iWild Casino - Jogador relata ganhos confiscados e encerramento de conta.

I was completely robbed by this casino. I had a balance of R$3,000.00 and requested a withdrawal of R$2,500.00 and then another R$500.00. However, the withdrawal remained pending. I repeatedly contacted customer support and was told via email that my withdrawal was active and would be processed. Time went by, but my balance never appeared, even though I kept reaching out. Finally, they deactivated my account out of the blue, didn't give me any explanations, and didn't pay me the money that I was trying to withdraw. This is utterly absurd. That R$3,000.00 means a lot to me. Their support never clarifies anything; they don't adequately respond to emails. I really need my money! This is theft, it's not right! Pay me my money!

Fui completamente roubado por esse cassino. Estava com um saldo de R$3.000,00 e solicitei o saque de R$2.500,00 e depois de mais R$500,00. Daí o saque só ficava pendente. Por vários momentos entrando em contato com o suporte e por e-mail me informavam que o saque estava ativo e seria processado. Passando o tempo e nada do saldo cair, e eu seguia entrando em contato. Por fim de repente desativaram minha conta, não me falaram o porque, e não pagaram o meu dinheiro que estava em processo de saque. Completamente absurdo. São R$3.000,00 que pra mim faz total diferença. O suporte nunca esclarece nada, não respondem o e-mail de forma adequada. Eu preciso muito receber o meu dinheiro! Não façam isso, é roubo, é feio! Paguem meu dinheiro!

Hello kaiquebet777,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWild Casino. 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 if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear kaiquebet777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The account has been properly verified. The initial balance was a bonus. However, I then made a real balance deposit of R$100.00. The casino informed that the account was permanently blocked and the decision would not be reviewed.

A conta foi sim devidamente verificada. O saldo inicial era de bônus. Porém depois fiz um depósito de saldo real de R$100.00. O cassino informou que a conta foi permanentemente bloqueada e a decisão não seria revista.

Hello kaiquebet777,

Did the casino refund your deposited amount? Did you receive any explanation of the blocked account?

Dear kaiquebet777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The amount has not been refunded and the account remains blocked.

O valor não foi reembolsado e a conta permanece bloqueada.

Thank you kaiquebet777 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kaiquebet777 ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite iWild Casino to join the conversation.

Dear iWild Casino,

Can you please provide more information on why was the player's withdrawal request not processed and the account closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Michal,

We responded to your email

Thank you for your email and for providing evidence, iWild Casino Team.

Dear kaiquebet777,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about bonus abuse and multiple accounts or close collusion/strong connections between several casino accounts that claimed the same bonus with the same promo code.

The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we try our best to help.

Best regards,

Michal

Casino.Guru