Wild.io Support and Complaints Thread

Hello Jamesb483,

The casino representative informed us that their decision is final and that you're aware of it. Unfortunately, we cannot do anything to help you further and we must mark your complaint as CLOSED.

I would like to update this form and state that wild.io has returned all Bitcoin deposited in full. Complaint can be marked successfully resolved

Hello Jamesb483,

We're glad to hear that you got your deposits back. We're going to mark this complaint as RESOLVED now.

Hello James. Im running into a simmilar problem here. Are you able to help me out please? 

Hello [email protected],

First of all, welcome to LCB.

Could you please provide us with more details about your issue so that we can be able to assist you further? 

Thank you for your cooperation.

Hello, thanks for reaching out. Heres the summary

Hello [email protected],

If you would like us to try and assist you with your issue, please write here on the forum explaining the problem you're having with the casino and send us your casino username via private message so we can assist you further.

Thank you.

Hello [email protected],

Do you still need assistance?

i found this Wild.io through google which advertised "no KYC needed". So i signed up and deposited around $100 in ADA. i played only a few games then withdrew around $120. Then i later asked if there was any limit to withdraw. Customer support said no. I deposit $18,000, won $600. Tried to withdraw and customer support is saying i now have to gamble 1x of my deposit. They were hoping i lose all my deposit by doing this.  I did not need to do this the first time. So after completing this 1x gamble with my deposit. I tried to withdraw again so i could stop using this fishy website. Now customer support is telling me i need to finish KYC verification before i can do anything. All my withdrawals were rejected and i was directed to email support. I have been reaching out to them about this and all i get is the same generic email about completeing KYC. I just want my deposit back and it seems very difficult to do this. 

Hello [email protected],

Thank you for providing your casino username. We'll contact the casino and inquire further about your case. Keep you posted on this thread.

Dear [email protected],

We still haven't heard back from the casino rep regarding your case so we've sent them a reminder. Keep you posted on this thread.

Thank you for your patience.

Thank you for the update. 

Dear audience,

The KYC has been initiated in accordance with 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."
Source: https://wild.io/terms

With regards to the required wagering amount, our terms also state that any deposit needs to be wagered before a withdrawal can be completed.

"12.10 In accordance with the Prevention of Money Laundering Act, enhanced due diligence may be done in respect of withdrawals of funds not used for wagering. We provide a player with a withdrawal only when the sum of bets made since the last deposit is more than one (1) time the size of that deposit in slot games or one (1) time for live and table games. If a player requests a cash out without fulfilling this condition, the cash out will be declined till the conditions are met. This decision is at the sole discretion of the Casino."
Source: https://wild.io/terms

The user has already been informed through repeated email communication regarding the required documents. Before we can verify their identity, the user must provide the following:

• Photo of front and back of their valid ID;
• Proof of address, not older than 90 days, in the form of utility bill, bank statement, etc.;
• Selfie while holding the ID + a note stating "Wild.io, signature, current date".

We would also like to clarify that the user has refused to cooperate with our team, making it difficult to conclude the process.

Should you have any questions, please do not hesitate to let us know.

Best Regards,
The Wild.io Team

How am i refusing to cooperate? I sent emails multiple times and got the same generic response. The live support staff said i will have no issues withdrawing. Please take a look at the screenshots. If you need me to complete KYC i will do so but only if it GUARANTEES to get my deposit back. I don't want to send my information just for you to make up another rule for me not to get my money back.

Also,
i was able to withdraw my first deposit without gambling 1x amount. Why was the a problem when i deposited a larger amount? After i deposited the larger amount, i had no choice but to gamble until i hit 1x to withdraw. I just want my deposit back. You can keep all your winnings. 

Hello [email protected],

We contacted the casino rep and referred them to your latest post. Please keep an eye on this thread for further updates.

I would like to reiterate the fact that i when i withdrew the first time i did not gamble 1x the amount that was deposited. This is a very lucrative way to hook someone into thinking the rules are not followed.
 

This was the whole reason i deposited a much larger deposit and then i now have no choice but to gamble 1x? I did not want to do that but they forced me to. Now they're making it very difficult to work with me and my situation.

Dear audience,

As mentioned in the previous communication, we are unable to proceed with the verification process as the user refuses to cooperate.
In order to move forward with the case and provide a resolution, the KYC procedure needs to be completed. 

Best Regards, 
The Wild.io Team

Dear audience,

As you can see the casino will not read your messages and provide you the same generic responses with no feedback. 

Dear audience, 

We would like to clarify that no withdrawal has been processed without the 1x wagering requirement being completed. While the user had a successful withdrawal, this withdrawal was subject to standard checks before being processed. The identity verification was later requested in accordance with the terms of use. 

Best Regards,
The Wild.io Team

I have reached out via email to start the KYC process. It looks like my current information on the website is incorrect from typo or from my auto fill feature. I have requested to change this information so i can continue with KYC. Please advise on how to continue. 

Dear audience,

As indicated through the email communication with the user, in order to move forward with the verification process, the required documents need to be uploaded. We were not informed of any mistakes or incorrect personal information in the user's profile before the verification process began.

As the terms and conditions state under section 7, term 7.1, it is the user's responsibility to make sure that the information they provide is correct:

"All information that You provide to Wild.io during the term of validity of this agreement is true, complete, and correct, and you shall immediately notify Wild.io of any change of such information."
Source: https://wild.io/terms

Should you have any questions, we will be more than happy to assist.

Best Regards,
The Wild.io Team

Dear audience,

How will i report wrong information until i know about it? You randomly started the KYC process and then i proceed to double check my information. I caught it just now.

i am immediately notifying you now to change my information.

The Casino is making this process very difficult. Im trying my best to start the KYC process. I emailed them to allow me fix my information or else my verification wont match whats on my account. This is the response i get, very generic emails with no response to my situation. They are not reading and responding to anything i send them. 

Dear audience, 

In order for our team to be able to move forward with the verification process, the required documents need to be provided by the user. 

As we have mentioned above, it is their responsibility to ensure that the information they provide is genuine. 

Unless the user uploads the required documents we are unable to provide a resolution. 

Best Regards,
The Wild.io Team

Hello Lak21,

May we ask what incorrect information on your account you are referring to? Why don’t you try sending the requested documents for verification again, as the casino has asked?

Thank you for your cooperation.

The name country and DOB are wrong. This was probably from my auto fill feature. How will i pass verification my Identification doesnt match whats on the account?

Please advise on how to proceed

Dear Lak21,

We’ve reached out to the rep to inquire if there’s a way to resolve this case. You might also try sending your documents for verification, as requested, regardless of whether the details match. They may assess the situation from there and advise on the next steps.

Docs have been submitted. 

Dear Lak21,

Please keep us updated on the progress.

Thank you.

Transaction was confirmed on blockexplorer but I never got the deposit on my wild.io account.

2042cdda1fe08da528d3cec91ecd7163b68fede9b3bb2d7b437bdcb7686b67d8

Hello Alexander960c,

First of all, welcome to LCB.

Could you please let us know when exactly you made the deposit?

Thank you.

Funds have been returned back. Thank you all for your help. 

Thank you for letting us know, Lak21. You are most welcome! 

We will now mark your complaint as RESOLVED.