iWild Casino - Pelaajan kotiutusta viivästytetään ja se on rajoitettu.

Summary: Casino applied €100 max-cash-out clause twice.

Timeline:

• 30 Apr 2025 – Bonus wager completed. Balance auto-reduced from €519.68 bonus → €100 real (cap applied once).

• Continued real-money play: balance grew to ≈ €500.

• 01 May 06:37 – Withdrawal €400 (#37712460) requested, KYC approved.

• Casino cancelled withdrawal, debited €300.11, re-credited €100 to playable balance without notice (later lost).

• Support insists cap "persists until withdrawal," but no such clause in T&Cs. Refuses to supply full ledger.

Evidence attached: screenshots of cap, wallet history, partial CSV, e-mail log, bonus T&C PDF.

Desired resolution: Pay full €400 (or €300.11 + reimbursement of €100) and provide complete ledger.

Dear Bago,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with iWild Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Can you still access your player's account?
• Have you applied for no deposit free spins bonus or for a deposit bonus?
• Could you please share an exact link to the bonus?

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,

Katarina

Hello Katarina,

Thank you for your reply.

• I can still access my account.
• I applied for a deposit bonus, some type of welcoming bonus. I deposited €30.
• I'm not 100% sure which bonus it was so I can't with confidence provide you with a link. But it was a normal welcoming bonus percentage increase of deposit amount and/or some free spins and required wager of about x35-x40.

I found this other resolved complaint case that matches my issue:

https://casino.guru/iwild-casino-de-player-s-winnings-are-being-confiscated

Sincerely,

Mattias

Dear Bago,

thank you for your message.

• Do you have any communication with the casino, other than what you have already submitted? Please forward it to my email katarina.d@casino.guru
• Have you ever had any successful withdrawals with this casino?
• How long have you been a player at iWild casino, please?

Looking forward to your reply,

Katarina

Hello!

• I was talking a bit with support using the live chat. Seems I'm not able to request chat logs from previous chats. The casino will have to supply that if necessary. Essentially I was saying the same thing as in the emails and what was initially reported in this complaint.
• This was my first and only attempt at a withdrawal.
• I'm not 100% when I registered but my first deposit was in 2024-02-18. My best guess is that I registered the same day.

Best wishes,

Bago / Mattias

Dear Bago,

thank you for your message.

• Could you please forward your balance or bonus history, specifically any documents that clearly show deductions, to katarina.d@casino.guru for further review?
• Could you also forward your game log, please?

Looking forward to your response.

Katarina

Hello Katarina,

I have now sent you an email with the material requested.

Looking forward to your reply.

Sincerely,

Mattias / Bago

Thank you very much, Bago, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Hello Bago,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Bago,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from iWild Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear iWild Casino,

Could you kindly provide detailed information regarding the player's issue? Based on the information available so far, it appears that the winnings cap was applied twice. From our perspective - and as you may be aware considering numerous previous cases regarding the similar issue - this should not have occurred.

We would appreciate your prompt response and cooperation in resolving this matter.

Thank you in advance.

Best regards,

Kubo

Dear Kubo and Bago,

We will investigate this situation.

At the moment, we have forwarded the request to the relevant department and as soon as we receive a decision, we will provide it immediately.

Best regards,

iwildcasino representative.

Dear iWild Casino,

I’m following up after a week to check if there have been any updates regarding the case. Has the review been completed by the relevant department?

Thank you in advance for your response.

Dear Kubo and Bago,

We hereby inform you that a decision has been reached regarding this matter.

In consideration of our respect for Casino Guru, the case was re-evaluated, and as a result, the previously withheld funds have been successfully credited to the player's account.

We appreciate Casino Guru’s involvement in resolving this situation.

Best regards,

iwildcasino representative.

Hello,

£300 confirmed credited. Withdrawal of funds is pending.

Sincerely,

Mattias / Bago

Dear iWild Casino,

I appreciate your re-evaluation of this case and your decision to reimburse the player's balance in the spirit of fair play and a pro-player approach.

Dear Bago,

I'm glad to hear that your balance has been returned. Please do let me know once your withdrawal has been successfully completed.

Thank you!

Hello again,

The money has now arrived in my account and we can mark this issue as resolved. Hopefully iWild Casino will learn from this and listen to their players in the future when they present evidence that they have made an error. This whole ordeal could have been avoided had the support taken the time to actually review my case.

Thank you Kubo and Katarina for your assistance.

Sincerely,

Bago

Dear Bago,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo