iWild Casino - Player's winnings are partially withheld.

I deposited 25 euro using their "Daily Bonus Show" promotion. I won some money with the freespins recieved. After completing the wagering requirements for that money i had left about 180euro. Notice that after wagering they don't deduce the money that's over their "supposed" limit. With that money i bought freespins on sweet bonanza 1000 and won a 10000x+ bet winning me over 2k euro.

When I withdrew the money they witheld 1917 euro and said that the max withdrawal from freespins was 100euro. NOWHERE on the promotional page does it say that there is a maximum amount you can earn from the deposit bonus.

Clicking the T&C of the daily bonus takes you to their general T&C where nothing is specified about a maximum amount from freespins.

If you go to other promotions, clicking on more info shows the limits of that promotion, but not on their daily bonus map.

The simple fact is that they hid this information intentionally, where ever it even is, and I am entitled to this money since they don't show any max limits on their promotional page.

Dear supahot,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.

I checked the promotion and the 'how does it work' button leads to https://iwildcasino.com/en/page/bonus-terms

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain whether you won from the wagering of the free spin winnings in particular?
• Was the wagering of your match bonus portion of the bonus already complete?

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

Hello Tomas,

So from the freespins I had about 600 euro to wager if I remember correctly (since I didn't win that much from the freespins themselves, its like a 40x wager). During the wagering I won a big-ish bet so when completing the wagering process I had about 180 euro of wager-free money.

The 10000x win was won from buying freespins (you know, paying 100x the bet) which you can't do on the website while you have any wagering left. So yes, the wagering was done and I won with money that I thought was "mine" so to speak since the promotion mentions nothing about any limits.

Kind regards

Oh and by the way,

On the daily bonus show page here https://iwildcasino.com/en/bonus-map (which is the promotion I used)

the "how does it work" button doesn't lead to that page which you linked, it only opens this

If you check the daily bonus on the map

And click on T&C

you get linked to this page https://iwildcasino.com/en/page/terms-and-conditions

Which doesn't mention limits

Thank you very much, supahot, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you supahot 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Peter and supahot,

We will clarify the information on this situation and will provide you with a response as soon as we receive it.

Best regards,

iWildcasno.

Dear Peterand supahot,

Thank you for waiting for the results. We have reviewed this situation and see that the player wagered the bonus. The extra funds were charged in accordance with the rules and conditions of the bonus which the player used. 

These conditions are specified in the Bonus Terms:

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.

We thank the Casino Guru team for their assistance. If there are any additional questions, we will be happy to answer them.

Best regards,

iwildcasino representative.

This still doesn't answer where this information was shown, as it was clearly NOT shown on the promotional page.

Dear iWild Casino representative, can you provide us with a link or screenshot showing where this information is displayed? Thank you in advance!

Dear Peter,

Mentioned terms and rules can be found at:

https://iwildcasino.com/en/page/bonus-terms

Please note the following rules, which apply when calculating bonus funds releases:

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.

Best regards,

iWildcasno.

Thank you for the response iWild Casino representative.

Dear supahot, is the casino's explanation satisfactory or would you like to continue with the resolution of the complaint? Let us know!

I am not satisfied because the bonus terms are just shady.

This page they link to is not linked to in the promotional page for the promo I used. If you go to the T&C of the "Daily Bonus Show" there is nothing mentioned about withdraw limits, nor are there any links to this https://iwildcasino.com/en/page/bonus-terms page.

How can I be expected to go to a whole different page that is not even linked in other bonuses? I have been using the "Daily Bonus Show" with the belief there wasn't a limit since other bonuses like the https://iwildcasino.com/en/promo/item/reload-bonus or https://iwildcasino.com/en/promo/item/wednesday-bonus (both found in the "Promotions" page) clearly state the conditions and limits and the "daily bonus show" mentions none of it, nor does it refer to the Bonus Terms page.

All feels like a bait and switch, very unclear and unfair. What if I had hit a big jackpot on another game? Just wrong all around.

Dear supahot, I am discussing your case internally and I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for your patience supahot.

Dear iWild Casino representative, I would like you to clarify the situation from the beginning. The player deposited 25 euro using the "Daily Bonus Show" promotion. Were the player's funds capped after finishing the wagering requirement? Did the player use these funds to purchase the freespins onSweet Bonanza 1000 that resulted in the win of the disputed amount? Thank you in advance for the clarification!

Dear Peter and supahot,

Please be advised that we will conduct a more thorough review of this situation and will get back to you with a decision as soon as possible. Thank you for your patience.

Best regards,

iWildcasno.

Dear Peter and supahot,

We have conducted additional analysis of this situation and have reviewed our previous decision. Out of respect for Casino Guru and in the interests of a fair settlement of the matter, we have decided to return the withheld funds to the client.

Best regards,

iWildcasno.

Thank you for the positive update iWild Casino representative.

Dear supahot, we will keep this complaint open until you confirm you have received the funds. Please keep us informed about any new developments. Thank you in advance!

Hello Peter and representative from iWild.

Thank you for your responses and for taking the time. I am very happy to hear about the casinos' decision and am satisfied with the resolution. I have not yet received anything. Do I need to contact support, or what is the procedure and timeframe in which I can expect the release of the withheld funds?

Kind regards

Hello, It's been a week now and still no funds. I even wrote to support@iwildcasino.com and recieved no answer.

Dear supahot,

We have reached out to the relevant department for clarification and have received confirmation that the funds are scheduled to be credited soon. We kindly ask for your patience while this process is completed. Thank you for understanding.

Best regards,

iWildcasno.

So update from my side -

2 week later I finally seem to have received the funds back into my account.

When I go to withdraw the funds, even though they show up as "real balance", there is 0 available to withdraw.



This is regardless of whatever payment method I choose. "Refreshing" the withdrawable balance doesn't make it show up either. it's the same regardless if I log in on my phone via chrome or on my PC via Edge (as shown in the screenshots).

I was told by chat support to contact via email - support@iwildcasino.com which I will do but I am posting this here as well since they didn't answer my last email.

Dear CasinoGuru representative - I would like to leave this case open until I have been able to withdraw the funds which I will confirm as soon as it is done.

Kind regards

Dear supahot and Peter,

We have checked the information and confirm that the funds have been successfully credited to the game account. Funds will be available for withdrawal today.

We would like to thank the player for his patience, as well as sincere gratitude to the Casino Guru team for their assistance in resolving this issue.

Best regards,

iWildcasno.

Thank you very much for the positive update iWild Casino representative.

Dear supahot, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.