The player from Austria cannot access his casino account and seeks to reclaim all deposits minus the paid winnings, since the casino is not licensed in Austria. Since we do not deal with licensing issues, we rejected the complaint.
iWild Casino - Player’s account has been blocked.
Amount: €6,000
iWild Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
Translation
The casino does not have an Austrian gambling license the support does not answer my email either I have various receipts for my deposits the account is now blocked I can no longer access it, but before it was blocked I collected evidence of everything so that the deposits can be documented in total it is about an amount of around 6000€. As already mentioned, iwild Casino has a gambling license from Curacao which is not valid in Austria. Since in Austria only one platform may legally offer gambling which is (win2day). Therefore, I reclaim all deposits minus paid winnings which amount to exactly €800. All receipts are uploaded under Attachments. There can be no valid legal contract between Casino iwild and the customer because, as I said, there is no legal and valid license. iwild Casino support is not responding so I'm filing a complaint. Since I can upload a maximum of 5 attachments, i.e. pictures, please contact me with a way of sending the remaining pictures and proofs as I cannot upload everything I have here because there are 24 photos in total that I can submit. Thanks very much.
Automatic translation:
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9 months ago
Dear Noel1337,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Could you please specify in more detail why the casino blocked your account?
Do I understand correctly that you have passed the KYC verification?
Please forward any relevant communication between you and customer support regarding the closure of your account to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Translation
Dear Veronika, thank you for the quick reply, I sent you a total of 3 emails with evidence. Thanks very much.
Best regards
RS
Edited by a Casino Guru admin
Automatic translation:
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9 months ago
Thank you for your emails.
Do I understand correctly that your account was closed due to a gambling problem?
Have you made a request in the live chat that you wish to be self-excluded due to addiction?
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9 months ago
Translation
No I didn't, I just asked in live chat for a refund of my deposits. That's my point too, I want to get my deposits back from iWild
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9 months ago
Translation
There is no chat log because I only made the request in live chat, there was only one answer which pointed out that I should contact support@iwildcasino.com. I did but have not received an answer to this day even though I sent several emails to them. I then also wrote to kyc@iwildcasino there I also didn't get an answer until today. I want my money back and I have every right to do so as iwildcasino does not have a valid license for Austria. Please help me.
Automatic translation:
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9 months ago
Please forward the emails you sent to customer support as well as the KYC department to veronika.l@casino.guru.
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9 months ago
Thank you for your email, Noel1337.
I'm sorry but as I already mentioned before, we at Casino Guru do not deal with complaints related to licensing regulations and policies. Moreover, since you have not requested for your account to be closed due to gambling addiction, you are not eligible for deposit refunds.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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