The player from Austria expressed concern over losing €60,000 in a single day without any warnings or support from the casino. They believed that there should have been limits in place and were seeking assistance to recover their funds. The Complaints Team reviewed the situation and clarified that the player did not request any responsible gambling tools, such as deposit limits, prior to the losses. Consequently, they concluded that there were no grounds to request a refund or further action from the casino, and the complaint was closed.
iWild Casino - Player demands support after losing a large amount.
Closed
Our verdict
Unjustified complaint
Amount: €60,000
iWild Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Good day!
I think it's outrageous that you can gamble away €60,000 in a single day without a warning or anything like that.
Since I lost that money, everything has gone downhill.
There should be limits and more, and I ask for support so that I can get this money back.
Regards
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1 month ago
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If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear qhiqsi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- How long have you been a player at this casino, please?
- Have you asked the casino support to apply any responsible gambling tools, like deposit limit, please?
- What was your average wager amount, please?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 month ago
Translation
Hello
I've been registered there for 2-3 years.
An average of €500 per month
Between €3 and €5
If someone suddenly plays over €10,000, the casino should do something about player protection, or pause the account for 1-2 days.
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1 month ago
Translation
Losing €60,000 in under a day can't be right, isn't there usually a break?
Stakes used to be €3-5 per spin
Did the casino not respond to inquiries?
Do you think it's okay to gamble away €60,000 in under a day without a warning or a break from playing?
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1 month ago
Dear qhiqsi,
thank you for your reply.
Could you please forward all communications you have had with this casino regarding this matter to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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1 month ago
Translation
I simply wrote in the chat that I couldn't verify my account for withdrawal, but no one wanted to help.
Then €60,000 was gambled away.
Edited
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3 weeks ago
Translation
Lost a total of approximately €60,000 in less than 24 hours.
This excessive loss in such a short time was only possible because I was able to continue playing and depositing without any restrictions. There was
- no warning labels
- no break in play,
- no contact from your side
- and no block or limitation,
although my gambling behavior was clearly conspicuous and problematic.
In my opinion, your company should have reacted in accordance with the applicable player protection regulations. Especially with such large sums of money and such a short period of time, it must be assumed that there is an increased potential for addiction or other risks.
I therefore urge you to:
- to inform me in writing which specific player protection measures were set up on my account (deposit limits, loss limits, automatic bans, reality checks, etc.),
- to explain why, despite a loss of approximately €60,000 within less than 24 hours, no intervention was made on your part,
- to examine to what extent a (partial) refund of losses is possible due to insufficient player protection measures.
Please confirm for me
- receiving this email
in writing and let me know when I can expect a response to my points mentioned above.
Should I not receive a comprehensible response within a reasonable timeframe, I will be forced to seek legal advice and report the matter to the relevant supervisory or licensing authorities.
Best regards
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3 weeks ago
Translation
Lost a total of approximately €60,000 in less than 24 hours.
This excessive loss in such a short time was only possible because I was able to continue playing and depositing without any restrictions. There was
- no warning labels
- no break in play,
- no contact from your side
- and no block or limitation,
although my gaming behavior was clearly conspicuous and problematic.
In my opinion, your company should have reacted in accordance with the applicable player protection regulations. Especially with such large sums of money and such a short period of time, it must be assumed that there is an increased potential for addiction or other risks.
I therefore urge you to:
- to inform me in writing which specific player protection measures were set up on my account (deposit limits, loss limits, automatic bans, reality checks, etc.),
- to explain why, despite a loss of approximately €60,000 within less than 24 hours, no intervention was made on your part,
- to examine to what extent a (partial) refund of losses is possible due to insufficient player protection measures.
Every other casino sends you a message if you play too much, but not here, and delaying the verification process with all its associated requirements is a joke.
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3 weeks ago
Dear qhiqsi,
thank you for your replies.
Do I understand correctly that you have not requested a deposit limit at this casino on your own, please?
Has casino responded to your emails, please?
I was unable to locate your emails. Have you forwarded any emails or communication to my email [email protected], please?
Looking forward to your reply,
Katarina
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3 weeks ago
Translation
I didn't send you anything.
Because I can't find what I sent you and wrote in the live chat with the casino.
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2 weeks ago
Dear qhiqsi,
Thank you for your latest reply.
I understand how distressing this situation must feel, and I am truly sorry for the difficulties you are facing. Losing such a significant amount in a short period of time is undoubtedly overwhelming, and I empathize with the impact this has had on you.
However, after carefully reviewing the information available, I must clarify an important point regarding responsible gambling measures. Online casinos are required to provide players with tools such as deposit limits, self-exclusion options, and reality checks. At the same time, players are responsible for applying these tools to manage their own gambling activity.
Based on the details you have provided, there is no indication that you requested a deposit limit, temporary suspension, or any other responsible gambling tool prior to the losses. Likewise, you did not express any signs of gambling addiction or request assistance from the casino before the disputed gameplay occurred.
In such circumstances, we unfortunately do not have grounds to request a refund or demand further action from the casino. While we genuinely wish we could help you recover the funds, this is not possible when no responsible-gambling intervention was requested or triggered during gameplay.
If you experience any issues with this or any other casino in the future, please do not hesitate to contact us. We will always do our best to support you.
This complaint will now be closed. I’m sorry we couldn’t assist further. If you need help in the future, please don’t hesitate to contact us.
Best regards,
Katarina
