iWild Casino - Player's winnings have been confiscated.

Hello,

I am having an issue with I wild Casino, i have played here multiple times. I managed to win a total of $3004 yesterday (July 28th) and attempted to begin the withdraw process of $500 per request, total of $1500 per day according to the casinos withdrawal conditions. On my original deposit, I received a deposit bonus which was credited in bonus funds. I ended up winning using these bonus funds and understood I needed to complete the wagering requirement before these funds would be converted to actual money in my account. I completed the wagering requirement accordingly and a total of $3004 in my account showed as "withdrawal able".

Early this morning, I received an email from KYC iWildCasino stating that according to section 1.4, one can only payout 5x the bonus, regardless of the actual winnings. Therefore, I could only withdraw $275 $55x5).

The rest of the money was just taken from my account by the casino! $2729 of winnings were simply deleted from my account, even though it was previously designated as real money.

Now, when I inquire, they keep referencing the section 1.4 from the bonus, which restricts payout to only x5.

When I requested withdrawal my winnings were advertised as real money, the bonus period had ended and they still allowed me to keep playing.

Can someone please help me get this money? I am so disappointed.

Dear SummerOwls1903,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Terms, 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, we consider the 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.  

Best regards, 

Veronika

Hi there, thanks for your reply.

I will attach the account history below. It shows I had "real playing money" in my account at exactly 00:15:34am on July 28th, 2024, then I placed one $7.50 bet using this real money and all of a sudden it was converted to bonus balance at 00:15:32am 2 seconds later? This just doesn’t make any sense to me. I was not notified of these terms and don’t see a reason why it would be converted back to bonus balance without my knowledge. I’m really hoping you can help me.

I’m sorry it won’t let me attach the screenshots via this portal. Is there a way I can send them another way? Or maybe I will try again tomorrow. I realized after I typed out the previous message that it shows my bonus balance converted to "real playing money" at exactly 00:15:34. From that point on, I played using this REAL money until I requested the withdrawal which was then denied and confiscated.

You can send me the screenshots as well as any other relevant evidence (chat transcripts, emails, etc.) to veronika.l@casino.guru. Thank you for your cooperation.

Thank you very much, I sent you the screenshots via email.

Thank you for the screenshots. When you look at this section of your gaming history:

You can see that you completed the wagering requirements for your bonus at 00:15:34. After this point, the bonus money was converted into real money - and the balance stayed as "real money" for the rest of your game. However, the maximum cap on winnings has not been applied. According to the Bonus Terms:

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.

This means that the casino applies the maximum cap only when you request a withdrawal of your winnings. I understand that this can be quite frustrating, especially if you’ve earned a significant amount after wagering the bonus, but this is in accordance with the bonus terms. I would recommend withdrawing your winnings sooner the next time you win with an active bonus.

Has your withdrawal request of $275 been approved by the casino?

Dear SummerOwls1903,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.