iWild Casino - Player's account closure request is ignored.

All I would like is for iwild to shut my account.

That's it.

I have asked them maybe 25-30 on livechat and I have emailed maybe half that number of times.

They haven't replied a single time and livechat just say we will forward your request to the relevant department.

I would say that's a pretty unsafe way to operate wouldn't you? Safety rating 9.8 is quite simply Very suspicious, concerning err just wrong as I have been with iwild a number of years and k ow EXACTLY how the choose to operate, hence my constant requests to shut my account.

This has become a matter of principle now. I bet the UK 🇬🇧 is one of the places they feel they can get away with this awful dangerous way of behaving as they are not held to account t here as they have to uk gambling license. I think I have said enough and really all I would like is my account closed it's really that awful and sad it's come to me having to do this. 9.8 safety rating , really.

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Dear Beabea19,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I would like to close my account due to the way they treat there players and as I think it's by far the worst casino I have ever played at. Just the fact that they refuse to shut my account after me asking literally 20 + times tells you all you need to know about iwild. As for the account closer requests I cannot find them and really don't see why I should have to get them. I simply want my account closed. Many times it has been via livechat that I have asked but I have also emailed them many many times. They just ignore me, I have wasted so much time on this and im not wasting any more other than to leave bad reviews wherever I can and tell everyone what a terrible casino they are. I don't believe for a minute casinoguru are not aware of the way they behave so.9.8 rating is making it clear where all loyalty lie im afraid. All there rewards are achieved by bribing players to vote by offering spins its sham. Looks good, all shiny on the outside but rotten to the core underneath. Stay well away if tou value your money and want to ve treated fairly as you won't at iwild.

Thank you for the clarification. I understand that you are frustrated by the fact that the casino has not processed your account-closure request. However, as this is a standard account-closure request rather than a self-exclusion request related to gambling concerns, it is unfortunately outside the scope of the matters we can mediate.

If you are unable to have the account closed directly by the casino, one practical option is simply to stop using the account and refrain from making any further deposits or playing. Depending on the casino's policies, an account that remains inactive for a prolonged period may eventually be closed or restricted due to inactivity.

Of course, if your intention is actually to stop gambling because you are concerned about your gambling behaviour or your ability to control your gambling, please let me know. In that case, the situation would be different, as we would consider it a self-exclusion matter and could provide you with guidance on how to properly request self-exclusion from the casino due to gambling-related concerns.

Please let me know how you would like to proceed.

Siding with affiliate. Complete disgrace. Why? Why is this out of your control to act on? If you were here to support players rather than casinos then I shouldn't have to specify why I want my account closed. The mere reason I want it shut and they simply ignore me I have been asking for months continously and they do nothing but you are refusing to help!? And have a casino which acts in such a way rated 9.8 rated. Do you not see a safety concern here possibly? As it clearly could be but you do nothing. SHAME......ON.....YOU.....AND.......THEM

Dear Beabea19,

Thank you for your response.

I understand that you are frustrated. However, as I explained previously, the reason you have provided for wanting the account closed is dissatisfaction with the casino and the way you believe it treats its players. This makes your request a standard account-closure request rather than a self-exclusion request based on gambling-related concerns.

Casino Guru cannot require a casino to close a player's account when the request does not constitute a self-exclusion request due to gambling-related concerns. This is not a matter of taking the casino's side, but rather of the scope of our mediation.

I am sorry that we cannot provide you with the resolution you were looking for in this particular case. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika