iWild Casino - El jugador lucha por recibir su reembolso.

I feel cheated by this casino, since I am prohibited from gambling due to Responsible Gaming and I deposited €450, after trying to contact them to get them refunded since I could not play, it is impossible, I do not receive the money or any response for their part, in addition to a possible initial withdrawal of €450 that was later subtracted from me.

Me siento estafada por este casino, ya que tengo prohibido el juego por Juego Responsable y deposite 450€, después de intentar contactar con ellos para que me los reembolsasen ya que no pude jugar, es imposible no recibo ni el dinero ni ninguna respuesta por su parte, además de un posible retiro inicial de 450€ que luego me los restaron.

Hello Gayosomar,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWildcasino. 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? What kind of responsible gambling tool are you talking about, is your account blocked or self-excluded? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

If it is verified since March 20, 2023, my account was blocked without notifying me, I spoke to them yesterday several times to get my money refunded, but I do not receive any response from them, I do not know why they say that I have problems to receive the refund, if I have a verified account, what can I do? Thank you

Si esta verificada desde el dia 20 de marzo de 2023,mi cuenta me la bloquearon sin avisarme, hable con ellos ayer varias veces para que me reembolsasen mi dinero, pero no recibo ninguna respuesta por su parte, no se porque dicen que tengo problemas para recibir el reembolso, si tengo la cuenta verificada, que puedo hacer? Gracias

Hello Gayosomar and thank you for the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Gayosomar,

I am so sorry to hear you haven't received the refund. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an iWildcasino representative to join this conversation and participate in the resolution of this complaint.

Dear iWildcasino,

Could you please state why the player's refund has not yet been paid out and when she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Guru and Gayosomar,

The first thing I would like to clarify is that the client did not complete the verification procedure.

The second is that the client received a bonus of 10 euros, which is 50% of his deposit of 20 euros. Our rules state that the maximum withdrawal amount in this case is 5x of the bonus amount, i.e. 50 euros. The client requested a withdrawal of 500 euros, after which 450 euros were deducted from his balance.

Thirdly, when registering, the client ticked the box stating that he had read the terms and conditions of our casino. This means that the client is aware that he should have warned us about his addiction. We comply with all rules and counteract the gambling addiction of our players, however, our licensee does not oblige us to pre-screen our customers for gambling addiction. Therefore, your account was blocked after your appeal where you identified your addiction.

Dear iWildcasino,

Thank you for your response and the information provided.

Could you please state if you were able to verify the player?

Has the player received any payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear Guru,

The client did not go through the full verification process, we were waiting for the documents at the moment when the client reported his addiction.

The client did not receive payment.

Dear iWildcasino,

Has the player provided you with the documents?

Thank you for providing the information in advance.

Kind regards,

Stefan

Good morning

If you provide the documents at the time.

Thank you

Buenos dias

Si proporcione los documentos en su momento.

Gracias

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 Gurus,

The client provided only his selfie and bills, we did not receive other necessary documents.

They didn't ask me either

Tampoco me los solicitaron

Dear iWildcasino,

Could you please state if the player has mentioned the addiction before wagering the bonus or after it was already wagered?

I am looking forward to your response.

Kind regards,

Stefan

Dear Guru,

The client reported his addiction after wagering.

I inform you that the customer has requested a refund of 70 euros through his bank. These funds were returned to the client. We believe that the complaint can be closed.

Lie I received nothing

Mentira no recibi nada

Dear iWildcasino,

Has the player used a chargeback to get his deposit back?

Thank you very much in advance.

Kind regards,

Stefan

Dear Guru,

Unfortunately, we do not know who submitted the refund request, but we were notified that the bank recognized these transactions as fraudulent, after which the funds were returned.

Dear iWildcasino,

Could you please provide us with proof that the player or a bank has requested a chargeback of 70€? You can send it to my email address stefan.m@casino.guru.

I am looking forward to your response.

Kind regards,

Stefan

Dear Gurus,

Sent you an email with details

Dear iWild Casino,

I have responded to your email. Please let me know once you respond to my email.

Thank you very much in advance.

Kind regards,

Stefan

Dear Guru,

We have responded to your letter.

