iWild Casino DE - Player's winnings were deducted.

Hello! I bought a 5E bonus coin the wager requirement was 250E after i made my balance 313 Euro it has been deducted to 25E which is okay i understand but after the wagering has been met and the money converted to 25E "Real Money" i made them again 150Euro and they deducted my amount again

Hello reaL,

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? Was the balance capped right after finishing the wagering? Was the amount capped for the second time when requesting for withdrawal?

Looking forward to your answer.

Regards,

Nick

The account was verified around 8/4/2022 and kept playing occasionally to that casino since today. after finishing the wagering the amount converted to 25Euro from 313Euro, (Wagering Requirement's were met) then i made the 25Euro to 150 Euro and ask for a withdraw and then they converted my money to 25Euro again and said that i can withdraw only x5 the bonus amount but i already converted the bonus amount to "Real money" after i finished the wagering.

Hello reaL,

Is it possible to forward your betting or balance history where it is shown that the balance got reduced 2x? Please forward it to nikolas.b@casino.guru.

i send the email to nikolas.

Hello reaL and thank you for the provided information so far. As we will need more details from the casino regarding the double cap of your balance, your complaint will be now forwarded to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello reaL,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite iWild Casino DE to join the conversation and contribute to the resolution of this complaint.

Dear Casino Guru and reaL

After a thorough review of the game's history, we have decided to change our decision.

We have therefore decided to restore the amount of €125 to the player's account balance.

This decision ensures the fairness and transparency of our operations, reflecting our commitment to provide a positive gaming experience.

In addition, we confirm the player's right to exercise their right to request a withdrawal, giving them full access to manage their account.

Respectfully,

iWild Casino Representative

Thank you iWild Casino DE for the quick response and help.

Hello reaL,

Can you confirm that your balance was restored?

Hello Peter

Yes my balance has been restored thank you very much for resolving this issue.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, reaL, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

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