What Happened
A player from Germany says Wild.io cancelled an ETH withdrawal worth about €1,100 for KYC, then kept adding steps: documents, a selfie with a handwritten note, and finally a video call in English. They speak little English, asked for German and were refused, so a friend sat in and translated. The casino then failed the verification, closed the account and kept the balance. The mediator later watched the video and found the friend was telling the player what to answer.
How It Developed
- 2026-09-04Complaint opened; the player felt the language barrier, not their identity, had cost them the payout.
- 2026-09-07The mediator asked whether the casino had been told a friend would join the call; the player said no, they only called the friend over when they could not follow the questions.
- 2026-09-21A resolver took over, noted that English video checks are standard and in the terms, and asked Wild.io for its evidence.
- 2026-10-05Wild.io sent the video and supporting material to the mediator by email after one extension.
- 2026-10-08The mediator closed the complaint as unjustified: the recording showed a third person instructing the player, which verification rules do not allow without the casino's permission.
Rejected
The mediator viewed the call recording and agreed a friend was coaching the player's answers, so Wild.io's failed-KYC decision and the held €1,100 stood.
What Has (and Hasn't) Helped
Nothing worked for the player. The lesson is specific: never let anyone else speak or prompt during a verification video call. If you cannot manage the language, ask the casino in writing beforehand for an interpreter or another method, and get its answer before the call.