The player from Germany faced issues withdrawing winnings of €339 at iWild Casino due to a cancellation by the financial department, which cited a maximum cashout limit of €30 from the bonus spins. However, the player referenced different bonus terms on the German website that stated a maximum allowable withdrawal of €100, leading to concerns about the casino's payout practices. After reviewing the case, it was determined that the casino's stated limit of €30 was not supported by the documented bonus terms, which specified a maximum payout of €100. The complaint was rejected at the player's request after it was concluded that the casino was operating under its terms and conditions, despite the lack of clarity regarding the €30 limit.
iWild Casino DE - Player’s winnings have been capped.
Closed
Our verdict
Other
Amount: €100
iWild Casino DE
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Over a year ago, I made my first deposit at iWild Casino. After that, I didn't play for a long time. I recently visited the casino again after receiving an email offering me 100 No Deposit Spins.
I played these spins and ended up with €339 after meeting the wagering requirements. I tried to withdraw this amount, fully aware that it would be reduced to the €100 Max Cashout. Just now, I received the following email:
We inform you that your withdrawal of €339 has been canceled by the financial department of iWildCasino.
We inform you that an amount of €309 has been deducted from your gaming account according to the bonus rules:
1.3. The maximum allowable amount for a withdrawal, won through Casino Bonus Free Spins, is €30. If the withdrawal amount exceeds the allowable limit, the player will receive €30 and the remainder will be charged to the players in accordance with the bonus terms.
So, I checked the bonus terms, especially point 1.3. According to the German website https://iwildcasino.de/de/page/bonus-terms, it states: 1.3. The maximum allowable amount for a withdrawal, won through Casino Bonus Free Spins, is €100. If the withdrawal amount exceeds the allowable limit, the player will receive €100 and the remainder will be charged to the players in accordance with the bonus conditions.
No differing terms can be seen on the English page.
I get the impression that the casino is trying to prevent a payout at any cost. So far, I have only deposited with Crypto, where the minimum withdrawal is unfortunately €50. I can't even withdraw the €30 that was left in my account.
I also don't understand how incorrect bonus terms can be cited. The €100 Max Cashout is clearly stated on the website and has even been brought up by the casino in another complaint.
I look forward to a prompt response from the casino.
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1 year ago
Dear Grinderstyle,
Thank you for submitting this complaint. I'm sorry to hear about the difficulties you are facing.
To assist you further, could you kindly forward the email with the free spins offer you received from the casino to my email address at veronika.f@casino.guru?
Additionally, could you please confirm if you have successfully completed the full KYC verification process?
Lastly, how many payment methods are visible in your casino profile for withdrawals? Are there any alternatives available besides cryptocurrencies?
I look forward to your response so we can proceed with resolving this matter.
Kind regards
Veronika
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1 year ago
TranslationGood day,
I forwarded the email.
In my account, BTC, LTC, ETH, TRX, Bank Jeton, Mifinity and USDT are visible as withdrawal methods. Since I have only deposited with BTC so far, any other withdrawal method is automatically blocked.
My account is already fully verified.
Just a few hours after the first withdrawal was rejected, I received another email to encourage me to play. That doesn't seem dubious to me either.
Hello there!
We noticed that your account has been inactive for a while. You still have 30,1500 just sitting there, not doing anything to boost your winnings. Imagine the potential you're missing out on!
To put your money to work, log in and change your password as a safety precaution.
Then, place a bet.
Discover the exciting new bonuses that have been added to the casino. We're eagerly waiting for your return!
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1 year ago
TranslationI just reviewed the gameplay again. The last spin of the free spins was this one.
Sugar Rush Xmas
07.01.2025 12:13:03
ID
864428344
Real Balance € 0
bonus credit € 11.65
So if the casino claims that winnings are limited to 5x the bonus amount received, a sum of €58.25 should still be payable.
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1 year ago
TranslationBy the way, the casino has been ignoring my emails for 5 days and has not been able to explain to me how the €30 came about. I also have not been told how I could at least withdraw these €30.
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1 year ago
Thank you very much, Grinderstyle, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello there,
Thank you Grinderstyle for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask iWild Casino DE for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.
Thank you!
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1 year ago
Dear Grinderstyle and Peter,
We will contact the relevant department regarding this situation and request information.
Once we receive it, we will get back to you with the answer we received.
Best regards,
iwildcasino representative.
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1 year ago
Dear Grinderstyle,
Thank you for waiting. We would like to inform you that following an investigation into your case, it has been determined that the maximum winning amount from the bonus you wagered is 30 EUR. We understand that the minimum withdrawal amount for cryptocurrency is 50 EUR. In this regard, we recommend using an alternative withdrawal method, which can be added to your profile.
