A player from Croatia registered on iWild Casino via Casino.Guru and used a no-deposit bonus promo code from the site but did not receive the bonus. Contact with customer support was unsuccessful, and they claimed the player used an invalid registration link. After gathering information from the player we concluded we can't ask the casino to credit the the bonus to the player and the complaint was rejected.
iWild Casino - Player denied no-deposit bonus after registration.
Amount: €50
iWild Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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10 months ago
While scrolling through my favorite casino platform Casino.Guru I found a casino iWild and read they have good reviews and decided to register there because I trust Casino.Guru. On top of that I saw they offer a no deposit bonus if I use the promo code that Casino.Guru offers. I used that promo code but received no gift. I contacted the customer support but they denied me and they were rude. They said I used invalid link to register even though I used the promo code I saw on Casino.Guru. I am very cautious about online casinos because I had negative experiences and mind you, this was a very bad first impression. Not sure why they have such good reviews at all.
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10 months ago
Dear jsrake,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.
I tried creating a new account using the link and coupon code upon registration and my attempt was successful.
- Has the casino offered any alternative bonus for you to use?
- Please forward the communication you had with the casino support to my email at tomas@casino.guru
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
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10 months ago
Hello, unfortunatelly I don't have the history of chat with their customer support. Anyway, they didn't offer me any no deposit alternatives, not even 10 free spins. They only said that I'll get a normal bonus after deposit.
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10 months ago
Thank you for your reply, jsrake. Although this situation is unfortunate and I understand your point of view, we must understand that certain steps must be completed when requesting a bonus from the casino and since I was able to confirm the bonus is available if all the steps are taken, I am afraid that we cannot penalize the casino here. No casino is obliged to give you a bonus if you do not meet the necessary conditions. If the casino explained the bonus cannot be activated retroactively, unfortunately, our hands are tied, as we can't ask the casino to credit you any bonus. We would really like to help, but it is impossible for us this time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
