iWild Casino - Igrački nalog je neočekivano zatvoren.

Hi have a good day

I made an account in iwildcasino and deposited several times . I played untill i won +300 usdt and made a withdrawl request !

The request took place and i asked the chat support and they told me it will be done in an estimated 3 days ! Today is the 3rd day i woke up tried to check and i found my account closed ! I didn't violate any rule , i don't have a duplicate account ! I made an instant deposit through redotpay wich i can provide the proof ! I searched on the net and i found that iwild casino does this more often and they charge poeple by duplicating account or refund dposits wich i never did ! Please help

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Hello,

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.

• Have you sent any identity documents to the casino for verification?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you contacted customer support to ask about the reason why your account was blocked?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

-Yes my account is verified

-My friend once opened his account on my browser i don't know if that counts

- yes i have contacted them but still no responce

-slots

-i had a bonus active but i completed the wagering requirement and the withdrawl section was enabled so i made the withdrawl

If it is an ip adress problem why didn't they closed the account there and then ! Why would they wait untill i deposit 3 times and when i win they take action ! Also the bonus requirement was met and they should leave only the withdrawable amount in my account ! But they closed my account with no notice ! I saw a lot of complaint against them and i don't think i will refund my winnings or even my deposits ! But i will post on every forum so poeple don't get scammed !

Dear Lcass17 and Casino Guru,

The player's account was closed due to a violation of iWild Terms and Conditions, agreed upon at signup:

5.11. Only one Casino Account per Player is allowed. Should You attempt or successfully open more than one Casino Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Casino Account, Casino will be entitled to immediately close all Your Casino Account(s), retain all monies in such Accounts and ban You from the future use of the Website.

This decision has been made via a combination of monitoring tools to establish ownership of multiple accounts, ensuring it was not a simple coincidence. Relevant evidence was provided to Casino Guru via email.

Respectfully,

iWild Casino Representative.

I don't have multiple account ! You are just claiming that ! If so why didn't you ban my account when i was depositing and losing ! Shameless

Can you give us the accounts details and how are they linked to me ??

Hello Lcass17,

Thank you for your follow-up messages. After carefully reviewing all the information provided by both sides, we must clarify our final position on this complaint.

You confirmed that another person accessed the casino from your browser/device. This point is crucial. According to the casino’s investigation, the case is not based on assumptions but on multiple matching technical and transactional indicators, namely:

• The same device ID was used to access two different casino accounts
• The same IP address was used to log into both accounts
• Both accounts were funded from the same wallet

This combination of factors extends far beyond a simple IP coincidence and strongly suggests that the same person controlled both accounts. The casino has also confirmed that relevant evidence supporting these findings was shared with Casino Guru privately.

Regarding your argument that the account should have been closed earlier: casinos are not obliged to detect or act on violations immediately. Once a breach of the Terms and Conditions is identified and confirmed, the casino is entitled to take action, including account closure and confiscation of funds, as clearly stated in their rules.

For these reasons, we cannot consider this complaint justified, and we must side with the casino in this matter.

Best regards,

Casino.Guru Team