iWild Casino - Player’s account has been closed without reason.

I wanted to complain about iWild Casino closing my account without any reason. I was being patient, writing the emails to their support and KYC and just waiting, but almost a month now has passed and i still haven't received a single response from them. The story was, that after a couple of deposits I started to win something decent in a month of gambling in this casino and after requesting a withdrawal I receive an e-mail of my account being closed, but I also received the last withdrawal funds. Whats seems unfair to me is them closing my account after verifying it fully and making dozens of deposits to just when i start to win at last and make a decent withdrawal they close my account without any reasons. The dispute amount is the net loss i have in this casino. It's not so much about the funds gambled away but the principle of a casino doing this sort of thing, especially when someone is on a win streak. I hope to get some clarification about this.

Hello,

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 understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

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Thank you for your patience, and stay safe.

Hello!

I only played slots here. Yes, my account was fully verified. In profile and via e-mail. I can't remember if prior to my account closure the last deposit was with a bonus, because I can't access my account and check, but usually if there is an active wagering they don't allow to make a withdrawal.

I wanna note that, I had already filed a complaint to AGC in May about iWild not paying my first withdrawal for days. Usually KYC instantly ask for verification, but they ignored me completely for days till I wrote AGC. After verification everything was going normal, till a month later they close my account after my second withdrawal.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. 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

Hello!

Dunno if you could call these e-mails as "communications" but I sent anyway all I could find, there are more, but KYC related with wallet screenshots and bank statements, but they are also one sided, i never really got any response from them on day one before i opened my first complaint against them when i waited a week for my withdrawal. I will send live chat transcripts if I can, because i can't log-in my account anymore.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear artuurio,

I'm so sorry to hear about your issue with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an iWild Casino representative to join this conversation and participate in resolving this complaint.

Dear iWild Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

Informing you that in accordance with clause 14.5 of our Terms of Use, iWildCasino reserves the right to close an account at any time and terminate the agreement by providing written notice using the contact details provided in the account. Upon such termination, and following a request from the player, the remaining balance shall be refunded as soon as reasonably practicable.

We confirm that the account was closed in full compliance with this clause.

All financial obligations were met, and the player has duly received the available balance.

Best regards,

iwildcasino representative.

Hello!

As far as i can tell, there is no "clause 14.5 " in their T&C on the website. But I found a similar statement in 10.4.

But it still feels unjustified and it doesn't explain why the casino ignored me all this time after I filed a complaint to them directly about it, in couple of e-mails.

Also, EU Consumer protection laws may consider these terms unfair.

Dear artuurio,

I am afraid that the casino has the right to close your account at any time, with an obligation to pay you the winnings. Did you manage to receive the funds from the casino?

I'll be awaiting your reply.

Yes, I received my withdrawal and the account was instantly closed after that. But that was not my reason for complaint as I already wrote.

The reason was that they never responded to my complaint directly in e- mails and never explained. But as I have seen and read how it's done elsewhere, now I understand that this is normal behaviour from a casino, just a first for me, and I have been on dozens of online casinos.

So, I filed this complaint so I could get some clarification from the iWild or Casino Guru and let people know and judge for themselves if it's fair or not.

Thanks anyway. Case closed.

Dear artuurio,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru