The player from Germany had faced alleged neglect from iWild Casino regarding responsible gambling practices. Despite stating a maximum loss limit of €2,000 per month and making several requests to block his account due to excessive spending, the casino and his assigned VIP manager had failed to take action in a timely manner. The player had consequently faced severe financial losses amounting to approximately €40,000 over three months. The Complaints Team, after an extensive review of the provided evidence and communication with the casino, concluded that the player had not explicitly informed the casino about his gambling problem. The player's complaint was therefore rejected.
iWild Casino DE - Player faces irresponsible gambling practices at iWild Casino.
Amount: €40,000
iWild Casino DE
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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8 months ago
Translation
I want to lodge a complaint against iWild Casino and am seeking compensation for the casino's misconduct.
The following occurrence happened to me while playing at the iWild Casino:
I registered with the casino at the beginning of November 2023 and regularly played with real money. Towards end November 2023, an online questionnaire was made available on the casino’s website. This questionnaire, which had to be filled in directly on the website, contained questions about the casino and myself. Moreover, there was a question asking how much money I could spend on casino games in EUR each month. I informed the casino that I could afford to lose a maximum of €2,000 per month. I intentionally told this to the casino as, by this point, I had already lost significantly more than €2,000 and didn't want to gamble away too much money. There is no option for players to set themselves limits on the casino's website.
In early December 2023, I obtained a VIP Status "Diamond" where I was given a personal VIP manager (Name: Nick). The VIP manager informed me through emails that he could give me great bonus offers if I played a lot and only with real money. I played a lot and lost a lot too. By this time, the VIP manager was already aware that I was only willing to lose a maximum of €2,000 per month. Furthermore, since November 2023, the casino’s KYC department had a bank statement of mine as proof.
On December 21, 2023, I emailed the VIP manager, requesting to have my player account blocked as I was gambling away too much money. I also informed him that I had completed a questionnaire where I indicated that I could afford a maximum loss of €2,000 per month. I repeatedly asked the VIP manager to send me the questionnaire. Additionally, I directly contacted the casino asking them to send me the questionnaire. However, I didn’t get any response; only the VIP manager said that the questionnaire process was complete.
On January 20, 2024, I contacted the VIP manager again to have my account blocked. Still, my account was not blocked. During this time, I had lost about €15,000. After January 20, 2024, I lost an additional €7,000. My player account was finally blocked on February 22, 2024, as I hadn’t been actively playing since February 5, 2024, and I was incessantly requesting the casino for the questionnaire.
I am very confident that the casino and the VIP manager took advantage of my situation and deliberately delayed blocking my account so I would continue to play and lose. This could certainly be inferred from my frequent deposits. Altogether, I lost approximately €40,000 playing at this casino in three months. The casino refused my request for a detailed report of my deposits and withdrawals. They also did not provide me with the questionnaire so that I had no evidence against the casino.
I was told to check my bank statements myself to calculate the loss. I have already contacted iWild Casino and attempted to reach an agreement, but my request was unanswered.
I have taken out three loans and also borrowed money privately for gambling. My financial situation and that of my family has been severely damaged as a result. I am sincerely hoping for your support and the casino's understanding.
As an attachment, I am sending you my email correspondence with the VIP manager.
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8 months ago
Dear Brandyy111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Based on the forwarded communication, I noticed that your VIP manager inquired about the reason for your account closure on January 19th. Your response indicated that you had been gambling a significant amount of money and time, even when you didn't truly want to. However, I couldn't find any explicit mention of a gambling problem communicated to the casino at any point.
Please remember that when requesting self-exclusion, it's crucial to follow these simple steps for a successful outcome:
- Send your request to the correct email address provided in the general terms and conditions of the casino.
- If you don't receive a response to your email, utilize other communication channels or send multiple emails to address your concerns.
- Clearly articulate the reasons why you're requesting self-exclusion.
If there's any additional relevant communication that could assist us in supporting your case, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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8 months ago
Translation
Hello Petronela,
I have clearly communicated the 3 points you mentioned to the casino.
- In November, the monthly loss limit of EUR 2,000.00 was sent to the casino via an online questionnaire.
- Application via email to VIP advisor for account blocking on December 21, 2023 due to excessive losses and a maximum loss of EUR 2,000.00 per month.
- Renewed application for blocking via email on January 19, 2024 to VIP supervisor
Please go to iWild Casino and request the online questionnaire from me. There you will find my information. The casino did not want to give me this questionnaire even though I had requested it several times.
Thank you
Best regards
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8 months ago
Hi Brandyy111,
I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation. Moreover, completing a questionnaire does not guarantee that your responses will be utilized to establish deposit limits. Typically, questionnaires serve informational purposes and do not function as supporting evidence.
Have you, at any point since November 2023, notified the casino of your intention to self-exclude due to gambling-related issues?
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8 months ago
Translation
Hello Petronela,
Yes, of course. An email message to the VIP from December 19th, 2023 about the request to block or close the account with the note and the comment that I was gambling way too much money and I only wanted to lose a maximum of EUR 2,000.00, but I was more than clear about it . I also referred to the questionnaire with my information on the maximum monthly loss limit.
Once again, the casino ignored my account blocking on January 21st, 2024 and only closed my account more than a month later on February 22nd, 2024.
The casino definitely knew about my gambling addiction problem and when I tried to log in to their website, the casino showed that the player had a gambling addiction. I have attached a screenshot as proof.
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8 months ago
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Hello Petronela,
I would like to send you further evidence (screenshots), which I sent to IWild Casino + the casino's partner. My request relates to the relevant and important questionnaire about me.
Back then, I approached the employees using the casino's chat function and then got these email addresses ( smm_cooperation@iwildpartners.com ) receive. In total I went there three times. There was no response. I also contacted the KYC department. Here, too, there was no response and no publication. As already mentioned, I also asked the VIP about this several times in writing.
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8 months ago
Hi Brandyy111,
I have thoroughly examined all the communications provided. Unfortunately, I couldn't find any instance where you notified the casino about your gambling problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings iWild Casino DE,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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8 months ago
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Hello Petronela,
The iWild Casino classified me as a gambling addict and closed my account after I didn't make a deposit for 3 weeks. Please see the screenshot I sent (trying to log in to the casino). Did you miss this note?
How can you - as a hopefully fair arbitrator from Casino Guru - not recognize this based on the clear email instructions and requests from me for a player ban? The casino confirms in writing the existence of my gambling addiction and you are looking for evidence that I have not informed the casino about gambling problems?
If my request to have my account blocked twice had been followed by the casino, I would not have suffered this huge loss.
I request that my complaint be reassessed. I would also like your colleague Matej to also look at and assess my case.
I have the feeling that you are clearly more on the side of a casino than on an impartial level between player and casino. Sorry if I have to write this, but I'm wondering what really needs to happen for you to realize that the player here is in the right and his gambling addiction was deliberately exploited by the casino. It would be important to know Matej's answer.
Thanks
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8 months ago
Hi Brandyy111,
I've reviewed your case with Matej per your request. Regrettably, he concurs that you didn't directly inform the casino about your gambling problem. While it's evident that you exhibited signs of a gambling problem, there wasn't a specific request for self-exclusion based on this issue.
- On another note, I'd like to inquire whether you're familiar with the questionnaire. Was it distributed to all players?
Thank you.
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8 months ago
Translation
Hello Petronela,
I informed iWild Casino about my gambling problem because my player account was blocked by the casino due to gambling addiction. The casino delayed blocking my account for a long time because I actively played a lot and lost. My gambling addiction was exploited. Only after I could no longer play due to a lack of money was my account finally blocked. I hope you understand that now.
