iWild Casino - Player’s account has been closed due to allegations of opening multiple accounts.

Hello. I am facing an issue with iwild casino. I made a withdrawal of 800 euros, I waited and after about a week of waiting and now they tell me that I have a double account and they closed my account immediately.

I don't remember having an account in the past, and if I did, why did they let me open a new one and actually identify it because my account is identified normally apart from the deposit method from which I have sent the necessary documents.And the answer when I sent them the documents to verify the payment method was that your account has been closed.

Dear 3ellos92,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

No, there's no way anyone else has played, no one else is gambling anyway

I don't have any evidence because I didn't expect anything like this. The only thing I have are the two deposits I made with paysafe and skrill.We didn't have any conversation with the casino, the only thing I asked them was approximately when my withdrawal will be approved and they told me that first I have to set up some documents that prove the first deposit via email, as I did.

Τhis happened on friday or saturday and on monday they sent me an email and told me that there are suspicions that the account is a duplicate and that it is locked forever and that this decision cannot be changed

I forgot to mention that I sometimes play from an internet cafe where the IP address is the same, there may be another player who plays in this casino and they thought he was the same.

Please send me the email you received from the casino detailing the allegations against you from Monday. Send it to my email at tomas@casino.guru

• Regarding your gaming activity, could you please explain which games you played?
• Have you used bonuses? (such as a welcome bonus package)
• Besides the Internet cafe, have you played using devices that belonged to you exclusively? a personal computer or a mobile phone?

I do not have any email from the casino.They told me that they would refund me 95 euros and to give them the details of the bank account, I agreed with this and sent them, I hope that

Give them to me. So it's better to settle for 95 euros than not getting anything.

Dear 3ellos92,

If you don't wish to pursue the complaint we'll respect your decision.

Could you please confirm the casino processed your refund yet?

I'll await your reply.

Dear 3ellos92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.