iWild Casino - Player's withdrawal has been delayed due to account restrictions.

This is the summary of my request. I TRIED EVERYTHING I COUULD TO STOP GAMBLING AND THEY DIDNT WANT ME TO BECAUSE I HAD A SMALL WITHDRAWAL BECAUSE OF THEIR STUPID LIMITS? WTF?

Dear iWild Casino Complaints Team,

I am submitting a formal complaint regarding the handling of my account today.

At the time of the incident, I had accumulated winnings of approximately CAD $10,000. Concerned about losing these funds, I contacted your live support team and clearly stated:

"I want to block my gambling but still be allowed to withdraw."

I further explained:

"I don't wanna lose any more money."

These statements clearly indicated that I was experiencing difficulty controlling my gambling activity and was actively seeking a responsible gambling intervention to prevent further losses while securing the withdrawal of my existing balance.

When I asked whether I could restrict my gambling access while withdrawing my funds, I was informed that while an active withdrawal existed, my account could not be closed because doing so would automatically cancel the withdrawal.

As a result, I remained able to continue gambling despite having explicitly requested assistance to stop. Following this interaction, I continued gambling and ultimately lost a substantial portion of my balance, reducing my funds from approximately CAD $10,000 to approximately CAD $2,700.

My complaint is not based solely on the fact that I lost money. Rather, it concerns the manner in which my responsible gambling request was handled. I specifically informed your staff that I wanted to stop gambling because I did not want to lose any more money. Despite this clear request, I was not provided with a means of restricting gambling activity while preserving my ability to withdraw funds already held in my account.

I respectfully request:

A full review of the support interaction and account activity following my responsible gambling request.

An explanation of why gameplay restrictions could not be applied without canceling my pending withdrawal.

Confirmation that the procedures followed in my case comply with your responsible gambling obligations under your Curaçao Gaming Control Board licence.

Consideration of reimbursement of losses incurred after my explicit request to block my gambling activity.

I have retained screenshots of my conversation with support and can provide them upon request.

I look forward to receiving your formal response and details of the escalation process should this complaint not be resolved satisfactorily.

Sincerely,

Marc-Antoine 

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Dear Tobyranger;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

If you believe you can't control your gambling, I recommend you request a self-exclusion due to gambling issues via email to the casino support.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings iWild Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas