iWild Casino - A conta do jogador foi fechada inesperadamente.

I’ve had an account with this casino for over a year, but I hadn’t played in quite some time—until recently, when I decided to return. I noticed that the casino has a point system, where players earn 1 point for every €100 wagered, and these points can be converted into bonus balance.

So, I decided to redeem my accumulated points with the intention of converting them into real money. I managed to obtain a total of €238, from which I withdrew only €100. On the same day, the casino closed my account without providing any clear explanation—just stating it was an "administrative decision."

I attempted to contact support to get more details, especially since I did nothing wrong and I'm fully aware of the Terms & Conditions. Unfortunately, I received no reasonable response.

I would also like to point out that a similar situation occurred with another casino from the same network, "SnatchCasino." After claiming my loyalty bonus and making my first withdrawal request, my entire balance was confiscated—again, without any apparent reason.

These incidents make me question whether this is a recurring practice and if these casinos are, in fact, operating in bad faith.

Dear denilson781,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.

If you have an issue with another casino, I would recommend you file a complaint for it separately.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly that you managed to cash out 100€ and that 138€ was confiscated?
• Could you please advise how long you have been a player of the casino and when your account was blocked?
• Was your account verified? When did you complete account verification?
• Could you please share the communication from the casino in which the casino justifies its decision? Share screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was unable to withdraw any amount.

I have been a casino player since 09/13/2023.

My account has been verified.

Thank you very much, denilson781, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello denilson781,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear iWild Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully, Michal

Dear Michal and denilson781

We will clarify the information on this situation with the relevant department and get back to you with an answer or solution.

Best regards,

iWild casino representative

Dear iWild Casino,

We will be waiting for your update.

Dear CasinoGuru team,

We would like to inform you that we have reviewed your request. Please be advised that the account was closed due to a violation of our Terms and Conditions, specifically related to bonus abuse.

As part of this process, any remaining balance on the account has been deducted. This action was taken in line with our policies and the specific circumstances related to the account.

Best regards.

iWild casino representative

Dear iWild Casino,

Could you explain the issue to me in more detail? Please, send me an email to michal.v@casino.guru. I will be waiting for your email.

Dear Michal,

We would like to inform you that we have initiated the process of obtaining the required confirmations. As soon as we receive them, we will prepare and send all relevant documentation and supporting evidence to the email address you provided.

Please be assured that we are handling your request with the utmost attention and will make every effort to deliver the necessary information as quickly and accurately as possible.

Best regards.

iWild casino representative

Dear iWild Casino,

Thank you for the update. I will be looking forward to hearing from you.

Dear Michal,

We have sent all relevant evidence to your email address for review. We trust that this information will contribute to a thorough evaluation and positively impact the outcome of the complaint. We appreciate your assistance in addressing this issue.

Best regards.

iWild casino representative

Dear denilson781,

The evidence I was able to review shows that you, among others, played baccarat with the bonus funds, which, as per the casino claims, is prohibited. Could you comment on this?

the casino does not prohibit playing baccarat or table games with bonus balance! just read the T&C!

Dear iWild Casino,

Would you be able to provide us with the relevant T&C that mentions the fact that baccarat is prohibited while playing with bonus funds?

Dear Michal,

Kindly review the letter that was sent to your email and include a detailed explanation regarding the case under consideration. We appreciate your prompt attention and cooperation.

Best regards.

iWild casino representative

Dear denilson781,

I have been informed by the casino that, thanks to the usage of browser developer tools, you were able to circumvent the casino's restrictions on the games available to play with the active bonus. If you have not used such tools, you would not be able to play baccarat or other table games with the active bonus.

Can you comment on this?

the games I played outside of evolution, accessed through the evolution lobby

Dear denilson781,

Would you be able to explain to us in more detail how exactly you were able to play those games in question?

Dear denilson781,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru