iWild Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

Dear CASINO GURU,

I would like to thank you in advance for your work.

I would like to ask for your help to solve the problem with this casino. Whenever I start a journey, whatever the casino, my first step is to check the account before depositing. At i wild casino, it was no different. The first time I deposited, (with a fully verified account) I made a deposit of €20 but ended up losing everything. On the second deposit of €20, WHICH I DIDN'T USE ANY BONUSES ON, I got over €400. I tried to make a withdrawal and that's when it all started. The casino didn't accept my winnings, confiscated my entire balance and then closed my account claiming multiple accounts, something that is TOTALLY FALSE. Since that day, the casino has not communicated with me and I have no access to my account. I have proof of everything. I live in Portugal, a small country with many rural areas, it's not my fault that the operator provides the same IP to several users. I've been a legitimate player for several years and I've never had this kind of problem.

I want to prove to I WILD CASINO that I am a verified and completely fair player.

Best regards,

Romarico ****

Prezado CASINO GURU,

Desde já, quero agradecer pelo vosso trabalho.

Venho pedir a vossa ajuda para resolver o problema com este casino. Sempre que início uma jornada, seja qual casino for, o meu primeiro passo é verificar a conta em antes de depositar. No i wild casino, não foi diferente. Na primeira vez que depositei,(com a conta totalmente verificada) fiz um depósito de 20€ mas acabei por perder tudo. No segundo depósito de 20€, NO QUAL NAO USEI QUALQUER TIPO DE BONUS, consegui uma quantia de mais de 400€. Tentei fazer um saque e foi aí que tudo começou. O casino não aceitou os meus ganhos, confiscou todo o meu saldo e de em seguia encerrou a minha conta alegando múltiplas contas, algo que é TOTALMENTE FALSO. Desde esse dia, o casino não comunica comigo e não tenho acesso à minha conta. Tenho provas de tudo. Vivo em Portugal, um país pequeno com muitas zonas rurais, não tenho culpa que a operadora forneça o mesmo IP a vários utilizadores. Sou um jogador legítimo há vários anos e nunca tive este tipo de problema.

Quero provar ao I WILD CASINO que sou um jogador verificado e completamente justo.

Com os melhores cumprimentos,

Romarico ****

Dear Romsilva,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you registered your account in January 2025?
• When did you complete verification in the casino, and which documents did you submit?
• Is there any chance that someone using your IP address or living close to you opened another account in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomás,

- I'm not sure what day I created the account and as I don't have access to it, I can't tell you the right day. My first deposit was on 24/01/2025.

- The documents I presented to the casino were: ID card, proof of residence and bank statement. I can't find out the verification date.

- I'm sure that my gaming sessions took place at home, on my fixed IP, but it's likely that I connected via mobile data. (I don't know if anyone close to me registered at the casino.

Sincerely,

Tomás.

Prezado Tomás,

• Nao tenho certeza em que dia criei a conta e como não tenho acesso á mesma, não consigo dizer a você o dia certo. O meu primeiro depósito foi a 24/01/2025.

• Os documentos que apresentei ao casino foram: Cartão de Cidadão, comprovativo de residência e extrato bancário. A data de verificação não consigo saber.

• Tenho a certeza que as minhas sessões de jogo foram feitas em casa, no meu IP fixo, mas é provável que me tenha conectado através dos dados móveis. (Não tenho conhecimento se quer, se alguém próximo de mim, se registou no casino.

Atenciosamente,

Tomás.

Thank you very much, Romsilva, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello dear Tomás.

Thank you very much for your time and help.

All the best to you.

Olá caro Tomás.

Muito obrigado pela disponibilidade e ajuda.

Tudo de bom para você.

Dear Romsilva,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite iWild Casino representative to join this conversation.

Dear iWild Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear Katarina,

The player initiated a chargeback through their payment provider, which constitutes a violation of our platform’s terms and conditions. As a result, the player’s account has been permanently closed.

Best regards,

iwildcasino representative.

So the account wasn't closed because of a duplicate account? Is this a joke?

IT'S COMPLETELY FALSE.

The deposits I've made at this casino have always been via MB WAY. The deposit is made almost instantly and there is no way to ask for a refund. Stop lying.

Então a conta não foi encerrada por conta duplicada?? Isso é uma brincadeira.?

É COMPLETAMENTE FALSO.

Os depósitos que fiz neste casino, sempre foi via MB WAY. O depósito é feito quase instantaneamente e não há maneira de pedir devolução. Parem de mentir.

Dear iWild Casino,

we take all accusations very seriously. Please provide evidence supporting your claims and send it to katarina.d@caisno.guru.

