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Good day. On September 14, I sent an email to the relevant platform to close my account due to gambling addiction. The terms state that requests for deposit recovery are to be submitted within 24 hours of the respective transaction. For more than two weeks now, I have not received a response regarding the casino's policy for fund recovery. I have been trying to contact them using the provided contact number, but it's showing an error. I have made several attempts to reach out, but I have not received any response.

Добър ден. На 14 Септември изпратих имейл на съответната платформа, за да закрия профила си поради хазартна зависимост. В условията е описано, че молба за възстановяване на депозити се подава в рамките на 24 часа от съответната транзакция. Вече повече от две седмици не получавам отговор каква е политиката на казиното за възстановяване на средствата. Опитвам да се свържа на телефона, който е даден за контакт, но дава грешка. Направих множество опити да се свържа, но отговор така и не получавам.

Dear Doctorkitty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

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 iWild Casino,

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."

Please send another email to support@iwildcasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Lastly, please forward the original email from the 14th of September to me as well.

Thank you in advance.

Best regards,

Petronela

Thank you, Doctorkitty, for the forwarded emails. I have checked the Responsible Gambling section on the website (here) and this is what I found:

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

I can confirm that you sent your request to the correct email address.

• Could you please confirm that you have sent the request from your registered email address?
• Have you tried to contact the live chat as well when nobody replied to any of your emails?

Good day. I originally sent an email asking to close my account. My account is closed. It is noted in the terms of use that when a player initiates a refund of deposits, the request must be submitted within 24 hours of the relevant transaction. I sent an email on September 14th, followed by several emails sent to the address provided, but I have not received a response from the respective platform for more than 2 weeks now. I tried to connect to live chat and all I get is that I have to wait. I want to know what the refund policy is and just get a response and assistance from the respective platform.

Добър ден. Първоначално изпратих имейл с молба за закриване на профила ми. Профилът ми е закрит. В условията за ползване е отбелязано, че при иницииране от играча за възстановяване на депозити, искането трябва да бъде подадено в рамките на 24 часа от съответната транзакция. Изпратих имейл на 14 септември, като последваха няколко имейла изпратени на посочения адрес, но отговор от съответната платформа не получавам вече повече от 2 седмици. Направих опит да се свържа с чат на живо, като единственото, което ми се пише е, че трябва да чакам. Искам да знам каква е политиката за възстановяване и просто да получа отговор и съдействие от съответната платформа.

I made several attempts to connect to the live chat. With every communication, an employee tells me that I will get a response and I have to wait. Given the service of other platforms that send a support response within 24 hours, I consider 20 days to respond to several emails unacceptable.

Направих няколко опита за връзка с чата на живо. При всяка комуникация, служител ми казва, че ще получа отговор и трябва да изчакам. Предвид обслужването на други платформи, които в рамките на 24 часа изпращат отговор от отдел поддръжка, считам, че 20 дни за отговор на няколко имейла е неприемливо.

Could you please clarify when was your account closed and when you placed any subsequent deposits that you believe should be refunded?

Dear Doctorkitty,

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.

On September 14th, I emailed support to request that my account be closed due to gambling addiction. In addition to a request to close my account, I also requested a refund of the lost deposits, as the terms state that the player can initiate a refund of deposits within 24 hours. Without receiving an email, my account was closed and I could not access it within the day I reported it (September 14th). My complaint is about the lack of feedback because I sent several emails over the following days asking what the return policy was for the respective platform, but never received a response. I tried contacting live chat, but the only response I was getting was to wait for an email from support. It's been over a month and I still haven't received an email about the return policy. I just wanted some kind of response from them.

На 14 септември изпратих имейл на отдел поддръжка, с който да помоля профилът ми да бъде закрит поради хазартна зависимост. Освен молба за закриване на профила ми поисках и възстановяване на загубените депозити, тъй като в условията пише, че играчът може да инициира възстановяване на депозити в рамките на 24 часа. Без да получа имейл профилът ми беше закрит и нямах достъп в рамките на деня,в който подадох сигнал(14 септември). Оплакването ми е поради липсата на обратна връзка, защото изпратих няколко имейла през следващите дни, с които да питам каква е политиката за връщане на съответната платформа, но така и не получих отговор. Направих опит да се свържа с чат на живо, но единствения отговор, който получавах беше да изчакам имейл от отдел поддръжка. Мина повече от месец,а аз все още не съм получила имейл каква е политиката за връщане. Просто исках някакъв отговор от тяхна страна.

I apologize for the delayed response. Could you specify the dates on which the deposits you requested for a refund were made?

Dear Doctorkitty,

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.

The transactions took place on September 13. In this case, my complaint is that I do not receive a response via email from the respective platform, but I continue to receive emails about rewards and current bonuses, which to me is extremely incorrect. In this case, within more than a month, my request was to get an answer from the relevant platform, what is the refund policy and in this case, can I get one or not. And to clarify - due to gambling addiction, I appear in the register of vulnerable persons of the NRA, with which my admission to gambling platforms is prohibited in the platforms licensed for Bulgaria.

Транзакциите са осъществени на 13 септември. В случая оплакването ми е, че не получавам отговор чрез имейл от съответната платформа, а продължавам да получавам имейли за награди и актуални бонуси, което за мен е изключително некоректно. В случая в рамките на повече от месец моето искане беше да получа отговор от съответната платформа каква е политиката за възстановяване и в случая аз мога ли да получа такова или не. И за да поясня - поради хазартна зависимост фигурирам в регистъра за уязвими лица на НАП, с което допускането ми в платформи за хазартни игри е забранено в лицензираните за България платформи.

I now have a clearer understanding, thank you. Please be aware that we are unable to assist with refunding deposits made before your self-exclusion request. The casino can only consider refunds if a self-exclusion request was overlooked, which doesn't appear to be the case here. According to your information, the self-exclusion request was submitted on September 14th, and the last deposits were made the day before.

If your account is currently blocked and you haven't made any deposits since September 14th, the only assistance we can offer is to contact the casino and request removal from their email promotion list, provided they haven't already taken this action.

Dear Doctorkitty,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.