Dear iWild Casino,

I have responded to your email. Please let me know once you respond to my email.

Thank you very much in advance.

Kind regards,

Stefan

Dear Guru,

Unfortunately, we did not receive your letter, we wrote to you about it.

I just want my money, please, thank you

Yo solo quiero mi dinero, por favor, gracias

Dear iWild Casino,

I have sent you an email again.

Kind regards,

Stefan

Dear Guru,

In the correspondence by mail, we were unable to provide solid evidence of the return of funds to the player in the amount of 70 euros, as they were carried out on the side of the bank, and we were refused to provide evidence.

However, this does not change the matter. The client reported his addiction after making deposits. It was blocked immediately after that. We see no reason to return all funds to the client.

Dear iWild Casino,

Thank you for your response.

From our point of view, the player should be paid 50€ as the maximum cashout from the bonus is 5x the deposit amount.

I would like to kindly ask you to consider paying the player the abovementioned amount.

Kind regards,

Stefan

Dear Guru,

We respect your decision, so we will implement it.

Dear Customer,

Your account has been opened and 50 euros have been credited to it. Please finish verification and create a withdrawal request.

They paid me €50 and I lost it, can you pay me the rest, thanks

Me abonaron los 50€ y los perdi, me pueden abonar el resto, gracias

Dear iWild Casino,

Thank you for your response and your cooperation is much appreciated.

How is it possible that the player was able to play when he should be self-excluded?

Dear Gayosomar,

You are not eligible to receive the rest of the amount as the bonus had a maximum cashout of 5x the deposit.

Thank you very much in advance.

Kind regards,

Stefan

Ok, I agree, I accept the €50, since if it was excluded, they should not be allowed to play it, only withdraw it, I hope for a response from you and that you understand it,

Very kind and thanks in advance,

All the best

Vale estoy de acuerdo, acepto los 50€, ya que si estaba excluida no deberian permitir jugarlos, solo retirarlos, espero una respuesta por su parte y que lo entiendan,

Muy amables y gracias de antemano,

Un saludo

Dear Stefan

What I cannot understand, apart from not receiving the refund, is that the casino insists on my addiction and lets me continue depositing, please make me a refund of €50 and cancel my account, that should be penalized in my opinion ,

Thank you,

Sorry for the inconvenience,

All the best

Estimado Stefan

Lo que no puedo entender a parte de no recibir el reembolso, es que el casino insiste en mi adiccion y me deje seguir depositando, por favor que me haga el reembolso de los 50€ y cancele mi cuenta, eso deberia estar penalizado a mi entender,

Gracias,

Disculpe las molestias,

Un saludo

Dear Guru,

The client was credited with 50 euros. We gave the client the opportunity to return his funds, but he lost them. What do you think we should do next?

Nobody executed my self-exclusion

Nadie me ejecuto la autoexclusion

They leave the page for two days to play and suddenly they close it, I hope they take it into account

Me dejan dos dias la pagina para jugar y de repente la cierran, espero que lo tengan en cuenta

Dear iWild Casino,

First of all, the player should be already self-excluded and should not be allowed to play at all.

Could you please find a way how to pay the player so she won't be able to lose it?

Thank you very much in advance.

Kind regards,

Stefan

Dear Stefan,

We have sent you an email, please check it out.

Dear iWild Casino,

I have responded to your email.

Kind regards,

Stefan

Dear Gayosomar,

Please send your IBAN / BIC payment details, first and last name to alexandr@iwildpartners.com

Please also attach a screenshot from your banking, which will show that this account belongs to you.

Information and requested documentation sent, to the corresponding email,

Thank you

Informacion y documentacion solicitada enviada,al email correspondiente,

Gracias

Dear Gayosomar,

The funds have been sent to the bank account you sent in the email. The transaction will be processed within 1-5 business days.

OK, thanks a lot,

All the best

Ok muchas gracias,

Un saludo

Dear Gayosomar,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Good afternoon,

I have received €50,

Thank you,

All the best

Buenas tardes,

He recibido 50€,

Gracias,

Un saludo

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Gayosomar, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan

Casino.Guru