iWild Casino - Račun igrača u kazinu je zatvoren.

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 I won a lot playing roulette and blackjack, and had withdrawn around 7/8 lots of €500 before my account was locked without any explanation.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 nikolas.b@casino.guru 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 (michal.k@casino.guru) 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 michal.k@casino.guru.

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 michal.k@casino.guru

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 Michal,

We have sent you an email outlining the next steps.

Kindly check your inbox.

Thank you for your cooperation and continued patience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

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

Dear Michal,

Unfortunately, it is currently impossible to provide an answer as the KYC department does not work on weekends. We will notify you as soon as we receive the KYC department's decision on this issue. Thank you for your patience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

I acknowledge your recent reply. I am eager to see some constructive progress in the upcoming days.

Dear Michal and johnnersmys

Please be advised that we have currently submitted a request to the KYC department to provide the results and are awaiting the final decision. Thank you for your patience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Thank you for your reply. I look forward to witnessing some positive developments in the days ahead.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

We are still awaiting a response from the KYC department. The player was sent an email inviting him to a video call, which he did not attend. We are currently awaiting a response from the player to confirm the time of the rescheduled video call. Once verification is completed, we will immediately inform you of the result. Thank you for your understanding and patience.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

Thank you for the update.

Dear johnnersmys,

In accordance with the response from the casino team, kindly schedule a time that is convenient for you for the rescheduled video verification call and do your utmost to attend it.

I am hopeful that this will ultimately assist in progressing your case towards a resolution.

Hello.

I unfortunately have been working a lot of hours and currently on night shift work so it will be awkward to set up a video verification with the casino. I will try to sort something.

Dear johnnersmys,

I completely recognize your work obligations; however, it should be in your best interest to make every effort to reschedule the video verification call at your earliest convenience.

Please be aware that without this step, the KYC and/or AML process cannot be completed, and the casino team is not required to process your winnings.

I fully understand that your complaint has been pending for quite some time, and I too would be pleased to see it resolved, but the video verification call is essential at this point.

I can only strongly recommend that you arrange the video verification call as soon as possible. I cannot keep this case open without your reasonable cooperation.

Dear johnnersmys,

Thank you for providing the additional information; however, I recommend that you consider taking time off from work or perhaps a half-day holiday for the video verification call. As I already mentioned, it should be in your best interest to make every effort to reschedule the video verification call at your earliest convenience. It is important for you to understand that you are expected to do your utmost to arrange the video call; otherwise, the casino team may set a specific time, and if you fail to attend, this could be regarded as noncompliance on your part, resulting in failure of the KYC process. Please reach out to the casino team as soon as possible.

I'm sorry but that's just not going to happen. My job isn't going to allow me to take time off work to video call a casino because that isn't a priority quite frankly. Don't get me wrong, I'd like my winnings paid but I will cooperate with them within my schedule. Considering the fact that iWild haven't even guaranteed to me that after the video call that they will release the funds to me, I will not jeopardize my job and income to satisfy their demand. I'd be really thankfully if you could help with the flexibility of this.

I will give them a time that I am free which should be from next week.

Dear johnnersmys,

While I understand your point, I must reiterate that it is important for you to understand that you are expected to do your utmost to arrange the video call; otherwise, the casino team may set a specific time, and if you fail to attend, this could be regarded as noncompliance on your part, resulting in failure of the KYC process and we will have to Reject your case. Please reach out to the casino team as soon as possible to arrange the video call.

I have now responded to them asking for their availability next week from Mon-Fri. If they can provide availability I can match up with one of their times.

Dear Michal,

At this time, the player has been informed in advance about the scheduled video call. The call will take place during the time slot the player indicated as available, according to the provided schedule.

We thank both parties for their cooperation. Special thanks to CasinoGuru for patience in resolving this issue.

Best regards,

iwildcasino representative.

Hello

iWild Casino set a date and time of 7th August 2025 at 3.30pm for video call, which I confirmed, and then they didn't show up to the appointment. I was sat on that call for around 30 minutes by myself awaiting them joining the meeting.

This is the one week off that I have and there's no more for a long time, and given their insistence on this video chat after a very long and drawn out verification process for everything from my ID right through to my wage slips, this no-show is highly inappropriate.

Johnny

Dear johnnersmys,

Thank you for your reply. I must express my surprise at the casino team's approach, especially given their insistence on the video call. If what you are saying is true, I concur that such behaviour is both unprofessional and inappropriate.

Dear iWild Casino Team,

Could you kindly explain why no representative from your team was present during the video call that was requested by you, as mentioned by the player above? What actions will you take, and when will you do so, on your part, to ensure that the case progresses positively?

Dear Michal,

Please review the letter we sent you and take its contents into account when resolving this issue. Thank you for your patience and cooperation.

Best regards,

iwildcasino representative.

Thank you for the information and evidence provided, iWild Casino Team.

Dear johnnersmys,

I have obtained information and evidence from the casino team that contradicts the situation you outlined above.

The evidence clearly shows that a member of the iWild Casino Team contacted you on the scheduled time, 7th August 2025, at 3.30 pm (GMT). They waited for over 15 minutes for you to join the video call, but you failed to do so.

Considering that you have failed to attend the video verification call on both occasions, on 17th July 2025 and on 7th August 2025, and failed to provide the casino team with sufficient valid reasons for your absence from the scheduled video calls, the verification process is now considered failed due to your lack of cooperation, and the decision is final.

With this in mind, we are forced to close your complaint as Unjustified.

You are certainly entitled to disagree with this assessment and may reach out to the casino licensing authority if you still feel justified in your position; however, we are unable to assist you further in this regard.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru