Wildzy.io Casino - Печалбите на играча са конфискувани.

would like to file a formal complaint against Wildzy Casino regarding the confiscation of my winnings and the rejection of my withdrawal request.

After requesting a withdrawal, my winnings were confiscated with the explanation that I allegedly violated bonus terms. The casino claims that:

I played restricted games (e.g., Book of Dead, John Hunter and the Tomb of the Scarab Queen)

I placed bets above the allowed limit (€2)

However, the casino has only provided a few examples and has explicitly refused to provide my full gaming history. This makes it impossible for me to verify their claims or understand the full extent of the alleged violations.

I believe this is unfair and lacks transparency. Confiscating the entire balance without providing complete evidence is not acceptable.

I have requested:

Full betting and gaming history

Clear identification of all alleged violations

Proof that the restricted games were clearly marked as such during gameplay

The casino has refused to provide this information and insists that their internal checks are sufficient.

I am requesting your assistance in:

Obtaining full transparency from the casino

Reviewing whether the confiscation of my winnings was justified

Helping to resolve this matter fairly

I am ready to provide all email communication and any additional information needed.

Thank you for your time and support.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about your experience at Wildzy.io Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.
• Additionally, are you aware of having placed bets above the allowed limit?

Looking forward to hearing from you.

Best regards,

Attila

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

Dear Player,

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,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous message?

I look forward to your reply.

Thank you for reopening the complaint and giving this case another opportunity to be resolved.

I would like to clarify that my issue still has not been resolved satisfactorily. I am still waiting for a fair explanation and resolution regarding the confiscated winnings and the handling of my account.

Although part of the balance was returned, a large portion of the €800 has still not been paid to me. I believe the decision taken against me was unfair, and I kindly ask both parties to review the case once again carefully.

I have cooperated fully throughout the process and provided all requested information. I truly appreciate your assistance and I hope we can reach a fair and satisfactory solution.

Hello,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Player,

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,
Attila
Casino.Guru