The player from Austria faced issues withdrawing his winnings after his account experienced a profit limitation policy from the casino. He believed he had €7,388.60 to withdraw, but €3,888.70 was confiscated due to the terms linked to the welcome bonus. He contested the fairness of these limitations and sought assistance in resolving the issue. We investigated the case by reviewing the player's gaming history and the casino's terms, confirming that the maximum withdrawal limit of €3,500 from the welcome bonus had been applied according to the casino's rules. The player received €3,500 in payouts, and the withheld amount was in line with the casino's stated policy that winnings after bonus wagering but before withdrawal remained subject to the maximum limit. Consequently, the complaint was rejected.
WildFortune.io Casino - Player's winnings have been confiscated.
Unjustified complaint
Amount: €3,388
WildFortune.io Casino
Safety Index:Above averageCase summary
Translation
I had deposited €100 and received a €100 welcome bonus, so I had a balance of €200.
I played this balance and had to wager €4500, which I did. When the wagering was complete, I had approximately €1500 in real money in my account. I continued playing with this real money balance until only about €400 remained, resulting in a profit of €7000. Therefore, in my opinion, I now have €7000 in real money that I would like to withdraw.
I requested 7 withdrawals, all of which were cancelled, and I received an email from support:
We regret to inform you that, in accordance with our profit limitation policy, we have withheld EUR 3,888.70 from your account balance.
Conditions:
Maximum payout amount from welcome bonuses: 3,500 EUR, 3,500 USD, 5,000 AUD, 5,000 CAD, 5,000 NZD, 70,000 ZAR, 21,000 BRL, 0.14 BTC, 35 BCH, 2.1 ETH, 49 LTC, 56,000 DOG, 3,500 USDT.
The maximum payout amount is €3,500 for players with a maximum of two deposits, regardless of whether they have used the welcome bonus.
These terms and conditions are, in my opinion, completely unfair. I've played at various casinos before and I'm aware that there's a maximum win limit when using a bonus, but that has nothing to do with this situation. According to these terms and conditions, whether with or without a welcome bonus, if I've only made one deposit so far, say €20,000, then I'm only allowed to win €3,500? That's clearly fraud to me. That's why I'm contacting you. I currently have €3,500 in my casino account, and €3,888.60 has been withheld. My total winnings, which I would like to withdraw, are therefore €7,388.60. I hope you can help me with this matter.
Regards, Stefan N.
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Can the balance in your account be seen as divided between real-money and bonus-money?
- After you finished wagering your bonus, was your remaining balance automatically transferred to your real-money balance?
- Have you received any notification stating that your wagering was completed and that your winnings were capped according to the maximum allowed winnings from the bonus?
- Have you requested a withdrawal immediately after completing the wagering requirements, or did you continue playing afterwards?
- Have you made any additional deposits into this casino?
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
TranslationHello Veronika,
No, I didn't see that. I think it was all considered bonus money, so deposit + bonus.
No, I'm not aware of that.
I didn't receive a notification, but I checked my bonuses section and saw that the bonus is ready.
I continued playing after fulfilling the wagering requirements.
Yes, I just made 3 more deposits of €20 each because I received an email from support regarding the terms and conditions and the deposits; I'm sending it to you.
Regards, Stefan N.
TranslationHello,
In the meantime, after submitting several additional documents (approximately 15 different ones), my account was verified and I received my first payout of €1000.
(1000€ daily withdrawal limit).
I still have €2500 in my account and have requested the next withdrawal. The withdrawal of the money that is in my account seems to be working at least, however, there is no sign of my remaining €3888.70 that was withheld and I am not getting any response from support regarding this.
Regards, Stefan N.
I'm glad to hear that your account has been verified and that you are now receiving your winnings.
To investigate the amount you should have received from your bonus play, we will need to review your gaming history. Please request the casino to send you your gaming history in Excel format, starting from the moment you deposited €100 and activated the welcome bonus, up to the moment you won €7000. Once you receive it, kindly forward it to me at veronika.f@casino.guru.
We need to check whether your winnings were capped immediately after you finished wagering the welcome bonus, or if you continued playing with funds that should have been removed from your account in accordance with the Terms and Conditions.
TranslationHello Veronika,
I have written an email to support and as soon as I have my game history, I will forward it to you via email.
In my opinion, nothing should have been removed since I had approximately €1500 in my account when the bonus was completed. That puts me below the €3500 maximum limit according to the terms and conditions.
TranslationI have tried several times to contact the casino regarding my gaming history (approximately 5 emails). I simply receive no answer, no feedback, no gaming history, nothing at all.
