iWild Casino DE - Pelaajan voitot takavarikoidaan bonusehtojen vuoksi.

Good day,

At Iwildcasino, while playing with a bonus, I reached an amount of 601.31 EUR. When I made a withdrawal, they deducted the excess bonus amount, leaving me with 138.75 EUR. After that, I continued playing with 138.75 EUR and reached an amount of 3282.72 EUR. I attempted to withdraw this amount, and again they said it wasn't possible because I was playing with a bonus. They deducted almost the entire 3282 EUR, leaving me once more with 138.75 EUR.

Guten Tag

Im Iwildcasino habe ich beim Spielen mit einem Bonus einen Betrag von 601,31eur erreicht. Ale ich eine Auszahlung vornahm, zogen sie den überschüssigen Bonusbetrag ab, sodass mir 138,75eur blieben. Nachdem alles ich Spielte weiter mit 138,75eur und erreichte einen Betrag von 3282,72eur. Ich nahm eine Auszahlung dieses Betrags vor, und wiader sagten sie, das sei nicht möglich weil ich mit einem Bonus spielte, und sie zogen fast die gesamten 3282eur ab, sodass mir wiader 138,75eur bleiben.

Hello borygodrinker,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWild Casino DE. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you claim?
• When was the last time you spoke to the casino and what was it about?

Once you finish the wagering requirements and the balance got deducted once, the bonus conditions should not be further applied.

Looking forward to your answer.

Regards,

Nick

Hello

My account is verified as of October 30th.

It was a normal deposit bonus with a normal wagering requirement.

Yesterday morning I wrote an e-mail to casino:

Good day

I wanted to tell you you made mistakes.

Bonus was already reduced on October 30th. I played writer for the remaining amount of 138.7e.

I won and wanted to cash out.

They reduced my money to 138.75e for the second time.

Please give me back my balance 3282.72e.

I didn't get an answer.

Hallo

Mein Konto ist verifieziert ab 30 Oktober.

Es war normal einzahlbonus mit normale wagering requirement .

Gestern Morgen habe ich eine e-mail an casino geschrieben:

Guten Tag

Ich wollte Ihnen sagen Sie haben Fehler gemach.

Bonus wurde am 30 Oktober schon reduziert. Rest Betrag 138,7e habe ich writer gespielt.

Ich habe gewonnen und wolte auszahlen.

Sie haben mir zweite Mal, das Geld reduziert bis 138,75e.

Bitte mir mein Saldo 3282,72e zurück geben.

Ich habe keine Antwort bekommen.

Hello borygodrinker,

I hope you are doing well.

Would it be possible to forward your balance or bonus history (any of them where both deduction of the balance is clearly visible) to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick

Email sent

Greetings Tomasz

Email gesendet

Grüße Tomasz

Hello borygodrinker,

Thank you for the provided history. However, nowhere is it visible that your balance would get deducted and converted to real money at all. Is it anywhere in your balance, betting or bonus history visible that they have converted the bonus to real balance for the first time and later again?

Looking forward to your response.

Regards,

Nick

Hallo Nick

Here ist the bonus converted to real balance.

After that there was no more bonus in the balance.

I only have e-mails.

The first of October 30th (reduction of the account balance).

Ich habe nur e-mails.

Der erste vom 30 oktober (reduzierung des Kontostandes).

After reduction I continue playing and win large sums.

I order payment:

-100€

-400€

-400€

I keep playing.

On November 1st, 100€ were paid.

The rest of the total was reduced.

38.75 € are still in the account.

Nach reduzierung Ich spiele weiter und gewinne grosse summe.

Ich ordne Auszahlung an:

-100€

-400€

-400€

Ich spiele weiterr.

Am 1 November wurden 100€ gezahlt.

Der Rest der Gesamtsumme wurde reduziert.

38,75 € sind noch auf dem Konto.

There is no trace of the account balance reduction in the game history.

Neither after the first nor after the second account balance reduction.

Von der Kontostandreduzierung ist in der Spielhistorie kein Spur zu finden.

Weder nach der ersten noch nach der zweiten kontostandreduzierung.

This is the last entry in the game's history.

This is very strange.

Dies ist der letze Eintrag in der Geschichte den Spiels.

Das ist sehr seltsam.

This is a big win

Das ist ein großer Gewinn

Hello borygodrinker and thank you for all the information provided. As we need further information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nick

Thank you very much for your help and time.

Greetings, Tomasz

Hallo Nick

Vielen Dank für Ihre Hilfe und Zeit.

Grüße, Tomasz

Dear borygodrinker,

I'm Michal, and I have taken over your complaint. I have examined this case, and based on the information and screenshots provided, it appears that your bonus winnings were capped on two occasions. If the winnings were already capped in accordance with the maximum win rule and the accurate amount was shown in your real money balance, any restrictions associated with the bonus should no longer apply. I will contact the casino to shed more light on this matter.

We would like to invite iWildcasino to join the conversation.

Dear iWildcasino,

Could you please provide some insights into your viewpoint regarding the applicability of the maximum win rule for bonuses to the player's additional winnings, particularly in light of the fact that the funds had already been capped? Additionally, I would appreciate it if you could send the player's complete game history and any pertinent documentation to michal.k@casino.guru for a thorough examination of the capped funds.

Dear borygodrinker and Michal,

We are investigating this case and will provide you with a solution to the situation shortly.

Please wait a little. Thank you for your patience.

Best regards,

iwildcasino representative.

Thank you for your reply, iWildcasino. I understand that investigations can occasionally require more time than expected. I look forward to receiving clarification on the situation from you soon.

Dear Michal,

We would like to inform you that our investigation into the matter has been concluded.

We greatly value Casino Guru's support and significant contribution to addressing this issue.

Following a thorough review of the situation involving the player, we have revised our decision and implemented the necessary measures. The player will receive a refund for the deducted funds.

Thank you for your invaluable assistance.

Best regards,

iwildcasino representative.

Thank you for the positive news, iwildcasino team.

Dear borygodrinker,  

Following the casino team's communication, they will be processing a refund for the funds that were deducted. Kindly inform me once this has been completed.

The money came back. I requested a withdrawal to my account.

3×400e

I'll wait now and let you know when the money arrives.

Das Geld kam zurück. Ich habe eine Auszahlung auf mein Konto angeordnet.

3×400e

Ich warte jetzt und gebe dir Bescheid, wenn das Geld kommt.

Dear borygodrinker,

Thank you for the update. I trust that the withdrawals will be processed the standard way. Please inform me once you have received them successfully, so I can proceed to close your complaint as resolved.

4 payouts were made

I'm waiting for the rest

4 auszahlungen wurden durchgeführt

Ich warte auf den Rest

Dear borygodrinker,

Thank you for the update. I'm glad you received the first withdrawals. I am confident that the remaining ones will be processed in due course. Kindly inform me once you have received all of them, so I can proceed to close this case as resolved.

to this day it is so

bis heute is so

Dear iWildcasino Team,  

I would appreciate your assistance in clarifying the reasons behind the delays in the disbursement of the player's withdrawals, as they seem to deviate from your usual payout schedule.

Dear Michal,

We have received a response from the relevant department.

At the moment, all withdrawals have been completed successfully.

Thank you for your assistance.

Best regards,

iwildcasino representative.

Thank you for your response, iwildcasino team.

Dear borygodrinker,

As per the iwildcasino team's response, all withdrawals have been completed successfully. Can you please confirm that?

All withdrawals completed.

Thanks to everyone who helped resolve the issue.

Alle Auszahlungen abgeschlossen.

Vielen Dank an alle, die bei der Lösung des Problems geholfen haben.

Dear borygodrinker,

Thank you for your confirmation. I'm glad that our intervention helped to resolve the situation and that you received all your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru