What Happened
A player from Brazil says Wild.io asked for KYC when they tried to withdraw about $300. They sent an ID card, an address document and a selfie, then a second selfie holding their ID and a signed, dated note naming the casino. According to the player, the check then went quiet, and they later got a message that the account was closed for good and the roughly $307 balance voided.
How It Developed
- Complaint opened about a KYC check with no timeline.
- The mediator asked when the documents went in, whether a bonus was involved and whether the account was still open, and asked for copies of the documents.
- The player emailed the documents and the casino's message closing the account and voiding the balance.
- The mediator asked for the documents as original files, not screenshots, plus how long the player had played and on what.
- The case moved to a resolver, who invited Wild.io to explain. No reply yet.
Ongoing
Waiting for Wild.io's first reply. The reason for closing the account is not public.
What Has (and Hasn't) Helped
Too early to tell. Keep your KYC files in their original form; the mediator asked for originals rather than screenshots before taking the case to the casino.