely live casino games through pragmatic/evolution.

Hello Jamesb483,

Thank you for the additional details. We have reached out to the casino rep to inquire further. Keep you updated on this thread. 

Dear Audience,

The user has been informed of the rationale behind the decision. Please note that this decision is final and will not be reconsidered.

Best regards,
The Wild.io Team

Dear audience,

In a drunken state, I signed up for a website that clearly advertised as "no KYC" will filler information. During my time playing at this casino, I attempted numerous times to reach out to the casino to have the info changed prior to submitting my documents.

I did not provide incorrect KYC information and provided my passport, selfie, and liveness test with a note. I offered to do Skype KYC, and whatever necessary.

The website took this as an opportunity to make a quick quarter million dollars and stole the funds. Keep this in mind if you are considering using wild.io, as their "final decision" is to confisate all funds.

At this point, i'm just asking for the amounts I deposited to be returned, I do not even care about the $30,000 in profit I made. I just want to be made whole.

Hello Jamesb483,

The casino rep has been referred to your latest post and they sent us the following (from their T&Cs page): 

"13 KNOW YOUR CUSTOMER (“KYC”)

13.1. Wild.io reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Wild.io reserves the right to restrict the Service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in Wild io's sole discretion. Failure or denial to pass the identity check will result in confiscation of the entire balance.

13.2. Wild.io also reserves the right to disclose a User's information as appropriate to comply with legal process or as otherwise permitted by the privacy policy of Nonce Gaming B.V. (operator of Wild.io), and by using the Service, you acknowledge and consent to the possibility of such disclosure.

13.3. It is the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. In case of false personal data provided by the players, the withdrawal will be refused and the user account will be terminated. The player will be informed thereof by email. In case of the faked or fraudulent documents provided will result in confiscation of deposits and potential winnings of the player.

13.4. Player’s identity check may require a selfie, a selfie with a note to the casino, a phone call or verification of a player via live video call (Skype).

13.5. In case the player does not reply to our attempts to verify their identity we reserve the right to confiscate their entire balance or/and disable their member account. We'll make reasonable efforts trying to contact them regarding the withdrawal of the funds within 28 (twenty-eight) days, but if we are not able to reach them (by email, Live Chat, Skype), funds will be retained by the casino." 

Considering that their decision is final and covered with their T&Cs we, unfortunately, cannot do anything further to try to help you and we must mark your complaint as UNRESOLVED. 

Dear Audience,

The user has reached out to us regarding the profile information only after the identity verification has been requested.

As per the terms and conditions "13.1. Wild.io reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Wild.io reserves the right to restrict the Service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in Wild io's sole discretion. Failure or denial to pass the identity check will result in confiscation of the entire balance."

Additionally, according to the terms of use, it is the responsibility of the user to ensure that the information they provide inside the account is genuine.

Best Regards,
The Wild.io Team

13 KNOW YOUR CUSTOMER (“KYC”)

13.1. Wild.io reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Wild.io reserves the right to restrict the Service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in Wild io's sole discretion. Failure or denial to pass the identity check will result in confiscation of the entire balance.

I understood this and once it was asked of me I was (and am) fully prepared to comply.

13.2. Wild.io also reserves the right to disclose a User's information as appropriate to comply with legal process or as otherwise permitted by the privacy policy of Nonce Gaming B.V. (operator of Wild.io), and by using the Service, you acknowledge and consent to the possibility of such disclosure.

13.3. It is the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. In case of false personal data provided by the players, the withdrawal will be refused and the user account will be terminated. The player will be informed thereof by email. In case of the faked or fraudulent documents provided will result in confiscation of deposits and potential winnings of the player.

I provided non-faudulent documentation and provided my correct passport, selfie, and liveness test with note. I attempted to rectify the PII data once I became aware that it was required, despite their advertising saying otherwise 

13.4. Player’s identity check may require a selfie, a selfie with a note to the casino, a phone call or verification of a player via live video call (Skype).

13.5. In case the player does not reply to our attempts to verify their identity we reserve the right to confiscate their entire balance or/and disable their member account. We'll make reasonable efforts trying to contact them regarding the withdrawal of the funds within 28 (twenty-eight) days, but if we are not able to reach them (by email, Live Chat, Skype), funds will be retained by the casino." 

Again, fully aware and am willing and able to comply with these requests, however a Skype call or beyond has not been offered to me.


I advise everyone to stay clear of this casino. look how they are treating me. Again, im not even asking for my $30,000 USD in winnings, I just want me deposits that they stole from me.

As per the terms and conditions "13.1. Wild.io reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a User. Wild.io reserves the right to restrict the Service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in Wild io's sole discretion. Failure or denial to pass the identity check will result in confiscation of the entire balance.

I am not trying to side-step this. I am prepared to comply and have provided my documentation. I just would like my deposited funds returned and I am willing to pass any and all KYC checks in order to do so.