I would like you to contact iWild Casino and confront the casino with my case. Please ask the casino for an explanation as to why my repeated written requests for account blocking and loss limitation from monthly. EUR 2,000.00 was not met immediately.
I can't tell you whether the questionnaire was also sent to other players.
I really ask for your support in my case.
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8 months ago
Thank you very much, Brandyy111, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Dear Brandyy111,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
Dear Casino Guru and Brandyy111
After conducting a comprehensive review of our entire communication history with the client, including interactions with his personal VIP manager, we have arrived at the following conclusions.
Please note that this process was time-consuming.
As a result of the proceedings, we can comment on this situation as follows.
The client has requested to close his account on multiple occasions, at various points in time.
We attempted to clarify the reason behind this decision, but the client did not mention any form of addiction in his explanations.
The client was also given the proposition to set monthly deposit limits, which the client declined.
Respectfully,
iWild Casino Representative
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7 months ago
Dear iWild Casino team,
thank you very much for your cooperation. Please, could you clarify the questionnaire mentioned by the player? Can you explain its purpose and confirm if it was sent to all players? Also, could you please forward it to my email address so we can review it for any irregularities? At this point, I can only verify your statement that, based on the evidence provided, you were clearly unaware of the player's gambling problem.
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7 months ago
Translation
Dear iWild Casino,
You claim you don't know anything about my gambling problem, but you closed my account because of gambling addiction. Here is the proof and you claim the opposite. When I asked the VIP manager, I wrote that I had already played too many games and lost too much money. Despite this, he did not close or restrict my account.
This maximum loss amount of EUR 2,000.00 was already known to iWild Casino shortly after I registered based on the questionnaire.
This behavior from the casino and the VIP manager is not right and the situation was deliberately exploited to my detriment.
I have provided you with so much evidence and proof via screenshots and emails and expect a fair treatment and evaluation of my concerns.
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7 months ago
Dear Casino Guru and Brandyy111
The questionnaire was selectively distributed to a particular subset of our customer base, targeting those whose insights were deemed particularly valuable for assessing our overall performance.
Its primary objective was to gather comprehensive feedback regarding our services and operations.
We sent the questionnaire to the Guru's email.
Respectfully,
iWild Casino Representative
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7 months ago
Translation
Dear iWild Casino,
I never received this important questionnaire upon my request, although I contacted my VIP Manager twice.
I also asked for this questionnaire via live chat. I was then asked to send an email to smm_cooperation@iwildpartners.com to receive the questionnaire.
I made this request three times by email but received no response.
I also sent this request twice to player support and to KYC@iwildcasino.com and never received a response or the questionnaire. Fortunately, I still have all of my emails regarding this and the casino was aware of the problem.
In addition, the casino should react to multiple account suspensions because the player has repeatedly pointed out the maximum loss limit.
I found a very similar case at Casino Guru. Here the player fairly received compensation from the casino: Please see this complaint.
https://casinoguru-de.com/casinia-casino-the-player-demands-a-refund
I expect fair compensation from the casino for the many mistakes it has made here and would be happy with a settlement of around 60%-70% of my losses.
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6 months ago
Dear Brandyy111,
I am very sorry about the situation but I believe you are not entitled to receive the refund. Based on the evidence presented, the casino team was unaware of your gambling issue. While mentioning losing too much may suggest something, it does not clearly indicate a gambling addiction or a request to close the account due to gambling issues. Furthermore, the questionnaire you received was unrelated to responsible gambling and did not address deposit losses; it simply inquired about your preferences and typical deposit amounts. Additionally, the casino offers 24/7 live chat and support, giving you opportunity to provide clear information and make a request.
Additionally, the case you mentioned contains crucial details that are absent in your scenario. The player explicitly notified the casino about their addiction and asked for the account to be closed. Following such a clear request, the casino team is obligated to promptly close the account.
Concluding the information above I am forced to close your case as rejected. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
