The player from Germany faces issues with withdrawals at Iwildcasino, having their bonus excess deducted multiple times. Initially, after reaching 601.31 EUR, the player could only withdraw 138.75 EUR. Following further play, they accumulated 3282.72 EUR but were again told the amount couldn't be withdrawn due to bonus conditions, reducing their balance to 138.75 EUR again.
iWild Casino DE - Player's winnings are being confiscated due to bonus conditions.
Amount: €3,282
iWild Casino DE
Safety Index:HighSafety Index
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8.6
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Case opened
Current status
Waiting for casino to reply
5d 16h 4m 7s
Case summary
yesterday
Public
Public
2 weeks ago
Translation
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.
Automatic translation:
Public
Public
2 weeks ago
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
Public
Public
2 weeks ago
Translation
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.
Automatic translation:
Public
Public
2 weeks ago
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
Public
Public
1 week ago
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
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1 week ago
Hallo Nick
Here ist the bonus converted to real balance.
After that there was no more bonus in the balance.
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1 week ago
Translation
I only have e-mails.
The first of October 30th (reduction of the account balance).
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1 week ago
Translation
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.
Edited
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Public
Public
1 week ago
Translation
There is no trace of the account balance reduction in the game history.
Neither after the first nor after the second account balance reduction.
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1 week ago
Translation
This is the last entry in the game's history.
This is very strange.
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1 week ago
Translation
This is a big win
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Public
Public
3 days ago
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
Public
Public
3 days ago
Translation
Hello Nick
Thank you very much for your help and time.
Greetings, Tomasz
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Public
Public
yesterday
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.
iWild Casino DE has 5d 16h 4m 7s to reply
