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
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
2 years ago
Translation
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)
Automatic translation:
Public
Public
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
Public
Public
2 years ago
Translation
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
Automatic translation:
Public
Public
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.
Public
Public
2 years ago
Translation
Hi,
just forwarded the mail to nikolas.b@casino.guru.
Edited
Automatic translation:
Public
Public
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
Public
Public
2 years ago
Hi eurogalaxy85,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
Public
Public
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
Sensitive attachment
Sensitive attachment
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?
Public
Public
2 years ago
Translation
Okay, what email address should I send you the screenshot to?
Automatic translation:
Public
Public
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?
Public
Public
2 years ago
Translation
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.
Automatic translation:
Public
Public
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?
Public
Public
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
Public
Public
2 years ago
Mostafa, tell us please the exact date from which you want us to return your deposits.
Public
Public
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?
Public
Public
2 years ago
Translation
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
Automatic translation:
Public
Public
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.
Public
Public
2 years ago
Translation
I confirm that the amount of €981 must be paid to me.
Automatic translation:
Public
Public
2 years ago
Translation
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
Automatic translation:
Public
Public
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
Public
Public
2 years ago
Translation
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.
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I received the following further response from IWildCasino:
Automatic translation:
Public
Public
2 years ago
Translation
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!
Automatic translation:
Public
Public
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.
Public
Public
2 years ago
Translation
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!
Edited
Automatic translation:
Public
Public
2 years ago
Translation
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!
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
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.
Public
Public
2 years ago
Translation
When the money is on it, I remove the negative rating!
Automatic translation:
Public
Public
2 years ago
Translation
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!
Edited
Automatic translation:
Public
Public
2 years ago
Translation
I got the money back. Thank you IWILDCASINO!
Automatic translation:
Public
Public
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
