iWild Casino DE - A conta do jogador foi fechada inesperadamente.

Ladies and Gentlemen

I'm contacting you because my account at Iwild was blocked without prior warning and without my consent. I'm aware that there are measures in place to prevent gambling addiction, but I would like to emphasize that I never initiated this blocking.

I've invested significant amounts in my account over the past few months to achieve Silver status. My goal was to play responsibly and improve my gaming experience. However, I suspect the suspension is related to my recent request for a privacy statement. I simply wanted to know what losses I've incurred so far, as my account is currently significantly in the red.

To date, I haven't received a response to my email inquiry, which I find extremely unprofessional. Furthermore, I recently deposited over 600 euros, which I assumed could be used for cashback. Due to the blocking, I now lose my right to this cashback, which I find unfair.

I therefore request that you lift the block immediately and provide me with a clear explanation of the measures. I would like to be able to transparently track my account information and losses and expect a prompt response.

At one point, I even asked several times to close my account. However, I was repeatedly offered bonus money and free spins to entice me to stay. This gives the impression that they actually wanted to keep me longer rather than taking my request to close my account seriously. Therefore, I don't understand the sudden closure.

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da mein Account bei Iwild ohne Vorwarnung und ohne mein Einverständnis gesperrt wurde. Mir ist bewusst, dass es im Zusammenhang mit Spielsuchtprävention Maßnahmen gibt, jedoch möchte ich ausdrücklich betonen, dass ich diese Sperrung nie veranlasst habe.

Ich habe in den letzten Monaten erhebliche Beträge in meinen Account investiert, um den Silber-Status zu erreichen. Mein Ziel war es, verantwortungsvoll zu spielen und mein Spielerlebnis zu verbessern. Allerdings vermute ich, dass die Sperrung mit meiner kürzlichen Anfrage nach einer Datenschutz-Auskunft zusammenhängt. Ich wollte lediglich wissen, welche Verluste ich bisher erlitten habe, da mein Konto sich aktuell deutlich im Minus befindet.

Bis heute habe ich keine Antwort auf meine E-Mail-Anfrage erhalten, was ich als äußerst unprofessionell empfinde. Zudem wurden zuletzt über 600 Euro eingezahlt, von denen ich annahm, dass sie für einen Cashback genutzt werden könnten. Durch die Sperrung habe ich nun den Anspruch auf diesen Cashback verloren, was ich als unfair empfinde.

Ich fordere Sie daher auf, die Sperrung umgehend aufzuheben und mir eine klare Erklärung für die Maßnahmen zukommen zu lassen. Ich möchte meine Kontoinformationen und Verluste transparent nachvollziehen können und erwarte eine zeitnahe Rückmeldung.

Zwischenzeitlich hatte ich sogar mehrfach nach einer Kontoschließung gefragt. Mir wurde jedoch immer wieder Bonus-Geld und Freispielangebote unterbreitet, um mich zum Bleiben zu bewegen. Dies lässt den Eindruck entstehen, dass man mich eigentlich länger halten wollte, anstatt meine Anfrage nach Kontoschließung ernst zu nehmen. Daher kann ich die plötzliche Sperrung für mich nicht nachvollziehen.

Dear lionbyt69,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, may I ask you a few questions?

• Could you please forward me the account closure requests you sent to the casino? When exactly did you send them, and how many times did you request the closure of your account? What reason did you provide for this request? You can send the documents to veronika.f@casino.guru.
• What was the balance in your casino account at the time it was closed?
• Have you ever requested self-exclusion at this casino?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Until my account was closed, I had no money in my account, even though I had invested a lot to achieve a certain status. Unfortunately, this status has now been lost. Furthermore, I recently deposited over €600, for which I was originally promised cashback. However, this cashback has not been credited either.

I asked for closure three or four times in total because I felt that no more profits were coming.

But the casino staff always managed to convince me to stay.

I never requested closure because I was always persuaded to stay, which is why I didn't receive an email saying I wasn't informed that the account was simply blocked from one day to the next.

I simply requested a data protection statement in order to keep my losses transparent and to have an overview which is not objectionable.

After this email my account was blocked

Best regards

Bis zur Schließung meines Accounts hatte ich kein Geld auf meinem Konto, obwohl ich sehr viel investiert habe, um mir einen bestimmten Status zu erspielen. Leider ist dieser Status nun verloren gegangen. Zudem hatte ich zuletzt über 600 Euro eingezahlt, wofür mir ursprünglich ein Cashback zugesagt wurde. Dieser Cashback ist jedoch ebenfalls nicht gutgeschrieben worden.

Ich habe insgesamt drei bis vier Mal um eine Schließung gebeten, da ich das Gefühl hatte, dass keine gewinnen mehr kommen.

Das Casino Personal hat mich aber immer zum bleiben überzeugen können.

Ich habe nie eine Schließung beantragt denn ich wurde immer wieder zum bleiben überzeugt deswegen habe ich auch keine Mail ich würde nicht informiert das Konto war einfach von ein auf dem anderen Tag gesperrt.

Ich habe lediglich eine Datenschutz Auskunft verlangt um meine Verluste Transparent zu halten und einen Überblick zu haben welche nicht verwerflich ist.

Nach dieser E-Mail wurde mein Account gesperrt

Viele Grüße

Thank you, lionbyt69, for your response. Please understand that we are not in a position to penalize the casino for closing your account. In general, casinos reserve the right to restrict or close player accounts at their discretion, whether due to suspected irregular play, responsible gaming concerns, or other reasons, and sometimes even without providing a specific explanation. As mediators, we are only able to step in when an account is closed while holding an active real money balance that is not paid out to the player. Since your account had no balance at the time of closure, we are unable to take further action in this case.

We recommend considering other trustworthy platforms if you wish to continue playing. Thank you for your understanding.

Best regards,

Veronika

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