Wild.io Casino - Die Gelder der Spieler sind eingefroren und Auszahlungen werden zurückgehalten.

Hello,

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.

• Have you explained to the casino how the inputting of your date of birth could lead to an error? Has the casino accepted your explanation?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomás.

- Yes, I have explained it to you, at the moment I only got a predetermined answer that they are reviewing my documents (it is incredible that they take so long on something that can be done in a simple way)

As I told you, I played automatic roulette dd Evolution Gaming. I don't play slots

My current balance was totally mine, without the help of a bonus, all the balance I earned was thanks to my deposit of 3,500, I did not accept any bonus. In fact I deposited 500, lost and re-deposited 3,000.

Update: This was today's response. They're requesting proof of funds, which I've already sent, but the process is too slow. I need to prioritize it somehow, as I've seen people wait over a month for their funds to be released.

Hello, now they're requesting a video call. I don't understand why they don't just do everything at once and ask for it day by day. It's obvious they're trying to stall for time and make things difficult.

Today was the video call, I provided the date and time correctly 12 hours in advance as requested, NO ONE CALLED ME. This is very unserious, it's been 5 days and they won't answer over the weekend.

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

Dear brunobruno33,

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,

Tomas