iWild Casino: “We want our players to feel valued and understood in the process”

We caught up with iWild Casino, another shortlisted company for the Casino Guru Awards 2024 in The Most Effective Handling of Complaints category. We were pleased to hear from iWild Casino who explained their process and spoke passionately about resolving player complaints, hailing the process as an important way to communicate genuine care for their players and their well-being. Find out more in our full interview with iWild Casino below.

Q: Impartiality. Can we really talk about fairness when casinos resolve player complaints?

Absolutely, at iWild Casino, we prioritize fairness and impartiality in resolving player complaints. Our dedicated team, including a manager overseeing complaint resolutions, ensures that each case is thoroughly examined without bias. We believe in transparency and strive to address player concerns objectively, aiming for a resolution that satisfies both parties.

Q: What makes you feel strongly about winning your nomination in the Most Effective Handling of Complaints category?

Winning in the Most Effective Handling of Complaints category would be a testament to our unwavering commitment to player satisfaction and fair play. It would showcase the effectiveness of our team in swiftly and justly addressing player concerns. This recognition would validate our efforts and inspire confidence in iWild Casino as a trustworthy and player-centric platform.

Q: Comparing customer complaints and the way your company handles them now and when you first started operating, what has changed?

Since our inception, we've continuously evolved our approach to handling customer complaints. We've established a specialized team, including a manager overseeing the resolution process. Our focus on open communication, quick response times, and a commitment to rectifying any mistakes has significantly improved. We've learned from each case, implementing changes to prevent similar issues in the future, ensuring a smoother and more effective complaint resolution process.

Q: What is the most complicated complaint case you have had to handle?

While we respect the privacy of our players, I can share that our most complicated cases often involve intricate misunderstandings or technical issues. In these instances, our team goes above and beyond to meticulously investigate and resolve the matter. Our goal is to ensure a fair and satisfactory outcome for the player, even if it requires extra time and effort.

Q: What happens if a customer isn’t happy with the outcome?

If a customer is dissatisfied with the resolution, we encourage open communication. Our manager overseeing complaints is available to discuss concerns and explore potential alternatives. We aim to find a resolution that not only addresses the initial complaint but also leaves the player feeling valued and understood. We are committed to making every effort to turn a challenging situation into a positive experience.

Q: Has the Casino Guru Awards made you more aware of the importance of maintaining a strong complaint handling process and have you been inspired to introduce changes to how you address this process?

Participating in the Casino Guru Awards has indeed heightened our awareness of the crucial role a strong complaints handling process plays in building trust. While our current process is robust, the insights gained from the awards have inspired us to continually refine and enhance our approach, ensuring we meet and exceed industry standards.

Q: What has motivated you to sign up for the format, and what do you hope to gain as a result of your participation and potentially winning the awards?

Our motivation to participate in the Casino Guru Awards is rooted in our dedication to excellence. Winning an award in the Most Effective Handling of Complaints category would not only validate our commitment to player satisfaction but also elevate iWild Casino as a leader in providing a secure and trustworthy gaming environment. We hope to gain recognition for our efforts and further instill confidence in both existing and potential players.

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