iWild Casino - Player’s account has been closed after winning.

Hello, I received a bonus from the casino and started playing with it. I completed the bonus requirements and continued playing for fun. Then, I won 15,000 euros, and my account was automatically blocked. I contacted live chat support, but they gave me unclear responses, and then they told me to send emails to support. I have already sent more than five emails and never received a response. They automatically blocked my account when I reached 15,000 euros. This casino is a scam, and I don't recommend it to anyone.

Dear Player6390268,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which bonus did you play with? If possible, please post a link or promo code you used to activate here in this thread.
• Did you pass the KYC verification before you lost access to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Bonus sweet bonanza FS50GURU

Rabbit fortune , tiger fortune

I sent it and they didn't check it

By the way, I have a printout of my winnings.

Only the printout shows 13,000, but in the meantime I've been playing and I've made almost 18,000,

They blocked my account out of the blue, then they made it up saying that I tried to log in too many times, knowing that I never logged out and I also had the account saved on my phone

Thank you very much for your reply, Player6390268. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I've already sent a letter explaining the situation and I'm waiting for a reply

Based on your email I understand that the casino accused you of opening multiple accounts. You also said that it may be because your relatives also have accounts at this casino. I have a few additional questions:

• When did you create your account at this and whose account was created first?
• Have any of your relatives passed the verification?
• Do they usually play with bonuses?

Thank you.

The first person to create an account at this casino was my father, we played with the bonus, only my girlfriend deposited €20 and won and I couldn't withdraw either, but it passed the verification, so why didn't the casino block the other accounts? But did it bother to block the account I made more than 15 thousand? Well, I've seen that I won't be able to recover the account....

Could you please advise if you've ever played from the same device?

Yes on the same Samsung s10+ device

I just wanted my account, I already thought it was strange when I asked to verify my account and it gave me an error, in the meantime only my girlfriend was able to verify, neither I nor my family were able to, as soon as I got a good bank they blocked the account but my father's and my family's account were not blocked so much that they didn't even want to deposit,

I just wanted the account if only to play since I can't even withdraw, but the casino took advantage of my IP and saw that I'm Portuguese and that they were illegal, I'm a singer and I sponsor casinos no one has done to me what iwild casino did to me they blocked my account" I already knew that they would find a way not to pay me, I just want there to be no people who fall into this casino like I did

I apologize, but if you and another family member(s) used the same device to access your casino accounts we won't be able to assist you, even if it was occasionally. Please understand that we try to assist players who play from the same household using their own devices but if one is used, it is very difficult to distinguish who's accessing which account and most casinos automatically block such players.

I understand that this is not what you wanted to hear, but you breached one of the main rules of online gambling and we aren't able to proceed further.

You can always try contacting the licensing authority if you disagree with us, but I don't think their opinion will be different.

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.