HomeComplaintsiWild Casino - Player’s balance disappeared.

iWild Casino - Player’s balance disappeared.

Amount: €1,000

iWild Casino
Safety Index:Very high
Submitted: 01 Jan 2023 | Case closed : 26 Jan 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Germany couldn’t log in to his account for some time. Afterwards his balance disappeared. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence the player has lost their balance fairly and used rude abusive language towards our staff which is unacceptable.

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1 year ago
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I played the last time this morning at 05.02 according to the course of the game and had a balance of 951 euros!!! At the same time I have 2 payout requests of 400 euros each that have nothing to do with the amount!!! Logged out, then problems logging in hours later despite saved browser data and complete credit gone!!! I would have gambled away all my money although I can prove that it's not like that!!!

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1 year ago

Dear mueller80,

Thank you very much for submitting your complaint. I am sorry to hear about your problem. Allow me a few questions so I better understand the situation.

Could you please advise if you can access the login history for your account and game history for your account? Did you contact casino support about your issue? What did the casino support say? Did you achieve your balance using bonuses or not?

I’ll look forward to your reply.

Best regards,

Tomas

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1 year ago
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Hello, I can definitely access the game history! And I contacted the support more than once, they told me to clear my cache, which I must have done 4 times! I signed up with my laptop and my wife's cell phone! The last action on all devices was January 1st, 2023 at 5:02 am with a credit of 951 euros! I just checked again and didn't have any game history on 01/02/23!!! The support does not react at all to photos I have sent!!!

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1 year ago
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No, I did not achieve my winnings through bonuses, I deposited 25 euros via paysafe card and won 1000 euros! I then had 2x 400 euros paid out because the maximum payout amount is 400 euros! I then won the 951 euros with the remaining 200 euros that I was forced to leave as credit!!!

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1 year ago

Thanks, mueller80 for your answer.


Would you be able to send me the game history of your account from the time when you asked for the two withdrawals until now? Please send it to tomas@casino.guru You can attach also all the relevant communication between you and the casino regarding the issue.

I'll be looking forward to your reply.

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1 year ago
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I just checked again, but unfortunately it doesn't show up!

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1 year ago
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So the period is not clear to me! Can only track until 12/30/22 12:16 a.m., I requested the payouts around 5 p.m

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1 year ago
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No idea how or where I can check the rest of the history

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1 year ago
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I asked the support to send me a complete list of the gameplay for the period 12/30/22 to 01/01/23 but they don't go into it at all!!!

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1 year ago
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Furthermore, I have asked for the log to be sent to me for the period in question, also without success!!! I really didn't gamble away the money and I've never heard of the game where it was supposed to be gambled away in my life!!!

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1 year ago

mueller80,

Would you be able to send us the communication between you and the casino regarding the issue? Please forward it to tomas@casino.guru. Please understand that without any evidence it is difficult for us to confront the casino.

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1 year ago

Thank you for your message. Would you be able to download the game history and forward the file to tomas@casino.guru?


Please note that if according to the game history, you played down the winnings, there is nothing we can do to help you, unfortunately.


I'll look forward to your reply.

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1 year ago

Dear mueller80,

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
Translation

I CANNOT DOWNLOAD MY GAME HISTORY!!! ON REQUEST WHETHER IWILDCASINO PLEASE SEND ME THE COMPLETE GAME HISTORY AND THE COMPLETE LOGIN HISTORY BECAUSE I CANNOT ACCESS THIS, THERE WAS NO RESPONSE AT ALL!!! HAVE ASKED YOU SEVERAL TIMES, BUT ALSO HAVE WRITTEN TO YOU SEVERAL TIMES!!! IWILDCASINO WILL NOT SEND ME GAME HISTORY OR LOG IN HISTORY!!!


Sent from my iPhone

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1 year ago
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I'm starting to feel really pissed off! Do you actually read the emails I write completely?!?

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1 year ago

Thank you very much, mueller80, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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1 year ago
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Many Thanks

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1 year ago

Dear mueller80,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite iWildcasino to join the conversation.

Dear iWildcasino,

Can you please provide some information regarding the player's withdrawal delay? Please forward the player's full game history and any other relevant evidence to michal.k@casino.guru

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1 year ago
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Finally someone who understood my problem!!! Many thanks for that!!! And again, I didn't gamble away the money or I certainly wouldn't be starting a rip like this!!! It really can't be that something like that can happen, not with the best will in the world

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1 year ago
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Hasn't the casino got back to you yet???

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1 year ago
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What happens if the casino doesn't respond to your email? Do they just get away scot-free?!?!?

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1 year ago

Dear mueller80,

I understand your frustration, but the casinos have 7 days to reply. You need to please understand that the casino has thousands of customers and it takes some time to reply. So far we had good communication with iWildcasino, so let's stay positive that we would be able to sort your issue out. I can only ask you to be patient for now and I'm sure the casino will react.

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1 year ago

Hi guys, this is either some kind of mistake or intentional misinformation on the part of the player.


We see that the player made bets and lost this balance. We have the whole history of his games, and of course we can confirm it to the Guru. Moreover, the player even used bonuses after he lost the balance, which again indicates that there was no problem, and the person calmly played for his own pleasure.

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1 year ago
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What a lying story that is!!! Then please send the complete GAME HISTORY as well as the log in History!!! What's the problem if you can refute everything?!?

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1 year ago
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And I usually play for my own pleasure, who doesn't?! And what bonuses should I have used and when??? Please refute your accusations!!!!GAME HISTORY AND LOG IN HISTORY PLEASE!!!

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1 year ago

Dear iWildcasino,

Please forward the player's full game history and any other relevant evidence to michal.k@casino.guru

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1 year ago

Game history sent.

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1 year ago
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I would also like a copy of my game history!!!

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1 year ago
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And preferably from the log in history

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1 year ago

Thank you for the response, iWildcasino. We have received the evidence.


Dear mueller80,

We have received evidence that there was usual gameplay on your casino account even after your claimed time of January 1st, 2023 at 5:02 am. Can you please confirm the last game you played before you allegedly logged out and did not play anymore?

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1 year ago
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May I see the evidence too, please?!

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1 year ago

Dear mueller80,

As per our company policy, we are not allowed to share any confidential information.

I have asked the casino if they are able to do this as a lot of casinos can provide this to the involved players. The decision, however, is up to the casino.

Anyway, Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator. As previously mentioned we have received the evidence and as an independent party from the evidence provided we are forced to agree with iWildcasino's decision.

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1 year ago
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I swear to god if i had enough money for a lawyer i would go to court with it!!! Don't you find it strange that they don't want to send me my GAME HISTORY?! But now someone can look forward to their commission!!!😉

you're all under the same blanket!!! Don't pass on any confidential information to the person who got the whole thing rolling?! It's about my account that was paid for by my money! I assumed something like this from the start! Shove the 951 euros in your damn a*** you a***!!! I'll still make it public wherever I can!!! In this sense, have a nice life and have fun with the money! Everyone gets what they deserve at some point!!!


(the original message was edited because the user used forbidden foul language)

Edited by a Casino Guru admin
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1 year ago

Dear mueller80,

I understand your frustration, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.

Furthermore, I have to warn you that this kind of language, won’t be tolerated and one more attempt to verbally attack or intimidate any Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players, and we have zero tolerance for such behavior.

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1 year ago
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I ... it***!!! Lying H*** what you are!!! I certainly didn't threaten or try to shy anyone!!! This is based on facts!!! I can't get my own GAME HISTORY based on confidential information!!! You are handicapped!!!


(the original message was edited because the user used forbidden foul language)

Edited by a Casino Guru admin
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1 year ago

Dear mueller80,

As you have again used rude and abusive language we will reject your complaint. You have been warned that this kind of language, won’t be tolerated and one more attempt to verbally attack or intimidate any Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players, and we have zero tolerance for such behavior.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

Although we will now Reject your complaint and you will be banned from our website we still wish you nice rest of the day.

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