Wild.io Casino - El retiro del jugador se ha retrasado.

Good evening, Wild.io betting company is refusing to give me my money. I've sent them everything they asked for, but they still don't want to release my funds.

Добрый вечер wild.io букмекерская контора не хочет отдавать мои деньги. Что они попросили я им отправил но они не хотят отдавать мои деньги

Dear Hayko5059,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with withdrawing your funds from Wild.io.

To assist you more effectively, could you please provide additional details regarding your case?

• Could you confirm the exact amount you are trying to withdraw and the date you submitted your withdrawal request?
• What documentation did the casino request from you, and when did you provide it?
• Has the casino provided any specific reason for withholding your funds, or are they still processing your request?
• Have you received any communication from the casino since submitting the requested documents? If so, could you share any screenshots or emails outlining their responses?
• Did you accumulate your winnings with or without an active bonus? If a bonus was involved, could you provide details about its terms and conditions?

Your cooperation is crucial for us to proceed with your case and help resolve this issue. Without detailed information and supporting evidence, it will be difficult to mediate effectively on your behalf. If possible, please forward any relevant communication or documents to petronela.k@casino.guru for our review.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening, I had 422 dollars on the site, they asked for additional verification of a video call via Skype, I did everything as they asked and then they blocked my account and sent me this letter

Добрый вечер, у меня на сайте была 422 доллар, они попросили дополнительно верификации видео звонок через ckype, я всё сделал как они попросили а потом они заблокировали мой окаунт и мне прислали этот письмо

Hi Hayko5059,

Thank you for your reply. I’m sorry to hear about the issues you’ve encountered with the verification process and the account being blocked.

To better understand your situation and assist you more effectively, could you please clarify a few details?

• Which account was created first—yours or your brother's?
• Did you and your brother use separate devices to play and register your accounts, or did you both share the same device?
• Did you activate any bonuses during your gameplay?
• What type of games did you play on the site?

Your answers will help us gather more context and determine the best course of action moving forward.

Thank you for your patience, and I look forward to your response.

Good day, from the beginning my brother created an account, he created it about a month and a half ago. We have one computer at home and we both use one computer, I have not used or activated any bonuses, I played sports, I bet mostly on volleyball,

Добрый день, с начала был создан у брата окаунт он его создал где то полтора месяца назад. У нас дома один компьютер и мы оба пользуемся с одном компьютером, я не один бонусы не использовал и не октивировал, я играл спорт, ставки делаю болшенство на волейбол,

Dear Hayko5059,

Thank you for your response and for providing more details about your situation. I understand that you and your brother share a computer, and I appreciate your explanation.

However, based on the information provided, we must inform you that we are unable to proceed with your complaint. Sharing a single device between two individuals can lead to difficulties in identifying individual accounts, which is a violation of the casino's policies. As per the casino's rules, each person should have a unique account and use their own device to prevent confusion and potential abuse of the system.

To avoid such situations in the future, I recommend using separate devices for each person or informing the casino about your shared device situation in advance.

If you have any other questions or concerns, feel free to reach out. I wish you the best in your future gaming experiences.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Further details from email correspondence:

Player:

Добрый вечер я хочу вам сообщить что моего братина окаунт не было создан с моего компьютера, оказывается он пользовался с своего компьютера а просто интернет одной и тот же

Casino.Guru:

Dear Hayko5059,

Thank you for your response and for clarifying the situation. I understand that your brother created his account using a different computer, but I would like to confirm something to proceed further.

Could you please let us know if you and your brother have ever played or accessed his account using the same computer or device, even if the accounts were created separately? This information is essential for us to better understand the circumstances and provide the appropriate guidance.

Looking forward to your reply. If you have any questions in the meantime, feel free to reach out.

Player:

Добрый день, нет я не играл с его учётной записей и он с моей не играл, нет и устройств отдельно было

Hello, at first I thought that he was playing with my computer, but he claims that he did not create his account with my computer and did not open his account with my computer.

But they also demanded a selfie with my passport from me, after this video call via Skype I did all of this.

Здравствуйте, я с начала думал что он с моей компьютерной играл но он утверждает что не создал свой учётной записи с моей компьютером и не открывал свой учётной записи с моей компьютером.

Но ещё они от меня требовали селфи с паспортом, после этого видео звонок через скайп я все это сделал.

Thank you very much, Hayko5059, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Good evening Branislav, thank you very much for your help.

Добрый вечер Бранислав, большое спасибо вам за помощь

Hello, Hayko5059,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Wild.io Casino team,

Could you please explain the player's situation in more detail? Has the user's account been blocked/closed? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

Our team has sent an email with more information. We are looking forward to your reply.

Best Regards,

The Wild.io Team

Thank you for your email and the details provided, Wild.io Casino team.

Can you please check my last email regarding the matter and provide me with the requested? I replied to your email a while ago.

Thank you.

Dear Branislav,

We have just replied with the requested information. Looking forward to your feedback.

Best Regards,

The Wild.io Team

Dear Hayko5059,

After gathering all the necessary information and details from the casino, we are closing this complaint (again) as unjustified due to breaching the casino's terms and conditions - multiple accounts. We try to help players resolve their issues when they fall into trouble unintentionally or breach casinos' rules unknowingly, without any ulterior motive (taking an unfair advantage, abuse...), but this is not the case. Considering all the circumstances and the provided data, although it did not have to be a computer, at least 1 device was definitely used by both linked accounts (your and your brother's), which in conjunction with other facts strongly indicates multiple accounts/collusion. In addition, it looks like the issue relates mostly to sports betting, which is a kind of issue we currently do not handle and you provided us with incomplete/misleading information during the complaint resolution process.

Based on the above-stated, I sincerely believe you understand why we cannot help you. The casino acted in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, Wild.io Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru