The player from Germany had deposited €50 at iwild Casino and, after reaching €4,600, experienced a sudden deduction of €4,300 without any notification or pop-up. He sought assistance and demanded a refund due to the unexpected deduction and account issues. We reviewed the case and concluded that, despite the lack of clarity in the bonus terms regarding the maximum win cap, the casino had applied it correctly. Therefore, the request for a full refund could not be fulfilled, but we suggested that the casino improve the transparency of its bonus terms to prevent similar issues in the future.
iWild Casino DE - Player's winnings were capped.
Closed
Our verdict
Other
Amount: €4,200
iWild Casino DE
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Hello Team
I deposited €50 at iwild casino with a 120% bonus and had to wager it. When I then had €4,600 I could carry on playing, was then logged out and then €4,300 disappeared without a pop-up window. That is really cheeky on the part of the casino, no pop-up, nothing!
I'm asking for help because I've been playing at iwild Casino for a long time and that can't be right. For me, it's a bad point without a pop-up that shows the money being reduced.
was instead simply logged out and set down when logging in
I demand a refund from the casino because the money was deducted from my account without being informed
I was logged out from here, then logged in and then, bang, the money was gone!
Please help!
just like at snachtcasino!
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1 year ago
Dear Bedo68,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino DE.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you accumulated 4600 in winning long after you completed the wagering of the bonus and long after the bonus balance was converted into real money?
- Could you please share with me your communication with the casino and any other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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1 year ago
TranslationHello Tomas,
I was expecting this amount 
Then I was at around €4,600. A few minutes later I went to get something to eat and suddenly the money had been reduced and neither a pop-up window nor anything else appeared.
The casino hasn't responded to my email for hours, please help.
And if necessary, Iwild Casino will be happy to accommodate you in this case
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1 year ago
TranslationIt's unacceptable that a man can attract with just under 4,100€, that's a disgrace, I'm a high roll player, if I had the 4,600€ I wanted to play 10-50€ times, but after dinner my balance went down, I'm very frustrated and angry
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1 year ago
TranslationSo the bonus was still active then it ended and I could continue playing with the big win but when I went to eat for a bit and wanted to continue playing the contract was gone and my money disappeared and I only had a small amount in my balance.
I didn't receive a pop-up message, nothing. Actually, when you complete the bonus, a pop-up message appears like at other casinos and then you know, ah, okay, bonus ended, but that wasn't the case like at this casino, which is why I'm very angry and demand a refund from iwildcasino.
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1 year ago
Thanks for your reply.
Has the casino responded to you or provided any justification since your last post?
Could you please share a screenshot from your bonus history showing more information about the bonus you activated and played if possible?
Share the information here or send it to my email at tomas@casino.guru
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1 year ago
TranslationHello Tomas
Unfortunately, I have not received a response from the casino or an email.
I can't see the bonus sale at the casino either, which I find very unfortunate.
The casino does not respond even though I sent an email
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12 months ago
Dear Bedo68,
Could you please confirm the balace that was removed wasn't removed because of maximum cashout rule of the bonus?
I believe a screenshot from your bonus history might be helpful to clarify whether the bonus you accepted was wagered through or not.
Have you contacted support using your registered email address? Have you received a meaningful response?
Thanks in advance for your reply.
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12 months ago
TranslationHello Tomas
I played with a bonus but was able to continue playing with the credit afterwards and nothing was reset straight away.
Unfortunately I can't see any activity in the casino, which I find very unfortunate, and they didn't reply to my email when I told the casino what my email was called or which one it was.
I sent you pictures via email.
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11 months ago
Thank you very much, Bedo68, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Bedo68,
I have looked at your case and understand the situation. Please send the specific bonus conditions to my email address if they are still available (peter.m@casino.guru). Let me contact the casino and I will do my best to help. I would like to invite iWild Casino DE to the conversation to participate in the resolution of this complaint.
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11 months ago
TranslationHello Peter,
First of all, thank you very much for your help. Unfortunately, I don't have any information about the specific bonus conditions because I can't see the bonus in my history, which I find very unfortunate.
I didn't receive an email when I canceled the bonus. I looked through everything thoroughly and didn't receive a pop-up message. Nothing like what works at some other casinos.
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11 months ago
TranslationAnd when activating the bonus there was nothing there, no information or anything, just how much the deposit bonus is, nothing more. At other casinos it always says how much the max cashout is, but at this casino there was nothing
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11 months ago
TranslationI am demanding a refund of the €4,200 I withdrew from iwild Casino (something like that), as it cannot be that I received the bonus but was unable to see what the maximum cashout was at the casino. I have not received an email or anything else to date.
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11 months ago
TranslationAnd my balance and everything was in credit and not in bonus credit.
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11 months ago
TranslationIt was only a 110%-120% deposit bonus if I'm not mistaken it said I had to wager it but not how much I could withdraw after I carried on playing I kept winning €600-800 and then quickly got to €4,600 and then carried on playing and was offline for a short time then came back online and saw €4,200 gone it can't be that the casino would deduct that much without sending an email or a pop-up window with a message.
What the casino does is compulsion when they say you have to pay out a certain amount. What would happen if I hit the jackpot? Would the winnings be gone then too? That would be nonsense for such a big casino. I've been playing in online casinos for 7 years and at iwildcasino for a couple of years. I was actually happy with the casino. If the casino converted this money into real money, players who win from bonuses could keep playing and not have to wait for days. Why does the casino want players to make a withdrawal? That way you lose loyal players instead of keeping these loyal players and becoming even bigger.
I request a refund of the withdrawn funds dear iwildcasino team
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11 months ago
TranslationIt was a bonus day card if I'm not mistaken, there was nothing about a maximum payout or anything else, so I thought okay, I could pay out what I had wagered, but then my money was gone, it can't be that the casino has the right to take almost everything without further information.
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11 months ago
Hi Bedo68,
Thank you for the update. We need some statement from the casino now.
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11 months ago
TranslationThank you for the help Peter
and I hope that iwildcasino will accommodate me for this mistake
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11 months ago
TranslationBecause when something like this happens, a casino company loses its players who have been with it for a few years, which is not good
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11 months ago
Dear Bedo68,
We have forwarded this situation to the relevant department for consideration. As soon as we receive a response, we will notify you immediately.
Best regards,
iwildcasino representative.
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11 months ago
TranslationThank you for the message and I hope for a solution that makes both sides happy
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11 months ago
Thank you iWild Casino DE for your reply, we're looking forward to your explanation of the situation.
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11 months ago
TranslationI also sent you a picture via email, Peter, which has bonuses written above it on the cards: how does that work?
There is also nothing about Max cashout no information
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11 months ago
We thank you for waiting to receive information on this situation. According to the result of the investigation, the player made a deposit with the receipt of the Map Day bonus.
After successful wagering of the bonus, the amount exceeding the limit for withdrawal under the terms of the bonus was charged in accordance with the clause of the rules of the Bonus Rules:
1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.
In this regard, the remaining amount was available for withdrawal for the player. Subsequently, bets were made on the remaining amount and the balance was exhausted. We ask the representatives of Casino Guru to consider this provided answer and make a decision.
Thank you for helping to resolve this issue.
Best regards,
iwildcasino representative.
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11 months ago
TranslationWhy is there nothing there for the map bonus? There was nothing about it or anything else. How are you supposed to know because there was nothing about the map bonus. Then you assume that okay, you can play and when you have successfully completed the bonus you can withdraw everything. What they did there is wrong.
There was nothing in the T&C either, there was nothing about max cashout or anything else.
please Casinoguru for clarification
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11 months ago
TranslationFor me that's fraud if you don't leave a message to the player via a pop-up window, email or something else. My email wasn't answered either, which I find very unfortunate, but I wasn't contacted because there is a lack of communication.
What I don't understand is what would have happened if I had won a maxwin? Would they have deducted that from me as well, or what? I consider that a bad move.
If you offer players this map bonus but don't provide any rules, look for yourself; it only says how it works.
Peter, I sent you the mapbonus screenshots by email and you can see that it only says how it works and nothing else. Please help, after all it's about €4,200....
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11 months ago
TranslationI was not contacted at all by the casino and there was no response to my email. Nothing but money withdrawn and gone.
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11 months ago
TranslationThis was the same case as with snatchcasino exactly the same problem until it was recognized that the error was made by the casino please check
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11 months ago
Hi all,
Thank you for your replies.
Dear iWild Casino DE team,
Let me ask you some questions. 1. How much did the player have in their bonus balance when the wagering was finished? 2. Was the max cashout applied immediately after the wagering finished? 3. Were the bonus funds transferred to real money funds when this happened?
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11 months ago
TranslationHello Peter,
My credit amount was around €4,600, without a pop-up window, nothing, without an email or anything else, my credit was reduced even though the map bonus didn't say anything about the maximum payout like in the screenshots I sent you or anywhere else.
My credit was drastically reduced without any excuse.
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11 months ago
TranslationDear Iwildcasino team
I have been playing online casino for 7 years and I know which rules to follow.
I am actually very happy in your casino but if you don't make the right decision I would be very sad about your casino.
Please ask for a refund without continuing to play, just for the payout because I was very happy about my big win, read all the rules and then played because the map bonus didn't say anything about the max payout
I ASK FOR COMPLAINT FOR YOUR MISTAKE
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
TranslationI ask iwildcasino for a proper answer after such a long wait for a reply.
Please compensate me and the story will be over and there will be no more reason for discussion.
I want to get the money paid out and not have it to play with.
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11 months ago
TranslationI ask the casino for a concrete answer because I and the casinoguru team have been waiting for a message from you for almost 2 weeks
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11 months ago
Dear Peter,
Could you please provide us with your email address so that we can send you the necessary documentation and promptly respond to all your inquiries. We are committed to addressing your concerns in a timely and professional manner and will provide all relevant evidence and detailed answers as soon as possible.
Should you have any additional questions or require further clarification, please do not hesitate to let us know.
Best regards,
iwildcasino representative.
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11 months ago
TranslationI hope we can find a good solution because it cannot be that I do not receive any notification, no pop-up, nothing, and that there is nothing about the max payout for the map bonuses. You would have to find a column that says max cashout or operations. There was nothing like that there. After 6 years of online casinos and a similar case with another casino, I can say that the fault lay solely with the map bonus awards, there is nothing about that, which I find very unfortunate.
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11 months ago
TranslationI haven't even received an email. I checked everything because I never delete emails and haven't received an email to date.
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10 months ago
Dear Peter,
We have sent you an e-mail confirming the casino's decision.
We ask you to consider this information and hope for a speedy resolution of this complaint.
Thank you for your assistance.
Best regards,
iwildcasino representative.
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10 months ago
TranslationHello Iwild
I hope it was a good decision.
Because the map bonuses don't say max payout etc. It's not acceptable for money to be withdrawn without being notified, which I think is a shame.
I would like to have the money back and confirm the withdrawal and then block my account, that's how I would like to do it.
hello Peter
As I can see from my emails, the map bonus or something else says max payouts or something like that. Please help me close this complaint. I hope I get the money because I read through everything and didn't break any rules.
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10 months ago
Hi all,
Thank you for your replies.
Dear Bedo68,
The casino confirmed that the 5x bonus win cap was automatically applied upon completion of wagering (2025-03-14 02:34:22). While we believe this cap should be stated in the specific bonus T&Cs, its correct and automatic application means your loss was the €300 (max win from the bonus) you wagered to zero, correct?
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10 months ago
TranslationHello Peter
First of all, thank you very much for the answer and hope you are well.
Yes, as you said, it should actually be included in the bonus terms and conditions, but it wasn't.
I read through it and thought, okay, as long as it's not there, I can keep playing and then cash out at the end. But then I asked the casino why I still had €4,625.26 at 3:33 a.m.
I sent you a picture Peter where you can see the time in the game Sword of Shoguns top left I had specially made a screenshot for such reasons in case the casino says something
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10 months ago
TranslationIf it wasn't in the bonus terms and conditions, why was this done to me?
What would happen if I had won a jackpot at that moment? Would I still be treated unfairly?
After all, it's about 4,200€, that's not small change, dear Iwild Team
I would make a deal I get the money and you block my account because I am disappointed with Iwild that they did this to me
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10 months ago
TranslationI think the terms and conditions should be included, as you said.
It's about my 4,200€ dear Peter which I would like to have the casino can then block me once I have received the money I don't want to play the money but only get paid out
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10 months ago
TranslationYes, when I saw what had been done to me and the remaining 4,200€ disappeared, I thought to myself, okay, the 300€ that remained will be set to 0 because that ruined the whole mood. I was very happy about the money, the 4,200€.
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10 months ago
TranslationDear Peter
I just want to get my money refunded after the casino withdrew the money without any attempt at contact or anything else.
Or in your sentence here: Although we believe that this upper limit should be stated in the specific bonus terms and conditions.
That's right, the casino should write down everything for the map bonus so that every player understands it.
I want a refund of the €4,200 and then the casino can block my account. I just want my winnings.
What would have happened if I had won a jackpot? Would the casino deduct it?
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10 months ago
TranslationMy concern is that the casino didn't write anything in the description about what the maximum payout is or anything else.
Let's take Platincasino as an example. With every bonus, the casino always includes the maximum payout...
There was nothing about the map bonuses at iwild Casino, so I used the map bonus.
If there is a max payout it should be listed above.
I call that a rip-off. Imagine if I had won a jackpot. I would be so happy, and then the casino would simply take the money with a snap of my fingers. No, I'm sorry, I won't accept that, and I feel betrayed by the casino. I want a refund of the €4,200 that was deducted, and subsequently, a blocking of my player account.
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10 months ago
TranslationI have not broken any rules or violated any other rules I have played honestly and sincerely and won
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10 months ago
Dear Bedo68,
Thank you for your messages and emails. Based on all available evidence, we must conclude that even though the information about the max win cap was missing from the specific bonus terms, the max win cap was applied correctly and therefore, we can't force the casino to refund you the whole amount of your bonus funds. Even if the casino refunded you, the funds would still be bonus money. I'm afraid there's nothing we can do in this case. I wish I could be of more help.
Dear iWild Casino DE team,
We strongly suggest you include crucial information like maximum win or maximum bet, etc. to your specific bonus terms to avoid situations like this and improve the casino's transparency.
