The player from Germany had scored significant winnings at iWildCasino, increasing his balance to 2400€. However, the casino had limited him to withdraw only 5 times the bonus amount which was 750€, deleting the rest from his account and citing a clause from their terms. The player's account had been verified, and the bonus money had been converted into real money credit. We had contacted the casino about the player's additional winnings and asked for clarification. After our intervention, the casino had agreed to credit the player's winnings back to his account. The player confirmed that he had received the funds and the issue had been successfully resolved.
iWild Casino DE - Player's winnings were confiscated by the casino.
Amount: €1,650
iWild Casino DE
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
Hello,
I am having an issue with iWildCasino. After losing thousands of Euros over time, I managed to convert accumulated points into 150€ cash.
This 150€ then became subject to a 50x wager. Meaning, I had to bet 7500€ to turn this bonus money into real cash.
After two long days, I succeeded and had approximately 1400€ in my account, which was designated as real money. I continued to play the following day and turned that into 2400€.
Now, here lies the problem.
The maximum one can withdraw per day is 1200€ in 400€ increments. So, I requested three withdrawals of 400€. The next day, I received an email from iWildCasino stating that according to §1.4, one can only payout 5x the bonus, regardless of the actual winnings. Thus, I could only withdraw 750€ (150€x5).
The rest of the money was just erased from my account...!!! So, 1650€ of winnings were simply deleted from my account, even though it was previously designated as real money. Now, when I inquire, they keep referencing the aforementioned $1.4 from the bonus, which restricts payout to only x5. In my opinion, this is a clear scam!! 1. It was advertised as real money 2. They allowed me to continue playing 3. I had to put in a wager of 7500€... 4. The bonus period had ended.
Can someone please help me recoup this money?
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11 months ago
Hello Nilsg1,
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 your balance converted from bonus balance to real money balance after you finished the wagering? Was the balance reduced to 750€ (as maximum you could withdraw from the bonus) after the wagering was finished? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
Hello Nick,
yes, my account has been verified for a long time. Since August 17, 2023.
Exactly, the bonus money was converted into real money credit (see picture) at exactly 01:06:09 on 11/25/23.
I then increased this to €2400 as I said.
No, I had €2400 on it and wanted to pay it out. Only then did the email come that the money would be deleted from the account and I would only have the €750 left (see picture).
Thanks & LG,
Nils
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11 months ago
Hello Nilsg1,
As long as the wagering was finished, it should either convert your balance to the maximum allowed limit or do not convert it to bonus money otherwise we believe the player has no way to know that his balance still has active bonus conditions. 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
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11 months ago
Dear Nilsg1,
I'm Michal and I have taken over your complaint. I have reviewed this case and from the information and screenshots, it indeed looks like your winnings from the bonus were capped according to the max win rule and they were later shown in the "real " balance, not the bonus balance. I will contact the casino to shed more light on this matter.
We would like to invite iWildcasino to join the conversation.
Dear iWildcasino,
Could you kindly share some details explaining your perspective on why you believe the additional winnings of the player are still subject to the maximum win rule for bonuses, especially considering that the funds were previously capped and reflected in the real balance? Please forward the player's full game history and any other relevant evidence to me at michal.k@casino.guru
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11 months ago
Translation
Hello Michal,
yes, everything speaks for it. Actually I should get my money back...
First of all, thank you for your help & best regards
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11 months ago
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Hello Michal,
what does it look like?
Have you already received information from iWildCasino?
Best regards
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11 months ago
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.
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11 months ago
Dear Nilsg1,
I've managed to get in touch with the casino representative and it looks like we reached a consensus. I'm waiting for confirmation from the casino team, but your winnings should be credited back to your casino account.
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11 months ago
Translation
Dear Michal,
that is very good news!!
Then I wait for confirmation.
Thanks so much!
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10 months ago
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Hello Michal,
Have you heard anything about what's going on now or when I'll get my money back?
LG
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10 months ago
Dear Nilsg1,
I understand you are awaiting positive news, sadly I'm still waiting for confirmation from the casino team on when your winnings will be credited back to your casino account. I have "nudged" the casino representative again. I kindly ask for your patience.
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10 months ago
Dear Nilsg1 and Michal,
Funds in the amount of 1650 EUR were credited to the client’s account.
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10 months ago
Dear Wild Casino,
I'm glad the situation could be worked out. I want to express my gratitude to you for your equitable stance and for considering your initial decision.
Dear Nilsg1,
The winnings have been recredited to your casino account, and you should be free to request a withdrawal or use them as you want. Please let me know if you need any further assistance or if we can consider your complaint to be resolved.
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10 months ago
Dear Nilsg1,
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.
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10 months ago
Translation
Hello Michal,
Thanks so much!!
Really great work 🙂
Case can be closed.
Best regards
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10 months ago
Thank you for the confirmation, Nilsg1. I'm glad we could help you to resolve your issue.
We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,
Michal
Casino.Guru
