iWild Casino - Se ignoró la solicitud del jugador de cerrar su cuenta.

Ladies and Gentlemen

I asked the casino on 07/08/22 in the chat to block my account and again via e-mail on 07/08/22.

However, this was not done. As a result, I kept playing and lost another €778. These must be reimbursed. I'm addicted to gambling and they didn't help me here. (Unfortunately, a file can be uploaded as an attachment)

Sehr geehrte Damen und Herren,

ich habe das Casino am 08.07.22 im Chat dazu aufgefordert dass Sie meinen Account sperren und auch nochmals via E-Mail am 08.07.22.

Dies wurde jedoch nicht getan. Hierdurch habe ich weitergespielt und weitere 778 € verloren. Diese müssen erstatten werden. Ich bin spielsüchtig und man hat mir hier nicht geholfen. (Es lässt sich leider Datei im Anhang hochladen)

Hello eurogalaxy85,

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 you have mentioned that you have gambling addiction to the casino? How long after your request did you lose your money? Is your account currently still active?

Please forward the request sent to the casino and any additional proof to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

The account is currently still active. I have told the casino via chat and email that I am addicted to gambling.

1 day passed after the next deposit. I will send you the proof of this via email to nikolas.b@casino.guru

Das Konto ist derzeit noch aktiv. Ich habe dem Casino im Chat sowie via Mail gesagt dass ich spielsüchtig bin.

Es verging 1 Tag nach der nächsten Einzahlung. Die Nachweise hierzu sende ich Ihnen via Mail an nikolas.b@casino.guru

Hello eurogalaxy85,

Before we would get in touch with the casino, could you please forward the self exclusion request with the receiver e-mail visible (the casino's e-mail)

Thanks in advance.

Hi,

just forwarded the mail to nikolas.b@casino.guru.

Hi,

habe die Mail soeben an nikolas.b@casino.guru weitergeleitet.

Thank you eurogalaxy85 for the e-mail. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi eurogalaxy85,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello.

We are always ready to support the player if he wants to block his account. But, unfortunately, we did not receive a request from you. We are sure that if we received a letter from you, we would immediately block your account.

Now you need to duplicate your request to close your account to the support mail.

As soon as they receive it, the account will be closed.

We also want to remind you that all transactions that were made before the account was closed are not subject to a refund. That is, you will not be able to get your money back. This information is specified in the rules of our casino.

Based on your problem, we want to say that it is better for you not to make deposits. And you should wait for the account to be blocked.

Thanks for understanding,

iWildCasino 

Hi eurogalaxy85,

may I kindly ask you to forward me the same screenshot, but with a visible part of the address where you sent it? I do trust you, I just need it since it is more relevant evidence.

Additionally, you have mentioned communication with chat, do you have some evidence to sustain your claims?

Okay, what email address should I send you the screenshot to?

Okay an welche E-Mail Adresse soll ich Ihnen den Screenshot senden?

You can post it into this thread or forward it to my email address, jozef.k@casino.guru.

I have just one further question for you, have you tried to reach their live chat support about the issue?

Yes. I spoke to live chat support about this. I stated in the chat that I am addicted to gambling. Unfortunately I have no proof of this. The email address jozef.@casino.guru does not work.

Ja. Ich habe mit dem Live Chat Support diesbezüglich gesprochen. Ich habe im Chat angegeben dass ich spielsüchtig bin. Einen Nachweis hierzu habe ich leider nicht. Die E-Mail Adresse  jozef.@casino.guru funktioniert nicht.

I am sorry I mistyped it, it is jozef.k@casino.guru .

Dear iWild Casino team.

Thank you very much for your cooperation with this case. May I kindly ask you to provide us or the player with the chat history/transcript he had with your support? Additionally, the player's evidence of the sent email to your support seems to be valid, please, could you investigate if it was just missed?

Gambling addiction is a quite serious issue, and it should be handled asap. Do I understand correctly that the player's account is still opened?

Dear eurogalaxy85!

We have reviewed your complaint in detail.

Indeed, you sent a letter to close your account, but unfortunately, it was sent to spam. For this reason, your account was not closed immediately upon your request.

We apologize for the inconvenience caused.

By decision of the administration, the amount of €778 will be returned to your payment method.

How the refund will be made, we will additionally notify you in this complaint.

Best regards,

iWildCasino

Mostafa, tell us please the exact date from which you want us to return your deposits. 

From 07/09/22

Ab dem 09.07.22

The amount of transactions since the date you indicated is 981 euros. There were 20 transactions. Do you want to withdraw these funds?

Could you maybe check again. I mean it would have been more. If not. Can you transfer the amount of 981 € to my payment method. As soon as possible.

Thanks so much

Könnten Sie vielleicht nocheinmal prüfen. Ich meine es wäre mehr gewesen. Falls nicht. Können Sie den Betrag in Höhe von 981 € auf meine Zahlungsmethode überweisen. Bitte schnellstmöglich.

Vielen lieben Dank

We have checked.

The amount of deposits is 981 euros. We are ready to send a withdrawal request now, please confirm that this amount needs to be withdrawn.

I confirm that the amount of €981 must be paid to me.

Ich bestätige dass der Betrag in Höhe von 981 € an mich ausgezahlt werden muss.

Good news! We have sent a request for a refund.

Keep in touch!

Dear Casino Guru Team,

I regret to say that I have not received the promised €981 to date.

Please continue to look into the case. I am very grateful to you for your help.

Warm greetings

Sehr geehrtes Casino Guru Team,

mit Bedauern muss ich feststellen dass ich bis heute nicht die versprochenen 981 € erhalten habe.

Bitte kümmern Sie sich weiter um den Fall. Ich bin Ihnen für ihre Hilfe sehr dankbar.

