The player from Sweden had requested to close her account multiple times through chat and email, but the casino did not comply. She suspected game manipulation and low RTP, questioning the casino's integrity. The issue was resolved when the casino finally closed her account after her repeated requests. We acknowledged the resolution and appreciated her cooperation.
iWild Casino - Player's request to close account has been ignored.
Amount: ??
iWild Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Hi! I have tried to close my account both from the chat and trough email and the wont block it. The games feels like they are manipulated and the rtp on this casino in worthless. Feels like this casino is a a scam but you gave them high grades but really shouldn't they close the side when you as a player asking for it????
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1 month ago
Dear shine0909,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please allow me to ask you a few questions to clarify the situation.
Could you please explain why you wish to close your account? Is it simply because you are dissatisfied with the casino website, or do you wish to be self-excluded due to gambling problems?
I have checked the Terms and Conditions and this is what I found:
TERMINATION OF THE TERMS OF USE CLOSURE AND TERMINATION BY YOU
14.1. If there is no debt to us or any other Third side, you can close Your Account and terminate the Terms of Use on not less than twenty four hours’ notice to us at any time. You can contact our Customer Services Department - support@iwildcasino.com for noticing us about your decision.
14.1.1. In request for closure of the account you may mention:
- the objective of your request (closure of the account);
- the reason of your decision (in particular if you are going to close your account because of concerns over the level of Your use of the Services. We will reply to your request after getting it. There will be a confirmation of closure of the account and the date, when this closure will be effective. Account Holder, for his part, commits to continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms of Use shall terminate).
14.2. Any outstanding balance in your Account will be returned to you after your requesting of account closure. You will get back your funds from account, if there is no debt to us or any other Third side (debt, related to your account).
Have you contacted customer support via the abovementioned email with your account closure request?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello! I have done all of the above, asked them to close it repeatedly, but instead they come with cahback and freespins incredibly unserious.
Automatic translation:
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1 month ago
Thank you for your reply.
However, you still have not answered my question about the reason for wanting to close your account. This information is vital for us, as we can only assist players who are seeking account closure due to gambling addiction.
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1 month ago
Dear shine0909,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