Dear Katarina,

We will request all necessary information from the relevant department and provide you with the information as soon as we receive it.

Best regards,

iwildcasino representative.

Dear Katarina,

There's not much the casino can ask for.

Anyone who knows the MB WAY payment method, associated with MB MULTIBANCO, knows that it is the most efficient payment method there is, where the deposit is almost instantaneous and can only be made if the player has money available in the bank.

I don't understand the casino's position, not least because this wasn't even the reason for closing the account.

Best regards,

Romarico S*****.

Querida Katarina,

Não há muito que o casino possa solicitar.

Quem conhece o método de pagamento MB WAY, associado ao MB MULTIBANCO sabe que é o método de pagamento mais eficiente que existe, onde o depósito é quase instantâneo e só é possível realizar o mesmo, se o jogador possuir dinheiro disponível no banco.

Nao entendo a posição do casino, até porque nem era este o motivo do encerramento da conta.

Com os melhores cumprimentos,

Romarico S*****.

Dear iWild Casino,

Thank you for the update. I will await the necessary documentation.

katarina.d@caisno.guru

Dear Katarina,

Thank you for your patience. Following a detailed review, we have confirmed that the player's account was closed due to a violation of the site's Terms and Conditions, namely the creation of duplicate accounts. In connection with the detection of a duplicate, the player's last deposit was refunded, and the account has been permanently closed.

Best regards,

iwildcasino representative.

Dear Katarina,

I WILD CASINO where do we stand?

I NEVER created a duplicate account and the casino NEVER refunded my deposits. The casino's claims are very serious and completely false.

Sincerely,

Romarico.

Querida Katarina,

I WILD CASINO em que é que ficamos?

Eu NUNCA criei uma conta duplicada e o casino NUNCA reembolsou os meus depósitos. As afirmações do casino são muitos graves e completamente falsas.

Atenciosamente,

Romarico.

Dear iWild Casino,

Based on your responses, Romsilva has been accused of both initiating a chargeback and creating a duplicate account. To date, no supporting evidence has been provided. As previously stated, we take all accusations seriously and require substantiation in the form of documentation or other proof. Given the unnecessary prolongation of this case, a final deadline of seven days is being set. Please submit all supporting documentation to katarina.d@casino.guru. We will await your email.

Dear Katarina,

We have sent a formal communication to the email address you provided. We kindly request that you review the contents and take the necessary actions based on the information outlined to facilitate the resolution of this matter.

Best regards,

iwildcasino representative.

Dear iWild Casino,

thank you for your email and information provided. I have followed up with the response.

Dear Katarina,

We have sent you a response via email.

Please review the provided files with explanations and add them for consideration to make a decision on this matter.

Thank you for your assistance.

Best regards,

iwildcasino representative.

Dear iWild Casino,

thank you for your email and information provided. I have followed up with the response.

Looking forward to your reply.

Dear Romsilva,

does any member of your family play at the iWild casino, please?

Hello, Katarina,

Thank you for your message.

I do indeed have a large family (uncles, aunts, cousins, etc.), but there are only four of us living in my house: me, my parents and my sister. I can assure you with complete certainty that I'm the only one in the house who plays online casinos and has an account at iWild Casino.

If you need any further clarification, I'm happy to help.

Best regards,

Romsilva

Olá Katarina,

Obrigado pela sua mensagem.

De facto, tenho uma família grande (tios, tias, primos, etc.), mas na minha casa vivemos apenas quatro pessoas: eu, os meus pais e a minha irmã. Posso garantir com total certeza que sou o único cá em casa que joga em cassinos online e que possui conta no iWild Casino.

Se for necessário esclarecer algo mais, estou inteiramente disponível.

Cumprimentos,

Romsilva

Dear Romsilva,

thank you for your message.

Dear iWild Casino,

have you received my email, please? I would appreciate your insights on this matter.

Dear Katarina,

We have sent you a letter containing a detailed response to your questions along with all relevant information.

Kindly review the contents and take them into consideration for resolving the matter.

Thank you for your cooperation. We look forward to a prompt resolution.

Best regards,

iwildcasino representative.

Dear iWild Casino,

thank you for your message and for your email with the evidence included.

Dear Romsilva,

thank you for your patience.

I was provided with evidence supporting the iWild casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but 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. If you are not satisfied with the complaint solution, I recommend you to consult the Curacao Gaming Control Board https://www.gamingcontrolcuracao.org/contact), the gambling authority that the casino is regulated by.

Thank you very much, iWild Casino, for providing information and for your cooperation.

Best regards,

Katarina