Liebe Grüße

Dear iWild Casino team.

May I kindly ask you to react?

Hello!

These payments take some time to process, usually up to 5 business days. Let's wait, because this time has not yet passed.

Best regards,

iWildCasino

OK! Then the amount must be in my bank account by tomorrow at the latest. Because according to them you initiated the refund on Tuesday 8/9/22.

According to Section 3 of the Federal Holidays Act (BurlG), all calendar days that are not Sundays or public holidays are considered working days. That includes Saturday.

Tomorrow 5 full business days will have passed.

Okay! Dann muss der Betrag spätestens morgen auf meinem Bankkonto sein. Denn laut ihnen haben Sie die Rückerstattung am Dienstag 09.08.22 veranlasst.

Laut § 3 des Bundesurlaubsgesetzes (BurlG) gelten alle Kalendertage, die keine Sonntage oder gesetzliche Feiertage sind, als Werktage. Dazu gehört auch der Samstag.

Morgen sind 5 vollständige Werktage verstrichen.

I received the following further response from IWildCasino:

Ich habe folgende weitere Antwort von IWildCasino erhalten:

Dear Casino Guru Team,

I kindly ask you to get involved here. According to the latest reply from IWild Casino, funds are processed within 5 working days. According to IWildCasino Chat, the finance department works daily

from 9:00 a.m. to 6:00 p.m.!

Bank transfers are processed within 1-2 days. However, I haven't been able to find any receipt of payment so far.

The payment is said to have gone into processing on 8/9/22. That's 9 days ago!

Sehr geehrtes Casino Guru Team,

ich bitte Sie vielmals darum sich hier einzuschalten. Laut der letzten Antwort von IWild Casino werden die Gelder innerhalb von 5 Arbeitstagen bearbeitet. Die Finanzabteilung arbeitet laut Auskunft des IWildCasino Chats, täglich

von 9:00 - 18:00 Uhr!

Überweisungen werden von der Bank innerhalb von 1-2 Tagen durchgeführt. Trotzdem kann ich bis jetzt keinen Zahlungseingang feststellen.

Die Zahlung soll am 09.08.22 in die Bearbeitung gegangen sein. Das ist 9 Tage her!

Hi eurogalaxy85,

I am very sorry that you have to wait so long. So far, we have had only good experiences with the iWild Casino. Since the casino team decided to do the refund. I would highly recommend staying patient, and I am convinced that you will receive it. Let's wait till the timer ends, and if you won't receive the payment, we can ask the casino team where is a problem.

Dear Jozef,

we are only being put off here. How can it be that the casino cannot say specifically whether the transfer was made or not. I ask that the casino be contacted now. In total, even 10 days have passed since the promise that it will be paid out. So it's high priority that the payment has to be in my account now!

Lieber Jozef,

wir werden doch hier nur vertröstet. Wie kann es sein, dass das Casino nicht konkret sagen kann ob die Überweisung nun durchgeführt wurde oder nicht. Ich bitte vielmals darum dass das Casino jetzt angeschrieben wird. Insgesamt sind ja sogar seit dem Versprechen dass es ausgezahlt wird sogar 10 Tage vergangen. Es ist also höchste Eisenbahn dass die Zahlung jetzt auf meinem Konto sein muss!

This is the 11th day after I was promised a refund and I still can't see any payment! The statements of the casino are also very vague and unfortunately in very bad German. It means that applications have been made to the bank? An alternative payment method should be used if it doesn't work?

yes good It obviously didn't work. Which alternative payment method would you like to use?

I received this correspondence via e-mail via Jozef from Casino.Guru and I must say that I find it a great pity that such ambiguous statements on the part of the casino are not questioned!

Dies ist der 11. Tag nachdem mir versprochen wurde, dass ich das Geld zurückerstattet bekomme und ich kann immer noch keinen Zahlungseingang festsellen! Die Aussagen des Casinos sind auch sehr schwammig und leider in sehr schlechtem deutsch. Es heißt dass Anträge bei der Bank gestellt wurden? Eine alternative Zahlungsmethode soll verwendet werden wenn es nicht klappt?

Ja gut. Es hat ja offensichtlich nicht geklappt. Welche alternative Zahlungsmethode möchten Sie verwenden?

Diesen Schriftwechsel erhalte ich via E-Mail über Jozef von Casino.Guru und ich muss sagen dass ich es sehr schade finde, dass solche uneindeutigen Aussagen seitens des Casinos nicht hinterfragt werden!

Hello, Mostafa and Jozef!

We inform you that we have not forgotten about you, Mostafa. We have re-requested a refund. I'm attaching a screenshot for you to see. We are sorry that the refund is delayed. 

As soon as you receive money in your account, can I ask you to remove a negative review about our casino? I'll be very thankful.

When the money is on it, I remove the negative rating!

Wenn das Geld drauf ist, entferne ich die negative Bewertung!

I THINK THAT YOU MUST ENTER THE SWIFT CODE COMPLETELY ALSO WITH THE XXX! Please note that according to your screenshot, the value date is 08/22/22. That means the money has to be in my bank account today!

ICH DENKE DASS SIE DEN SWIFT CODE VOLLSTÄNDIG ALSO AUCH MIT DEN XXX EINTRAGEN MÜSSEN! Bedenken Sie bitte, dass laut ihrem Screenshot der Tag der Wertstellung auf den 22.08.22 datiert ist. Das bedeutet, dass das Geld heute auf meinem Bankkonto sein muss!

I got the money back. Thank you IWILDCASINO!

Ich habe das Geld zurückerhalten. Vielen Dank, IWILDCASINO!

Dear eurogalaxy85,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef