iWild Casino - Player's winnings have been deducted significantly due to a bonus.

I received a bonus of 25.00 on my second deposit. I played the game reaching 3000.00 during the time I was playing I had checked multiple times to see if I was able to withdrawal any, I was not. So I continued playing. When I reached 3000.00 I checked to see if I could withdrawal and it showed I could withdrawal 1500.00, at 500.00 being the limit for each withdrawal, it was capped at 1500.00 per day. I sent all the required documents to recive the funds only to find out that the financial dept had took back 1375.00 because I had received a 25.00 bonus. Before I was aware of this and because I could only withdrawal 1500.00 I continued to play the other 1500.00 I had in my bank. I was told I was only eligible for 125.00 of the 1500.00 all because of a 25.00 bonus. I have played these games on line for years. I have never had one ever take back what I was allowed to withdrawal. Any others would only allow you to withdrawal what you were eligible to take. I had nothing to tell me that I was also going to just loose 1375.00 that was not put back in the account when I did the withdrawal. I feel that because I was eligible to take 1500.00 out of the account then I should have received it. If I was not eligible to do so it should not have allowed it and I wouldn't have lost 1500.00 just by withdrawal what I assumed I was eligible for. How are.people suppose to know that If they recive a bonus and you cash out your going to loose everything if there is no breakdown at the time of cashing out. I spent hours playing a game that, at the end I was loosing everything and I didn't even know.

Dear Molly11,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with iWild Casino. I have checked the casino's Bonus terms and conditions, 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 an 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

When I cashes out the 1500.00 it was available for cash out. The bonus was 25.00 that I had recived when I put 50.00 on the game. When I cashed out the 1500.00 I was expecting the 1500.00 if I wasnt going to recive the 1500.00 then I should not have been able to withdrawal it. At the time I had 3000.00 but was only able to withdrawl 500.00 at a time up to 1500.00. How is someone suppose to know what they will get when they withdrawal. And if that's the case why wasn't the 1375.00 put back in my bank so I could continue playing. I put more money in then what the bonus was, so technically I should have received at least half of the winning. If the 50.00 that I put in ment nothing then why did I even have to make a deposit if all I was going to get back was 5 times the amount of the bonus. If I'm not reciving the 1500.00 then I would like the 1375.00 put back in my back considering my 50.00 helped more then the 25.00 bonus to get that to 1500.00. I have played many casino and I have never seen one allow you to withdrawal then tell you you lost it all and take it away like it never happened. Another casino shows you what you are allowed to withdrawl. There was nothing telling me that when I do the withdrawal I would only recive 125.00 and loose erything else. When they first messaged me after the withdrawal and said that they had debited 1375.00 I actually thought 125.00 was left from the bonus and put back in the account and that I was reciving 1375.00 because that would have made sence. So I went and played the 125.00 while waiting for my paper work for the deposit of 1375.00 to be done. This is the worst gaming site I have ever played and the least trusting site. So I'm assuming people are suppose to guess when they withdrawal what they might get, I played for many hours wasted 50.00 that had nothing to do with the winnings and lost everything. I will not put one sent into this gaming site because I don't like to see my money go into something and get a small bonus of half of what I put in taken away. I will assume that's why I was winning was because I had a bonus, and this site new I wasn't getting any of it anyway, hoping I would play it all then I would keep putting money in. But instead I was smart enough to withdrawal half ( at least I thought I was) I learned the hard way, it will not happen again because I will not spend one cent with I wild or another site related to this because when I withdrawal money that I win I won't have to worry about any email saying I don't get anything. I should have had the 1375.00 put back in my account and the 125.00 should have stayed in the withdrawal bank and sent to me when all the paper work was received for my withdrawal.

This was not a free bonus, I put 50.00 dollars in my account and received a 25 dollar bonus.

I understand that you're dissatisfied. However, as it was mentioned in the bonus terms, "Any exceeded balance will be voided prior to money withdrawal." So your whole balance was visible as withdrawable until you actually requested a withdrawal -- then the maximum cashout rule was applied, and the remaining balance won from the bonus was voided.

Could you please confirm if you received your winnings of $125?

No I didn't recive it, they put it back on my account instead of putting it in my account when I withdrawal it. I thought that was bonus money and I played it. It should have been put in my account. Now that.i see I have wasted money on this site, I would like it to be closed immediately. I will no longer be playing it, I don't put mo ey in it to recive a less bonus and loose money i won this game. I would like a confirmation that this account is closed, all banking information is deleted and my email removed so there will be no more junk email sent. Thank you

Do I understand that you played away all your money and your balance is now zero?

Have you requested your casino account to be closed? Please let me know.

Dear Molly11,

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.