iWild Casino - Player’s requesting a full deposit refund.

Hello Casino.Guru

Im self-excluded from the whole Altacore-group platform, but iWildcasino decided to let me register, deposit and play. The site even blocked me after first deposit, but the chat-operator had no problems to re-open my account and let me play further. After my looses I contacted the chat again telling them about the issue, but they denied everything telling me that they were an independent site. I know for 100% sure that im self excluded from all Altacore N/V sites, but it seems like the chat-operator wouldnt believe me. Im asking for a refund of 180 euro.

Dear flowplowlow,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section of the iWildCasino, and this is what I found (here):

"Responsible Gaming

We at iWildCasino believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at iWildCasino, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts.

...

If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@iwildcasino.com and ask to terminate your iWildCasino account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous, GamCare, Gambling Therapy."

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites, especially if casinos operate under Curaçao License. Could you please advise if you have requested a self-exclusion from iWildCasino directly?

Looking forward to hearing from you.

Best regards,

Petronela

Dear flowplowlow,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.