The player from Alberta deposited $1000 into an online casino and received a $1300 bonus. She was not informed about a stipulation that required a $3000 expenditure before withdrawal. The player is seeking a refund and has not received assistance from customer support. The complaint was resolved as the player received his funds.
iWild Casino - Player is unable to withdraw her deposit.
Amount: Can$1,000
iWild Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I am new to online casinos. I deposited $1000 knowing I would receive the $1300 bonus but what I was not told was I am not able to withdraw my money back unless I spend a minimum of $3000. Now at this point all I want is a refund. I spoke to Henry on live chat and he did not help me whatsoever directed me to an email I could use but as far as actual help he could not give me any. Please help I would just like my money back.
Kise
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1 year ago
Hello LJKise,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWild Casino. 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? Did you already play with the bonus you claimed? How much is your current casino balance? 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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1 year ago
Yes, my account has been fully verified since Yesterday afternoon.
I did not touch the bonus of $1300 including the 100 free spins.
My current balance is $2300 (real balance of $1000).
I spoke with a representative Henry and all he could do was refer me to their email which I did use but I have not gotten a reply since then. I kept saying all I wanted was a refund being very courteous but he could not understand I did not want the bonus or anything to do with my account anymore.
All I want is my refund of $1000 and I'll be on my way, these websites should be more clear about promotions, bonuses and wager requirements before handing out these promos to people. I am very upset.
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1 year ago
Hi, it has been 5 days. I haven’t gotten an email from iWild and I emailed them twice. Can someone pleas help me retrieve my $1000 back?
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1 year ago
Dear LJKise and Guru,
After reviewing the request, we issued a refund, it will be credited to the client’s bank account within 1-3 business days.
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1 year ago
Hello LJKise,
Please let us know as soon as the refund arrives to your account.
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1 year ago
Dear LJKise,
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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1 year ago
Dear LJKise,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
