What Happened
A player says they deposited $5,000 at Wild.io, won $132 at blackjack and then asked to withdraw $5,132. They say they sent every KYC document the casino wanted. Then, they say, the casino asked for a video call to check the account and stopped answering.
How It Developed
- Complaint opened about the withdrawal held after the video call request.
- The mediator asked Wild.io for an update and warned that silence would close the case as unresolved. The case was later reopened at the casino's request.
- Wild.io said a video call was the next step and that the player had not answered its email about it. It said it could not find the replies shown in the player's screenshots, and would go ahead once the player responded.
- The mediator asked the player for an update and warned that the case would be closed as resolved without one. No reply from the player appears.
Abandoned
The player did not answer the mediator's last request for an update. Wild.io was waiting on a video call, and nothing shows the $5,132 was paid.
What Helped
The case stalled on the video call. If a casino asks for video verification, answer by email to book it and keep a copy of what you sent. Then tell the mediator you did, so the case doesn't close while you wait.