The player from Rhineland-Palatinate faced an issue where his winnings had been confiscated after he completed the bonus requirements and attempted multiple withdrawals. Despite playing with real money afterward, the casino reduced his balance to €200, which was the maximum payout from the bonus. The player demanded the return of his funds. The Complaints Team intervened, and after reviewing the case, it was determined that the casino would refund the withheld funds. The player subsequently confirmed that the money was back in his account and had made successful withdrawals. Although it looks like the player has received the refund he became unresponsive which unfortunately forced us to close the complaint as rejected. The player can reopen the case anytime.
iWild Casino DE - Player's winnings have been confiscated.
Amount: €2,463
iWild Casino DE
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello,
I am a player from Germany and I have a major issue with this casino!
I lost over €2000 at this casino. Subsequently, I used a bonus where the maximum payout was limited to €200. I completed the requirements for the bonus, and my balance was correctly adjusted to €200. However, I didn't want to withdraw yet and tried to continue playing with the real money. I then requested three withdrawals of €400 each, and the rest remained in my account. After the withdrawal was reviewed, all my winnings were confiscated and reduced to €200, despite the fact that I was playing with no active bonus. I need my money back!!! I did not break any bonus conditions or do anything wrong. I continued to play with real money!
I urgently need help!!!!
Hello XAbruzzii,
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?
- Do I understand it correctly that once you finished the wagering your balance was reduced accordingly?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
My account has been verified for a long time. Unfortunately, I can't say exactly how long because I have been active in the casino for a long time.
I deposited and used a bonus. I used this bonus. And then the balance was reduced to €200 because the maximum withdrawal is €200. I then continued playing with these €200 and made over €2000 without an active bonus. After that, all of my winnings that I had won without a bonus were taken away by the casino.
I spoke to the chat and all I got was that the maximum withdrawal amount is €200. Even though, as I said, I played without an active bonus.
Hello XAbruzzii,
Would it be possible to forward your deposit/bonus or betting history where the first cap of 200€ is visible to nikolas.b@casino.guru?
If your balance was already capped once, the casino should not do it again as it should be considered as real money.
Awaiting your response.
Regards,
Nick
Good day,
thanks for the reply.
I sent the bonus by email and a few documents that would be useful.
There is no betting history for the bonus that I used. Everything was removed by the provider!!! I checked all betting histories from December 22nd, 2024 to December 31st, 2024. I used the bonus on December 28th, 2024. Unfortunately, I can't find anything about the bonus. So I sent the bonus that I used and wagered to the email. The email where my balance was reduced to €200. As I said, I wagered 100% of the bonus and then continued playing with the €200!
Thank you XAbruzzii for all the information provided. I will now forward 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
Thanks for the kind help!
I hope we find a solution and I can get my money back.
Dear XAbruzzii,
I'm Michal, and I have taken over your complaint. I have examined this case, and it appears that your initial bonus winnings were capped correctly, thus these funds (€200) are considered real money. If the bonus winnings were already capped in accordance with the maximum win rule and the appropriate 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,
I would appreciate your clarification regarding the applicability of the maximum win rule for bonuses to the player's additional winnings, particularly in light of the fact that the disputed winnings appear to originate from real money. 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.
Has the casino already commented on my case?
Here you can clearly see that my real balance is €1426. And at the same time, 3 withdrawals of €400 were pending. That was on December 31, 2024 at 11:06 a.m. And then the email came from IWild Casino at 11:37 a.m. that everything had been canceled.
Is there anything new? 😕 Time is almost running out..
Dear XAbruzzii,
Unfortunately, I have yet to hear back from iWildcasino. I will persist in my efforts to contact them.
Thank you Michal!
Hope this gets resolved as quickly as possible.
The casino has to respond soon…
Dear XAbruzzii and Michal,
We will make a request regarding this situation and as soon as we receive an answer, we will immediately provide it.
Best regards,
iwild casino representative.
I hope for a quick answer and solution to the problem!!!
Thanks in advance.
Thank you for your response, iwild casino representative.
I remain hopeful that the issue will be addressed and resolved in a timely manner.
Hello Michal, are there any updates yet?
Hello Michal,
what is the current status?
Is there any new information from the casino?
Thanks and greetings
Dear XAbruzzii,
I completely understand your desire for quicker updates, or idealy for resolving the issue. The matter is currently under review by the appropriate casino team; sadly, the process can be a bit lengthy. Please understand the casino team is serving thousands of other customers, so naturally it is not always possible to review the gameplay and bonus progress as quickly as they would want. I sincerely hope we will have some positive news for you soon. Thank you for your patience and understanding.
Thanks for the feedback Michal,
Of course I can understand that completely.
Then I wait until the casino contacts me.
Thank you and best regards!
Hello everyone,
the money is back in my account!
Thanks for help dear Guru Team!!!
Thanks also to IWild Casino!!!
I have now made the first 3 withdrawals totaling €400. As soon as everything is in my account I will let you know!
Once everything is paid out the case can be closed!
Thanks to all!!!
We apologize for the lengthy review and thank you for your patience. We would like to inform you that our investigation into this matter has been completed.
After careful consideration of the player's situation, we have reviewed our decision and taken the necessary measures. The player will receive a refund of the withheld funds.
We greatly appreciate and thank Casino Guru for his support and significant contribution to resolving this issue.
Best regards,
iwildcasino representative.
I appreciate everyone's feedback. It is encouraging to see that the situation is progressing positively. I would like to extend my gratitude to both parties for their collaborative efforts.
Dear XAbruzzii,
Kindly inform me once you have successfully received the winnings, so that I may proceed to conclude this case as resolved.
Dear XAbruzzii,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Good day,
I am still waiting for 2 payouts.
a 400
I've been waiting for this since February 5th.
Dear XAbruzzii,
We will contact the finance department regarding your issue and will definitely take a decision on your request. Thank you for your patience.
Best regards,
iwildcasino representative.
Dear XAbruzzii,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Regrettably, we have not received any responses from the player regarding our messages and inquiries. As a result, we are unable to verify whether the player has received the payments or conduct further investigation, leading us to the decision to dismiss this complaint. The player is welcome to reopen this complaint at any time.
