The player from Austria had his account locked after requesting a payout of 400 Euros three times following a win of 3700 Euros. It had been 10 days without a response from KYC regarding the situation. The Complaints Team found that the casino closed the account due to multiple chargebacks associated with the player's banking history. As chargebacks were viewed as potential fraud by online casinos, the complaint was rejected based on this rationale.
iWild Casino - Player's account has been closed after payout request.
Amount: €3,700
iWild Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
I have been playing for several months. After my first win of 3700 Euros and requesting a payout of 400 Euros three times, my account was locked. It has been 10 days now and I haven't received any response from KYC.
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1 month ago
Dear Rod777,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please advise if you passed the KYC verification? When exactly did you submit your identity documents to the casino for verification?
Have you accumulated your winnings with or without an active bonus?
Have you received any email or some other explanation after your account was blocked? Have you contacted support to find out why the casino has locked your account?
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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1 month ago
Translation
Hello,
My account was verified using an ID document about 2 months ago. However, I did not have any verification regarding my bank account.
All winnings were achieved without bonuses. I have not received an explanation for the account being blocked. The support always refers to . But KYC doesn't respond.
greeting
Rod777
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1 month ago
Iam blocked after I tried to withdraw a few thousands for the first time
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4 weeks ago
Thank you for providing the screenshot. The casino has indicated that your account was closed due to a chargeback.
Could you please confirm whether you have ever requested a chargeback with your bank for deposits made to this or any other online casino?
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4 weeks ago
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As far as I know, a chargeback is not possible with Paysafe, credit card or Sofortüberweisung. I have not requested anything.
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3 weeks ago
Has the casino specified when exactly did the alleged chargebacks take place?
Could you please inform me when exactly you registered your account at iWild Casino and how many deposits you made?
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3 weeks ago
Translation
I have published the casino's reason for closing the account here. The closure of an account with a balance of €3700 is justified with a single word: Chargeback. The casino did not provide any information about the amount of the chargeback or the specific time.
Do you need the exact date of registration? It was around May/June. Do you also need the exact number of deposits? Certainly over 40.
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3 weeks ago
Please forward me your bank statements starting from the date you opened your iWild Casino account and started depositing up to today. My email address is veronika.l@casino.guru. Thank you for your cooperation.
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3 weeks ago
Dear Rod777,
Thank you for the email.
Unfortunately, your bank statement shows several chargebacks made by you. As you can see in the following screenshots:
Please understand that online casinos consider a chargeback as a fraud because, from their perspective, it means a player is asking to reverse a payment that was already agreed upon and used. Even if you didn’t request a chargeback for a deposit with this specific casino, many casinos share information about players. If they see a chargeback on your account with another casino, they might assume you're a high risk, thinking you might do the same with them. To protect themselves, casinos often treat any chargeback history as potential fraud, even if it wasn’t related to their site.
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.
