The player from Germany had won 5700€ but was only credited 100€ after meeting all bonus conditions. Despite reaching out to support, the issue remained unresolved. The Complaints Team had attempted to assist by requesting additional evidence and extending the response time, but the player did not provide the necessary information. As a result, the complaint was rejected due to lack of response.
iWild Casino DE - Player's winnings have been partially confiscated.
Amount: €5,500
iWild Casino DE
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, after I had a bonus win of 5700€ in my account today, I was only credited a ridiculous 100€ in comparison to the main win. All bonus conditions were met. I had already contacted support, but unfortunately, it was unsuccessful.
It would be great if you could look into this. Thanks in advance!
Automatic translation:
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3 months ago
Dear rako91,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please send me the screenshot or link to the bonus you played with? Was it a free, no-deposit bonus, or a match bonus?
Have you passed the full KYC verification?
Has the customer support explained to you why your winnings were capped at €100?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
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Hello, the bonus is the second deposit bonus on the website. My documents have been submitted for the KYC procedure.
I will send you the screenshot.
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3 months ago
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The screenshots cannot be uploaded here. Could you please send me an email address where I can upload the screenshots? Thanks.
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3 months ago
Thank you for the screenshots. Can you see your big win in your gaming history? Please send me the screenshot of your gaming history showing the winning bet in question at veronika.l@casino.guru. Please include all the other evidence that could be relevant to the investigation (other screenshots, chat transcripts, or email conversations with customer support) as well.
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3 months ago
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Hello,
I have sent you everything by email.
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3 months ago
Thank you for your email. I apologize, but the screenshots you sent don't provide enough evidence of your €5700 win. To move forward, please contact the casino's customer support via email and request your gaming history in Excel format from the date of your winning. When you receive the gaming log, please forward it to me at veronika.l@casino.guru.
