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

Hello Tomas,

Thank you for your response.

I would like to clarify that my complaint is not about whether my request should be classified as a standard account closure or a formal self-exclusion.

The issue is that I requested that my account be closed while a withdrawal of approximately CAD 10,000 was pending. The casino informed me that the account could not be closed because of account restrictions related to the withdrawal process.

As a result, I continued to have access to the account and the funds remained available to me. During this period, the withdrawal was not secured and a significant portion of the balance was subsequently lost through gambling activity.

My concern is that once a player has clearly requested that an account be closed, particularly in circumstances involving a large withdrawal, the casino should take reasonable steps to protect those funds rather than leaving the account fully accessible until the withdrawal is completed.

I would therefore appreciate clarification from the casino regarding why my account could not be restricted or closed while the withdrawal was being processed, and what responsible gambling measures were considered in this situation.

Thank you for your assistance.

Kind regards,

Marc-Antoine

Same for self exclusion, my account could not be self excluded while I had funds in my account, which honestly makes no sense.

Kindly supply evidence of your claims regarding self-exclusion not being possible, including the communication where you made these requests.

Send the evidence to my email at tomas@casino.guru for review.

Proof sent.

Thanks for your reply.

What was your response to the question from support? Please let me know.

There was no answer provided to this question. Anyways, it is clearly stated above in my screenshot that they do not close accounts if funds are still in the account, which makes absolutely no sense. I have asked to stop me from gambling, I was offered no solutions. In fact, I probably received this message AFTER I impulsively gambled. (I suffer from extreme OCD and clearly asked the live support in the screenshots to stop me from gambling. All further losses should be held accountable by the casino. I asked to stop gambling, multiple times as provided in the proof).

Thanks for your reply.

Sadly, we may only ask the casino for a refund of money that was used for gambling in situations where you inform the casino of suffering from gambling issues, and the casino doesn't act to protect you. Based on the evidence so far, there was no disclosure of gambling issues in the communication you supplied.

Please let me know if there is any information I might have overlooked or haven't considered in your case.

Hello..

Did I really wait 3 weeks for being told you will not help me? I have communicated my problem to the support, if I say I don't want to gamble anymore it clearly implies I need help blocking my balance away because otherwise I will impulsively gamble it, which is exact’y what happened. The site did not help me. And guess what's even crazier? Their official complaints department is NOT answering my complaint at all, completely ignoring it. Makes me think, maybe they know they are wrong? I can send you proof that I sent a complaint weeks ago. Even my VIP MANAGER stopped replying to me. Seems like a classic casino exit scam that doesn't wanna pay its player for their error. I expect at the very minimum a full compensation.

Thanks for sharing your point of view.

We may ask the casino for a refund of money that was lost in gameplay only in a narrow range of circumstances, namely when you disclose your gambling issues to the casino and the casino doesn't act to protect you. Sadly, based on the evidence you provided, no further assistance can be provided.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. 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.