Wild.io Casino - La cuenta del jugador está bajo revisión.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Bazooka158,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Has the casino indicated that there might be a problem with approving specific documents?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Atilla, thank you for your response.

I played casino slot games. The casino has not let me know if there are ant problems with what I have sent. 

I did use a deposit bonus.

Kind regards,

[Redacted]

Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support regarding this issue? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Good day Attila. I have send the email over to you.

Dear Bazooka158,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Wild.io Casino representative to join this conversation.

Dear Wild.io Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

At this time, the user has not yet completed the verification process. On January 29th, we requested that the user participate in a video verification call in order to finalise the required checks. Unfortunately, we have not received any response from the user since that request was made.

The verification process therefore remains incomplete. Should the user contact us and proceed with the requested verification, we will be happy to continue reviewing the case accordingly.

Please let us know if any additional information is required from our side.

Kind regards,

Wild.io Team

Dear Wild.io Team,

Thank you for your response and for providing clarification regarding the verification process.

Dear Bazooka158,

According to the casino’s statement, you were requested to participate in a video verification call on January 29th in order to finalize the verification process, but they report that they have not received a response from you since then.

Could you please confirm whether you received this request from the casino? If so, have you attempted to schedule or complete the requested video verification?

If you have any communication with the casino regarding this request, please feel free to share it with us as well.

Once we receive your clarification, we will be able to proceed further with the investigation.

Thank you in advance for your cooperation.

No emails from them asking for video call. Only selfies and notes then no emails since.

what do i have to do?

Dear Bazooka158

Our team will reach out to you again through email in order to setup the verification call.

Kind regards,

Wild.io Team

Dear Bazooka158,

Thank you for your reply.

As confirmed by the casino, their team will contact you again via email to arrange the video verification call. Please keep an eye on your inbox (including spam/junk folders) and follow their instructions once you receive the message.

Kindly confirm here once you receive the email and let us know whether you are able to proceed with the verification.

We will await your update.

Hi Barbara,

Yes. I ask for tuesday at 5pm my time.

Dear Bazooka158,

Thank you for your update.

I’m glad to hear that you have already responded to the casino and requested to schedule the verification call for Tuesday at 5 PM your time. That is a good step forward.

Dear Wild.io Team,

Could you please confirm whether the requested time (Tuesday at 5 PM, player's local time) has been scheduled successfully? Additionally, kindly inform us once the video verification call has been completed.

We will await confirmation from both sides regarding the outcome of the scheduled call.

Dear Barbora,

We confirm that the call has been scheduled for the proposed time. We will provide an update once the call has been completed.

Kind regards,

Wild.io Team

Dear Wild.io Team,

Thank you for confirming that the call has been scheduled successfully.

I will await your update once the video verification call has been completed.

Dear Barbora,

We would like to inform you that the video verification process has now been successfully completed.

As a result, the case has been resolved and we now consider it closed.

Kind regards,

Wild.io Team

Dear Wild.io Team,

Thank you for confirming that the video verification process has been successfully completed.

Could you please clarify the current status of the player’s account and withdrawal? Specifically, we would appreciate confirmation whether the player is now fully verified and able to request withdrawals, or whether any payment is currently pending.

Dear Bazooka158,

Could you please confirm from your side whether you now have full access to your account and whether you are able to request or receive your withdrawal?

We will await confirmation from both sides before considering the case resolved.

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 Barbora,

The verification process has been successfully completed and the user has withdrawn the entire balance.

Kind regards,

Wild.io Team

Dear Wild.io Team,

Thank you for your update and confirmation.

Dear Bazooka158,

Could you please confirm whether you have received the full amount of your withdrawn funds?

Once we receive your confirmation, we will be able to close the complaint as resolved.

Dear Bazooka158,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru