Wild.io Casino - O saque do jogador está atrasado devido ao processo de KYC (Conheça Seu Cliente).

Wild io do you pay or respond/Communicate to you.

I played and was lucky to win 1479usd on the 23rd of Jan but impossible to get it from the Casino. Chat say they cannot help and i must wait for a response from security dep.

I played using crypto on the 23rd Jan. I made a 300€ deposit and got the same bonus and won. I then upload KYC on my account balance and made a full balance withdraw back to my Crypto address.

No payment received but i did get an email on the 2nd of feb asking for more verification which i did that same day as below.

A selfie, holding up to the camera the ID document with the information clearly visible, along with a note stating: "Wild.io, your signature, and today's date"

The following day the Casino ask for more verification again being a video call via microsoft teams. Since then they stop replying. Will not confirm a video call when i ask for a day and time. Do you respond at all so they have my money. Chat wont help and emails are ignored.

My account is also disabled. First they ask for video call then later it changed to my withdraw declined because account is under review so who knows!Nothing from them since February.

Hi there,

We wanted to inform you that your recent cashout request was canceled because your account is currently undergoing a KYC (Know Your Customer) review.

Our Security Team is actively working on this review, and as soon as it’s completed, they will notify you via email.

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.

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 send me a link or a screenshot of the bonus you activated and played with?
• What games did you play while your bonus was active?
• When was the last time the casino communicated with you regarding the review of your account?

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

Good Morning,

I am not able to send you any screenshots from my account sorry as my account is disabled. 20th February was the last email from the Wild io Casino. Not replied to nothing since.Slot play.

Thank you for reaching out to us .

We wanted to inform you that your recent cashout request was canceled because your account is currently undergoing a KYC (Know Your Customer) review.

Our Security Team is actively working on this review, and as soon as it’s completed, they will notify you via email.

We appreciate your understanding and patience during this process. If you have any questions or need further assistance in the meantime, please don’t hesitate to reach out to them at security@wild.io

Please forward all emails between you and the casino’s customer support regarding the verification of your account to veronika.f@casino.guru. Kindly include the documents you submitted to the casino for the KYC process as well.

• Also, what games did you play while your bonus was active?

Hello Veronika,

Thank you for your help. I have emailed now to you what i uploaded.

Marta

Dear ItaMarta

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,

Veronika

Dear ItaMarta,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wild.io Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

The delay in the procedure was caused by the fact that we have not yet been able to complete the video verification call, as we did not receive the emails the user claims to have sent regarding the scheduling of the call.

Once the video verification process is successfully completed, we will be able to proceed further with the review of the case.

Kind regards,

Wild.io Team

Dear ItaMarta,

I hope this message finds you well. I wanted to bring to your attention the message from the casino above. To move forward with the verification process, could you kindly provide the casino with the correct email address? This will enable them to verify your information through the verification call. Please keep me updated once you have done this. Thank you for your continued support and cooperation.

Dear Wild.io Casino,

As referenced in the previous message, the player has provided an email address. I kindly request that you reach out to the player via email to schedule a verification call at a time that is convenient for her. The player has indicated that she works during certain hours. Thank you for your continued support and assistance.

Dear Jana,

Thank you for your message.

We would like to inform you that we have sent the player another email today regarding the verification call. We kindly asked her to reply to that email with her availability so that we can schedule the call at a convenient time for her.

We will proceed further once we receive her response.

Kind regards,

Dear Wild.io Casino,

Thank you for your message.

Dear ItaMarta,

I would sincerely appreciate it if you could check your email for the message from the casino. Additionally, please inform the casino about your availability for the verification call. I would be grateful if you could inform me once your verification call has been completed. Thank you for your continued support and assistance.

Dear Wild io,

Are you not getting my emails with my availability? I emailed you last week no reply and you email me again today asking the same thing. As i said Wednesday or Thursday the same time is ok this week.

Dear ItaMarta,

Our team has not received any email from your side regarding the scheduling of the call.

However, as you have also replied here and confirmed your availability, the video verification call has now been scheduled for 27th of May at 10:35 AM UTC.

Kind regards,

Wild.io Team

Dear Wild.io Casino,

I hope this message finds you well. I would greatly appreciate it if you could please provide an update on the outcome of the verification call at your earliest convenience. Thank you for your continued support and assistance.

I have only just seen this so its too short notice. It will have to be friday now the same time. Is this ok?You need to respond to me quickly as i work and have to fit everything around it.

Dear ItaMarta,

Our team has rescheduled the call for Friday, May 29th, from 10:35 AM UTC.

Kind regards,

Wild.io Team

Perfect, thank you.

I did the call. Nothing back from Wild io

Dear audience,

We would like to confirm that the video verification call has now been completed. Our team has reviewed the outcome and will return with an official resolution.

Dear Jana,

Before we provide our final resolution, our team has sent an email containing further information regarding the case.

Kind regards,

Wild.io Team

Update?

Dear Wild.io Casino,

I hope this message finds you well. I wanted to follow up as I have not yet received any email with further information regarding this case. If possible, could you please resend the details to jana.k@casino.guru? Your assistance in this matter is greatly appreciated, and I thank you for your help.

Dear Jana,

We would like to apologize for the delay in getting back to you.

Our team has now sent a new email containing additional information regarding the case.

Thank you for your patience and understanding.

Kind regards,

Wild.io Team

Why am i being kept in the dark like this?

Hello there,

We have since replied to them once more and updated the official complaint thread.

Further communication will be done only through the official thread.

Wild io

Dear ItaMarta,

I kindly ask for your patience as we continue our investigation. Please rest assured that we will keep you informed of any updates. Thank you for your understanding and continued support.

Hello ItaMarta,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ItaMarta,

I hope this message finds you well. I wanted to update you that I am still in communication with the casino through our email correspondence. I kindly ask for your continued patience during this process. Thank you for your ongoing support and assistance; it is truly appreciated.

Thank you Jana,

Hello ItaMarta,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello ItaMarta,

Thank you for your continued patience as we work to resolve this case.

Could you please let us know which mobile network operator you were using when accessing the casino? This information will assist me in understanding the circumstances surrounding your case and help us move forward.

Thank you for your ongoing cooperation.

Hi Jana,

I do not recall ever logging into my casino account using my mobile and the account has been disabled for such a long time that i have not logged in at all but if i did Iliad

Hello ItaMarta,

To better understand the situation and proceed with our investigation, could you please confirm whether you used a VPN while playing at the casino? This information will help us assess the case more accurately.

Thank you for your continued assistance and cooperation in this matter.

No. This has been regarding outcome from video call.

Dear audience,

We would like to confirm that the video verification call has now been completed. Our team has reviewed the outcome and will return with an official resolution.

Dear Jana,

Before we provide our final resolution, our team has sent an email containing further information regarding the case.

Kind regards,

Wild.io Team

Dear Wild.io Casino,

Thank you for providing an explanation regarding your position on this matter. I understand the critical importance of safeguarding promotions from misuse and the necessity for casinos to take measures against players who may attempt to exploit promotional offers.

Upon reviewing the information available concerning this complaint, I have some reservations about whether the evidence presented sufficiently justifies the confiscation of the player’s winnings.

The primary concern is that the evidence suggests these accounts belong to two distinct individuals. Both accounts successfully completed video verification, and I have not encountered any evidence indicating that a single individual was managing both accounts or that the players were collaborating to gain an unfair advantage.

The similarities noted, such as both players claiming the same Welcome Bonus and engaging in similar gameplay thereafter, do not, in my view, constitute sufficient proof of bonus abuse on their own. It is entirely possible for players receiving the same promotion to exhibit similar gameplay patterns, particularly when utilizing bonus funds.

I recognize the rationale behind your Terms and Conditions, which aim to prevent scenarios involving the creation of multiple accounts by an individual or attempts by players to circumvent promotional restrictions. Nevertheless, I believe there should be a clear relationship established between the accounts, along with concrete evidence of intentional misconduct in this situation.

At this point, I have not seen evidence supporting the following:

1. the usage of the same device or technical environment by both accounts;
2. the same payment wallet;
3. a shared household or address;
4. any additional objective evidence substantiating a link between these accounts or demonstrating that the players acted in bad faith.

