iWild Casino - Player’s account at the casino is closed.

Hello

I joined iWild Casino in May 2024, and recently I deposited €1000 to claim a Christmas Calendar bonus they had on offer for €1500. The bonus was added to my account, but I chose not to activate it right away (the site allows you to chose).

I played with my cash only and hadn't activated the bonus. I won a lot playing roulette and blackjack, and had withdrawn around 7/8 lots of €500 before my account was locked without any explanation. When I try to log in I'm given a popup that says the casino administration have suspended my account.

I've tried to reach out a few times but to no avail. There is still €3100 in my account, generated solely by cash bets and without the use of any bonus funds.

Your help in retrieving my winnings would be most appreciated, as I note they have a high trust value with yourselves - one of my key reasons for joining them in the first place. I would also like to note that their sister site Snatch Casino have done the exact same thing to me, and I have opened a complaint there. I note there are no terms prohibiting me from holding an account with both casinos.

Kind regards

Johnny

Hello johnnersmys,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch 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?
• Can you please explain how is it possible to "activate" the bonus later if you have claimed it already?
• When was the last time you spoke to the casino and what was it about?
• Did they give you any explanation regarding their decision?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.