The player from Finland faced issues with iWild Casino for not responding to emails regarding their self-exclusion requests. Despite the self-exclusion status, they were allowed to continue playing and making deposits, which caused significant harm. The account was then closed, yet the player received no replies to their complaints. The issue was resolved after the player marked the complaint as resolved following communication with the Complaints Team. The resolution was acknowledged, and the complaint was closed in the system.
iWild Casino - Player’s account has been closed without response.
Resolved
Our verdict
Case closed
Amount: €2,000
iWild Casino
Safety Index 9.8 Very highCase summary
Discussion
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3 weeks ago
Translation
Iwild casino does not respond to any of my emails, they completely ignore me. This shows how irresponsible they are.
Dear iWildCasino,
How is it possible that I was able to play at your casino, even though I requested self-exclusion on 10.02.2026 and 20.05.2026? I have also set a self-exclusion for the entire Goodwin NV operator network, including Snatch Casino and other casinos belonging to the same group.
I have a serious gambling addiction and have expressly denied access to your services. Despite this, I have continued to receive marketing and have been allowed to make deposits, which has caused me significant financial and personal harm.
WHY PAYMENTS GO THROUGH THIS REASON:
1. Payment processing and PSD2 violation
My bank has blocked my payment card due to suspicious transactions. Based on my investigations, my deposits have been processed in an unclear manner and without sufficient transparency through third parties. The payment transactions do not clearly indicate the payment service provider, the actual recipient of the payment, or the true nature of the transaction.
EU PSD2 Directive (EU 2015/2366, Articles 71-73): I have not given my informed consent to payments being processed through offshore merchants or other third parties in a manner that has not been clearly disclosed to me. Therefore, I consider the transactions to be contestable and potentially unauthorized.
Responsibility: Even if you use third parties to process payments, the responsibility for the legality, transparency, and appropriateness of the payment process remains with the service provider.
2. Misuse of MCC codes (Transaction Laundering)
My deposit was approved even though my bank card has a hold on gambling transactions. This suggests that the payments may have been processed using an incorrect MCC code (for example, 8299 – Education Services) or in some other deceptive way to circumvent the restrictions imposed by banks.
Violation of rules: Such a procedure may be in conflict with the rules of the Visa and Mastercard systems and meet the characteristics of so-called transaction laundering.
Fraudulent practice: Providing incorrect or misleading information to payment processors may constitute fraudulent practice.
Section 33 of the Legal Act: A legal act is not binding if relying on it would be contrary to honour and good practice. The failure to self-block and the unclear handling of payments support the view that the contractual relationship cannot be considered appropriate.
yes the account is now closed after my complaint but no one ever replied to any of my emails to this day.
Automatic translation:
Public
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with iWild Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify the date when your account was closed?
- When the account was closed, did you receive a confirmation of the account closure from the casino?
- After you sent a self-exclusion request on 10.02.2026 and did not receive a reply, did you contact chat support to follow up on the self-exclusion request?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.
I hope we will be able to help you to resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Glamour6,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Jean
