The player from Germany reported a missing €600 after experiencing issues with a game and the payout process at iwild. Despite winning free spins and receiving two re-triggers, the game stopped, and the player’s account balance decreased unexpectedly. Insufficient responses from support and the VIP manager left the player feeling cheated, as the casino could not provide evidence of the missing funds. The complaint was rejected due to the player's lack of response to the inquiries made by us, which prevented further investigation.
iWild Casino DE - Player’s winnings are unaccounted for.
Amount: €600
iWild Casino DE
Safety Index:HighSafety Index
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8.6
iWild Casino DE has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
I've been on iwild for quite a while. Many games, and sometimes even some good wins. The payout process here is very limiting, as only 400 euros can be withdrawn at a time. But this is well-known and something to keep in mind when playing there. Now, to my problem: I played with real money and reached about 3000 euros in credit. Made two withdrawals directly, leaving 2200. Then I played Legacy of Dead, betting two euros, 5 lines. Shortly after, I won free spins and instantly got two re-triggers. The symbols were 10, head, and pharaoh. Game stops...a reload is required. Everything is gone...games, winnings, and about 600 euros, because right after, I went into the chat and was told there were only 1603 euros in my account. Unfortunately, iwild couldn't provide me with game stats or game IDs. From the support and my VIP manager, I only received stupid answers and comments that they couldn't find anything, saying everything was fine. But they also couldn't provide game stats, stating there was an issue. This just can't be right... It's evident that I'm missing 600 euros, but no one can tell me where they went, let alone show me where I supposedly lost them. Very strange, I definitely feel cheated here because they can't show me anything to the contrary.
Automatic translation:
Public
Public
2 months ago
Dear Marcporto123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you happen to have a video recording or screenshots showing this incident?
- Do I understand correctly you are unable to see the game history in your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
