The player from Germany had deposited a total of 45€, won, and had raised his balance to 267€. When he tried to withdraw his winnings, his account was suddenly closed, citing a violation of playing with an active bonus rule. The casino had confiscated all his winnings and permanently closed his account. After the player's complaint, the casino had conducted a thorough review of the game history and decided to reinstate the sum of 267€ to the player's account balance, affirming the player's entitlement to request a withdrawal. The player confirmed that the money had been successfully transferred to his bank account, resolving the issue.
iWild Casino DE - Player's account was closed due to bonus misuse.
Amount: €267
iWild Casino DE
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hi,
I deposited 25€ and got an additional 25€ with a bonus code, plus 100 free spins.
This money was eventually depleted and the campaign ended.
Then, I deposited another 20€, this time without a bonus code.
I played the slots that I had previously "fed" using the bonus money.
Then, I won and my account balance was at 267€, so I wanted to withdraw the money using mifinity.
I verified my identity and everything was good to go, then I attempted to withdraw the money.
I received an email from the casino stating that I also need to verify my mifinity account, which I did.
Later, when I tried to log in again, my account was locked.
I received an email from the casino stating that my account had been locked:
An excerpt from the email:
During the review of your gaming session, a violation of project rules was found, namely:
- Customers are forbidden from using strategies while playing with an active bonus (Bonus misuse). If strategies are used, the administration reserves the right to cancel all of the player's winnings.
- The casino has the right to cancel all bonuses and winnings, as well as seize all funds from the account, if these have been obtained dishonestly or in violation of the rules.
Due to the detected violations, your balance was cancelled and your account was !censored! closed, without the right of reopening.
What can be done about this?
Automatic translation:
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9 months ago
Dear kaliabi,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with iWild Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Can you please confirm that after you made your second deposit - with which you won 267€ - you had no active bonus in your account? Do I understand correctly that the previous bonus was not active anymore when you made your second deposit?
Could you kindly specify what types of games did you play? Was it only slots or did you play live casino games or some other games as well?
Could you please advise if you passed the KYC verification?
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
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9 months ago
Hi,
first of all thank you for your help!
-yes, the bonus was not active when I made the second deposit. They call it 'campaign' and it was closed due to all money being lost.
-it was only slots: grand express action class, grand express diamond class and grand express fiesta.
-first I didn't pass the KYC verification and I had to send one more picture to proof - so I did. After a few hours the account was closed. So I can't say if I passed it.
Thank you!
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9 months ago
Thank you very much, kaliabi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hello there,
Thank you kaliabi for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask iWild Casino DE for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.
Thank you!
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9 months ago
Dear Casino Guru and kaliabi
Following a thorough review of the game history, our analysis aligns with Guru's assessment.
Therefore, we have decided to reinstate the sum of 267 euro to the player's account balance.
This decision ensures fairness and transparency in our operations, reflecting our commitment to providing a positive gaming experience.
Furthermore, we affirm the player's entitlement to exercise their right to request a withdrawal, granting them full access to manage their account accordingly.
Thank you, iWild Casino Representative
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9 months ago
Thank you very much for the update iWild Casino DE representative!
Dear kaliabi, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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9 months ago
Thank you iWild Casino representative and thank you Peter!
I'll keep you updated, but I still can't login right now. I guess it just takes some time, I'll check again later!
Have a great day everyone
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9 months ago
I can finally login, but the money isn't on the account - my balance is 0€.
I told the support and I am now waiting for their answer or for them to reinstate the 267€.
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9 months ago
Dear Casino Guru and kaliabi
Following a thorough review of the game history, our analysis aligns with Guru's assessment.
Therefore, we have decided to reinstate the sum of 267€ to the player's account balance.
This decision ensures fairness and transparency in our operations, reflecting our commitment to providing a positive gaming experience.
Furthermore, we affirm the player's entitlement to exercise their right to request a withdrawal, granting them full access to manage their account accordingly.
Respectfully,
iWild Casino Representative
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9 months ago
Money is on my bank account, thank you everyone! Very good job
Case closed 🙂
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9 months ago
Dear kaliabi,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
