iWild Casino - Player’s winnings have been cancelled.

Registered iWild casino on 22.08.2022 and did total 3 deposits by cryptocurrency 1000 USDT each having my casino account in EUR go 2999.48 EUR to my account

I had only 2 gaming sessions on 22.08.2022 and 23.08.2022 later when tried to login to casino same day on 23.08.2022 I got a message that my account is blocked due to 'gambling addiction'. I clarified via online chat support what kinf problem I have and they redirected me to email support. On 24.08.2022 got a responce stating my account blocked and all funds and winnings seized and they only return my my lasy deposit of 1000 EUR minus fee of 15% so I got only 848 usdt to my cryptowallet out of 4254 EUR left on my account (see scrennshot).

Here is the only casino answer on the matter:

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Risk Department of the IWildCasino has conducted a detailed review of your CHARLIE login. Your account CHARLIE - did not pass the casino security check.

When checking your game session, a violation of the project rules was detected, namely: 13.1. Regarding to the company and during the usage of services, provided by , users are prohibited from: - using unfair advantages (the usage of analysis systems aimed at forecasting of game results or influencing on it);

 According to the detected violation of the project rules, your balance has been canceled and your account has been closed.

 In accordance with paragraph 7.6 of the rules: (7.6. In case of violation of the rules of the project, the casino administration can return the deposits to the player with the deduction of administrative commission up to 15%, depending on the player's payment method).

It was decided to return the amount of your last deposit (minus the administrative fee of 15%).

According to the rules of the project, you are prohibited from playing on this site. The Casino is not responsible for the opening of a new account by you and any losses that you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

This decision is final and not subject to revision.

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I didn't used any kind of "unfair advantage" during the game. This is the old story but only card counting was used and it's quite clear is 100% LEGAL and FAIR. So this is the act of robbery from iWild casino. I claim to be paid in full including all my deposits and winnings in the total amount of 4254 EUR (partialy paid in the amount of 848 usdt ONLY).

PS. This is really a frustrating thing about your project that you put such kind of garbage and croocked casinos on the top of the list. How can casinos like this be of 'perfect reputation'. Is this a joke? This is your site's responsibility - I registered this casino because of your advice. Please read carefully real players reviews - they are not happy at all.

Dear novi4ok,

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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the iWildcasino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear novi4ok,

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.

Hello,

No, I never asked for my account to be closed or suggested a gambling problem with iwild. I never had self-exclusion in any casino including offline. I think this is standard form of giving a ban to player. They confirmed this have nothing in common with gambling problem. As they stated 'I did not pass the casino security check'. All the relevant communication I presented in my first message, I repeat it here. Unfortunately I don't have any other responces from casino.

Casino comment:

Risk Department of the IWildCasino has conducted a detailed review of your CHARLIE login. Your account CHARLIE - did not pass the casino security check.

When checking your game session, a violation of the project rules was detected, namely: 13.1. Regarding to the company and during the usage of services, provided by , users are prohibited from: - using unfair advantages (the usage of analysis systems aimed at forecasting of game results or influencing on it);

 According to the detected violation of the project rules, your balance has been canceled and your account has been closed.

 In accordance with paragraph 7.6 of the rules: (7.6. In case of violation of the rules of the project, the casino administration can return the deposits to the player with the deduction of administrative commission up to 15%, depending on the player's payment method).

It was decided to return the amount of your last deposit (minus the administrative fee of 15%).

According to the rules of the project, you are prohibited from playing on this site. The Casino is not responsible for the opening of a new account by you and any losses that you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

This decision is final and not subject to revision.

Thank you very much, novi4ok, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello novi4ok,

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 specify the reason for the cancellation of the player's balance and the closure of their account?

Kind regards,

Adam

Dear novi4ok,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask iWild 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Hello, Adam.

Thank you for your answer. Unfortunately there is no any development as casino answer was quite straightforward stating that 'This decision is final and not subject to revision'. I got no any further messages from casino on the matter. Makes no sense to discuss in private. So I decided to open this case to discuss in public but as you can see casino ignores. The situation for now is exactly as was described in my starting post.

Regards

Hello everyone!

We inform you that the player's account has been closed for the right reason. And the decision cannot be changed.

During the session, the player counted cards and made bets only at the moment when there were favorable moments for winning. That is, he calculated the increased winning percentage by counting. This moment is a violation.

The Risk department after a thorough check of the game account decided to close it. The player returned the last deposit. The winnings are not returned to the player.

All rules and consequences of violation of these rules are described in the regulations of our product.

We wish novi4ok a fair game! 

Sincerely,

iWildCasino

'Card counting' is a fair game - this is out of discussion. This is not violation and is a nature of blackjack game. I haven't used or done anything that violates the rules. Casino rating shall be ajusted in accordance to their statement. I hope Casino Guru have right opinion on that.

Dear iWildCasino,

Thank you for your response. I looked at the terms and conditions of the casino, but I could not see anything that mentions specifically that card counting is prohibited.

We do not consider card counting as a sufficient reason for the confiscation of winnings, in accordance with our fair gambling policies.

By counting cards, the player has not interfered with the game’s fair randomness in any way. Each of the remaining cards in the deck had the same probability of being the next one to be dealt. The player didn’t know which card was going to come next. All the player did was bet more when the current RTP of the game was higher, in an attempt to maximize their long-term expected value. It’s only logical that players want to maximize their winnings.

We do not believe it is fair to confiscate the winnings from a player for purposely playing a game with a higher RTP, especially if these games are available to play in the casino. Also, it would be easy to implement ways to prevent such opportunities, such as shuffling the cards more often.

If the casino decides to close a player's account for card counting, that is entirely at their discretion, but we feel any winnings should also be paid.

Kind regards,

Adam

Hello, novi4ok and Adam!

We have once again examined the client's complaint in detail, and we want to clarify.

Let's go through it in order:

1. In his message, the client admits to counting cards and does not deny it: "This is the old story, but only card counting was used, and it's quite clear is 100% LEGAL and FAIR."

Concerning the client's statement that it is acceptable, we advise the client to read the rules of the game in which he intends to employ the strategy, in this case, "card counting."

2. The use of this game strategy is prohibited by casino and provider regulations. It is strictly prohibited in both land-based and online casinos, particularly card counting.

We understand that shuffle machines solve this problem and eliminate practises like card counting, but in this case, you must contact the game provider and make claims to them that they should, as you say, "shuffle cards more frequently" or take other actions, so such cases do not happen. You were met with a clear refusal because they have their own set of rules.

So, theoretically, you can go to any online or land-based casino and complain that it does not work properly, that the cards should be shuffled more frequently so that the client cannot keep track.

3. The project cannot influence or impose any restrictions; it is entirely up to the client whether he wishes to play fairly or employ strategies and fraudulent practices.

According to our policies, specifically clause 7.6, the client was issued a refund for violating our terms and conditions.

As previously stated, this issue is closed and will not be reviewed by us, the client is prohibited from playing on our casino site, and the client has been blacklisted as a scammer.

At the client's request, he may apply to the licencing authority, in which case we will be forced to gather a complete package of documents and evidence from our end and provide it to the regulator, where we will once again prove the client's fraudulent actions.

Best regards,

iWildCasino

All I can say is every player in casino uses 'strategy'. EVERY. So this just of no sense to accuse anyone in using 'strategy'.

As for 'card counting' all I can say is that any casino that calls this activity is the 'fraud' shall be on ALERT list and cannot be offered to players by such a reputable site as Casino.Guru

'Card counting' shall be clearly announced on the T&C as 'prohibited' otherwise any withholding of the player's balance is illegal.

The fact that even my deposits were not returned in full (total 3000USDT) makes this casino 'fraudulent'.

Dear iWild Casino,

Thank you for your reply and for your explanation.

Unfortunately, we disagree with the casino's decision and consider it to be against our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns). 

While I can appreciate the casino's point of view, we do not consider card counting to be fraudulent, as the player is playing the game as it has been offered. Although they have been able to make bets with an RTP higher than 100%, we do not feel that responsibility for game characteristics such as RTP should lie with the player.

We would therefore like to ask the casino if perhaps they might reconsider this case.

Kind regards,

Adam

Dear Casino Guru,

We appreciate your experience and knowledge of the regulations governing all providers and suppliers of gaming software, but we disagree with you in this case, as we will explain below.

1. Each project has its own set of rules, which the client agrees to upon registration. And failing to understand the project regulations does not absolve the client of the responsibility to follow them.

2. Each slot provider has its own set of rules, which vary depending on the service offered, such as slots, live games, or table games.

RTP regulation in slots is always more straightforward. Still, when we consider Live games, especially card games (as an example of BJ), everything is relative here because a client can make 12 bets in a row and be lucky and win 12 times in a row, but maybe 12 lose once in a row, and it's difficult to talk about RTP here, it's a matter of chance.

But in this case, when a client deliberately counts cards in BJ and bets only when the value of "10" or "A" in the "pictures" box is many times higher than all other cards, the player has a clear advantage, which is referred to as fraud.

