I created account on wild.io at 10 August 2023. I deposited about $490 in etherium. I got welcome bonus and start play. Casino logout me without my wish and I can't login back because my account was blocked. I have about $3000 on it. I sent a few emails and try to get that happens but still no reply.

Dear chachtchabuki,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

They blocked me after a few hours after creating account, 10 August 2023.

I can't login back.

Slots.

With active first deposit bonus.

Dear chachtchabuki,

I checked the casino website and I found this:

2.6 Users from the following countries ("Restricted Countries") are not allowed to deposit and play real money games: the United States of America and its territories, United Kingdom, Portugal, Slovakia, Spain, Israel, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, French Polynesia, Wallis and Futuna, New Caledonia), Lithuania, Dutch West Indies, Curacao, Belgium, Romania, Kenya, Vietnam, Pakistan, Indonesia, China, Hong Kong, Malta, Netherlands, Wallis and Futuna Islands, Saint Pierre and Miquelon, Sint Maarten (Dutch part), Mauritius, Isle of Man, Costa Rica, Comoros, Belize, Antigua and Barbuda, Georgia, Iran, North Korea, Syria, Cuba, Venezuela, Greece. Wild.io cannot guarantee successful processing of withdrawals or refunds in the event that a player breaches this Restricted Countries policy.

When you registered did you fill in your country of residence?

Have you contacted the casino regarding the issue? What was their response?

I think I entered email and password only but not sure.

I did a few time. They totally ignore me.

Could you please explain if you completed the wagering of the bonus? Have you submitted documents for verification in the casino? Have you received any response from the casino since your last message, please?

no, I didn't. They blocked me before I can complete it. No, they never ask for documents. No, still no reply

Thank you very much, chachtchabuki, for providing the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi chachtchabuki,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Wild.io Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Kind regards,

Tomas

Hello,

We appreciate your concerns and would like to address your complaint regarding the recent actions taken on your Wild.io account.

Firstly, we would like to assure you that your case has been reviewed thoroughly by our team. We understand your frustration, and we take player concerns seriously. Unfortunately, our investigations led us to conclude that your account was involved in activities that violated our terms and conditions.

Consequently, we had no choice but to permanently close your account to uphold the integrity of our platform and ensure a fair gaming environment for all players.

To address the reasons behind the permanent closure of your account, which were also provided via email upon closure, are outlined in our terms and conditions:

• Player Collusion and Use of Programmed Devices (8.7):

"8.7 Wild.io prohibits player collusion and does not allow any kind of robots and programmed devices to participate in gameplay. Wild.io reserves the right to void any gameplay which results from the use of robots and/or programmed devices."

• Anti-Fraud Policy (12.1):

"12.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

• participating in any type of collusion with other players
• development of strategies aimed at gaining unfair winnings
• fraudulent actions against other online casinos or payment providers
• chargeback transactions with a credit card or denial of some payments made
• creating two or more accounts
• other types of cheating
• money laundering"

To provide further evidence, we want to clarify our position. Due to our strict privacy policy, we are unable to provide specific evidence or details publicly on the forum.

However, we are more than willing to share any necessary evidence directly with the Casino Guru team via email, if we could be provided an email where to send this information we'll be in touch as soon as possible.

We appreciate your understanding.

Sincerely,

The Wild.io Team

Thank you for providing the information, Wild.io Casino.

You can forward all the relevant evidence to my email address: [email protected]

Let me know once you do so.

Kind regards,

Tomas

Hello Tomas,

Our team has prepared the rest of the information and it should reach your email shortly.

Kind regards,

Wild.io

Dear Wild.io Casino,

Thank you for the information. Please let me know once you have sent the information so I can review it immediately.

Kind regards,

Tomas

Dear Tomas,

Thank you for your assistance. Our team has sent the information through email.

Kind regards,

Wild.io

Dear chachtchabuki,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and thus getting the bonuses repeatedly, which you normally wouldn't have been allowed to. The casino acted correctly and within its terms and conditions.

Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

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

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

Best regards,

Tomas