Best regards,
iWildcasno
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1 year ago
TranslationThe terms and conditions clearly state a maximum payout of €100? I have already received an email in which the relevant passage was copied and modified from the terms and conditions.
The quoted T&C point clearly states €100. You changed the point in the email to me so that it says a maximum of €30. I haven't received a response for two weeks now to my inquiry about where the €30 max cashout is.
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1 year ago
TranslationI am attaching the complete bonus conditions from the German website here. Also at the beginning is the excerpt from the email that was sent to me:
Excerpt from the email:
Dear XXX,
We inform you that your withdrawal of 339 EUR has been cancelled by iWildCasino's finance department.
We inform you that an amount of 309 EUR has been debited from your gaming account, according to the bonus rules:
1.3. The maximum allowed amount for withdrawal won through casino bonus free spins is €30. If the withdrawal amount exceeds the allowed amount, the player will receive €30 and the rest will be charged to players in accordance with the bonus terms and conditions.
Best regards, Finance Department!
Official bonus conditions:
1. Withdrawal of winnings from welcome bonuses granted without deposit is limited to: €50 / C$75 / A$75 / NZ$80 / 200 zł / R$250 / ₽3000 / ¥7000 / 350 DKK / 500 NOK .
1.1. Maximum possible withdrawal amount from no deposit bonus: 100 € / C$150 / A$150 / NZ$160 / 400 zł / R$500 / ₽6000 / ¥14000 / 700 DKK / 1000 NOK .
1.2. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the bonus amount or funds received from free spins (depending on the status of the account).
1.3. The maximum allowed amount for withdrawal won through casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be charged to players in accordance with the bonus terms and conditions.
1.4. All winnings received during the wagering of the bonus are capped at a maximum withdrawal amount of 5 times the bonus granted. Any balance exceeded will be cancelled before withdrawal.
2. All bonus offers are available only once per: person and their family, home address, email address, IP address, telephone number, bank account number, credit card number, e-wallet, payment system account (Neteller, Skrill etc.), electronic device (computer, mobile phone, tablet etc.).
3. Each bonus issued by default has a limit on the maximum bet amount during wagering: €5.
4. A withdrawal request will void the ability to activate previously unused bonuses.
5. Unless otherwise stated, the bonus is valid for 10 days from the moment of activation.
6. The bonus is valid for 10 days after activation, after which all bonus funds and their derivatives will be canceled.
7. The customer may request a withdrawal of his deposit before meeting the wagering requirements of the bonus. In this case, the bonus amount and winnings will be cancelled and the remaining balance can be withdrawn.
8. When playing with the bonus, real money bets are placed first and then bonus bets.
9. The player has the right to cancel the bonus at any time.
10. Only one bonus can be activated at a time. Deposit bonuses cannot be combined.
11. The customer has the right to refuse any bonus from the casino.
12. It is prohibited to postpone game rounds in any game, including free spins and bonus features, until a later time when you no longer have wagering requirements and/or make new deposits while free spins or bonus features are still available in a game.
In case of violation of this rule, the administration reserves the right to cancel all winnings.
13. The Casino has the right to cancel all bonuses and winnings, and also to withdraw all funds from the account if they were obtained unfairly or in violation of the rules.
14. The Casino reserves the right to change the rules and add new rules.
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1 year ago
Dear Grinderstyle, while I understand your frustration the casino can change the rule for specific bonuses they distribute. It is an industry-standard that if there are no limits specified in the bonus offer you should look at the general bonus conditions however, if the limits are specified they prevail over bonus terms and conditions. I understand the confusion this can cause but the casino is operating under their terms and conditions and there isn't much we can to do assist here. I am sorry I can't be of more help on this occasion.
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1 year ago
TranslationCan you explain this to me? The terms and conditions state a maximum cashout of €100.
The €30 stated by the casino is not mentioned anywhere. It is not in the email or in the bonus terms and conditions. The casino could not explain where the max cashout of €30 is.
If you show me where the casino refers to a max cashout of €30, then I will be satisfied.
However, these are made-up bonus conditions that are not written down anywhere.
Even in other complaints from players who have won larger amounts than me, iWild always refers to the bonus conditions with a maximum payout of €100.
I also don't understand why you consider this case to be closed when the casino cannot provide any information about the €30 maximum payout.
However, since neither you nor the casino are interested in clarifying the case - the casino has not even once explained the alleged "bonus conditions" - I would like to ask you to close my Casinoguru account. I have also asked the casino to close my account. Thank you very much!
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