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HomeComplaintsiWild Casino DE - Player's withdrawal is delayed.

iWild Casino DE - Player's withdrawal is delayed.

Closed
Our verdict

Player stopped responding

Amount: €70

iWild Casino DE
Safety Index:High

Case summary

The player from Germany had deposited money via paysafecard and wagered a bonus, but after that, €210.29 was deducted from his account. He wanted to withdraw €70 but did not receive any responses from the casino. The Complaints Team had extended the response time for the player to provide additional information, but ultimately, the player did not reply to the inquiries. As a result, the complaint was rejected due to insufficient information to investigate further.

Public
Public
8 months ago
Translation

Hello! I deposited money via paysafecard and played with the bonus. After I wagered the bonus, €210.29 was deducted from my account. Now I wanted to withdraw €70, but no one has responded!

Automatic translation:
Public
Public
8 months ago

Dear heyjens,

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

To assist you further, could you please provide us with more details regarding your situation? Specifically, we would like to know:

  • Could you please send me a link or a screenshot of the bonus you activated and played with? Bonuses often come with a maximum win limitation, which may be the reason why your winnings were capped.
  • When exactly did you submit your withdrawal request?
  • Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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8 months ago
Translation

It was already hard enough to use the bonus, but then to deduct another €210 is a disgrace!

Automatic translation:
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7 months ago

I have checked the Bonus Terms and this is what I found:

1. Withdrawals of winnings from welcome bonuses given without deposit are 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 the 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 amount of bonus or funds received from free spins (depends on the status of the account).

1.3. The maximum allowed amount for withdrawal that has been won from 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 policy.

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.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they're applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Public
Public
7 months ago

Dear heyjens,

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.

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7 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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