iWild Casino UK - Player’s account has been closed without explanation.

I had made an account on iwild casino ages ago just to use a free bonus and so didn’t put my details in properly.

Today I deposited £20 and won €1300 (can’t remember exact figure because now don’t have access to log in). I went to verification - passed ID but my proof of address was failing as it didn’t match the name which was random letters I put ages ago - I explained this to live chat who said to email kyc support, which i did. Then I received an email saying the account has been closed, no explanation why. €1300 euros stolen from me!

please can anybody help

Dear Mrsoprano0,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the terms and conditions and found this:

4.2. To register on IWildCasino, the user is required to fill in a registration form on a Website.

If, during an account verification, following a request for a first withdrawal or at any time at the sole discretion of IWildCasino, one or more of these data is/are erroneous, IWildCasino reserves the right to close the player account without notice and confiscate the balance of the account in question.

For any modification of the information of the account, a proof will be required. (For example, change of address - proof of residence for the old and new address, change of name - marriage certificate, change of bank details - RIB Statement of Banking Identity). We reserve the right to close any account without notice, in cases where we find evidence of non-compliance or violation of these Terms and Conditions.

4.4. By registering on IWildCasino, the user hereby declares and warrants that:

...

- All personal pieces of information recorded on the user’s account are accurate and truthful.

...

It's important to note that when you register for an account, you are responsible for providing accurate and truthful information. This includes your name and address, which are crucial for verification processes, especially when it comes to withdrawing funds. If the information you provided doesn’t match your identification or proof of address, it can lead to issues like account closure or inability to access your funds.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Dominika

Hello, thank you so much for the prompt response.

i fully understand the first point you made however i still feel i have been completely and both ethically, and regulatory/(by the law) been done wrong.

1 st of all, i deposited with my bank account to the casino, checks done, approved payment taken.

when i go to withdraw, i am prompted to verify - no problem - I upload all detail - " please note ID PASSED - SELFIE WITH ID PASSED - proof of address failed BECAUSE DOESNT MATCH THE SIGNUP- as you have just stated via their tax and cs’ this is an issue that can be resolved. MY ID IS VERIFIED, MY €1300 IS IN BALANCE, PLEAZE CAN WE PROCEED THIS MONEY IS A BIG DEAL TO ME AND I HAVE BEEN OFFERED NO EXPLANATION JUST BLOCK.

I am ware I should have already realised this but done understand how I am still not the legal owner of MY BALANCE: that has been TAKEN from me and my account CLOSED without explanation.

i work in finance and am trying to rationalise this, it makes no sense other than the company I’m dealing with has a zero sum game and is trying to con me

Dear Mrsoprano0, based on the casino's terms and conditions, they require accurate and truthful information when registering for an account. Since you used random letters for your address, that discrepancy is causing issues with your verification process.

To change your account details, the casino needs proof of both your old and new address. Unfortunately, since your original registration doesn't reflect any real address, you can't provide the necessary documentation to verify the change.

I understand that you feel wronged, especially since you've already deposited and won money. However, the casino's policies are strict about ensuring that all user information matches during the verification process.

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.