The player from Japan had his account deactivated after a security check had indicated a violation of rules. The casino had accused him of using strategies while playing with an active bonus, an act that was deemed as bonus abuse, and as such, all the player's winnings had been nullified. The player had claimed that he did not breach any rules and was merely utilizing the welcome offer. We had contacted the casino for clarification and they had decided to reinstate the sum of 790€ to the player's account balance. However, the player had faced difficulties accessing his account. The casino had confirmed that the player's account was reopened and the funds had been credited. The player had then been required to complete a KYC-verification before withdrawals could be processed. The player had confirmed that he was able to access his account and had completed the verification process. He then applied for a withdrawal and confirmed receipt of the funds. The issue was successfully resolved.
iWild Casino - Player’s account was closed.
Amount: €790
iWild Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Dear easygoinglife0125,
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 confirm that you didn't breach these rules? Do I understand correctly that you activated the welcome offer?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
thank you for your reply.
I also checked the terms of use.
I was taking advantage of the welcome offer and playing the games that were available to play.
I sent an email asking questions regarding the strategy, but there was no response from the casino, and even after sending an email, there was no reply.
Thank you very much, easygoinglife0125, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.
I understand.
Thank you very much for your support.
Hello easygoinglife0125,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite iWild Casino to join the conversation and participate in the resolution of this complaint.
Dear iWild Casino,
Can you please provide a more specific explanation for blocking the player's account and confiscating their funds?
Kind regards,
Adam
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 and easygoinglife0125.
Following a thorough review of the game history, our analysis aligns with Guru's assessment.
Therefore, we have decided to reinstate the sum of 790€ to the player's account balance.
This decision ensures fairness and transparency in our operations, reflecting our commitment to providing a positive gaming experience.
Furthermore, we affirm the player's entitlement to exercise their right to request a withdrawal, granting them full access to manage their account accordingly.
Respectfully,
iWild Casino Representative
Thank you for your reply, iwildcasino.
I tried logging in to access my account, but I was unable to access it.
Why is this?
Thank you for your response, iWild Casino.
Can you please confirm if the player is now able to access the account and make a withdrawal, or continue to play?
Kind regards,
Adam
Dear Casino Guru,
The client's account has been opened and funds have been credited to the account.
Now we are waiting for the client to complete the KYC-verification, after which the withdrawals will be processed.
Respectfully,
iWild Casino Representative
Thank you for the update, iWild Casino.
Dear easygoinglife0125,
Please let me know when you have submitted the required documentation and completed the verification.
Kind regards,
Adam
You can now log in to your account.
Also, since the identity verification has been completed, I am now waiting for the withdrawal.
Thank you for the additional information, easygoinglife0125.
Please let me know when you have received the withdrawal, and the matter can be considered resolved.
Kind regards,
Adam
I've got it.
We will contact you as soon as we receive your withdrawal.
I was not aware that my application for January had been cancelled, so I applied for a withdrawal yesterday.
I think the money will be withdrawn within a few days, and I will report here as soon as the money arrives.
I have just completed the withdrawal application and the money has been deposited into my account.
We would like to thank the casino and casino guru for their courteous responses.
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, easygoinglife0125, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
