iWild Casino - The player's winnings were voided and account closed.

I have made total deposit 600 euro,withdraw only 212euros and in my account I have other 795 euros.The casino closed my account and didn"t pay me the capital and winnings.

The casino closed my account when I requested a withdrawal.this mean that if I lost they wouldn"t have a problem with me. I think they are trying to seal 795 euros from me.

Iam sending you the answear the casino.

Hello Stefan1973,

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 your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Can you please advise what did the casino mean by unfair advantage? Did you already receive any refund of your deposits?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for your interest in solving my problem with casino.My account was verified.I have not received a bonus and the winnings age from real money.I don't know what the casino means when they say unfair advantage.

I made 3 deposits 200+150+250=600 euros.A withdrawal of 212 euros was made.

My account now has 795 euros in it.I have not received and refund of deposits and profits.

Hello Stefan1973,

Can you please forward your communication between you and the casino to nikolas.b@casino.guru?

I SENT YOU THE MAILS.

Hello Stefan1973,

As we will definitely need more information from the casino, I will be forwarding your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Stefan1973,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite iWildCasino to join the conversation and participate in the resolution of this complaint.

Dear iWildCasino,

Can you please clarify the reason for the closure of the player's account and the confiscation of their winnings?

Kind regards,

Adam

Dear Guru and Player,

the player's account was closed due to a violation of the rules of the project, namely, the use of prohibited game strategies. this was reported to us by the specialists of the game provider Evolution itself - "We inform you that the specialists of Evolution have revealed that the player (ID: 2688_IW_STIOPATA) is showing signs of using advanced card counting and side bet counting.

Please take action against the player in accorda

The player's account was permanently blocked, he was sent a notification by email, I'm attaching a screenshot.

Dear iWild Casino,

Can I ask you to please send any relevant supporting evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Stefan1973,

I am currently discussing this case with the casino via Skype, and will post here when I have further updates for you. In the meantime, I will extend the timer.

Kind regards,

Adam

Dear Stefan1973,

We have discussed this case and our views regarding card counting are clear. We consider it fair for players to do so as long as they do so on their own, and do not use any software assistance or interfere with the outcome of the game in any manner.

I am now waiting for a further response from the casino, so I will extend the timer accordingly.

Kind regards,

Adam

Hi guys,

As you understand, we certainly do not like to change the decisions of our administration, because they are fair in our opinion.

But, at the same time, we infinitely value and respect the experience and opinion of the Guru, so we agree to fulfill any of their decisions.

Dear Guru team, could you please finalize your decision on what we should do?

Hello iWild Casino,

Thank you for your response.

As mentioned, in accordance with our Fair Gambling Codex we do not consider card counting to be fraudulent, as long as the player has not colluded with other players, used any software assistance or interfered with the fair randomness of the game. If there is no evidence of the player doing any of these things, we believe that the player's account may be closed at the discretion of the casino, but any winnings already accumulated should be paid.

Kind regards,

Adam

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi guys,

Dear Guru team, we will pay the client his funds and already accumulated winnings. How much do you think we should pay based on this compliance?

Hello iWild Casino,

Please confirm the player's balance total before the winnings were voided and the account was blocked.

Kind regards,

Adam

Dear Guru and Player,

We have opened a player account. Funds in the amount of 795 euros were added there. Player will need to make a withdrawal request. The withdrawal will be processed after passing the KYC procedure.

After the client makes a withdrawal, his account will be blocked by the decision of the administration.

Thank you for the update, iWild Casino.

Dear Stefan1973,

Please let us know when you have completed the verification and made your withdrawal.

Kind regards,

Adam

I made withdrawal at 09.02.2023.The money is not visible in the balance and I haven"t received it yet.Also I has verification in my account and they didn"t ask me for any other documents.

Dear iWild Casino,

Can you please provide some information regarding the payment? Can you advise on approximately how long it should take to reach the player?

Kind regards,

Adam

Hi guys,

Dear Stefan1973, your funds are still in your account, they are not showing up in your account balance because you have created a withdrawal request. Also, on February 10, an email was sent to you with instructions on what you need to provide to our KYC department in order to pass verification. Please check your inbox, the email may have gone into spam or other folders.

Dear Adam, the withdrawal will be processed as soon as the client passes the KYC verification.

Thank you for the information, iWild Casino.

Dear Stefan1973,

Have you been able to locate the e-mail?

Kind regards,

Adam

The Iwildcasino didn't send me any mail.

and I have verification

Dear Stefan1973,

Please understand that you will need to complete a verification process to be able to withdraw your balance.

Please check once more to see if you have received the e-mail, and if you cannot find it perhaps you can provide an alternate e-mail address for the casino to send the instructions to.

Kind regards,

Adam

I RECEIVED MY MONEY.

THANK YOU VERY MUCH FOR YOUR HELP.

Dear Stefan1973,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam