iWild Casino - Player's account has been closed and winnings confiscated.

Warning SCAM!!! They close your account and take your winning and refuse to grant you a withdraw. I was verified and everything!!! They took almost 7000 euro from me.

First I won 6000 yesterday and wanted to withdraw 800 and it looked like it was proceeding as the money disappeared from my account. Today I won even more and were up to 7000 again. I played down to 6100 as I had 800 pending but they took everything.

Dear Myrrah,

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 specify if you accumulated your winnings with or without an active bonus? If you played with a bonus, please send me a screenshot or a link with the bonus offer.

Have you made any successful withdrawals from this casino before?

Have you contacted customer support after your balance was confiscated? What was the casino's explanation?

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

Hello;

Took a bonus but nothing said that you could not win money; that is the whole purpose of bonuses. They then refer to rules, which is completely insane.

played at many casinos and they usually have a min waeger which I achieved. It's sad because I played at several casinos (same game) and won this time and lost a lot before. I don't think they should be able to take the money but turn it into money right away as I won most of the money long after the bonus was achieved.. if when I achieved it they had turned it into only money which they always do it would have been more logical. Instead I sit over 24 trying to get my money out.

Got them to unlock accounts though

They have also deleted my history when I check. My attachments are too big, can I send via email?

Please send all the relevant screenshots, chat transcripts, and email communications to veronika.l@casino.guru.

While it is certainly possible to win money with bonuses, it's important to remember that bonus play often comes with specific rules. If any of these rules are violated, winnings may be confiscated. Additionally, there is often a cap on the maximum winnings allowed from bonus play. This is why it's crucial for me to know exactly which bonus you claimed.

Hello,

I have emailed everything to your email but have not received a reply.

I have checked the Bonus Terms of iWild Casino and this is what I found:

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding. 

Hello,

although there was real money with it. They mixed up my money with the bonus. Deposited 150 euros.

The problem is also that they allowed me to continue playing and win even more money even though according to them the limit has been reached. I played several times in 48h and the win was not one win, but several small wins. My money was part of this. How can they determine which is my money in this situation? Then at the highest profit they should pay it out and remove the rest so that you can continue playing with your own money. These are profits that would happen on my money with,

In order to clarify the situation, it's important to organize the events chronologically.

1. How much money did you send to the casino for your first deposit? Name the specific amount and specify the bonus amount (€ + %) you received.
2. How much money did you accumulate with the first deposit bonus? Were these winnings capped according to the Bonus Terms right after you finished wagering?
3. When exactly did you submit your first withdrawal request? Was it immediately after you finished wagering your first deposit bonus?
4. When the casino forfeited the winnings that exceeded the maximum cap, how much money was returned to your gaming account?

Hello,

I deposited with bonus 3 times, each time 50 euros.

I immediately won 1500 euros in a couple of moves. I later played on and won several rounds. Took a break and played again and won 4500 euros. Played some more and came up with 6000 euros. Continued to play several times over a 2 day period and withdrew 800 euros (never got them but they disappeared from the account) then I was down to 4000 and won again up to 6900 euros.

Could you please send me the screenshot of your current withdrawal requests? Have the two pending withdrawal requests of 400€ been processed by the casino, are they still pending or have they also been canceled?

Are both of these withdrawal requests still pending?

When it comes to the winnings that were canceled by the casino, it's important to keep in mind that each bonus has a limit on the maximum possible winnings. To assess whether the casino deducted the correct amount, we'll need to review your gameplay. Please ask the casino to send you your gaming history from the moment you activated your first deposit bonus in Excel format, and then forward it to me at veronika.l@casino.guru.

Alternatively, if you are aware of the exact amount you won from each bonus, you can provide that information here. Did you use the bonuses one after the other, or all at once?

Hello,

no withdrawal during processing and I have been contacted several times but they do not answer my questions and do not want to give me an excel sheet on the gambling.

Thank you very much, Myrrah, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Myrrah for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask iWild Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

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.

Dear Myrrah,

An extra amount was charged fromthe amount you received of bonus  "Double Your Catch: 100% Bonus + 300 FS" regarding to Bonus Terms and Conditions and the Maximum withdrawal was corrected.

1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be charged to players in accordance with the bonus policy.

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

Respectfully,

iWild Casino Representative

Thank you for the clarification iWild Casino representative. I would like to ask if there has been an instance of mixed funds as the player stated they also deposited funds along with the bonus. If you can provide me with the player's betting history for review, I can also investigate. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We have double-checked the player's bets and all bets were calculated correctly.

As requested, the player's betting history was provided to your e-mail for review.

Please check it for further decision.

Thank you so much for your help.

Respectfully,

iWild Casino Representative

Dear Myrrah, I apologize for the delayed response but the casino has provided me with quite lengthy gaming history which took a while to review. According to it, all bets have been calculated correctly. Unfortunately, I am unable to assist further in this case and am forced to reject your complaint. 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 any issues with this or any other casino in the future.

Kind regards,

Peter