The player from Austria, who had deposited and lost over 1500 Euros, was labelled a gambling addict without explanation and lost access to her account. She had communicated her issue to the Complaints Team, stating that she was unable to access her account and had not received any response to her emails. The Complaints Team had clarified that casinos had the right to restrict or close accounts if they suspected irregular play or other questionable activities. As no funds had been withheld by the casino, the Complaints Team concluded that they could not assist further and the complaint was rejected.
iWild Casino - Player tagged as a gambling addict by casino.
Amount: €1,500
iWild Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
iWild Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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10 months ago
Translation
Iwildcasino!
Suddenly claims I'm a gambling addict!
After I've deposited and lost over 1500 Euros!
This is incredibly outrageous!
I expect an explanation.
Automatic translation:
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10 months ago
Dear marioara,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Do you currently have access to your casino account? Are there any funds being held in the account?
I will be waiting for your reply patiently.
Best regards,
Kristina
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10 months ago
Translation
Hello. I don't have access to my account. There is no response to my email.
I can't chat anymore either.
I only have one cashback left in my account. It really annoys me that I was classified as a game addict.
Kind regards and thank you very much
Automatic translation:
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10 months ago
Thank you for your reply, marioara. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
If the casino paid out all the winnings and/or no active real money balance has been withheld, I’m afraid, there’s not much we can do for you. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
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10 months ago
Translation
Well, thank you very much for your effort!
GREAT that casinos are allowed to do anything!
Also with their blessings.
Automatic translation:
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10 months ago
I understand your frustration, but as I explained, the casino is allowed to close the player's account anytime for whatever reason as long as no funds are confiscated.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
