iWild Casino - Player’s winnings have been reduced.

Dopo aver giocato oltre 1000€, ho ricevuto un bonus di 25€ . Ho vinto 850€, ma dopo aver giocato x50 il bonus ricevuto (25€) hanno prelevato dal mio account 800€ e chiuso l account. Richiedo che i miei soldi mi vengano restituiti.

Dear Ramirexxx,

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. Have you deposited any funds into your account? Could you please specify which exact bonus offer you have redeemed any played? You can forward its name or a specific link when replying. Was it a free bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Si ho depositato oltre 1500 euro. Avevo terminato il plafoon giornaliero della carta e ho chiesto se era disponibile per il mio account un bonus loialty vista la spesa giornaliera. Mi hanno riconosciuto 25€ . Ho rigiocato sulla stessa slot dove ho perso le 1500€ e mi ha riconosciuto una vincita da 800€ . Ho rigiocato per 50x volte le 25€ e hanno prelevato dal mio account 770€. Comportamento del tutto truffaldino , se avessi saputo del problema non avrei giocato sulla slot dove ero in perdita.

Do I understand correctly that you have received a free bonus (loyalty bonus) and after accumulating winnings you couldn't place a withdrawal request as your account got blocked?

Per essere precisi ho accumulato vincite per 820 € . Ho rigiocato x50 (25€×50=1250€) il bonus loyalty . E hanno prelevato dal mio account 770€ . Ho effettuato depositi prima della vincita per oltre 1500€, ho rigiocato vincite per oltre 3000€. Io ho giocato a questo casino perché mi sono fidato della vostra valutazione.

Thank you, Ramirexxx, for the clarification. I have checked the Loyalty Bonus terms and conditions, and this is what I found (here):

"AGB

1. The bonus is available to all registered users.

2. For every successful deposit at IwildCasino you receive 5% of the deposit amount in the form of Points in your account.

3. Points can be redeemed for bonuses or free spins in the bonus shop.

4. Points are only earned when playing with real money. Points cannot be earned from bonus funds.

5. Points can be earned for your deposits on Sunday only and by contacting the 24/7 live chat or email. Email: support@iwildcasino.com.

6. Points are credited only with an integer, according to the formula: 5% of (deposit - bonus - withdrawal).

7. The maximum accumulated amount can be 1000 Points.

8. In order to be able to withdraw bonus funds, it is necessary to scroll 50 times the bonus amount received in the bonus shop for points.

9. Maximum stake limit during wagering: €5."

Also, in the general bonus rules, it says that the maximum available cashout from any free bonus would be x5 the rewarded bonus. In your case €25 x5.

"Bonus Terms

...

1.1. Maximum possible withdrawal amount from received no deposit bonuses in the bonus shop: x5 of the bonus amount or balance from free spins (depending on the status of the account)."

Could you please advise if you received €125?

No, io non ho ricevuto 125€. Ho ricevuto 50€ or 25€ . Il casino può confermare

Thank you very much, Ramirexxx, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Ramirexxx!

From now on, I will take care of your complaint. I'd like to invite iWildcasino into the complaint's thread in order to help us assess the situation and the resolution of the issue.

Good afternoon everyone!

Forwarded the information, and will get back to you soon with an answer to this problem. 

Thank you for your understanding! 

Best regards,

iWildCasino

Dear representatives of iWildcasino,

Thank you for your reply, we will be looking forward for your further responses.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi guys, thanks for your waiting, I'll help you sort out the situation now.

Everything is simple here.

1. The player's account was not closed by us at will, but at the request of the player after contacting us, as evidenced by the corresponding entry on the dashboard logs. A letter with a notification and the corresponding text was sent to the player by mail. Attached are screenshots of the evidence.

2. Regarding the no deposit bonus. Our rules state that the maximum withdrawal from the no deposit bonus is 50 euros. The player's situation was reviewed and an appropriate letter of explanation was sent to the player. Attached is a screenshot of the evidence.

Thus, the actions of the casino are fully consistent with its rules.

Have a good day everyone!

"Pertanto, le azioni del casinò sono pienamente coerenti con le sue regole."

Quali regole? Ricevute tramite email dopo la contestazione? Credo che sia una situazione allucinante e ridicola per voi, il problema è che casino guru assegna una reputazione troppo alta a un casino con licenza antillephone, oltretutto gestito da Altacore N.v . Basta leggere on line o sullo stesso forum di casino guru per capire della truffa in cui sono caduto, centinaia di utenti contestano i casino di Altacore ma casino guru senza problemi assegna 8.2 come affidabilità, questa è una situazione vergognosa. Da termini e condizioni riportano che il prelievo mensile è di 20000€ quando dopo registrato si scopre che il limite massimo è di 1000€ al mese. Casino guru la reputazione di questo casinò non è congruente .

Hello Ramirexxx!

After consideration of all the facts provided by you and the casino, we need to discuss this case further internally to come up with any conclusion.

Thank you for your patience, I will be back with our position towards the issue in the following days.

Dear iWild Casino,

I'd like to ask you which section of your bonus terms and conditions are you referring to in particular?

Please note, as per your bonus terms and conditions, only winnings from welcome bonuses given without deposit are limited to €50 maximum - point 1. There is also point 1.1, which states that for "bonuses received in bonus shop" the maximum withdrawal is 5x the value of the respective bonus.

We fully understand the player's frustration, as it is not very sure which part of the bonus terms the loyalty bonus should adhere to. Could you please elaborate on this matter?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear friends,

We want to put an end, with your permission, to this long story.

Considering the status and experience of the player, and our friendship with the Casino Guru team, we do not want to inconvenience anyone with controversy in this compliance.

We know that the Gurus are always on the side of the player and protect his rights.

We propose to fully fulfill all the requirements of the player, and fully satisfy the Guru team in order to avoid further discussions.

If you agree, please let me know and we will credit the player's account and give him access so that he can play or withdraw immediately.

Dear iWild Casino,

Thank you very much for your reply. We'd like to let you know that we appreciate your decision and we're looking forward to successfully conclude this case after the player's withdrawal will be received.

Hello Ramirexxx!

Since the casino has provided us with the good news of their decision, please let us know once you will receive your funds.

good morning, unfortunately, I confirm that via email support and via chat, they do not refund the credit as agreed with the iwild representative.

Buonasera, il mio account dopo le richieste riportate nel messaggio precedente è stato nuovamente disabilitato senza motivazione.

Dear iWild Casino,

I'd like to kindly ask you to communicate any further necessary steps of this situation with the player. As I mentioned earlier, we appreciate your decision and we are looking forward for you to fulfil the requirements of the player. Please, let us know, once the process will start.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

hello Martin, they will never reply, they make fun of people, I would be much happier if their rating is downgraded and give up my money, so as to help other people avoid the casino. Have you tried registering and making a withdrawal? the withdrawals are limited and do not correspond to what is written in "terms and conditions", the problem is also expressed by other users in the reviews. good job

As it turned out, my hunch was right.

Hello friends, sorry for the late reply.

Our compliance manager was in the hospital with a serious illness.

I ask you to formulate the final requirements that the casino needs to fulfill, and we will do it immediately.

Dear iWild Casino,

Thank you for your response, we hope that your compliance manager will be fine.

Returning to my previous question, the condition of maximum withdrawal amount from this specific bonus was not really communicated via the terms and conditions prior to the receival of the bonus funds, as per our point of view.

I'd like to kindly suggest for the terms and conditions of such bonus to be set in clear and unmistakable way in order to avoid further misunderstandings. As for the final requirements, we'd like to suggest a payout of the player's winnings in full.

Please note, that we really appreciate your approach in this situation.

Looking forward for your reply.

Dear Guru and Player,

We have changed the conditions for this bonus, and now everything looks like you recommended.

The player was credited with 800 euros on the balance, they are available for withdrawal.

We apologize to the Guru team and player, thank you all for your patience and assistance.

Dear iWildcasino,

Thank you for informing us with some, indeed, delightful news.

Dear Ramirexxx,

As per the casino's latest reply, your issue should be resolved as of now. Could you please inform us, whether you are going to withdraw these winnings or not?

Looking forward for your reply.

Grazie Casino guru . È tutto ok. Puoi chiudere . Iwild casino ha mantenuto la promessa.

Dear Ramirexxx,

Thank you for confirmation that your issue has been solved. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.