Wild.io Casino - Las ganancias del jugador fueron confiscadas.

I have been unfairly confiscated by this casino site and would like to be allowed to withdraw my legitimate winnings.

This was my first time playing at this casino and I was able to secure a huge win after using the bonus.

However, since I requested a withdrawal I have only had problems.

Since receiving the email on December 29, 2025, I have been required to verify my identity multiple times.

The final confirmation was via video call, which I responded to promptly, but which also resulted in the item being confiscated.

There are so many emails pointing out violations that I don't know what the problem is they're referring to.

Please help me until it is resolved.

こちらのカジノサイトで不当な没収措置をうけており、正当な勝利金の出金を認めていただきたいです。

こちらのカジノで初めて遊び、ボーナスを利用した上で大きな勝利金を確定させることができました。

しかし、出金の依頼を行ってから問題しか発生しておりません。

2025.12.29に届いたメール以降、複数回本人確認を受けました。

最後の確認はビデオによる通話で、これにも私は素早く応じたにも関わらず、結果として没収措置を取られました。

メールに届いた文面での違反の指摘も余りにも数が多く、彼らがいう問題がどれなのかがわかりません。

解決までお力添えお願いします。

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 muraiiiko,

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.?
• Could you please confirm whether you currently have access to your account?
• Has the casino provided any explanation for the confiscation of your winnings?

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 G.

I will answer from the top down

The game I was playing was a slot game. I don't think it was in the banned games category.

Your account is currently inaccessible.

An explanation for the confiscation has been given.

I was shown clauses 1 and 2.1 of the Terms of Use, but there are so many points that I don't know where to start or how to respond.

I believe they responded quickly to the verification after I made the withdrawal request.

Several documents were submitted, and confirmation via video chat was also conducted a few days prior.

After doing all of this, I received a message that my account had been closed and confiscated.

上から順にお答えいたします

遊んでいたのはスロットゲームです。禁止ゲームみたいなカテゴリには入ってなかったと思います。

現在アカウントはアクセスできません。

没収の説明についてはされております。

利用規約の12.1 を示されましたが、余りにも指摘の項目が多くてどれから手を付けて反論すればいいのかもわかりません。

出金の依頼を出してから検証にも素早く応じていたつもりです。

複数の書類の提出、さらに数日前にビデオチャットでの確認行為も実施されました。

これら一連の行いに全て応じた後に、アカウントの閉鎖と没収という連絡を受取りました。

Dear muraiiiko, thank you for your response. I have read the casino's terms and conditions, specifically the aforementioned clause 2.1., and this is what I have found:

2.1 Wild.io accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website.

• Could you please confirm whether registration in this casino is allowed from your country of residence?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you in advance for your reply.

I don't think the issue at stake in this case is whether the casino has given permission or not.

I may have misunderstood something, but 12. Anti-Fraud Policy

It turns out that this is a violation of 12.1 of the terms and conditions.

If they had brought 2.1 and confiscated it, I think it would be a different story.

カジノ側が許可をしているかどうかについては今回の問題では争点になってないと思います。

私の記載に誤解があったのかもしれませんが12. 不正行為防止ポリシー

こちらの規約の12.1に引っかかっているという話でした。

彼らが2.1を持ち出して没収してきたならまた話が変わってくると思います。

Dear muraiiiko,

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, Jana (jana.k@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 Muraiiiko,

I am truly sorry to hear that your account has been blocked. I will reach out to the casino promptly to address this issue and work towards a resolution. In the meantime, I would like to invite a representative from Wild.io Casino to join this conversation and assist in resolving your complaint.

Dear Wild.io Casino,

could you please clarify why the player's account was blocked? Additionally, it would be greatly appreciated if you could provide any supporting evidence regarding this matter. You are welcome to share your statement and any relevant documentation here, or feel free to send it to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Dear Jana,

Our review indicates that the account activity was found to be in breach of the Terms and Conditions, specifically clause 12.1.

Additional information related to this case is currently being prepared and will be provided shortly through email.

Kind regards,

Wild.io Team

Dear Wild.io Casino,

Thank you for your prompt response. I would greatly appreciate it if you could provide the evidence to jana.k@casino.guru. Your understanding and continued cooperation are sincerely appreciated.

Dear Jana,

Our team has sent more information through email. Please let us know whether further information is required.

Kind regards,

Wild.io Team

Specifically, it was found to be in violation of Article 12.1.

I agreed to the video verification. If you say there was a problem with the video verification, please provide a specific explanation.

Video verification showed that the conversation was in English, not Japanese.

Therefore, I responded to everything except for simple words via chat, and I believe that was also accepted.

I cannot understand why, after we have taken such a difficult approach, we are now being told there is a problem after the process is complete.

＞具体的には第 12.1 条に違反していることが判明しました。

ビデオ検証まで私は応じました。そのビデオ検証で何か問題があったと言われるのでしたら、具体的な説明をお願いします。

ビデオ検証では日本語での会話ではなく英語でとありました。

ですので、簡単な言葉以外は全てチャットで応じた次第ですし、それらをそちらも認められたと思います。

このような難しい対応をしたにも関わらず、対応の完了後に何か問題を言われるのは理解ができません。

Dear Audience,

Following a detailed internal review, we determined that the user was in breach of the Terms and Conditions. Specifically, we were unable to successfully verify the user’s identity during the verification process, and our investigation identified the existence of multiple linked accounts, which is not permitted under the platform rules.

As a result of these findings, appropriate action was taken in accordance with the Terms and Conditions.

Dear Jana,

Should you require any additional documentation or evidence to support our position, please let us know what specific information you would like us to provide, and we will be happy to submit it via email through the appropriate channel.

Kind regards,

Wild.io Team

What exactly are you talking about as an issue with the verification process?

I'm sure I told you that I find it difficult to respond in English, and I responded properly to the chat conversation.

I apologize for the delay as I was translating while responding, but if I had known this kind of troublesome verification would occur, I would never have intended to play on the site.

I don't understand the idea of ​​linking multiple accounts at all.

You decided to close my account just a few minutes after the video verification.

I was the only one who appeared in the video verification, so opening multiple accounts is impossible.

In other words, I can only conclude that you had no intention of withdrawing money in the first place, and that's why they responded this way because they had already decided to close your account.

Dear audience,

For clarity, the user was informed at the time the resolution was communicated that the verification process was not successfully completed. This was explained during the interaction following the video verification.

As previously mentioned, our internal review also identified linked accounts in breach of the platform’s Terms and Conditions, which contributed to the final decision.

Dear Jana,

If any further clarification, documentation, or specific evidence is required in addition to what has already been submitted via email, please let us know and we will be happy to provide it through the appropriate channel.

Kind regards,

Wild.io Team

To the Support Team / Compliance Department,

I am writing to formally protest the recent decision regarding my account. I have reviewed your explanation, but it lacks any specific evidence or logical consistency. I demand a clear and detailed explanation for each of the following points, as I intend to refute every single one of them.

1. "Collusion with other players"

I have only played slot games. I have not participated in any live casino games where collusion is even possible. Please explain how playing slots can be interpreted as "collusion."

2. "Fraudulent activities against other online casinos or payment providers"

This accusation is entirely baseless. I have never engaged in any fraudulent activity with any provider. Please specify exactly what "fraud" you are referring to.

3. "Development of strategies aimed at gaining unfair winnings"

I played slots and won, then continued playing to meet the wagering requirements. These games were provided by your platform and were within the allowed range. If a specific behavior is prohibited, it should be clearly stated in the Terms and Conditions. How is playing available slots considered a "strategy for unfair winnings"?

4. "Chargeback transactions, double payments, or denial of payments"

I have no memory of any issues during my deposits. Even if a payment error occurred, it would be a system issue on your end, not an intentional act by me.

5. "Creating multiple accounts, providing inaccurate data, or forged documents"

I have never created more than one account. Furthermore, I submitted all my identification documents long before the video verification process. You had ample time to verify these. It is highly suspicious and inconsistent to claim "forgery" or "inaccurate data" only after the video verification was completed. I have provided only authentic documents.

6. "Money Laundering"

I have never engaged in such activities. This is a groundless and serious accusation.

7. "Other types of fraud"

This vague term is the root of the problem. Simply claiming "other fraud" without evidence is not an acceptable reason to withhold my funds or block my account.

Conclusion:

Your refusal to provide specific answers and simply repeating that "violations occurred" is unacceptable. I have followed all your procedures, including the video verification.

I demand that you provide specific evidence for each of these allegations immediately. If I do not receive a transparent and satisfactory response, I will be forced to escalate this matter to the relevant licensing authorities and gambling mediator services.

I look forward to your immediate response.

Regards,

Due to the aforementioned reasons and clear evidence from the casino, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.