Wild.io Casino - El retiro del jugador se retrasa debido al bloqueo de la cuenta.

Hello,

I am contacting you because I have a problem with the Wild.io site. I have seen on your website that you have helped other people in the same situation as me, hopefully I can be lucky too.

A few months ago I opened an account on this site, I have always been able to deposit money, play on the site and withdraw money. Last February 23rd, when I wanted to withdraw the money from my last winning bets, the site blocked my account and withdrawals. They asked me to verify my account, I had to deliver 3 documents, I delivered them immediately. After that, on February 28th, the site asked me to make a video verification call via Skype, I accepted and made the video call with them the same day. I have always cooperated with them. After the video call, they indicated that in a short period of time, my account verification would be finalized. Last March 3rd, I contact them again, I ask them when the verification will be finished, they answer me that soon, they just have to review the video call. On March 4th, they ask me for a new document, I send it to them the following day. On March 7, I contact them again, they do not respond. On March 10, they ask me again for the same document that I previously submitted, I send them the document again. On March 11, March 12, March 13 and March 14, I contact them again, I ask them to please give me a deadline for the verification of the account, they do not answer or respond that they cannot give me a deadline.

I believe that the site does not want to finalize the account verification, as now my account is locked with my money inside (26,619 USDT), I cannot withdraw my money. I have not been able to withdraw my money for almost a month now and the site does not tell me when it is going to finalize the verification of my account.

I have submitted all the documentation they have requested and even made a video call via Skype. With all the documentation they have on me, the verification could have been completed weeks ago.

I am asking you to please help me with the problem I am having with this site.

If necessary, I could attach in email all the documentation I have sent to Wild.io.

Thank you very much, I hope you can help me, I am desperate with this issue.

Regards

Dear jmorenouib,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hi Dominika, thank you for accepting my complaint.

I answer your questions:

- Yes, on previous occasions I was able to make withdrawals, always without KYC.

- My winnings were accumulated without bonus, I never used any bonus.

- I have only bet on sports, all my winnings come from sports betting.

- In a few minutes, I will send you all the emails and chat transcripts I have had with the Wild.io site.

Thank you very much for your help,

Regards

Hello Dominika,

Last Wednesday I sent you the documentation to your email. 

Did you receive it correctly and have you been able to study it and make any progress in my case?

Thank you very much, I am waiting for your reply.

Regards

Dear jmorenouib, have they requested any additional documents from you since the last communication?

Do you have any updates on the status of your verification?

Are you currently able to access your account?

Hello Dominika,

Yesterday they replied to one of my emails, indicating that they had contacted me via Skype to schedule a new video call.

I was checking and it is true, they contacted me via Skype chat. I told them that I never use Skype and that I had not seen the comments they had sent me.

I don't understand why they are asking me for a new video call. In the first email they sent me, they indicated that we had to make a single video call to speed up the verification process. We made this video call last February 28th. Now 31 days have passed and they are asking me for a new video call, it is very strange. I deduce that they do not want to let me withdraw my money from their site, can we make infinite video calls? In the terms and conditions of your site it states one call.

The first video call we made is enough to perfectly verify myself and my account. I don't understand anything. I have asked the site for explanations, I attach the reply from the Wild.io support team.

I hope you can help me,

Regards

I have not been asked for any additional documents, only to make a new video call.

Yes, I can access my account, but I cannot withdraw money or bet.

Dear jmorenouib, have you undergone the verification call with them again?

Do you have any updates on the verification?

Hi Dominika, a few hours ago I tried to log in to my account and access was blocked. I contacted the Wild.io team and they told me that my account is under verification and that's why it is blocked. But before, my account was also in verification phase and I could access the account, why not now?

After this, I made the second verification video call today, a few minutes ago it was finished. I have tried to access my account after the video call and also could not access.

My money has been blocked for 38 days, I am desperate.

At the end of the video call, they have told me that I must continue to wait. This wait is unacceptable.

Can you please help me?

Thank you

Regards

I would like to comment that in the video call, they asked me questions that I did not remember the answer to. For example, when I created my account, I don't remember exactly if it was in December or January... they also asked me how many deposits and withdrawals I had made, I didn't remember the exact number and I couldn't access the account to verify it.

I suspect that they blocked my account, prior to the video call, so that I could not access and check these dates or amounts.

I believe that if I have failed in these answers, they can use it to permanently block my account and this cannot happen. I was also very nervous with my answers and because of my bad English.....

I hope you can help me,

Regards

Dear jmorenouib, are you still unable to access your casino account?

Hello Dominika, they finally contacted me after the second verification via video call and allowed me to access my account to withdraw my money. They have blocked my betting, I assume they don’t want me to continue betting on their site, but at least I have my money now.

Thank you very much, you can close this case.

Dear jmorenouib,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru