The player from Germany encountered multiple issues when trying to withdraw €1,200 from a balance of €4,300 after completing the KYC process. His account was eventually blocked without explanation, despite his repeated inquiries and assurances from support that everything was in order. He sought a detailed explanation and warned others about potential issues with the casino. The Complaints Team reviewed the evidence provided by the casino and deemed the player's complaint unjustified, citing that the player's actions had breached the casino's Terms & Conditions by delaying rounds while playing with an active bonus, which led to the account closure. The player was advised to adhere closely to the casino’s rules in the future.
iWild Casino DE - Player’s account has been closed without reason.
Closed
Our verdict
Unjustified complaint
Amount: €4,300
iWild Casino DE
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello Casino Guru Team,
After I deposited €100 at the casino (July 10th) and had fully wagered the bonus, my account had a balance of €4,300. On Friday, July 11th, I decided to make my first withdrawal of three €400 withdrawals. After these withdrawals hadn't been wagered, I asked the support chat why the withdrawal hadn't been initiated (I never heard anything from the casino anyway. You have to keep asking, otherwise nothing happens). At first, I was told to wait. Then I was told I had to complete the KYC process. This wastes time with unnecessary, individual document requests (three emails for the same information over and over again). Finally, my account was verified on July 15th. Problem solved, I thought, but I was wrong... the email even stated (in future, always withdraw without verification). The withdrawal still didn't leave the "pending" status. I even reset it. In my daily messages via chat, I was just kept waiting. First, the message "wait," then "I'm prioritizing your request," and then "wait" again. I also asked if any information was missing, but they always said everything was available and there were no problems. Of course, at that point, I had already inquired about the casino in many forums and assumed my account had been blocked. Today, I received confirmation and the account was blocked without reason. I have now requested a detailed explanation, but based on other forum posts and previous communication with the KYC team (there was never a response), I assume that, as always, nothing will be answered. I'm writing this partly because I hope to achieve something, and partly because I want to warn any other potential users. The procedure I described seems to be absolutely standard practice for the provider. Be careful and keep your hands off (in my opinion). With foresight, I have documented all communication and am happy to make it available.
Automatic translation:
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6 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To clarify your situation, I’d like to ask you a few questions:
- Could you please send me a link or a screenshot of the bonus you activated and played with?
- What types of games did you play while the bonus was active?
- Am I correct in understanding that you have already passed the full KYC verification, and that the verification of your documents is not the reason why your account was blocked?
- Have you asked the casino which specific Terms and Conditions you allegedly violated that led to your account being blocked?
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Translation
Hello Veronica,
The bonus isn't the problem at all. Unfortunately, I can't comment on that since I no longer have access to the account.
At the time of withdrawal, there was no bonus money left in the account. The balance of €4,300 is pure real money.
For verification:
Yes, the verification was completed and then the account was blocked out of the blue.
After successful verification, I asked several times in the chat whether anything was missing. I was always told no and that I just had to wait until the transaction was processed. I've attached a few screenshots for both of these points.
I asked the provider for a statement regarding the account closure. As usual, I haven't received a response to my emails.
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6 months ago
Thank you for your responses.
Could you please let me know what types of games you played?
If your personal information was successfully verified and your account was fully approved, the account closure was most likely related to issues identified in connection with your gameplay. To better understand what might have happened, I would appreciate it if you could specify which bonus you activated and which games you played while accumulating your winnings.
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6 months ago
Translation
Valley of the Gods, Honey Rush, and Reactoonz during the bonus period. However, the bonus expired with the first deposit. It wasn't until my second deposit, without a bonus, that I started making winnings. I primarily played Sugar Rush 1000, Retro Tapes, and Retro Sweets. Once or twice, I also played Death or a Wild, Razor Returns, and Big Bass Amazonas Extreme.
As expected, I did not receive a response to my inquiry about the reasons for the closure.
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6 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
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6 months ago
Dear yannic273,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from iWild Casino DE to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear iWild Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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5 months ago
Dear Kubo and
We will request information from the relevant department.
As soon as we receive a response we will immediately return with information.
Best regards,
iwildcasino representative.
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5 months ago
Dear iWild Casino,
Thank you for your earlier response.
I am following up after a week to kindly ask whether there have been any developments regarding this matter. Could you please provide an update from the relevant department?
Thank you for your cooperation, and I look forward to your reply.
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5 months ago
Dear Kubo,
Please review the information that has been sent to your email address ([email protected]).
We kindly ask you to take the provided information into consideration during the review of this matter.
We would like to extend our sincere appreciation to the CasinoGuru team for their professionalism, commitment, and support in assisting with the resolution of this issue.
Best regards,
iwildcasino representative.
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5 months ago
Translation
Short question:
Why was/is it not possible to provide information directly to customers? I already asked for a statement on the closure and the "allegedly" suspicious circumstances surrounding my account on July 18th. The operator has still not offered any communication. However, sending promotional offers via email to a closed account every two days is still possible. This all still seems like a pretext to me.
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5 months ago
Dear iWild Casino DE,
Thank you for your clarification and for providing the additional details regarding this matter.
Dear yannic273,
After reviewing the evidence provided by the casino, I must unfortunately deem your complaint unjustified and reject it accordingly.
The submitted game logs clearly show the occurrence of a practice that is explicitly and widely prohibited by online casinos - delaying rounds while playing with an active bonus. This strategy is commonly used to legitimize bonus winnings and then unjustly transfer them into the real balance once the bonus has been completed or cancelled. Such actions not only breach the casino’s Terms & Conditions but also undermine fairness by giving the player an unfair advantage over both the casino and other players.
I understand that your actions may not have been intentional and could have been a mistake. However, the outcome was unjustified winnings, and a breach has occurred. In this case, the casino is fully entitled to protect the integrity and security of its platform.
For future reference, I strongly recommend carefully following the casino’s stated Terms & Conditions and avoiding any strategies that may be considered fraudulent. I realize this is not the outcome you were hoping for, but the evidence presented is clear and leaves no room for dispute.
Thank you for your understanding, and I am sorry I could not provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to assist you.
Best Regards,
Kubo
