Hello

I joined iWild Casino in May 2024, and recently I deposited €1000 to claim a Christmas Calendar bonus they had on offer for €1500. The bonus was added to my account, but I chose not to activate it right away (the site allows you to chose).

I played with my cash only and hadn't activated the bonus. I won a lot playing roulette and blackjack, and had withdrawn around 7/8 lots of €500 before my account was locked without any explanation. When I try to log in I'm given a popup that says the casino administration have suspended my account.

I've tried to reach out a few times but to no avail. There is still €3100 in my account, generated solely by cash bets and without the use of any bonus funds.

Your help in retrieving my winnings would be most appreciated, as I note they have a high trust value with yourselves - one of my key reasons for joining them in the first place. I would also like to note that their sister site Snatch Casino have done the exact same thing to me, and I have opened a complaint there. I note there are no terms prohibiting me from holding an account with both casinos.

Kind regards

Johnny

Hello johnnersmys,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snatch 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?
• Can you please explain how is it possible to "activate" the bonus later if you have claimed it already?
• When was the last time you spoke to the casino and what was it about?
• Did they give you any explanation regarding their decision?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear johnnersmys,

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.

Hi there, sorry for the delay I had a very busy period during the New Year.

Yes my account was verified by iWild on the 3rd Dec 2024

and I have had a handful of withdrawals inbetween being verified and the closure of my account

The casino gives you a bonus but it doesn't automatically active so it allows you to play with cash only and then activate it later if you want, but as I was lucky enough to win some money with just the cash, I decided not to use it and instead just take my winnings.

The only email communication I have had with the casino was getting my account verified and then their email closing my account

They didn't really state why, and I didn't significantly change the way I was playing, may have switched between the odd slot but cannot login to confirm.

Dear johnnersmys,

Would it be possible to forward your deposit, bonus and betting history to [email protected] for further review?

Looking forward to your response.

Regards,

Nick

Dear johnnersmys,

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.

Sorry for the delay Nick, your previous message didn't come through to my inbox.

I have been completely locked out of the account so I cannot get those details but I will send over the email of the offer, deposit and the error I get when trying to login to my account.

Thank you johnnersmys for all the information provided. To gather further evidence, I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello johnnersmys,

I'm Michal, and I have taken over your complaint. I have reviewed this 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,

I would appreciate it if you could clarify the reasons behind the closure of the player's account, as the explanation provided thus far was rather limited. While I understand that casinos have the authority to close any player account at their discretion, it is essential that all financial obligations are settled beforehand. If there were any violations of your policies detected that led to this decision, I kindly request that you share any relevant evidence with me at [email protected].

Dear Michal and johnnersmys,

We will forward the request to the relevant department, verify the information on the situation and provide you with an answer or solution as soon as we receive it.

Best regards,

iwildcasino representative.

Thanks iWild Casino

Dear Michal,

Our anti-fraud team, during the verification of clients' gaming sessions, found intersections on the gaming pattern of several clients. Also, such patterns were found in clients of our sister casino snatch.

A similar compliance is available at the link:

https://casinoguru-en.com/snatch-casino-player-s-account-has-been-closed-and

I ask the Casino Guru team to pay attention to the fact that our grounds on which we relied are: the location of the players, their gaming sessions, bet amounts, as well as wager execution schemes. In addition, intersections were established on making deposits, namely methods and amounts.

Based on these intersections, we came to the conclusion that all these accounts are interconnected, perform actions prohibited by the rules of our project, namely group bets, which may affect the correctness of the game. This violation entails the closure of accounts and the confiscation of winnings.

Best regards,

iwildcasino representative.

Thank you for your response, iWild Casino representative. As far as I know, we are still awaiting some further information from you that my colleague Peter has requested. So we are looking forward to your email.

Dear johnnersmys,

Do any of your family members or friends have an account at iWild Casino or Snatch Casino as well? If so, have you played in the casino from the same location as them, perhaps during a visit?

No, I am confident that no friend or family has ever played from my location or address. Also the link to the other dispute that they linked is my own dispute I opened for their sister site so yes the betting strategy would be the same since their sister site pretty much offers the same bonuses and have very similar terms and conditions.

Dear johnnersmys,

Thank you for the response and clarification.

Dear iWild Casino representative,

We are awaiting the additional information that was requested by my colleague Peter. We are looking forward to your timely response.

Dear Michal,

Thank you for your understanding. As soon as the information appears, we will immediately provide it to Peter's email.

Best regards,

iwildcasino representative.

Dear iWild Casino representative,

Thank you for your reply. We anticipate receiving the requested information including the evidence and are hopeful that we can advance both cases positively.

Dear Michal,

Could you please provide an email to which we can also provide evidence on this situation?

We also hope that this issue will be resolved.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Sure, please forward any evidence to me at [email protected]

Dear Michal,

We have sent the evidence to the email you provided. Please check it.

We hope that your independent review will lead to a solution to these cases.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Thank you for your email. I have carefully examined the information and evidence you shared. However, I feel that this does not adequately support your decision to withhold the player's winnings at this time. I have outlined our viewpoint on the matter and suggested potential next steps. I look forward to hearing from you soon.

Dear Michal,

First of all, thank you for your patience. We inform you that at the moment there is an investigation underway within the first compliance since the accounts belong to one person. As soon as the results appear, we will provide you with information as well as a decision.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Thank you for the update. I trust the new KYC verification will clarify the situation.

Dear johnnersmys,

As previously communicated by my colleague Peter, who is overseeing your other complaint regarding Snatch Casino, the team responsible for both iWild and Snatch Casino will initiate a new KYC verification process with you. I kindly request your full cooperation in this matter, and I hope that it will lead to a resolution of the situation.

Thanks Michal. I haven't heard anything from either iWild or Snatch casino for new KYC but will keep an eye on my email for anything coming in!

Dear Michal and johnnersmys,

At the moment we assure you that this issue is being actively addressed. On our part, we are also expecting a solution, which will be provided soon. We thank you for your exceptional patience and forgiveness for such a long wait.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Thank you for your response. I hope to observe some appropriate development soon.

Dear Michal and johnnersmys,

We inform you that we are currently awaiting a response from the relevant department regarding the current issue. We also apologize for the long delay and thank you for your patience. We hope that the information will be received and submitted for consideration soon.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Can you please provide us with any updates concerning the player situation?

Dear Michal,

A clarifying letter has been sent to the email address you provided. We kindly ask you to review it at your earliest convenience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

I appreciate your email, but I find that it does not fully clarify the situation or support the actions taken. I have expressed my viewpoint regarding the issue and what appears to be the suitable course of action, and I await your feedback.

Dear Michal,

We inform you that we have submitted another request to the relevant department and requested additional information to provide additional evidence as you requested. We ask you to wait and as soon as the information is received, we will immediately send it to the e-mail address you provided. Thank you for your patience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

I'm looking forward to your email containing the requested information and supporting evidence.

Dear Michal,

Please kindly review new mai on mailbox you previously provided.

We have now sent an additional letter containing further clarification and supporting details.

Thank you for your cooperation and continued attention to this matter.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Thank you for the email. I truly appreciate your efforts in handling the player complaint; however, considering that this case has been open for more than 5 months, I am beginning to feel that we are not making significant progress. I have reiterated my perspective on the matter and what seems to be the appropriate course of action given the situation. I respectfully request your swift attention to this matter, as prolonging the resolution of this case seems to be losing its rationale. While I understand this situation turned out to be more complex than anticipated, the elapsed time does not align with the level of efficiency and swiftness we anticipate from reputable, well-rated casinos in addressing player complaints.

I'm looking forward to your response.

Dear Michal,

Thank you for your message and for sharing your concerns.

We fully understand your position and the importance of resolving this matter without further delay. Please note that we have just sent an additional email to the address previously provided, which includes further details and clarification regarding the case.

At your convenience, we would kindly ask you to review new mail from us.

We sincerely appreciate your continued cooperation and patience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

I have replied to your email and once again reiterated my perspective on the matter and what seems to be the appropriate course of action given the situation.

I look forward to witnessing some reasonable advancements in the near future.

Dear iwildcasino representative,

Thank you for your response and the email. I look forward to witnessing some reasonable advancements in the near future.