The player from Germany found his account at Iwild blocked without prior warning or consent. He requested an explanation for the closure, felt it was linked to his inquiry about the privacy statement, and was dissatisfied with the lack of response. He sought the immediate lifting of the account block and clarification on the situation. The Complaints Team informed him that casinos had the right to close accounts at their discretion and, since his account had no balance at the time of closure, no further action could be taken. As a result, he was advised to consider other trustworthy platforms for future play.
iWild Casino DE - Player’s account has been closed unexpectedly.
Closed
Our verdict
Other
Amount: ??
iWild Casino DE
Safety Index:HighCase summary
Discussion
Public
Public
9 months ago
Translation
Ladies and Gentlemen
I'm contacting you because my account at Iwild was blocked without prior warning and without my consent. I'm aware that there are measures in place to prevent gambling addiction, but I would like to emphasize that I never initiated this blocking.
I've invested significant amounts in my account over the past few months to achieve Silver status. My goal was to play responsibly and improve my gaming experience. However, I suspect the suspension is related to my recent request for a privacy statement. I simply wanted to know what losses I've incurred so far, as my account is currently significantly in the red.
To date, I haven't received a response to my email inquiry, which I find extremely unprofessional. Furthermore, I recently deposited over 600 euros, which I assumed could be used for cashback. Due to the blocking, I now lose my right to this cashback, which I find unfair.
I therefore request that you lift the block immediately and provide me with a clear explanation of the measures. I would like to be able to transparently track my account information and losses and expect a prompt response.
At one point, I even asked several times to close my account. However, I was repeatedly offered bonus money and free spins to entice me to stay. This gives the impression that they actually wanted to keep me longer rather than taking my request to close my account seriously. Therefore, I don't understand the sudden closure.
Automatic translation:
Public
Public
9 months ago
Dear lionbyt69,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, may I ask you a few questions?
- Could you please forward me the account closure requests you sent to the casino? When exactly did you send them, and how many times did you request the closure of your account? What reason did you provide for this request? You can send the documents to [email protected].
- What was the balance in your casino account at the time it was closed?
- Have you ever requested self-exclusion at this casino?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Public
9 months ago
Translation
Until my account was closed, I had no money in my account, even though I had invested a lot to achieve a certain status. Unfortunately, this status has now been lost. Furthermore, I recently deposited over €600, for which I was originally promised cashback. However, this cashback has not been credited either.
I asked for closure three or four times in total because I felt that no more profits were coming.
But the casino staff always managed to convince me to stay.
I never requested closure because I was always persuaded to stay, which is why I didn't receive an email saying I wasn't informed that the account was simply blocked from one day to the next.
I simply requested a data protection statement in order to keep my losses transparent and to have an overview which is not objectionable.
After this email my account was blocked
Best regards
Edited
Automatic translation:
Public
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8 months ago
Thank you, lionbyt69, for your response. Please understand that we are not in a position to penalize the casino for closing your account. In general, casinos reserve the right to restrict or close player accounts at their discretion, whether due to suspected irregular play, responsible gaming concerns, or other reasons, and sometimes even without providing a specific explanation. As mediators, we are only able to step in when an account is closed while holding an active real money balance that is not paid out to the player. Since your account had no balance at the time of closure, we are unable to take further action in this case.
We recommend considering other trustworthy platforms if you wish to continue playing. Thank you for your understanding.
Best regards,
Veronika
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