A player from the United Kingdom is experiencing a lack of communication from the iWild casino. Despite having their account closed as requested, their other concerns are not being addressed and their attempts to use online chat have been unsuccessful. The complaint was closed as the player resolved the issue with the casino.
iWild Casino UK - Player's inquiries are ignored by casino.
Amount: £350
iWild Casino UK
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
I have been emailing IWild for 2 days about an issue and whilst they have closed my account as requested (I had already requested closure earlier in the year which was not actioned) they are not responding to my other issues. Their online chat does not really seem to exist either. I am frustrated by their lack of response and am therefore reaching out on Casinoguru.
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7 months ago
Hello Lottie48,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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6 months ago
Dear Lottie48,
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,
Casino.Guru
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