iWild Casino - Player’s deposit seemed to be lost.

 I have a not so pleasent experience the last days. Two days ago i deposited 40€ via Rapid Transfer. Money is Still not in my account. I contacted the support several times. I only was told to wait. No one seemed to make an effort. Do i contacted skrill directly, they told me iwild has the money already and can contact them with the reference number. I told the support and also send proof of the mails and the bank statement. But no one has done anything. I am very disappointed right now.  

Dear Jasmyra,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind as forward any relevant communication between you and the payment provider (Skrill) to kristina.s@casino.guru? Alternatively, you can post it here. Additionally, please forward me all the communication between you and the casino.

Thank you in advance for your reply.

Best regards,

Kristina

Hello, i was on a call with skrill. So i have no mail from them. But i have the first mail where you can see that the Transaktion was complete. Since these are sensitive information i will send you the documents via mail.

So, i now got on a call with skrill again. Same answer money is already in the account of iwild. They now opend a case and try to get in touch also with iwild. They are also not happy, because it is the procedere that the merchant should contact skrill with the transaction number to solve such issues within minutes. Skrill Ticketnumber is #28934429

Thank you very much, Jasmyra, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi Jasmyra,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite iWildcasino to the conversation to participate in the resolution of this complaint.

Thank you very much. It is now over a week and the money is still missing. I am very dissapointed.

Dear Jasmyra,

Can you please email the details of this transaction to:

alexandr@iwildpartners.com

We would like to receive a receipt for this payment or any proof that the funds have been debited from your account and sent to us.

Hello, iwild i did this already last week directly to your customer service. But i will provide this again to you.

After i deposited again, the missing amount was also added to my account. I like to add, that i am not happy the way the casino handled the situation and how long it took. I would appreciate if there was some kind of goodwill from the casino. But the case can now be closed.

Hi all,

Thank you for your replies.

Dear Jasmyra,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter