Reclamação #167 iWild Casino

Sudden Account review

Por Sylvest

há 5 meses

I have previously made successful withdrawals from my iWild Casino account without any restrictions.

Since 26 November, all withdrawal attempts have been blocked. After playing and winning, I am unable to withdraw my funds. Instead, I received the following message from the casino:

“Your gaming session has been forwarded to the provider for checking. During this process, all withdrawal requests will be temporarily paused. The review typically takes up to 14 days, although it may occasionally take longer.”

The stated 14-day review period has been exceeded, yet no outcome, explanation, or updated timeframe has been provided.

When contacting customer support, I receive only generic responses stating that the matter is “under review” or “handled by the provider,” without any substantive information or confirmation of progress.

At this stage:

Withdrawals that previously functioned normally are fully restricted

The review period has exceeded the casino’s stated timeframe

No clear reason or resolution date has been communicated

I am submitting this complaint through AskGamblers to request assistance in obtaining:

A clear and specific explanation for the ongoing withdrawal restriction

Confirmation of the current status of the review

A definitive and reasonable timeframe for completion of the review and release of withdrawals

I respectfully request that this matter be resolved in accordance with fair gaming practices

Cassino em disputa iWild Casino

Motivo Problemas de verificação

Valor $3078.7

Discussão

AskGamblers

• Support Team

há 5 meses

Dear @Sylvest,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

iWild Casino

• Representative

há 5 meses

Dear Sylvest and AskGamblers,

We can confirm that the player has contacted our support team with the closure request in relation to self-exclusion. As such, the account was permanently closed, in adherence to our responsible gambling commitment. There were no funds on player's balance at the moment of closure. As a result, the provider check has been interrupted and canceled due to account closure.

Regarding data handling requests, we ask the player to submit a direct email request, if they have not done so yet, in accordance with our established procedures.

Respectfully,
iWild Casino Representative.

Sylvest

há 5 meses

Dear Askgamblers and iwild.

To be clear: I have lost all remaining funds in my account.

I now request that my account be closed immediately and that a permanent, irreversible self-exclusion be applied without any delay. I do not wish to have access to your services again under any circumstances.

Please confirm in writing as soon as this has been completed.

Sylvest

há 5 meses

Iwild.

I am writing to formally request that the following actions be taken immediately:

1. Deletion of all my personal data
Please permanently delete all personal information related to my account, including but not limited to:

Account details

Uploaded documents

Verification data

Transaction history

Any other stored personal information

This request is made in accordance with applicable data protection regulations, including GDPR.

2. Permanent self-exclusion
I request a total, permanent, and irreversible self-exclusion from iWild Casino.
I do not wish to access or use your services again under any circumstances, now or in the future.

3. Formal concern regarding your procedures
I would also like to raise a serious concern regarding how your casino handles situations involving problem gambling.

From my experience, withdrawals are stopped when a player decides to quit, which effectively means that if someone has a gambling problem and wants to leave, their funds are withheld. Additionally, the self-exclusion process takes several days to be fully applied, during which the player remains exposed to further gambling and potential losses.

In my opinion, this setup appears to benefit the casino rather than protecting vulnerable players. I strongly believe that gambling authorities and responsible gambling organizations should closely review how these procedures are handled.

I urge you to seriously consider warning players about these practices. Public feedback platforms, such as Trustpilot, already reflect similar concerns from other users.

Please confirm in writing once:

All my personal data has been deleted, and

The permanent self-exclusion has been fully applied.

Anders Sylvest

Raio-X do iWild Casino

Resolvido 53 / 53

Valor médio $3,214

Duração média da reclamação 9 dias

Resposta média 2 dias

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Dear Player,

Your documents have been successfully received and sent for review. We appreciate your patience and understanding while we process your verification. You will be immediately informed via email as soon as there are any updates.
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After 3 days, I tried to contact them to see where we are. No one answers me. I've tried multiple devices and browsers, and they blocked me in their live chat.

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My total account balance is approximately 3,609.50 EUR. However, iWild Casino applies strict withdrawal limits per transaction/day, which prevents me from withdrawing my full balance at once. For this reason, this complaint concerns the full outstanding balance, not only the currently pending 500 EUR.

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