iWild Casino DE - Player's winnings have been limited.

I deposited with a bonus and specifically asked in the chat what the maximum cashout for the bonus is. They said it was 12500. Then, I won 3200 euros, wagered everything, and after the wagering requirements were met, there were 2100 euros in my account. After wagering again, I won back up to 3200. When I tried to withdraw, the amount was changed to 625 euros due to bonus terms and conditions. This casino is doing illegal stuff!

Dear nestea27,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino DE.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any notification when the wagering of the bonus was complete?
• Could you please share a screenshot or a link to the promotion you activated and played?
• Have you contacted casino support and asked for an explanation as to why your winnings were reduced?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

No, I didn't get a notification when the bonus had been wagered, which is why I carried on playing as normal after the bonus and the money was only processed 2 days later than I wanted to withdraw.

I don't have any screenshots, I wrote an email to the casino yesterday but haven't received a response yet.

Thanks for your reply.

You wrote:

Dann 3200 Euro gewonnen alles gewagert nach dem Wager waren 2100 auf dem Konto nach dem Wager wieder gewonnen und dann auf 3200 gewesen.

• How did you determine the wagering of the bonus was complete, please?
• Could you please share a screenshot or a link to the promotion you activated and played?
• Have you saved your interaction with live chat when you asked about the maximum cashout of the bonus? Would you be able to share it as well?

Hello,

In my profile, under bonus, it was shown when it had been implemented and completed, since the associated free spins had been deleted.

I don't have any screenshots, but they should have everything in their logs.

Thank you very much, nestea27, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you nestea27 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 were the player's winnings reduced and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru and nestea27!

We have reviewed your gaming session and are prepared to confirm that the debit was accurate.

You received a bonus of 125 euros, subject to a maximum release condition of x5.

However, the system did not automatically debit the bonus upon release.

After you submitted a withdrawal request, the financial department conducted a verification and subsequently debited the excess funds.

We apologise for the inconvenience.

Respectfully,

iWild Casino Representative

Hello,

They apologize for the inconvenience but still owe me money. I won money after the bonus and I ask them to transfer this to me before taking legal action + negative review. After the bonus was paid out, the amount was completely different to the amount at the time of the payout, after all, there were several days between the two.

Thank you for the update iWild Casino DE representative. As your system did not automatically debit the bonus upon release, can a compromise be made on the amount of funds removed from the player's balance? Many thanks for considering my request!

Dear Casino Guru,

We have previously communicated regarding this complaint to peter.c@casino.guru.

We appreciate your efforts in this matter.

Respectfully,

iWild Casino Representative

Dear nestea27, discussion about this complaint with the casino is currently ongoing, I will update you about any new developments. Thank you for your patience during this time!

Dear nestea27, as this was a failure of the casino's automated bonus system which did not automatically debit the bonus upon release I have asked the casino to consider giving you compensation in the form of a bonus or whatever they deem fit. I have not received a response yet therefore I will set a timer for the casino in hopes of getting their attention. Thank you for your patience during this time!

Dear Casino Guru, nestea27

We have extended a fair offer to the player. 

To accept this offer, he will need to reopen his account, as outlined in our correspondence. 

We appreciate your efforts in this matter.

Respectfully,

iWild Casino Representative

Thank you for the response iWild Casino DE representative.

Dear nestea27, let us know if you're content with the offer and if it resolves your issue. Thank you in advance!

I find the ratio of 2500 euros that were deleted and 150 euros that I get now quite little

Dear nestea27, I understand your frustration but technically the casino acted according to their terms and conditions. I believe any compensation is a win as the alternative is nothing. Let me know if you agree to this compensation and if we can resolve this issue. Thank you in advance!

Dear nestea27,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.