Wild.io Casino - Сметката на играча е затворена и средствата са конфискувани.

Hello,

I am writing to file a formal complaint against Wild.io for unjustly closing my account and confiscating my funds. Here are the full details of what happened:

I deposited USDT into my account and played using a double bonus offer. I later attempted to log in, but was met with an error message that said "Unlucky Hand", and I was locked out. I contacted customer support, and after some back and forth, they told me my account had been permanently closed and that all associated winnings had been confiscated.

They cited failure to complete KYC (identity verification) as the reason for this decision. Specifically, they said I failed to upload:

A document verifying my address (such as utility bill or bank statement)

A photo of my passport with all corners visible

However, I was never given a clear, final deadline for KYC or a warning that not submitting those documents would result in total account closure and seizure of funds. I already uploaded my Passport clear picture but I wanted to re submmit when I get bank statement, I work in a place I cant go outside so I was restricted to go outside, But when I can go outside and bank statement in 3 days , I wanted to re login but they closed my account, They didnt give any notice or gmail that my account will be closed or any deadline, This is totally un fair , I request to give me chance to complete my KYC again because the funds there are too much for me and important for me and my wife meeting.

I feel that Wild.io acted in bad faith for the following reasons:

They accepted my deposits without KYC, but only enforced strict rules when I had winnings.

They closed my account without a final notice, and never gave me a chance to fix the KYC submission.

They confiscated real money, not just bonus funds. I had actual USDT balance in my account.

Their "Unlucky Hand" error code is misleading and unprofessional, suggesting a shadowban or attempt to avoid transparency.

I have:

Proof of deposit (USDT transaction hash)

Screenshots of login attempt and support reply

Communication showing that I was in the process of KYC

I understand casinos must follow identity verification rules. However, this feels more like a loophole used to seize funds rather than a fair process. Other users have reported similar experiences with Wild.io, and I believe they are using KYC failure as an excuse to avoid paying out legitimate winnings or balances.

I am requesting:

To be able to finish my KYC again.

A refund of my USDT

If this matter is not resolved, I will escalate this publicly and legally. This includes:

Filing complaints with Casino.Guru, LCB.org, and the Curaçao eGaming Authority

Sharing my case and all supporting evidence on platforms like Reddit, Trustpilot, and social media

Contacting crypto watchdogs and legal advisors regarding misuse of KYC to seize funds

I have records of my deposit transactions, support messages, and attempted KYC submissions.

I am fully prepared to make this case public, with screenshots and timeline, to warn other potential players and protect my rights as a user.

You are a licensed casino and must comply with fair gaming and financial standards.

I urge you to reconsider this decision and offer a fair resolution before I proceed with these actions.

Thank you for reviewing this complaint. I am willing to cooperate and provide any additional documentation or wallet information required 

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Were you aware of the repeated requests for verification, or have you noticed them afterward?
• Have you requested a withdrawal of your winnings in the past? When was the last time you uploaded any document that the casino requested from you?
• 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?
• If there is any additional communication or discussion between you and the casino on the topic, please forward it to me as evidence. My email is [email protected]

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 you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear htetbokyaw813,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru