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I wanted to withdraw 1200 euros, so I completed the KYC process

and thought that would be enough. I still had 600 euros in the account that I also wanted to withdraw. But when I tried to log back in, my account was locked.

ich wollte 1200 euro auszahlen lassen dann ich habe die KYC verfahren

gemacht und hab gedacht das reicht weil ich hatte noch 600 auf dem konto die ich dann auch auszahlen lassen wollte bis ich mich dann wieder einloggen wollte war mein konto gesperrt

Dear Nico100321,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you made any successful withdrawals from this casino?

Have your documents been approved during the KYC verification?

Did you accumulate your winnings with or without a bonus?

Have you contacted customer support after you found out that your account was blocked?

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

Best regards

Veronika

Hello

No, I hadn't made a withdrawal yet because I still had to do the KYC, which I did. I sent all the documents. I had deposited 50 euros with a bonus, which I had completed, and yes, I had contacted support several times, but I never got a reasonable answer as to why my account was blocked and what happened to the money.

Hallo

Ne ich hatte noch keine Auszahlung vorgenommen da ich ja noch die kyc machen musste was ich auch gemacht habe ich habe alle Dokumente abgeschickt ich hatte 50 Euro eingezahlt mit Bonus das ich aber abgeschlossen hatte und ja ich hatte mehrmals mit dem Support Kontakt aber nie kam eine vernünftige Antwort wieso mein Konto gesperrt wurde und was mit dem Geld ist

Because it can't be that they can just keep the money that you have won with effort

Weil das kann nicht sein das die einfach das Geld behalten dürfen was man mit mühe gewonnen hat

Have your documents been approved during KYC, or has your account been blocked while the verification was still pending?

Have you contacted customer support after your account was blocked? Please forward me the communication between you and the casino regarding the closure of your account. My email address is veronika.f@casino.guru.

Unfortunately I don't know, I only know that I had sent all the documents that they wanted and then my account was blocked, so I could still access the account after I had submitted everything and a day later the account was blocked, I will send you the emails today

Das weiss ich leider nicht ich weiss nur ich hatte alle Dokumente abgeschickt die sie haben wollten und dann war mein Konto gesperrt also ich konnte noch auf dem Konto zugreifen nachdem ich alles eingereicht hatte und ein Tag später war das Konto gesperrt die Emails schicke ich ihnen heute noch zu

Thank you very much, Nico100321, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

All right, thank you, I hope it will be solved

Alles klar danke ihnen ich hoffe auch das es gelöst wird

Hello Michal I hope you can help

Hallo Michal ich hoffe du kannst helfen

Hello Nico100321,

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 iWildcasino to join the conversation.

Dear iWildcasino,

While I acknowledge that you have the right to close any player account at your own discretion at almost any time, however, it is essential that all financial obligations are settled before such actions are taken. After reviewing your communication to the player, it looks like the decision to close the player's account was at the administration's decision, so it is expected the winnings will be disbursed to the player. If there are any specific factors that contributed to this decision and they cannot be disclosed publicly, I would appreciate it if you could send the relevant information and any supporting documentation to me at michal.k@casino.guru.

I hope they get in touch

Ich hoffe die melden sich

Dear Michal and Nico100321,

We have clarified the information regarding this request. We inform you that at the moment the player's account is closed for violating the Terms and Conditions:

8.4. An account owner can:

- deposit funds to his account by using only his personal credit card or personal account opened with a Financial institutions or its licensees;

- it is forbidden to provide access to the account to third parties, including for making deposits or withdrawing funds. An account owner agrees that his account is for his own use only;

The financial department has found that the player is using a 3rd party payment method which is prohibited for use.

Best regards,

iWildcasno.

Dear iWildcasino,

Please forward me the evidence supporting the rule violations the player is accused of to michal.k@casino.guru.

But it didn't say anywhere that it was forbidden and I could only do it that way because I don't have a credit card and I couldn't make an immediate transfer

Aber das stand nirgends wo das es verboten ist und ich konnte das nur so machen weil ich keine Kreditkarte habe und ich keine sofort Überweisung machen konnte

So I'll tell you how it went. I opened the account and a friend of mine. He was able to make a transfer straight away with his account but I couldn't. For whatever reason, he put money in my account but I lost it all and then I looked into the mifinty and since then I've been able to make a transfer straight away and only then did I win the 1809 euros.

Also ich erzähle jetzt mal wie das abgelaufen ist ich hatte das Konto eröffnet ich und ein Kumpel mein Kumpel der konnte sofort Überweisung machen mit sein Konto ich aber nicht why auch immer deswegen hat er mir Geld drauf gemacht auf dem Konto das habe ich aber denn alles verspielt und dann hatte ich mir mal das mit den mifinty angeguckt und seitdem könnte ich denn auch sofort Überweisung machen und erst damit habe ich die 1809 Euro gewonnen

Dear Michal and Nico100321,

We have clarified the information regarding this request. We inform you that at the moment the player's account is closed for violating the Terms and Conditions:

8.4. An account owner can:

- deposit funds to his account by using only his personal credit card or personal account opened with a Financial institutions or its licensees;

- it is forbidden to provide access to the account to third parties, including for making deposits or withdrawing funds. An account owner agrees that his account is for his own use only;

The financial department has found that the player is using a 3rd party payment method which is prohibited for use.

Best regards,

iWildcasno.

Dear Nico100321,

I understand that you may not have anticipated that utilizing your friend's payment method could pose a problem; however, the casino team is indeed correct in this matter. The use of a third-party payment method is explicitly prohibited across all online casinos, as it is a standard practice within the industry. Therefore, we must support the casino's decision in this case. While I acknowledged that the disputed winnings do not originate from this deposit and those funds were lost, this does not negate the fact that it is essential for every player to utilize only a payment method that is registered in their own name and for which they are the legitimate owner.

As previously stated, the casino team has acted in accordance with their terms and conditions, which you accepted upon creating your account. 

I regret that we are unable to assist you further in this situation. Should you encounter any issues with this or any other casino in the future, feel free to reach out to us. We will try our best to help.

Best regards, 

Michal

Casino.Guru