iWild Casino - Player's account has been closed.

I risked losing $250u of my money and got lucky enough to win $250u. Now they dont want to honor my full withdrawal and only sent my deposit (that I risked losing) even though if I'd lost my deposit do you believe they would refund me my deposit?

They did this by locking me out of the account and when I asked why they gave me the unclear response: "We regret to inform you that your account has been permanently closed by the decision of the casino administration for violating the platform's rules."

I asked "Which rule?" and again received a non-answer: "...the account closure decision was made by the administration of our website. Unfortunately, additional information was not provided to us".

So I answered "OK Great! Then all you need to do is to ask the administration of your website for the needed additional information! How long do they usually take to answer your questions? tx :🙂 "

Still waiting. ty

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Dear vert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

· Could you please advise if you had any remaining real money balance in your casino account?

Thank you in advance for your reply.

Best regards

Attila

Dear vert and Casino Guru,

iWild Casino reserves the right to refuse service to any player. We are not allowed to withhold funds without a justifiable cause, so this action can be done when the balance is empty and all pending withdrawals are complete, which was the case with the player in question. Unfortunately, we would not be able to disclose precise reasoning behind this action besides information already provided to the player.

Additional materials have been provided to Casino Guru via email.

Respectfully,

iWild Casino Representative.

Yes. As I stated above I had won. I can't find out the exact amount because they have blocked me from my account history. To the best of my memory I believe my balance was $587usd worth of LTC. But since I can't access my account I didn't want to be accused of claiming they owed me $587 and it turn out it was a little less like $567 or something like that.

So as a show of good faith I rounded down my guess to $500. (of which they only sent me my original deposit of $250)

But since we are digging deeper into the facts I would greatly appreciate it if the casino sent me and Casino Guru a copy of my complete history so we can know the exact total that the casino still owes me. (Which, as I said, I think is $587-$250=$337)

tyvm 🙂

Dear vert, thank you for your response.

Dear iWild Casino Team,

Thank you for your reply and for the information provided. In order for us to properly asses the issue, could you kindly provide us with proof of the most recent activity on the player account? Specifically, we would appreciate the balance amounts prior to the account closure.

Thank you for your cooperation.

Dear Attila,

The relevant information to the inquiry has been sent via email on June 4th. We have also now sent the latest player's game history, which would corroborate the data.

Respectfully,

iWild Casino Representative.

Dear vert,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I triple checked my email and iwild provided neither my "complete history" that I've asked for here nor has it provided at least "the balance amounts prior to the account closure" that you, Casino Guru, asked them to provide on 10 Jun 2026 09:54 above. Please ask iwild casino to email my complete history directly to YOU at "Casino Guru" so that you will know for a fact whether they are being honest or dishonest. ty

Dear iWild Casino Team,

Thank you for the additional information.

Dear Vert, thank you for your response. We have received evidence from the casino that the balance has been paid out and that no further funds remained in the account prior to its closure. However, if the funds have not yet been received, we kindly ask you to provide a complete transaction history from your payment provider, covering the period from May 21 until today. This will help us understand the situation more clearly and confirm whether the funds haven't been credited.

Thank you for your cooperation.

Thank you Guru team. Would you please send me this evidence? ty

Dear Vert,

Thank you for your response.

Please note that we are unable to share evidence provided to us directly by the casino, as such materials are confidential and are used only for the purpose of reviewing the case.

At this stage, please let us know whether you would like to provide the requested complete transaction history from your payment provider, or whether we should proceed with closing the complaint.

Thank you for your understanding.

Dear Guru team,

Firstly, thank you again for your diligent work. Many of us little guys appreciate you very much 🙂

Secondly, the amount of deposit and withdrawal is not what's in question here. I have already stated that they refunded my deposit of $250.

What still needs to be shown is my playing history after I made the deposit. My claim is that I deposited $250 and won another $337(approx.) totaling $587.

Yes they refunded my deposit but I put my money at risk and they never paid me my winnings of $337. Please request for them to show you my 'Playing' history and not only my deposit/withdrawal history.

My 'Playing' history will prove my case. (If this casino is honorable by showing you my real and complete 'Playing' history from after the day I made my last deposit.) ty :)

Thank you for your response.

After carefully reviewing all the evidence provided by the casino, including your recent game history, your account balance prior to the account closure, and the withdrawal records, we found no indication that any real money balance remained in your account at the time it was closed.

As stated previously, casinos generally have the right to close player accounts at their own discretion, provided that all legitimate real-money balances have been paid out. Based on the evidence available to us, your account balance was empty prior to the closure, and we have not found evidence that any additional winnings were withheld.

As a result, we are unfortunately unable to conclude that the casino acted unfairly in this case, and I have no choice but to reject your complaint.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila