The player from Portugal reports that his account at I Wild Casino was closed after he attempted to withdraw his winnings of over €400, which were confiscated due to alleged multiple accounts. He asserts that he has never had such an issue before and seeks to prove his legitimacy as a player.
iWild Casino - Player's account has been closed and winnings confiscated.
Amount: €420
iWild Casino
Safety Index:Very highSafety Index
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9.3
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Waiting for Casino Guru to reply
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Case summary
20 hours ago
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Public
1 week ago
Translation
Dear CASINO GURU,
I would like to thank you in advance for your work.
I would like to ask for your help to solve the problem with this casino. Whenever I start a journey, whatever the casino, my first step is to check the account before depositing. At i wild casino, it was no different. The first time I deposited, (with a fully verified account) I made a deposit of €20 but ended up losing everything. On the second deposit of €20, WHICH I DIDN'T USE ANY BONUSES ON, I got over €400. I tried to make a withdrawal and that's when it all started. The casino didn't accept my winnings, confiscated my entire balance and then closed my account claiming multiple accounts, something that is TOTALLY FALSE. Since that day, the casino has not communicated with me and I have no access to my account. I have proof of everything. I live in Portugal, a small country with many rural areas, it's not my fault that the operator provides the same IP to several users. I've been a legitimate player for several years and I've never had this kind of problem.
I want to prove to I WILD CASINO that I am a verified and completely fair player.
Best regards,
Romarico ****
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
Dear Romsilva,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you registered your account in January 2025?
- When did you complete verification in the casino, and which documents did you submit?
- Is there any chance that someone using your IP address or living close to you opened another account in the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 week ago
Translation
Dear Tomás,
- I'm not sure what day I created the account and as I don't have access to it, I can't tell you the right day. My first deposit was on 24/01/2025.
- The documents I presented to the casino were: ID card, proof of residence and bank statement. I can't find out the verification date.
- I'm sure that my gaming sessions took place at home, on my fixed IP, but it's likely that I connected via mobile data. (I don't know if anyone close to me registered at the casino.
Sincerely,
Tomás.
Automatic translation:
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20 hours ago
Thank you very much, Romsilva, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Casino Guru is examining the case
