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I am filing an official complaint regarding the online casino iWild Casino due to the unfair closure of my account and freezing of my funds.

After legitimate profits I made on the platform, my account was closed on the grounds of "multiple accounts", which I categorically deny as I have not created or used a second account. Furthermore, I would like to point out that there is no logical or fair justification for restricting my access to the platform, as as a user I should be able to use my account freely from my home, from my workplace or from my mobile phone, whenever I wish, as long as I do not violate the terms of use.

This restriction, combined with the closure of my account without clear evidence, reinforces the feeling of unfair and arbitrary treatment.

Υποβάλλω επίσημη καταγγελία σχετικά με το online casino iWild Casino λόγω άδικου κλεισίματος του λογαριασμού μου και δέσμευσης των χρημάτων μου.

Μετά από νόμιμα κέρδη που πραγματοποίησα στην πλατφόρμα, ο λογαριασμός μου έκλεισε με την αιτιολογία περί "πολλαπλών λογαριασμών", κάτι που αρνούμαι κατηγορηματικά καθώς δεν έχω δημιουργήσει ούτε χρησιμοποιήσει δεύτερο λογαριασμό.Επιπλέον, θα ήθελα να επισημάνω ότι δεν υπάρχει καμία λογική ή δίκαιη αιτιολόγηση στον περιορισμό της πρόσβασής μου στην πλατφόρμα, καθώς ως χρήστης θα πρέπει να έχω τη δυνατότητα να χρησιμοποιώ τον λογαριασμό μου ελεύθερα από το σπίτι μου, από τον χώρο εργασίας μου ή από το κινητό μου, οποιαδήποτε στιγμή το επιθυμώ, εφόσον δεν παραβιάζω τους όρους χρήσης.

Ο περιορισμός αυτός, σε συνδυασμό με το κλείσιμο του λογαριασμού μου χωρίς σαφή αποδεικτικά στοιχεία, ενισχύει την αίσθηση άδικης και αυθαίρετης μεταχείρισης.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Liakosp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play?

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

Best regards,

Veronika

Dear Veronica,

Thank you for your response.

I confirm that I only have one account registered with my personal details at this casino.

I also played from the home of a friend of mine, who also has a verified account at the same casino. However, I have never used or managed his account, nor has he mine. I simply logged in and played from that location.

I have successfully completed the KYC verification process.

I have never used a VPN, proxy or any IP hiding software when accessing the casino.

My winnings came after completing the required turnover of the active bonus, according to the casino's terms and conditions.

In addition, I had previously successfully withdrawn 25 USDT from a previous free spins offer, after the required turnover was completed normally, without any problems or observations in my account.

During my gaming career I played on various providers, including Pragmatic Play, Amatic, Playtech, Playson, 3 Oaks, Hacksaw, Play'n GO, 14Spins, Belatra and Endorphina.

I respectfully maintain that I did not violate the casino rules or create multiple accounts and I respectfully request a fair and independent review of my case.

Αγαπητή Βερόνικα,

Σας ευχαριστώ για την απάντησή σας.

Επιβεβαιώνω ότι διαθέτω μόνο έναν λογαριασμό καταχωρημένο με τα προσωπικά μου στοιχεία στο συγκεκριμένο καζίνο.

Έπαιξα επίσης από το σπίτι ενός φίλου μου, ο οποίος διαθέτει και ο ίδιος επαληθευμένο λογαριασμό στο ίδιο καζίνο. Ωστόσο, δεν έχω ποτέ χρησιμοποιήσει ή διαχειριστεί τον λογαριασμό του, ούτε εκείνος τον δικό μου. Απλώς συνδέθηκα και έπαιξα από την τοποθεσία αυτή.

Έχω ολοκληρώσει επιτυχώς τη διαδικασία επαλήθευσης KYC.

Δεν έχω χρησιμοποιήσει ποτέ VPN, proxy ή οποιοδήποτε λογισμικό απόκρυψης IP κατά την πρόσβασή μου στο καζίνο.

Τα κέρδη μου προήλθαν μετά την ολοκλήρωση του απαιτούμενου τζίρου του ενεργού μπόνους, σύμφωνα με τους όρους και τις προϋποθέσεις του καζίνο.

Επιπλέον, είχε προηγηθεί και επιτυχής ανάληψη 25 USDT από προηγούμενη προσφορά free spins, αφού ολοκληρώθηκε κανονικά ο απαιτούμενος τζίρος, χωρίς να υπάρξει οποιοδήποτε πρόβλημα ή παρατήρηση στον λογαριασμό μου.

Κατά τη διάρκεια του παιχνιδιού μου έπαιξα σε διάφορους παρόχους, όπως Pragmatic Play, Amatic, Playtech, Playson, 3 Oaks, Hacksaw, Play’n GO, 14Spins, Belatra και Endorphina.

Διατηρώ με σεβασμό τη θέση ότι δεν παραβίασα τους κανόνες του καζίνο ούτε δημιούργησα πολλαπλούς λογαριασμούς και ζητώ ευγενικά μία δίκαιη και ανεξάρτητη επανεξέταση της υπόθεσής μου.

