iWild Casino - Player's winnings have been confiscated.

Hallo,

ich habe letzten Freitag den 16.8 auf dem Iwildcasino gespielt!

habe relativ am Beginn meines Spielens 500€ (wie auf den Bildern gezeigt) gewonnen und wollte diese auszahlen!

Heute wurde mir geschrieben, meine Auszahlung wäre gecancelt geworden. Ich habe jedoch nicht mal auf mein IWildkonto die 500€ also sind diese einfach weg!

Auf meinen Bankkonto sind diese 500€ auf nie gelandet also bin ich regelrecht abgezogen worden!

Hoffe auf Hilfe!

Dear Friedl11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you accumulated your winnings with a bonus?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hallo,

ja richtig es war mit Einzahlungsbonus, jedoch wird auf Iwild zuerst das Echtgeld verspielt und dann erst das Bonusgeld. Ich habe diesen Betrag noch mit dem Echtgeld gewonnen.

Das Casino selbst hat dazu keine Auskunft

Thank you very much, Friedl11, for your cooperation. 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 Friedl11 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 Casino Guru, Frieldl11

We acknowledge that the player attempted to withdraw €500 on August 16.

However, it is important to note that he subsequently canceled the withdrawal and continued to utilize his funds.

Thank you for your transparency throughout this process.

Respectfully,

iWild Casino

Thank you for the update iWild Casino representative. Would it be possible to provide me with the player's transaction and betting history to prove this? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear CASINOGURU,

We have sent a detailed explanation to peter.c@casino.guru

Respectfully,

iWild Casino Representative

Thank you for providing me with the information iWild Casino representative.

Dear Friedl11, the casino has provided me with a transaction log showing that the player canceled the withdrawals. If you continued to use these funds and gambled them away I'm afraid there isn't much I can do to assist further. However, if you canceled the withdrawal and the money did not return to your account let me know and we can look into this further. Thank you in advance!

Hallo!

ich wüsste meiner seits nichts von einem Storno des Betrags!

Wenn das Casino behauptet ich hätte das Geld storniert und weiter gespielt, dann müsste auch möglich sein einen Spielreport dazulegen in welchem hervorgehen müsste, dass ich mit dem Geld auch weitergespielt hätte.

LG

Dear Friedl11, I have responded to the casino's email and requested the advised evidence. I will update you about any new developments. Thank you in advance for your patience!

Dear Friedl11,

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.

Oh mein Fehler! Ich wusste nicht, dass ich darauf antworten soll!

Gibt es schon Neuigkeiten?

I apologize, I must've set the timer for you instead of the casino. I am still awaiting an update.

We are extending the timer by 7 days. If the casino doesn't respond in the given timeframe we will close the complaint as 'unresolved' which may negatively affect their rating.

Hallo,

ich nehme an das Casino hat sich nicht mehr gemeldet. Damit hab ich wohl 500€ verloren.

Dear Casino Guru,

We have previously communicated regarding this complaint to peter.c@casino.guru.

We appreciate your efforts in this matter.

Respectfully,

iWild Casino Representative

Thank you for providing me with the evidence iWild Casino representative.

Dear Friedl11, the casino has provided me with game logs where it is visible that the funds were returned to the account balance and were further used to play until all balance on the account was lost. In this case, I'm unable to assist further and am forced to subsequently 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