iWild Casino - Player’s winnings have been confiscated.

I got a set of free spins in my email - note that there are no special terms in the email

i then completed the wagering and tried to withdraw the amount of 150 cad as per the terms and conditions

they lowered my winnings to 45 cad because of some unspoken terms?? It does not make a whole lot of sense to me that they can just change their terms like that.. here are some pics

Dear garywinters89,

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. 

• Has the casino explained the reduction of your winnings, referring to any particular terms and conditions?
• Could you please share a screenshot or a mail of the promotion you activated on your account and its specific rules?
• Could you please share your communication with the casino? 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

Hello and thank you for taking a look at my complaint that I feel is necessary, unfortunately.

Apart from this iwild has been a pretty great place to play and if this gets resolved I would still recommend them!

Has the casino explained the reduction of your winnings, referring to any particular terms and conditions?

I had been given varying answers up until this email which I believe is the official answer. It’s the last I heard on the matter

my conversation up until now has consisted mostly of me asking around for a reason as I wanted to make sure my stance was justified.

The photos of the promo in my email aren’t loading here so I’ll email you those now

Thank you very much, garywinters89, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

I was beginning to wonder if I’d been forgotten! 🤣 just kidding of course you and your team are busy with the generous services you offer.

If I am ever to complain about an establishment, it’s because I think I have a valid issue. I feel good about this being in my favour, and given the trustworthiness of this casino I hope things can be resolved and if needed changes to bonus terms made 🙂

Hello, garywinters89!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Casino Guru, Garywinters89

We acknowledge an oversight in the Canadian version of our letter where the maximum release was not specified.

We sincerely regret this error and will refund the player a sum of 121.85 CAD.

We extend our sincere apologies for any inconvenience caused.

Respectfully,

iWild Casino

I will post here to confirm when I see that my balance has been restored.

Big thanks to Casino Guru team everyone that has gotten help from you really appreciates what you do.

Thank you iWild casino as I stated here before, I will still recommend iWild as an excellent place to play. Mistakes like these can happen but the only thing that really matters is making it right.

🫶

I have received the balance. You can mark this as resolved. Big thanks again for the way both parties handled this. Appreciate it call me a happy player today 🙂

Dear garywinters89,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team