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Good evening I wanted to block my account on Tuesday, but this was completely ignored by the casino and so I continued to deposit money although I wanted my account to be blocked I just wrote an email see screenshot I deposited 850 euros again and this is absolutely not possible, because as soon as a player wants to close his account, the casino has to accept and implement this immediately. Now my account was blocked immediately after I said that I gambled away about 850 euros despite wanting to close the account.

Guten Abend ich wollte am Dienstag mein Konto Sperren, doch dies wurde von Casino komplett ignoriert und so habe ich auch weiterhin Geld eingezahlt obwohl ich wollte das mein Konto gesperrt wurde mir nur eine email geschrieben siehe Screenshot ich habe erneut 850 Euro eingezahlt und dies geht absolut nicht, denn sobald ein Spieler sein Konto schließen will, muss das Casino dies auch umgehend annehmen und umsetzen . Jetzt wurde mein Konto direkt gesperrt nachdem ich gesagt habe dass ich 850 Euro ungefähr verspielt habe trotz Wunsch des Schließung des Kontos.

Dear migisam529,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for your account to be blocked? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

„Responsible Gaming

We at iWildCasino believe that gambling should be fun and free of harm and only done for entertainment purposes. Before you start playing at iWildCasino, it is very important to understand that gambling should never be viewed as a source of any kind of income or recipe to pay off your debts. We strongly recommend you to keep track of how much time you spend playing casino games and how much money you can afford yourself to spend on them. Although recommendations stated above might seem obvious for some of you, there are still certain percentage of players who lose control over such things when playing. If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at support@iwildcasino.com and ask to terminate your iWildCasino account for a certain period of time. After that we will take necessary measures to completely block you from our site and block any promotional e-mails that you might have been receiving from our casino before. Please contact customer support team if you want to set a personal cooling-off period. You can also seek for help from professionals who deal with gambling problems:

Gamblers Anonymous, GamCare, Gambling Therapy.

Complaints Resolution Procedure

You may contact our customer Support Service Team by email: support@iwildcasino.com"

Is this support@iwildcasino.com the email address that you have sent your email to?

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

Best regards,

Petronela

I sent it to them. Kind regards

Habe es ihnen zugesendet. Mit freundlichen Grüßen

Thank you very much, migisam529, for your reply and forwarded emails. Do I understand correctly that you requested the account closure due to bad payouts and because you were not happy with the RTP (Return To Player)? Have you mentioned gambling problem or self-exclusion when communicating with the casino, please? Is your account blocked now?

Now it's blocked after I asked for the money back I got blocked. It doesn't matter what I'm applying for an account closure for, it's my right, I noticed that I'd gambled away too much money and that's why I wanted to be blocked, but it wasn't possible and that's why I gambled away money again, even though I'd applied for the account closure and that above was the answer ??

Jetzt ist es gesperrt nachdem ich nach dem Geld zurück gefordert habe wurde ich gesperrt. Es ist egal wegen was ich eine Kontoschließung beantrage es ist doch mein gutes Recht ich habe gemerkt das ich zuviel Geld verspielt habe und deswegen wollte ich mich sperren lassen war aber nicht möglich und deswegen habe ich erneut Geld verspielt obwohl ich die Kontoschliesung beantragt habe und das oben war die Antwort ??

I explicitly asked for an account closure, this was ignored as you can see in the email or an email like the one above came

Ich habe explizit nach einer Kontoschließung gebeten diese wurde ignoriert sehen sie ja in der email bzw es kam eine email wie oben

Could you please advise when exactly you sent the following email and when was your account actually closed?

Email went out on 19.09 at 22:24 the reply from them came as above the screen 20.09 at 04:01 and my account was closed Friday because I asked for the money back payment of over 850 occurred at this time even though I closed the account have applied for and a few hours later got an answer according to the motto I am not obliged to play. Although I have requested it as already the email which I have assigned to you

Email ist raus gegangen am 19.09 um 22:24 die Antwort von denen kam wie oben dem Screen 20.09 um 04:01 und mein Konto wurde geschlossen Freitag weil ich das Geld zurück verlangt habe entstanden sind Zahlung von über 850 in dieser Zeit obwohl ich die Kontoschließung beantragt habe und paar Stunden später einer Antwort bekommen habe nach dem motto ich sei nicht verpflichtet zu spielen . Obwohl ich es beantragt habe wie schon bereits die email was ich ihnen zugeteilt habe

Could you please forward the casino reply that came on the 20th of September, please?

I already have the screenshot above, that was the answer

Habe ich doch bereits oben auf den Screenshot das war die Antwort

Thank you for the clarification. To sum it all up, on the 20th you sent an email with a request to close your account due to poor RTP. Casino reacted the following day trying to change your mind by offering you an option to profit from promotional offers in the future. Finally, your account was blocked four days after requesting the account closure. Please understand that without mentioning the gambling problem, four days to have an account blocked is acceptable.

For future references, when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

This is what we suggest that a request for self-exclusion should look like. I'm truly sorry, but there's not much we can do for you at this time. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear migisam529,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.