Wild.io Casino - A conta do jogador foi restringida.

Complaint Against Wild.io

I have had a Wild.io account since 2024 and made several deposits during 2024 without any issues.

A few days ago, I decided to play again and deposited 200 USDC. After claiming the bonus, my account balance became approximately $399.

When I tried to complete my profile, I discovered that Germany was not available in the country selection list, making it impossible to complete my account information.

I then tried to verify my email address, but the verification link never worked.

I contacted live support, and they told me to contact the support team by email. I emailed them, and they replied that they would look into the issue.

However, before they resolved anything, I attempted to log into my account again and received the message that my account is restricted, without any prior warning or explanation.

I believe this is unfair. The casino accepted my account and my deposit, but only after receiving my money did they restrict my account and prevent me from using it.

I am not asking for the bonus or any winnings. I am only requesting the return of my original deposit of 200 USDC, as I am unable to access or use my account due to the restriction imposed by the casino.

I kindly ask Casino Guru to investigate this case and help me recover my deposited funds.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your account was restricted? My email address is veronika.f@casino.guru.
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you provided any identity documents to the casino for the verification of your account, either in 2024 or now?
• Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Org1991,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika