The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The Complaints Team had extended the communication period to allow for a response regarding the status of the withdrawal, but the player did not reply to inquiries. As a result, the complaint was unable to be investigated further and was rejected.
iWild Casino DE - Withdrawal of player's winnings has been delayed.
Amount: €2,700
iWild Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Good day,
I would like to file a complaint regarding the following casino.
I took advantage of the welcome offer using my Mastercard. I initially played with real money and managed to win a significant amount, so I canceled the bonus (600€ bonus) and wanted to withdraw the remaining 2900€.
In the subsequent chat, I was informed that I needed to make a deposit using a different method which would allow withdrawals as it was not possible with Mastercard. Thus, I deposited 50€ with crypto. In the process, I lost 250€ and ultimately wanted to withdraw the remaining 2700€. It turned out later that I needed to use a bank transfer for the withdrawal. Therefore, the information from the chat was incorrect.
I was repeatedly told that I can withdraw 1200€ daily, but only 400€ per transaction, that is, 3x 400€ daily.
After a lengthy verification process, I requested three withdrawals of 400€. Two days later, I noticed that only one transaction of 400€ had been processed. Upon inquiring, I was informed that the next 400€ would be processed on the 24th of September. You can see the message from the chat here:
" As I can see in the system, the withdrawals will be processed on the following dates: 24.09, 27.09, and 02.10. I apologize that it’s not all processed in one day, but these dates are determined by the finance department. Therefore, I can't disclose why these specific dates were chosen."
This only pertains to the initial 1200€. Consequently, the remaining 1100€, which I can request afterward, will be extended to mid or late October. I have been playing at online casinos almost daily for several years, and this is unacceptable to me. It is frankly outrageous.
At least I now know the payout dates and can plan accordingly, but this is far from a quick withdrawal process. I hope that this complaint will speed up the withdrawal process. This is not customer-friendly.
Automatic translation:
Public
Public
1 month ago
Dear MrPuffmuffin,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
1 month ago
Dear MrPuffmuffin,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 month ago
Translation
I get 400€ once every 4-6 days. I still need 1100€
Automatic translation:
Public
Public
3 weeks ago
Dear MrPuffmuffin,
The terms primarily outline how many times you can withdraw per day, rather than the speed or amount that will be processed. I recommend withdrawing your remaining balance and considering a different casino with higher withdrawal limits if this one does not meet your needs.
Kind regards,
Nick