Given that both players successfully completed video verification and there is no clear evidence indicating they are the same person or that they colluded in any way, I believe it would be a more reasonable and equitable resolution to release the confiscated winnings.

I fully understand the necessity of protecting your promotions, yet I also feel that genuine players should not forfeit their winnings solely based on characteristics that may be present among unrelated players.

I kindly request that you reconsider this case and explore the possibility of reaching a fair resolution.

Thank you for your attention to this matter and your cooperation.

Dear Jana,

Thank you for your assessment and for outlining your concerns regarding the case.

We have reviewed the matter once again and have provided a final, detailed response via email, including the additional information and supporting evidence relevant to our findings.

We kindly ask that you review the information provided by email. Following this, we will return to the complaint thread with our final position regarding the case.

Kind regards,

Wild.io Team

Dear Wild.io Team,

Thank you for your comprehensive response. I understand your position and I truly appreciate the additional information you have provided regarding the similarities between the two accounts.

I also recognize the insights related to the distance between the players' stated locations, as well as the other similarities you have identified. I will carefully consider all of this information as I prepare to make my final assessment.

However, before we reach a conclusion, I would like to kindly request further clarification and supporting evidence on some specific points that I raised previously.

Specifically, I would like to focus on the technical connection between the two accounts.

Additionally, I would like to inquire whether you would be open to conducting another video verification with the relevant account holders. I believe that another video verification could provide further valuable insights in this case.

If you proceed with this, I would recommend that the verification should not be limited to confirming their identities. Alongside the standard identity verification, I believe it would be beneficial to ask the players detailed questions regarding:

• their gameplay and the games they played;
• the reasons for selecting specific games and promotions;
• the bonuses they claimed and their understanding of the bonus conditions;
• their deposits and withdrawals;
• the source and purpose of their deposits;

The aim would not simply be to establish who owns the documents or who appears on camera, but rather to gather additional information that could help clarify who truly operated the accounts and whether the activities on the two accounts were genuinely independent.

If you still have the transcript, recording, or full video of the previous video verification(s) available, I would greatly appreciate it if you could share those with us. I would like to review the previous verification to ascertain whether there were any answers, inconsistencies, or observations that might be relevant to my assessment.

Thank you for your assistance. I look forward to reviewing the information and evidence before making my final assessment.

Thank you once again for your cooperation.

Kind regards,

Jana

Hello Jana,

Thank you for your response.

We would like to inform you that we will proceed with an additional video verification as part of our review process.

The player has already been contacted via email with instructions on how to schedule the verification call. Once the video verification has been arranged and successfully completed, we will reply to your email.

We appreciate your continued patience and understanding while we complete this process.

Kind regards,

Wild.io Team

Dear Wild.io Team,

Thank you for your message. I would greatly appreciate it if you could keep us informed about the outcome of the verification calls for both players. Your continued assistance and cooperation in this matter are sincerely valued.

I did a video call with you on the 29th May and this has been going back and forth with Guru since then. Why another? I dont understand why a casino is doing everything in its power to not pay a player what i won. This has gone beyond reasonable. what is the specific reason behind all this?

Dear Jana,

Thank you for your messages and for your continued assistance with this matter.

At this time, we have not yet received a response from the player to the email we sent regarding the additional video verification.

Dear ItaMarta,

Regarding your question about the need for an additional verification call, the reason for this request was outlined in Jana's reply from August 24, which provided further clarification as to why this additional step is necessary.

We remain fully available to proceed with the verification and kindly ask you to respond to our email so that the additional video call can be arranged.

Once we receive your response, we will be happy to proceed accordingly.

We will also continue to keep Casino Guru informed of any further developments.

Thank you for your understanding and cooperation.

Kind regards,

Wild.io Team

Dear ItaMarta,

I would greatly appreciate your cooperation with the casino's request to schedule a verification call. This verification is essential for us to move forward in resolving the matter at hand. Your continued support and collaboration during this process is sincerely valued.

Dear ItaMarta,

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.