The player from Austria encountered issues with withdrawing winnings after using a bonus at iWildcasino. After initially winning €52,000, the balance drastically decreased to €350, and the player believed the casino obscured bonus terms that limited winnings to 5x. The Complaints Team reviewed the situation and confirmed that the casino's bonus terms clearly stated that winnings from bonuses were capped at five times the bonus amount. Consequently, the complaint was rejected as the terms were deemed compliant with standard practices in the industry.
iWild Casino - Player’s winnings are confiscated due to bonus terms.
Amount: €51,000
iWild Casino
Safety Index:Very highSafety Index
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9.3
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Hello, I logged into iWildcasino today and uploaded €100. I was simply credited with a €70 bonus.
I played Gates of Olympus and managed to win up to €52,000, but all of a sudden, after using the bonus, I only had €350 left.
The casino intentionally hides their bonus terms. Nobody in their right mind would use a bonus where you can only win 5x.
I wasn't playing just with the bonus; I also used €100 of my own money.
Please help me retrieve the money.
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4 months ago
Dear platti19951,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
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.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
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4 months ago
Translation
The problem is that I never entered a bonus code, the bonus was simply credited to me and I would have won the amount even without the bonus.
Winning a maximum of 5 times the bonus, even though you have invested €100 yourself, is simply absurd and a scam. I don't even need to start playing if I can make a maximum of €350 from €100 + €70 bonus.
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4 months ago
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So my winnings were not only achieved through the bonus, that is simply wrong.
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4 months ago
Thank you for your reply, platti19951. I understand your frustration, but since your bonus winnings were capped in compliance with the casino's bonus terms, I am afraid that there is nothing we can do. Once you start playing with the bonus, the bonus rules apply to the whole amount - your deposit plus the bonus. At this point, I can only recommend that next time you don't want to play with a bonus that was credited automatically, you either cancel it via the option in your casino account (if that is available) or contact the casino support to cancel the bonus for you.
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 any issues with this or any other casino in the future.