Only when the deck is "hot" does a client bet.

We understand that the client has studied many strategies, and this is one of far from the most recent but the simplest, and it is prohibited in any casino and game provider; such clients are always closely monitored, and if the client believes that it´ s easy money and they can get away with it, unfortunately, it is not going to happen on our project.

We want to emphasize that even in a real casino (land-based), clients who do not play at the BJ table are not permitted to stand and watch the table, and if they are suspected of card counting, the consequences can be severe, and we strongly advise anyone against it.

The game provider confirmed that the client's winnings were not legitimate.

According to the project regulations, the client's deposit, which he used for fraudulent activities, was returned to him.

At his discretion, the client may file a complaint with the regulatory body, detailing everything he did and how he placed bets.

We are always in favour of fair play and will gladly pay out any winnings to the client, but only if they were obtained legally and legitimately.

Best regards,

iWildCasino

Please do not confuse land-based offline casinos with crooked online ones. For 10 years of my offline gambling experience every single cash-chip was converted into cash money at cash-desk. That's the main point and the main difference between offline and online where curacao licence costs less than toilette paper. And I'm not talking about 'reputation'. Nothing more here to discuss about.

Please close the case in accordance to Fair Gambling Codex

Dear all,

Please accept my apologies for my delay in responding. We have discussed this case further internally, and unfortunately, we still do not agree with the decision of the casino in this matter.

We do not consider the use of card counting to be fraudulent. While we appreciate that the casino is within its rights to prevent a player from playing further if they detect card counting, we do not believe the winnings should be confiscated, for the reasons already mentioned above.

As it seems that we will not reach a mutual agreement on this case, it will be closed as 'unresolved'.

Dear novi4ok,

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

Should you wish to submit a complaint to the regulatory body, I recommend that you contact the Curacao Gaming Authority here: certria@gaminglicences.com. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I am sorry I could not be of more help.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear novi4ok,

The casino has informed me that upon further evaluation of your case they have made the decision that your account is to remain blocked but that your winnings will be paid to you on this occasion.

Dear iWild Casino,

Can you please provide further details regarding how the player should proceed?

Kind regards,

Adam

Thank you Adam.

Dear novi4ok,

As Adam said above, we are ready to return your winnings to your account and withdraw it to your wallet. You are not allowed to play with these funds, you can only withdraw them.

After that, your account will be permanently blocked.

Please write in this thread if you agree with this decision and we will implement it.

Hello, thank you for your message,

The total deposit was 3000 usd (3 times 1000 usd). At the time of account blocking remainig balance was 4254.42 usd.

You have sent me back 1000 usd, deducting the administrative fee 15%, so I got only 850. Anyway remaing balance shall be at least 3254.42 if you keep the fee. 

Please clarify the remaining amount and if any fee will be applied for withdrawal? Will you unblock my account and must order withdrawal by myself?

Regards

We will unblock your account on our own, immediately after your consent.

The amount of 3254.42 EUR will be credited to your balance.

You will need to make a withdrawal request.

We will confirm it and withdraw the funds to you, after which we will close the account again.

We will not charge any additional fees, except for those required by the payment system you have chosen.

All right, I agree to this way of resolving the case.

Hello all,

Thank you for your responses.

Dear novi4ok,

Please keep us updated and let us know when you have received the payment.

Kind regards,

Adam

Hello dear friends.

The player's account has been opened, the balance has been replenished, the email has been sent to the player.

We are waiting for a withdrawal request.

Thank you for the update, iWild Casino.

Dear novi4ok,

Have you now requested the withdrawal?

Kind regards,

Adam

There were some issues with access to my account but finally I was able to login today. The maximum amount available for withdrawal is 400 EUR (the account nominated in EUR to my surprise). To withdraw 3254 EUR I need 9 transactions 9 days in a row? Or is there a way to perform it at once?

Thank you for the update, novi4ok.

Dear iWild Casino,

Are you able to advise if the player is able to withdraw the entire sum in a single transaction?

Kind regards,

Adam

Hello friends, player needs to create 9 withdrawal requests on the full amount and we will process them immediately, at one moment.

Thank you for the additional information, iWild Casino.

Dear novi4ok,

Please keep us updated on your progress.

Kind regards,

Adam

Dear friends,

funds withdrawn, account closed.

I confirm receival all the funds from my account.

Thank you for cooperation!

Thank you for your assistance and understanding, iWild Casino.

Dear novi4ok,

I'm glad to hear that your issue has been resolved and your payment has been received. 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. We are here to help.

Kind regards,

Adam