iWild Casino - Player’s account has been closed and winnings confiscated.

I am submitting a complaint regarding iWild Casino.

I had a balance of approximately 1600 EUR in my account after playing and winning on the platform. When I attempted to withdraw my funds, my withdrawal initially showed as processing. Shortly after that, I received an email stating that my account was closed due to alleged duplicate accounts.

I want to clearly state that I have only ever created and used one account on this casino. I have never created multiple accounts or used another person’s account.

If there was any unusual activity detected, it may have been related to IP address changes or VPN usage, but this does not mean that multiple accounts were created.

The casino closed my account and confiscated my winnings without providing any clear evidence of duplicate accounts.

I am fully willing to provide full identity verification (ID, selfie, proof of address) to confirm that I am a legitimate single player.

I kindly ask for assistance in resolving this issue and requesting that the casino provide evidence for their decision or process the withdrawal of my legitimate winnings.

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Dear Maklaudas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Could you please clarify if you have used a VPN or changed your IP address during your time playing on the platform?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hello Petra,

Thank you for your response and for looking into my case.

I would like to clarify the following:

Yes, I have used a VPN while playing. However, this was not done with any intention to violate the casino’s terms, but rather for general privacy reasons. I was not aware that this could lead to such serious consequences.

Regarding duplicate accounts, I have personally created and used only one account on iWild. However, it is possible that someone else using the same internet connection (same IP address) may have created an account without my knowledge.

I was never asked to complete KYC verification. In fact, when I contacted the casino support asking where I could verify my identity, I was informed that it was not necessary at that moment and that I would be contacted if verification was required.

I can confirm that all my winnings were obtained without using any bonuses. I played исключительно with my own deposited funds.

I am fully willing to cooperate and provide all necessary documents (ID, proof of address, selfie, etc.) to verify my identity and resolve this situation.

I kindly ask for your assistance in reviewing this case fairly, as I believe the account closure and confiscation of my balance (~1600 EUR) was unjustified.

Thank you in advance for your help.

Kind regards,

[Maklaudas]

Dear Maklaudas and Casino Guru,

iWild Casino operates in strict adherence to the published Terms and Conditions, agreed to by the players upon signup and posted on the website at all times.

The player in question was found in violation of the posted Terms clause 5.11., which resulted in closure of the account, as outlined in the Terms:

5.11. Only one Casino Account per Player is allowed. Should You attempt or successfully open more than one Casino Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Casino Account, Casino will be entitled to immediately close all Your Casino Account(s), retain all monies in such Accounts and ban You from the future use of the Website.

iWild uses a combination of manual and automated tools to determine the breaches of Terms and eliminate possibilities of false positives. In this case, a combination of matching details resulted in our reasonable certainty of the player's knowledge, ownership and simultaneous usage attempts of two or more accounts, which is a violation of the aforementioned clause. Contrary to the player's statement, the player has also used bonuses on both accounts, which is an unfair practice.

Additional details of our decision have been provided to Casino Guru via email. If any further questions arise, please feel free to contact us at any time.

Respectfully,

iWild Casino Representative.

Hello,

Thank you for your response.

I strongly disagree with the casino’s claims and would like to clarify several important points:

I have only ever created and used one account on iWild Casino. I have never knowingly created or accessed any additional accounts, nor have I used anyone else’s account.

The casino claims "matching details" and "reasonable certainty", however, no concrete evidence has been provided to me. I kindly request that the casino clearly specify what exact data led to this conclusion.

I did use a VPN, but this was solely for privacy reasons and not to bypass any rules or create multiple accounts. I was not aware this could result in such a severe penalty.

Regarding bonuses: I firmly deny abusing bonuses across multiple accounts.

Importantly, my winnings were not generated using any bonus funds.

At the time of the account closure, I still had 200 free spins from my deposit available in my account, which I had not used at all. This clearly shows that my winnings were obtained исключительно from my own deposited funds, not from any bonus.

Additionally, I was never required to complete KYC verification. When I proactively contacted support asking how to verify my identity, I was told that it was not necessary at that moment and that I would be contacted if needed. This never happened.

I would also like to stress that:

If any duplicate account exists, it was created without my knowledge, possibly by another person using the same network/IP.

I am fully willing to cooperate and provide full KYC verification immediately.

Given the lack of transparent evidence and the fact that my winnings were obtained from real funds, I consider the confiscation of my balance (~1600 EUR) to be unjustified.

I kindly ask the casino to:

Provide clear and specific evidence of the alleged multi-accounting, or

Reconsider their decision and process my withdrawal.

I respectfully ask Casino Guru to continue assisting in this matter and ensure a fair resolution.

Kind regards,

Maklaudas

I would also like to point out that I have been trying to contact the casino via email for over a week, but I have not received any response. This is particularly concerning, as the casino states that I can contact them if I have further questions, yet my attempts to communicate have been ignored.

We would like to thank both parties for their cooperation and for providing the necessary information throughout this process.

Dear Maklaudas,

After a thorough review of all available evidence by the casino, we regret to inform you that we are required to close this complaint. It has been established that there was a breach of the casino’s Terms and Conditions, specifically the use of a VPN in order to bypass restrictions.

Furthermore, a violation of clause 5.11 has been identified, which clearly states that only one Casino Account per player is permitted. Should a player attempt or successfully create or use multiple accounts, whether under their own name or another person’s name, the casino is entitled to immediately close all such accounts, retain any funds held within them, and ban the player from future use of the website.

In this case, a combination of matching details led to the reasonable conclusion that you knowingly owned and simultaneously used two or more accounts, which constitutes a violation of the aforementioned clause. It was also determined that bonuses were used on both accounts, which is considered an unfair practice.

After reviewing all available information, we conclude that the casino acted in accordance with its rules. Your complaint will therefore be closed as rejected. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Thank you for your understanding.

Best regards,

Petra