The player from Greece had issues with a withdrawal. After wagering a no deposit bonus of 159 euros, the player had won 405 euros in roulette and had expected a payout of 1200 euros, but the casino informed him that he could only withdraw 795 euros. The player claimed that the casino intentionally delayed his withdrawals, which led him to lose all his winnings. After reviewing the case, we found that the player had already played his winnings and hence, there was limited recourse available. Although the player was dissatisfied, he acknowledged our efforts to help. Consequently, we had to reject the complaint as unjustified.
iWild Casino - Player’s winnings have been partially confiscated.
Amount: €405
iWild Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
I play no deposit bonus 159 euros the wager end a have 1800 take the 1k because x5 i can take and i go to play roulette with my balance i win 405 euros i withdrawal 1200 and they sent me a e mail only 795 i can withdrawal roulette play with my money not bonus
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9 months ago
Dear avgerao,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing with the online casino.
To better understand your situation, could you please provide more details regarding the terms and conditions of the no deposit bonus you mentioned?
- Specifically, we would like to know if there were any specific wagering requirements or restrictions associated with the bonus, as well as any terms related to maximum withdrawal limits.
Understanding the specific terms and conditions governing your gameplay and withdrawal request will help us investigate this matter thoroughly.
If you have any relevant communication or documentation regarding this matter, please feel free to forward it to petronela.k@casino.guru for further review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
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 win from slots 1800 euros because the no deposit bonus is 159 and i can withdrawal only x5 they take 1000 euros and my balance is 795 because the wager end i go to play roulette with my 795 euros and win 405 and withdrawal 1200 they sent my today i can only withdrawal 795 and take the 405 the terms write while wagering i end the wager and play roulette this is my money no bonus money
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9 months ago
they were delaying my withdrawals on purpose and I ended up losing it all
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9 months ago
Just because I don't respond the very next day doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please understand that we handle over 900 complaints simultaneously, necessitating thorough investigation and analysis for each case.
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
Please inform me if there is any additional information that I may have overlooked. However, I regret to inform you that I may be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance. Thank you in advance for your understanding and response.
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9 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
