iWild Casino - Player's account has been closed after payout request.

Ich spielte mehrere Monate. Nach dem ersten Gewinn 3700 Euro und der ersten angefragten Auszahlung 400 Euro x 3 mal, wurde das Konto gesperrt. Seit 10 Tagen erhalte ich keine Rückmeldung von KYC.

Dear Rod777,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please advise if you passed the KYC verification? When exactly did you submit your identity documents to the casino for verification?

Have you accumulated your winnings with or without an active bonus?

Have you received any email or some other explanation after your account was blocked? Have you contacted support to find out why the casino has locked your account?

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

Hallo,

Mein Konto wurde mittels Ausweisdokument verifiziert. Vor ca. 2 Monaten. Eine Verifizierung bezüglich des Bankkonto hatte ich aber nicht.

Alle Gewinne wurden ohne Boni erreicht. Eine Erklärung zur Sperrung des Kontos habe ich nicht erhalten. Der Support verweist immer an [email protected]. KYC reagiert aber nicht.

Gruß

Rod777

Thank you for providing the screenshot. The casino has indicated that your account was closed due to a chargeback.

Could you please confirm whether you have ever requested a chargeback with your bank for deposits made to this or any other online casino?

Eine Rückbuchung ist bei Paysafe, Kreditkarte und Sofortüberweisung meines Wissens nach nicht möglich. Beantragt habe ich nichts.

Has the casino specified when exactly did the alleged chargebacks take place?

Could you please inform me when exactly you registered your account at iWild Casino and how many deposits you made?

Die Begründung des Casinos für die Schließung des Accounts habe ich hier veröffentlicht. Die Schließung eines Accounts mit 3700€ Guthaben wird mit einem einzigen Wort begründet. Rückbuchung. Eine Angabe über die Höhe der Rückbuchung oder konkreter Zeitpunkt ist seitens des Casinos nicht erfolgt.

Benötigst du den genauen Zeitpunkt der Registrierung? Es war ungefähr Mai/Juni. Werden auch genaue Anzahl der Einzahlungen benötigt? Sicherlich über 40.

Please forward me your bank statements starting from the date you opened your iWild Casino account and started depositing up to today. My email address is [email protected]. Thank you for your cooperation.

Erledigt

Dear Rod777,

Thank you for the email.

Unfortunately, your bank statement shows several chargebacks made by you. As you can see in the following screenshots:

Please understand that online casinos consider a chargeback as a fraud because, from their perspective, it means a player is asking to reverse a payment that was already agreed upon and used. Even if you didn’t request a chargeback for a deposit with this specific casino, many casinos share information about players. If they see a chargeback on your account with another casino, they might assume you're a high risk, thinking you might do the same with them. To protect themselves, casinos often treat any chargeback history as potential fraud, even if it wasn’t related to their site.

Due to the aforementioned reasons, this complaint will now be rejected. 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.