iWild Casino DE - Player's account has been closed with no reason given.

I had a verified account at iWildCasino with a balance of €79.18. After submitting a scanned bank statement during KYC, which was accepted without any issue, my account was later suspended without warning. Support claimed that I used "forged documents," referring vaguely to clause 14.8 of their T&Cs.

However:

My account was verified, and the system approved the documents I submitted.

I was not informed that scanned documents were unacceptable.

The closure was abrupt, and the support team refused to provide any detailed explanation beyond the generic reference to "administration’s decision."

I lost my entire balance, without any chance to re-submit documents or defend myself.

This appears to be an unfair and predatory practice, especially since the verification system accepted my documents. I have contacted their KYC team and asked for a review, but unless the issue is resolved fairly, I will continue escalating it.

Avoid this casino until they treat users transparently and fairly.

Dear zerrkarina23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you and understand the situation thoroughly, could you please provide more details by answering the following questions?

• Could you please forward me the scanned document you sent to the casino for verification? My email address is veronika.f@casino.guru.
• Did you accumulate your winnings with or without a bonus?
• What types of games did you play?
• Have all of your other documents been approved and successfully verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

1. I’ve sent the bank statement to your email.
2. Yes, I did use a bonus with my first deposit, but I accumulated the winnings using my own funds. After that, I canceled the bonus and requested a withdrawal.
3.  I only played slots it’s hard to say exactly which ones. The slots I played were not restricted while the bonus was active.
4. I completed the verification before making my first deposit and received a "Congratulations" message. It was an automated system, and the message clearly confirmed that my verification was successful. So yes, all other documents were approved. I could have shown you, but my access to the account has been restricted.

Thank you, and if anything else is needed, I’m here.

Thank you very much, zerrkarina23, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear zerrkarina23,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the iWild Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear iWild Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello Romi,

Thank you very much for your support. I can confirm that I have NO updates from iWild Casino, if there would be any I will let you know.

Dear Romi and zerrkarina23,

We will request information from the relevant department and once we receive the information, we will provide it promptly.

Best regards,

iwildcasino representative.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Romi,

We would like to inform you that we have received a response from the relevant department.

Following a thorough review, it has been determined that the player did not successfully complete the SumSub verification process.

Consequently, the player’s account has been closed.

We kindly request your assistance in resolving this matter.

We would also like to extend our appreciation to the Casino Guru team for their involvement in addressing this dispute.

Best regards,

iwildcasino representative.

Dear iWild Casino,

Could you please send us a detailed explanation of why the player did not pass the verification and attach the decision made from SumSub regarding that?

Please send it to my email, romana.r@casino.guru.

Thank you in advance.

Best regards,

Romi

Dear Romi,

We would like to inform you that all relevant evidence and confirmation regarding the player's verification have just been sent to the email address you provided.

Please kindly check your inbox.

We greatly appreciate your continued support and collaboration in resolving any issues that may arise.

Best regards,

iwildcasino representative.

Thank you, iWild Casino, for the documentation.

Dear user,

After viewing the documents provided by the casino regarding your account, unfortunately, we have to confirm that the decision from SumSub is enough for us to reject this case.

Please keep in mind that we do not support this kind of behaviour from the player's side, and if we find out that you continue to provide forged documents, we won't be handling any of your future complaints.

Respectfully,

Romi