Dear Liakosp and Casino Guru,

iWild operates within the published Terms and Conditions, agreed to upon signup. These Terms prohibit ownership of multiple accounts by the same player:

5.11. Only one Casino Account per Player is allowed. Should You attempt or successfully open more than one Casino Account, under Your own name or under any other name, or should You attempt or succeed in using the Website by means of any other person's Casino Account, Casino will be entitled to immediately close all Your Casino Account(s), retain all monies in such Accounts and ban You from the future use of the Website.

iWild utilizes a combination of manual and automated tools to determine violations of this clause and to avoid potential false positives, such as a simple IP match of a frequently used VPN service or a public device. In the player's case, a combination of evidence obtained confirms ownership of multiple accounts, which, as per our Terms, is a violation and grounds for termination of the account.

Additional materials have been provided to Casino Guru via email.

Respectfully,

iWild Casino Representative.

Thank you for your response.

I would like to reiterate clearly that I only have and use a personal account at iWild Casino, verified with my own details through the KYC process.

It's true that I've logged in and played from different locations, including my friend's house, who also has his own verified casino account. However, I never used his account nor did he use mine.

I have not used a VPN or any IP hiding software and all my winnings came from regular play and completing the bonus wagering requirement according to the casino's terms.

I respectfully request that an examination be made of whether the evidence cited by the casino proves actual use of multiple accounts or simply connection from a common or different access environment.

I remain available to cooperate and provide any additional information needed.

Ευχαριστώ για την απάντησή σας.

Θα ήθελα να επαναλάβω με σαφήνεια ότι διαθέτω και χρησιμοποιώ μόνο έναν προσωπικό λογαριασμό στο iWild Casino, επαληθευμένο με τα δικά μου στοιχεία μέσω της διαδικασίας KYC.

Είναι αλήθεια ότι έχω συνδεθεί και παίξει από διαφορετικές τοποθεσίες, συμπεριλαμβανομένου του σπιτιού φίλου μου, ο οποίος διαθέτει επίσης δικό του επαληθευμένο λογαριασμό στο καζίνο. Ωστόσο, δεν χρησιμοποίησα ποτέ τον λογαριασμό του ούτε εκείνος τον δικό μου.

Δεν έχω χρησιμοποιήσει VPN ή οποιοδήποτε λογισμικό απόκρυψης IP και όλα τα κέρδη μου προήλθαν από κανονικό παιχνίδι και ολοκλήρωση του απαιτούμενου wagering του bonus σύμφωνα με τους όρους του καζίνο.

Με σεβασμό ζητώ να εξεταστεί εάν τα στοιχεία που επικαλείται το καζίνο αποδεικνύουν πραγματική χρήση πολλαπλών λογαριασμών ή απλώς σύνδεση από κοινό ή διαφορετικό περιβάλλον πρόσβασης.

Παραμένω διαθέσιμος να συνεργαστώ και να προσκομίσω οποιοδήποτε επιπλέον στοιχείο χρειαστεί.

Dear iWild Casino representative,

Thank you for reaching out and for providing the evidence related to the player’s case. We are currently reviewing the materials submitted and, in order to continue the investigation, we would like to ask the player for additional clarification regarding the visits to his friend’s house.

Dear Liakosp,

Could you please clarify whether you and your friend have ever used the same device (such as a computer or mobile phone) to access either of your casino accounts?

Dear Veronica,

Yes, I have accessed my personal account from my friend's computer, who also has his own casino account.

However, I never used my friend's account nor did he use mine. Each account was used exclusively by its owner and there was no simultaneous use or shared management of accounts.

Αγαπητή Βερόνικα,

Ναι, έχω αποκτήσει πρόσβαση στον προσωπικό μου λογαριασμό από τον υπολογιστή φίλου μου, ο οποίος διαθέτει επίσης δικό του λογαριασμό στο καζίνο.

Ωστόσο, δεν χρησιμοποίησα ποτέ τον λογαριασμό του φίλου μου ούτε εκείνος τον δικό μου. Κάθε λογαριασμός χρησιμοποιήθηκε αποκλειστικά από τον κάτοχό του και δεν υπήρξε ταυτόχρονη χρήση ή κοινή διαχείριση λογαριασμών.

Hello Liakosp,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Liakosp,

Thank you for your cooperation and for the additional clarification.

We have reviewed the information provided by both sides. According to your own statement, you accessed your casino account using your friend's computer, while your friend also had an account at the same casino and used the same device to access their account.

While we understand your explanation that you and your friend used your accounts separately, it is impossible for us to independently verify that both accounts were always used exclusively by their respective owners and that one person did not have access to or control over both accounts.

Casinos are allowed to take security measures in situations where multiple accounts are connected through the same device, as this creates a potential risk of multiple account abuse. In this case, the casino provided evidence supporting their decision, and based on the available information, we cannot conclude that the account closure was unfair.

Therefore, we are unable to support your complaint, and it will be rejected as unjustified.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika