The player from Austria had won approximately €40,000 after purchasing free spins for €4,000, but the winnings were canceled the next day, leaving no funds in the account. The casino claimed it was a bonus, despite no bonus being active at the time. After extensive communication and investigation, the casino ultimately decided to credit the withheld funds back to the player’s account. The issue was marked as resolved by the Complaints Team, who facilitated the resolution process.
iWild Casino - Player’s winnings are confiscated.
Resolved
Our verdict
Case closed
Amount: €40,000
iWild Casino
Safety Index:Very highCase summary
Discussion
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12 months ago
Translation
Hello,
I played here and bought free spins for Sweet Bonanza for €4,000, and won approximately €40,000.
I wanted to withdraw it, but the next day I checked and everything was canceled. There was no money left in the account.
The casino claims it was a bonus, but no bonus was active.
It would be great if the player's winnings could be given. Or let's find a solution together.
Regards,
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12 months ago
Dear aquayurgort,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do you have access to your account?
- Could you please share screenshots of your recent deposits, found in your deposit history in the player's profile?
- Could you please share screenshots of your recent bonuses as well?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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12 months ago
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- Do you have access to your account?
YES I have access!
- Could you please share screenshots of your recent deposits, which you can find in your deposit history in the player profile?
YES I will upload it to you.
- Could you please also share screenshots of your latest bonuses?
No, unfortunately I don't think so.
- Could you please send me your
- Communication with the casino? Send emails or chat transcripts to my email address , or post screenshots here
I wrote to the casino but there is no response in the chat and no email and the messages in the chat are no longer visible.
I'm really sad because I played a lot too
there.
I also have a screenshot where I had about 50,000€ credit.
Do you need more??
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12 months ago
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Everything was deleted here. Did I want to pay out?
Played for 2-3 days to get this high
I wanted to withdraw 1200€ but it didn't work, it was deleted and then everything was gone
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12 months ago
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I also wanted to say how I played and checked whether I could withdraw, there was no bonus, so I carried on playing and won the money!
But there was no bonus visible for me, so I was able to buy free spins worth €4000!
Then the next day I got this email even though I was playing with real money!
.
From what I read, a player had exactly the same problem a month ago. I'm really angry and I haven't received a response to my messages from the casino via email!
I hope you can help me
If the winnings were already capped according to the maximum win rule and the exact amount was reflected in your real money balance, any restrictions associated with the bonus should no longer apply.
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12 months ago
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As you can see, I had over €50,000 in my account but no bonus money.
So my money would be taken away from me
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11 months ago
Thank you very much, aquayurgort, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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
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Okay, then I'll wait and see what he says.
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11 months ago
Dear aquayurgort,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the iWild Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear iWild Casino,
Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?
Thank you in advance for your response!
Best Regards,
Kubo
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11 months ago
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I haven't heard anything from the casino
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11 months ago
Dear Kubo and aquayurgort,
We will submit a formal request regarding this matter and will promptly inform you as soon as we receive a response.
Best regards,
iwildcasino representative.
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11 months ago
Dear iWild Casino,
Like aquayurgort, I also failed to understand the "formal request" you are referring to. Could you please clarify the situation and provide more details at this time? Have you had a chance to review the case and the reasons for the cancellation of the funds on the player's account?
Thank you for your assistance.
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11 months ago
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Otherwise I'll have to find a lawyer if we can't solve this.
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11 months ago
Dear aquayurgort and Kubo,
Thank you for waiting for the results. We have reviewed this situation and see that the player wagered the bonus which was successfully released. The extra funds were charged in accordance with the rules and conditions of the bonus which the player used.
1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any balance exceeded will be charged before the amount is withdrawn.
We thank the Casino Guru team for their assistance. If there are any additional questions, we will be happy to answer them.
Best regards,
iwildcasino representative.
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11 months ago
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It cannot be that it shows up without a bonus and I can buy free spins for €4000 and then €50,000 is taken away from me. If you don't change anything then I will contact a lawyer because what you are doing here is fraud!
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10 months ago
Dear iWild Casino,
Thank you for your response.
The player has stated that there was no active bonus during their gameplay. To clarify this matter, could you please provide the player’s detailed game logs to substantiate your claims by sending them to my email at [email protected]?
Additionally, I would like to understand how the player was able to purchase free spins for €4,000 while an active bonus was in play, given the maximum withdrawal limit of €375. Was the player explicitly informed that his winnings would be voided upon fulfilling the wagering requirements if they attempted to purchase bonus features during this time?
Your clarification on these points would be greatly appreciated.
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10 months ago
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Exactly how can this be, it is a huge scam!
With bonus the max bet is €5 and if you play more you will be kicked out of the game with the message Bonus Active.
That's why no bonus could have been active for me.
I've been cheated out of 40,000-50,000€ by this casino!
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10 months ago
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I have also bought free spins more than once.
Is it possible to reply earlier than 1 hour before the time runs out?
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10 months ago
Dear aquayurgort and Kubo,
We would like to inform you that the financial department's audit is still ongoing, and we have yet to receive the final results. We will promptly update you as soon as the information becomes available. We appreciate your understanding and thank you for your patience.
Best regards,
iwildcasino representative.
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10 months ago
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How long will this take now!
Can't you answer sooner??
Then we wait exactly 7 days again!
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10 months ago
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Do you have anything new Kubo?
Otherwise we wait for the answer.
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10 months ago
Dear aquayurgort,
Unfortunately, I have no new updates on the case, as I have not been contacted directly by the casino representatives.
Dear iWild Casino,
Could you please provide an update regarding this matter? Has the financial department audit been completed? If so, what are the outcomes?
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10 months ago
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How long does the review take
Cuba can't you do anything?
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10 months ago
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Hello!
If the bonus winnings were already capped according to the maximum win rule and the corresponding amount was reflected in your real money balance, any restrictions associated with the bonus should no longer apply.
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10 months ago
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It makes me really sad that the answers take so long!
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10 months ago
Dear Kubo and aquayurgort,
We would like to inform you that we have submitted another request for reconsideration of this situation and have received a response.
As a result of the check, it was established that the player received a bonus of 75 EUR, with a wager of x35 and a maximum withdrawal of 375 EUR. The win was 717 EUR and the player continued playing. Later, when the player reached the amount of 52959 EUR, the first charge of extra winning from the bonus was made and the player was left with the required 375 EUR, which was subsequently used by the player and lost.
Best regards,
iwildcasino representative.
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10 months ago
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There was real money in my account and no bonus. I had previously requested withdrawals but deleted them again!
How is the player supposed to know whether it is a bonus or real money? If the account says real money and nothing about a bonus!
I will not say anything more and wait for the answer from CasinoGuru
Kubo get in touch!
In every casino I have played in so far everything changes automatically when you play with a bonus and not 2 days later!!
I find this very unfair!
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9 months ago
Dear iWild Casino,
Could you please provide the complete game logs for the player, starting from the moment he claimed the bonus in question until the point when his winnings were capped? Kindly send the relevant evidence to my email address at [email protected].
Thank you for your cooperation.
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9 months ago
Dear Kubo,
We have sent you the requested game logs for review to the email you provided, please check.
We thank you for your cooperation.
Best regards,
iwildcasino representative.
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9 months ago
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Hello Kubo
How long will it take you and what happens next?
Greetings
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9 months ago
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I find it very dubious that the casino does not manage to immediately change the maximum bonus payout.
In other casinos where I have played this was automatic and not days later and you could continue playing and withdraw more then.
This borders on fraud, especially if there is real money in my account and the casino doesn't manage to change it automatically.
Is very misleading.
I hope they find a solution
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9 months ago
Dear iWild Casino,
Thank you for providing the requested game logs. I have responded to your email with additional inquiries - could you please address them at your earliest convenience?
I appreciate your cooperation and look forward to your reply.
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9 months ago
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Hello
Will I also be informed?
Greetings
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9 months ago
Dear Kubo and aquayurgort,
Due to the unique nature of this issue, we require additional time for a comprehensive review. We are making every effort to resolve the situation as quickly as possible and will provide an update at the earliest opportunity. Thank you for your patience.
Best regards,
iwildcasino representative.
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9 months ago
Translation
Hello!
Has a solution been found now?
How much time does it take?
Other complaints are resolved in under 2 months, here it has been 3 months?
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9 months ago
Dear iWild Casino,
Another week has nearly passed - could you please provide an update on this case? Has the review been completed, and what are the outcomes?
I appreciate your prompt response.
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9 months ago
Translation
Hello
I've been waiting here for 3 months!
Thought Kubo looked at it?
I requested withdrawals and played on October 16-17, and on October 18 the money was deducted.
How can I buy free spins
My account had real money!!!!!!!!!!!
Hope they have a solution now 😡
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9 months ago
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Hello
Kubo and iWildCasino representatives!
I looked at the game logs again, and if they had immediately deducted my money, I would have won €350. I would have won exactly that much, since I bought free spins on Retro Sweets for €163 and won a lot!
And hours or a day later over 40000€ at sweet Bonanza
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8 months ago
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Hello kubo and iWildCasino representatives
The money is back in my account but I can't withdraw it. I hope this gets sorted out 😊
Can I also play or can I only cash out then?
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8 months ago
Dear Kubo and aquayurgort,
We are pleased to acknowledge the receipt of a positive decision.
While our perspective on this matter may differ, out of the utmost respect for the esteemed Casino Guru team and their invaluable expertise, we have made the decision to credit the withheld funds.
We sincerely appreciate the patience of the player and extend our deepest gratitude to the Casino Guru team for their exceptional support and dedication in resolving this issue.
Best regards,
iwildcasino representative.
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8 months ago
Translation
Hello
But I can't withdraw, or will that take some time?
Greetings
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8 months ago
Dear aquayurgort,
I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.
Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!
We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.
Thank you in advance for your support in helping us enhance our services!
Best Regards,
Kubo
