Hello,

My account at Wildz.io was suddenly blocked without any prior warning, and I lost access to my balance of €1900. I contacted customer support several times, but I received no clear explanation and my issue remains unresolved.

Attached is a screenshot showing the error message I receive when trying to log in. I kindly ask for your assistance in resolving this matter and retrieving my funds.

Thank you in advance.

Dear tomsius,

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.?
• Did you accumulate your winnings with or without an active bonus?
• When exactly did you create your account and when was it closed?

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,

Kristina

Dear Kristina,

Thank you for your message.

I was mainly playing slot games, and my winnings came specifically from the game Book of Dead. I made a deposit of €20, and as far as I understand, I received a welcome bonus afterwards.

My account was created on April 24th and was blocked around May 12th–13th.

Please let me know if you need any additional information. I really hope this issue can be resolved soon.

Best regards,

Tomas

Thank you for your message.

I was mainly playing slot games, and my winnings came specifically from the game Book of Dead. I made a deposit of €20 and, as far as I understand, I received a welcome bonus afterwards.

My account was created on April 24th and was blocked around May 12th–13th. Before the account was blocked, I attempted to withdraw my winnings, but the withdrawal was not processed. Shortly after that, I lost access to my account without receiving a clear explanation.

I would really appreciate it if you could help me resolve this issue. Please let me know if any further details are needed.

Best regards,

Tomas

Thank you very much for your reply, tomsius. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear tomsius,

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.

I have sent the information to the email address you provided.

[email protected]

Dear tomsius,

Thank you for reaching out and sharing your concern.

We would like to clarify that Wildz.com is not affiliated with Wildz.io in any way. Despite the similarity in names, these are entirely separate entities operated by different companies.

Wildz.com is operated by Rootz Ltd., a licensed and regulated operator under the Malta Gaming Authority. Furthermore, we do not operate in Denmark and do not accept players from that jurisdiction.

As your issue appears to be related to Wildz.io, we unfortunately do not have access to their systems or customer records, and we are unable to assist with account-specific matters related to that platform. We recommend continuing to contact Wildz.io's support directly for further clarification and resolution.

We understand this may be frustrating, but we hope this helps clear up the confusion.

Best regards,

Wildz.com Support Team

Thank you very much, tomsius, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Subject: Complaint Regarding Unpaid €1,900 and Inaccessible Casino Communication – Wildz.io

Dear team,

I am writing to file a formal complaint against an online casino operating under the domain Wildz.io.

On [insert date], I won a total of €1,900 on their platform and requested a withdrawal. Shortly after this, my account was blocked without explanation, and I have been unable to access it since then.

I attempted to contact the casino through the only available email address provided on the site ([email protected]), but my message was returned as undeliverable – the address does not exist. (Please see attached screenshot for evidence.)

In addition, I only receive automated emails asking me to rate their support, but no real human response has been provided. I have exhausted all possible channels to resolve this matter with the operator, but they are completely unresponsive and unreachable.

I have since learned that Wildz.io is not affiliated with the legitimate Wildz.com, which is operated by Rootz Ltd. and licensed by the Malta Gaming Authority. This makes me suspect that Wildz.io is operating illegally or fraudulently, misleading players by imitating a known brand.

I respectfully request that this complaint be taken seriously and reviewed. I am also submitting this to warn other players and to push for proper investigation or blacklisting of the operator in question.

Thank you for your assistance.

Sincerely,

Tomas Gurnys

Email: [tavo el. pa?tas]

Country: [Lietuva]

Date of issue: [?ra?yk dat?]

Hello tomsius,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I've noticed that Wildz.io Casino has in the meantime changed its name to Wildzy.io, as well as the url link is now www.wildzy.io. At least this is where it redirected me when I tried to reach the www.wildz.io webpage. I will try to contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Wildzy.io Casino to join the conversation.

Dear Wildzy.io Casino,

I would appreciate it if you could provide details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the bonus terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at [email protected]

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 tomsius,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Although Wildzy.io Casino claims to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru