iWild Casino - Player’s account is blocked and funds are delayed.

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hey delay my payment 4 days and the chat told me i have more accounts, and close the chat and they never respond on email, or chat to help me solve the issue, they take all of my deposits, BUT once wen i try to cashout they block me... MY WORD against them!!! I mean i can proof i have only ONE ACCOUNT and i play often on this site, i vote for them recently and i promote them to my friends!

They just block my acc and take my money!!!

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.

Dear Slots_Winner,

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 that I can fully understand the situation.

• 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 advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• What types of games did you play at this casino?

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,

Veronika

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

I dont have other account i know the rules!

Just a friend come to my house and i invite them to play in this site, and hes using my wi-fi, and i realize that is mistake, but i play from my PC, and i never login to my friends account, i can prove that. Also my friend is registered in other brand not in the exactly same site!

Could you please advise if you have passed the KYC verification?

I don't have beacause i never won in this site, is 1st time cashout request, also they told me long time ago, i dont need KYC for small cashouts.

Also once i asked how to change my email, and they told me WE CAN cloase your account and reopen new to able to be with other email in the site, i said okay, but wen i create new account it says: same names, and birthdate here so i have to contact with support again - i said: hey i cant create new account like you said, and they told me: just make your name with 1 character more, like if my name is: Maria i have to register with: Mariaa - double A, and it works.

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

With active bonus, and they have max cashout for each bonus, i won 400eur but cashout only 190eur because of that.

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Yes! I use VPN, because i ask him many times, can i use VPN to play some providers, and they told me YES, the casino is crypto and VPN friendly.

What types of games did you play at this casino?

I play slots.

Here is many chats from same brand

<--- ybets

<--- immerion

<---- snatch

All those casinos are the same license operated by Goodwin N.V, and ONLY iWild casino says i have multi accounts!

That is not true!

Dear Slots_Winner and Casino Guru,

iWild operates in strict accordance with the published Terms and Conditions. The use of multiple accounts is prohibited at iWild:

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.

We use a combination of automated detection tools and manual cross-checking with several techniques to verify the use of multiple accounts and eliminate potential false-positive matches. After an extensive check, we are able to affirm that the player has violated the Terms of the casino via using more than one account, which has led to the closure of the accounts as per the aforementioned clause.

Additional materials have been provided to Casino Guru via email.

Respectfully,

iWild Casino Representative.

THAT IS NOT TRUE! Why you close my account wen i make my cashout ???

I play in this casino for month and i do many deposits, and i never use second account, but yeah typical casino stuff they take deposits, but wen you win and trying to cashout, oww you are blocked!

Hello Slots_Winner,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Dear Slots_Winner,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Slots_Winner,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the iWild Casino and I hope that together we will come to a successful resolution of your issue.

Dear iWild Casino,

Could you possibly provide additional evidence regarding this case?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Thank you in advance for providing the information.

Best regards,

Igor

Dear Igor,

We have copied the email initially sent to Veronika to the email address noted.

Respectfully,

iWild Casino Representative.

Thank you, iWild Casino, for providing all the information and evidence regarding this case.

Dear Slots_Winner,

Unfortunately, we have to reject your case, as the casino has provided evidence that you have indeed violated its terms and conditions. Since the evidence is of a sensitive nature and includes information from the casino’s internal systems, I am unable to share further details. Thank you for your understanding.

Due to the aforementioned reason, we will now proceed to reject this complaint. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Respectfully,

Igor