The player's request to close his account was ignored by the casino, which led to money loss. The case was successfully resolved, and the player got refund.
iWild Casino - The player's request to close his account was ignored.
Amount: €778
iWild Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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2 years ago
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Ladies and Gentlemen
I asked the casino on 07/08/22 in the chat to block my account and again via e-mail on 07/08/22.
However, this was not done. As a result, I kept playing and lost another €778. These must be reimbursed. I'm addicted to gambling and they didn't help me here. (Unfortunately, a file can be uploaded as an attachment)
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2 years ago
Hello eurogalaxy85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWildcasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you have mentioned that you have gambling addiction to the casino? How long after your request did you lose your money? Is your account currently still active?
Please forward the request sent to the casino and any additional proof to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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2 years ago
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The account is currently still active. I have told the casino via chat and email that I am addicted to gambling.
1 day passed after the next deposit. I will send you the proof of this via email to nikolas.b@casino.guru
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2 years ago
Hello eurogalaxy85,
Before we would get in touch with the casino, could you please forward the self exclusion request with the receiver e-mail visible (the casino's e-mail)
Thanks in advance.
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2 years ago
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Hi,
just forwarded the mail to nikolas.b@casino.guru.
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2 years ago
Thank you eurogalaxy85 for the e-mail. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi eurogalaxy85,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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2 years ago
Hello.
We are always ready to support the player if he wants to block his account. But, unfortunately, we did not receive a request from you. We are sure that if we received a letter from you, we would immediately block your account.
Now you need to duplicate your request to close your account to the support mail.
As soon as they receive it, the account will be closed.
We also want to remind you that all transactions that were made before the account was closed are not subject to a refund. That is, you will not be able to get your money back. This information is specified in the rules of our casino.
Based on your problem, we want to say that it is better for you not to make deposits. And you should wait for the account to be blocked.
Thanks for understanding,
iWildCasino
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2 years ago
Hi eurogalaxy85,
may I kindly ask you to forward me the same screenshot, but with a visible part of the address where you sent it? I do trust you, I just need it since it is more relevant evidence.
Additionally, you have mentioned communication with chat, do you have some evidence to sustain your claims?
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2 years ago
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Okay, what email address should I send you the screenshot to?
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2 years ago
You can post it into this thread or forward it to my email address, jozef.k@casino.guru.
I have just one further question for you, have you tried to reach their live chat support about the issue?
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2 years ago
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Yes. I spoke to live chat support about this. I stated in the chat that I am addicted to gambling. Unfortunately I have no proof of this. The email address jozef.@casino.guru does not work.
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2 years ago
Dear iWild Casino team.
Thank you very much for your cooperation with this case. May I kindly ask you to provide us or the player with the chat history/transcript he had with your support? Additionally, the player's evidence of the sent email to your support seems to be valid, please, could you investigate if it was just missed?
Gambling addiction is a quite serious issue, and it should be handled asap. Do I understand correctly that the player's account is still opened?
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2 years ago
Dear eurogalaxy85!
We have reviewed your complaint in detail.
Indeed, you sent a letter to close your account, but unfortunately, it was sent to spam. For this reason, your account was not closed immediately upon your request.
We apologize for the inconvenience caused.
By decision of the administration, the amount of €778 will be returned to your payment method.
How the refund will be made, we will additionally notify you in this complaint.
Best regards,
iWildCasino
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2 years ago
Mostafa, tell us please the exact date from which you want us to return your deposits.
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2 years ago
The amount of transactions since the date you indicated is 981 euros. There were 20 transactions. Do you want to withdraw these funds?
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2 years ago
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Could you maybe check again. I mean it would have been more. If not. Can you transfer the amount of 981 € to my payment method. As soon as possible.
Thanks so much
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2 years ago
We have checked.
The amount of deposits is 981 euros. We are ready to send a withdrawal request now, please confirm that this amount needs to be withdrawn.
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2 years ago
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I confirm that the amount of €981 must be paid to me.
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2 years ago
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Dear Casino Guru Team,
I regret to say that I have not received the promised €981 to date.
Please continue to look into the case. I am very grateful to you for your help.
Warm greetings
Edited by a Casino Guru admin
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2 years ago
Hello!
These payments take some time to process, usually up to 5 business days. Let's wait, because this time has not yet passed.
Best regards,
iWildCasino
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2 years ago
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OK! Then the amount must be in my bank account by tomorrow at the latest. Because according to them you initiated the refund on Tuesday 8/9/22.
According to Section 3 of the Federal Holidays Act (BurlG), all calendar days that are not Sundays or public holidays are considered working days. That includes Saturday.
Tomorrow 5 full business days will have passed.
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2 years ago
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I received the following further response from IWildCasino:
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2 years ago
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Dear Casino Guru Team,
I kindly ask you to get involved here. According to the latest reply from IWild Casino, funds are processed within 5 working days. According to IWildCasino Chat, the finance department works daily
from 9:00 a.m. to 6:00 p.m.!
Bank transfers are processed within 1-2 days. However, I haven't been able to find any receipt of payment so far.
The payment is said to have gone into processing on 8/9/22. That's 9 days ago!
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2 years ago
Hi eurogalaxy85,
I am very sorry that you have to wait so long. So far, we have had only good experiences with the iWild Casino. Since the casino team decided to do the refund. I would highly recommend staying patient, and I am convinced that you will receive it. Let's wait till the timer ends, and if you won't receive the payment, we can ask the casino team where is a problem.
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2 years ago
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Dear Jozef,
we are only being put off here. How can it be that the casino cannot say specifically whether the transfer was made or not. I ask that the casino be contacted now. In total, even 10 days have passed since the promise that it will be paid out. So it's high priority that the payment has to be in my account now!
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2 years ago
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This is the 11th day after I was promised a refund and I still can't see any payment! The statements of the casino are also very vague and unfortunately in very bad German. It means that applications have been made to the bank? An alternative payment method should be used if it doesn't work?
yes good It obviously didn't work. Which alternative payment method would you like to use?
I received this correspondence via e-mail via Jozef from Casino.Guru and I must say that I find it a great pity that such ambiguous statements on the part of the casino are not questioned!
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2 years ago
Hello, Mostafa and Jozef!
We inform you that we have not forgotten about you, Mostafa. We have re-requested a refund. I'm attaching a screenshot for you to see. We are sorry that the refund is delayed.
As soon as you receive money in your account, can I ask you to remove a negative review about our casino? I'll be very thankful.
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2 years ago
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When the money is on it, I remove the negative rating!
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2 years ago
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I THINK THAT YOU MUST ENTER THE SWIFT CODE COMPLETELY ALSO WITH THE XXX! Please note that according to your screenshot, the value date is 08/22/22. That means the money has to be in my bank account today!
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2 years ago
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I got the money back. Thank you IWILDCASINO!
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2 years ago
Dear eurogalaxy85,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
