The player from Brazil had reported an issue with the withdrawal of R$3000 from iWild Casino. After multiple inquiries with customer service, the player's account had been unexpectedly deactivated without any explanation or payout. The player had confirmed that the account was verified and the winnings were accumulated from both a bonus and a real money deposit. Despite the account being blocked, the deposited amount had not been refunded. We had contacted iWild Casino for further clarification. Upon reviewing the evidence provided by the casino, it was concluded that the player had breached the casino's terms and conditions, indicating possible bonus abuse and multiple accounts. Therefore, the complaint had been closed as unjustified, accepting the casino's decision to block the player's account and withhold the withdrawal.
iWild Casino - Player reports confiscated winnings and account closure.
Amount: 3,000 R$
iWild Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I was completely robbed by this casino. I had a balance of R$3,000.00 and requested a withdrawal of R$2,500.00 and then another R$500.00. However, the withdrawal remained pending. I repeatedly contacted customer support and was told via email that my withdrawal was active and would be processed. Time went by, but my balance never appeared, even though I kept reaching out. Finally, they deactivated my account out of the blue, didn't give me any explanations, and didn't pay me the money that I was trying to withdraw. This is utterly absurd. That R$3,000.00 means a lot to me. Their support never clarifies anything; they don't adequately respond to emails. I really need my money! This is theft, it's not right! Pay me my money! 
Hello kaiquebet777,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWild Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Dear kaiquebet777,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
The account has been properly verified. The initial balance was a bonus. However, I then made a real balance deposit of R$100.00. The casino informed that the account was permanently blocked and the decision would not be reviewed.
Hello kaiquebet777,
Did the casino refund your deposited amount? Did you receive any explanation of the blocked account?
Dear kaiquebet777,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
The amount has not been refunded and the account remains blocked.
Thank you kaiquebet777 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello kaiquebet777 ,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite iWild Casino to join the conversation.
Dear iWild Casino,
Can you please provide more information on why was the player's withdrawal request not processed and the account closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Thank you for your email and for providing evidence, iWild Casino Team.
Dear kaiquebet777,
After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about bonus abuse and multiple accounts or close collusion/strong connections between several casino accounts that claimed the same bonus with the same promo code.
The casino acted in accordance with its terms and conditions, and we accept its decision.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we try our best to help.
Best regards,
Michal
Casino.Guru
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