What Happened
A UK national says Wild.io let them deposit and play until their balance reached about $1,034, then after KYC told them the UK is a restricted country, cut the balance back to the roughly $536 deposited and told them to withdraw that before the account was closed. The player had registered with Thailand as their country while travelling there and admitted a VPN was on throughout. They argued the restriction should have been enforced before deposits, not after winnings. The mediator found the casino acted within its terms.
How It Developed
- 2026-07-21Complaint opened: the player asked for their bet history, the exact amount removed, the terms in force at sign-up and a review of the decision.
- 2026-07-22The mediator asked where the player lives, which country they chose at registration and whether a VPN or wrong details were used.
- 2026-07-27The player said they are a UK national who signed up in Thailand, chose Thailand, and used a VPN.
- 2026-08-01Asked when the VPN was active, the player said it runs by default on their phone, so during registration, deposits and play.
- 2026-08-07The mediator rejected the complaint: a wrong registration country plus VPN use throughout meant the restriction was bypassed, so keeping the winnings was within the terms.
Rejected
The player registered as Thailand and used a VPN throughout, so the mediator accepted Wild.io's removal of about $499 in winnings; the deposit was left to withdraw.
What Has (and Hasn't) Helped
Nothing: the admitted VPN use and the Thailand registration decided the case. By the player's account, the casino left the deposited amount available to withdraw. If you live in a restricted country, a VPN and a different registration country will cost you any winnings once KYC runs; do not deposit at all.