iWild Casino - Spilleren anmoder om refusion af de indbetalinger, han har foretaget efter at have anmodet om lukning af sin konto.

Hello,

Despite repeated requests over several weeks, and now also with reference to my gambling addiction, my account has finally been blocked.

Since the last emails about the account being blocked, I have deposited 4750 euros.

There are no time limits after 60 minutes; you can deposit an unlimited amount, and self-exclusion is not possible. Because of this, I deposited more and more money. Furthermore, this arrangement is not subject to German law, and I've seen that it's not legal in Germany either.

For this reason, I would like the 4750 euros back.

Hallo,

trotz mehrfacher Aufforderung seit Wochen und nun auch mit Hinweis auf meine spielsucht wurde mein Konto endlich gesperrt

ich habe seit den letzten emails zum sperren 4750 Euro eingezahlt.

es gibt keine Sperren nach 60 min man kann unendlich einzahlen und auch kein Selbstausschluss ist möglich. Dadurch habe ich immer mehr und mehr Geld eingezahlt. Zudem ist diese Regelung nicht mit deutschem Recht verbunden und ich habe gesehen dass es in Deutschland auch nicht erlaubt ist.

aus diesem Grund möchte ich die 4750 Euro zurück haben

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when you first requested to have your account closed due to gambling addiction and when exactly the casino closed your account?
• Please forward me your account closure requests as complete, original emails, along with the casino's responses, at veronika.f@casino.guru.
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?

Please note that we at Casino Guru do not deal with complaints related to licensing regulations or regulatory policies. I understand your point; however, unfortunately, we are not in a position to assist you with this matter. We are an independent online casino database that acts as a mediator in resolving disputes between players and casinos. We have no authority to enforce regulatory requirements or determine whether a casino's rules comply with applicable licensing regulations.

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

Best regards

Veronika

Hello Veronika

An email has been sent to you. I never received a reply from the casino via email.

I then inquired again in the chat about my two emails, and then my account was closed.

I started the KYC process, but I don't think it was completed.

Hallo Veronika

email an dich wurde versendet . Per Email hab ich vom Casino nie eine Antwort erhalten.

Ich habe dann nochmal im Chat nachgefragt nach meinen 2 Emails und dann wurde mein Konto geschlossen. 

Das KYC habe ich gestartet wurde aber glaub ich nicht abgeschlossen 

Thank you for your email. I have reviewed the message you sent to the casino on 21 July. According to the Responsible Gaming section of iWild Casino:

7. Self-Exclusion

If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at iwildcasino.com, you can permanently block your access by contacting our Customer Service team by emailing support@iwildcasino.com. If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@iwildcasino.com.

The email I received from you was sent to finance-team@iwildcasino.com. Please note that this is not the correct email address to request self-exclusion. Have you sent any of your requests to the support email mentioned on the casino website?

Yes, I sent emails to Finance and Support - I haven't received a reply from either address regarding the refund.

Ja ich habe an Finance und an Support die Emails gesendet - bei beiden Adressen habe ich auch keine Rückantwort mehr erhalten wegen der Rückzahlung

Could you please forward me the email with your self-exclusion request that you sent to the correct support address?

Also, please send me screenshots of your chat conversations regarding the closure of your account.

Hello,

I just sent the email – I no longer have the chat history. It was in the chat and the employee then blocked it.

Hallo,

die Mail hab ich gerade gesendet - chatverlauf habe ich keine mehr. Es war im Chat und der Mitarbeiter hat es dann gesperrt

Dear Chrizzzzzz,

Thank you for your response.

I have reviewed all the evidence you provided during our investigation. Unfortunately, based on the available evidence, we are unable to assist you with your refund request.

Your email from 21 July was sent to an incorrect email address. When assessing self-exclusion cases, we need to establish that the player made a clear and reasonable effort to self-exclude and that the casino was adequately informed of the need for such a restriction.

As part of our investigation, it is also important to consider the responsible gambling options provided by the casino and whether the player followed the available procedure for requesting self-exclusion. If you are ever unsure about the correct procedure, you can also contact the casino's customer support via live chat and ask them to guide you through the appropriate process.

Unfortunately, you have not provided us with any chat transcripts or other emails showing that you informed the casino through the correct communication channel about gambling-related harm or requested the closure of your account due to gambling problems. The evidence currently available therefore does not allow us to establish that the casino received a sufficiently clear self-exclusion request on the grounds of gambling-related harm.

For these reasons, we are unable to request a refund of the deposits you lost, and the complaint will therefore be rejected.

Thank you for your understanding.

Best regards

Veronika

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