Dear stefanxn
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Hello there,
Thank you stefanxn for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask WildFortune.io Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.
Thank you!
TranslationHello Peter,
Today I received my game history, which clearly shows that the bonus was wagered €607.77. I continued playing with this €607.77 and later won €7000 playing Mega Roulette 3000. I received a payout of €3500 from the casino; the remaining €3888.70, which was wrongly removed from my account, is still missing. My account shows four deposits, and I have the game history, which proves that neither the bonus terms and conditions nor the general terms and conditions were violated. I hope we can resolve this issue.
Regards, Stefan N.
TranslationI have forwarded the game history to you via email.
Regards
Hello dear Stefanxn,
I hope this message finds you well. My name is Nancy, and I am the Customer Experience Manager at Wildfortune IO Casino. First and foremost, I would like to extend my sincerest apologies for any issues or inconveniences you may have experienced recently. Your satisfaction is our top priority, and we are dedicated to delivering a seamless and enjoyable experience for you.
Dear Casino Guru Team,
We would like to confirm that an amount of 3888.70 EUR was deducted from the player’s balance on 2025-12-05 at 06:25:37. This action was taken in accordance with our rule "Maximum withdrawal limit from the welcome bonus package: 3500 EUR", which is clearly stated in our Terms and Conditions and available here:
https://www.wildfortune.io/en/bonus-terms
The player was left with 3500 EUR on his balance in the end.
After the confiscation and successful completion of the verification process, the player received his 3500 EUR in withdrawals, fully in line with our Terms and Conditions. The final withdrawal was successfully completed two weeks ago.
Stefanxn, could you please confirm if you received 3500 EUR withdrawals?
Dear Casino Guru, please note that the 7000 EUR mentioned by the player represents winnings obtained from the first deposit under the welcome bonus. Therefore, any amount exceeding the maximum withdrawal limit of 3500 EUR was subject to confiscation, as stated in our Terms and Conditions.
If you require any additional information or clarification, please do not hesitate to contact us. We will be happy to assist further and provide any necessary details.
Kind regards,
Nancy
Customer Experience Manager
Wildfortune IO casino
TranslationHi Nancy,
I can confirm that I received the €3500 payment.
However, this is not a sufficient explanation for why the €3,888.70 were withheld. I will explain the situation to you again.
Your bonus terms state:
The maximum withdrawal amount is €3,500/$5,000 for players who have made three or fewer deposits, regardless of the use of the welcome bonus.
I completed the bonus wagering requirements and had €607.77 in my casino account after successful completion.
What I do with these €607.77 is entirely up to me, isn't it? I could have withdrawn this €607.77, as it was the result of my bonus and I was below the €3,500 limit. But, as in my case, I continued playing with this money, which wasn't tied to the bonus, and was able to generate a larger profit. I don't understand why you won't accept this. If, for example, I had had €5,000 in my casino account at the time the bonus ended (wagering complete), I would understand your reliance on the maximum profit of €3,500 and withholding €1,500 from my balance. But since I generated these winnings after the bonus was completed, I cannot comprehend your decision to withhold the €3,888.70. I consider this unacceptable and would also like to point out that my account has four deposits.
(Which seems to be relevant to me according to your bonus terms)
I hope you can now better understand my situation and review it again, and comply with my request to release the remaining €3,888.70 to my account. After extensive research in your bonus terms and conditions, I cannot find any specific provisions that apply to my situation. The facts are that I deposited €100 of real money and received a €100 bonus. Since I met the wagering requirements, I had €607.77 of real money in my account. You cannot deduct any of this because I was below €3,500. Since I continued playing and generated significant winnings, it makes no sense to limit winnings to €3,500 a second time. This is not stated in your terms and conditions and is simply unacceptable and incomprehensible.
This is a clear case where the bonus terms and conditions are not presented transparently to players, and these are suddenly used against the player in the event of a win.
Thank you in advance.
Sincerely, Stefan Neuschmid
Thank you for the clarification WildFortune.io Casino representative.
Dear stefanxn, Unfortunately, the bonus terms and conditions remain in effect until a withdrawal is requested. As such, any winnings accumulated after completion of the wagering requirements but prior to submitting a withdrawal request are still subject to the maximum winnings rule.
This is an industry standard. We therefore recommend that casinos clearly inform players of this condition, for example by displaying a notification once wagering requirements have been completed.
In light of the above, we are unable to assist you further and have to reject your complaint.
Thank you for your understanding.
Kind regards,
Peter
