iWild Casino - Player’s account has been closed and winnings have been confiscated.

Hello,

I opened an account at this casino on 2nd July.

I made deposit twice. I lost all funds from first deposit (real+bonus) but after my second deposit - without any bonus - I won PLN 5,400.

I played ONLY on slots.

I sent all required documents to verify my account and then I requested a witdrawal.

After about 48 hours I tried to log into my account but this message occure:

"The user has been disabled by the administrator, go to Live Chat or email support@snatchcasino.com".

I was not given any reason for this decision in Live Chat, I was advised to write an e-mail. Correspondence is attached.

I believe that my account was wrongly closed and my winnings should not have been confiscated. If they want to disable my account without any reason than they should let me witdraw all my money before that.

I am asking for help in solving this dispute.

Best regards,

Katarzyna

Dear KateZby,

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. 

• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

As I said before - I played only on slots. Few providers and games.

I attached an e-mail comunication in first message but I didn't see it here, so I will send it to you email.

Thank you very much, KateZby, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello KateZby,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an iWild Casino representative to join this conversation and participate in resolving this complaint.

Dear iWild Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Dear Casino Guru and KateZby!

We appreciate your patience and understanding regarding this issue.

We need more time to investigate the issue.

Please be assured, we are working diligently on this and will update you as soon as possible.

Best regards,

iWild Casino

Dear iWild Casino,

Thank you for the response and the information provided.

Let us know as soon as you have any update regarding the matter.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru.

We have sent all the necessary information to your email.

Kindly review it at your convenience.

Best regards,

iWild Casino

Thank you for your email with information and supporting evidence, iWild Casino.

Dear KateZby,

After a careful review of the information and evidence provided by the casino team, I am afraid I am no longer able to pursue this case.

Although we don't consider certain strategies as unfair, and strictly technically speaking, every gameplay can be viewed as a strategy, by reviewing your gameplay, it was discovered you used a so-called delayed round strategy, that gave you an unfair advantage. Such actions are strictly prohibited in all reputable casinos.

The casino has this mentioned in it's Bonus Terms:

12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. The casino team acted within its established rule you have agreed to when creating your account.

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 and we will try our best to help.

Kind regards,

Stefan, Casino.Guru