The player from Italy had his winnings from the bonus capped. After a closer examination, we ended up rejecting this complaint as unjustified.
iWild Casino - Player’s winnings have been reduced.
Amount: NZ$2,200
iWild Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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1 year ago
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REDUCED ABOUT NZD 1,900.00 AFTER COMPLETING THE WAGERING PROVIDED DESPITE IN OTHER ALTACORE NV CASINOS THIS CONSTRAINT IS NON-EXISTENT (SEE FOR EXAMPLE WIN LEGENDS, STELARIO, COSMIC ETC...). THIS LIMIT SHOULD APPLY TO ALL CASINOS MANAGED BY ALTACORE NV AND NOT ONLY TO SOME. ALSO IF I CHECK THE PLAY HISTORY I DON'T FIND THOSE RELATED TO THE PERIOD WHEN I PLAYED AND WON.
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1 year ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
Bonus terms
1. Withdrawals of winnings from welcome bonuses given without deposit are limited to: €50 / C$75 / A$75 / NZ$ 80 / 200 zł / R$250 / ₽3000 / ¥7000 / 350 DKK / 500 NOK .
1.1. Maximum possible withdrawal amount from the no deposit bonus: €100 / C$150 / A$150 / NZ$ 160 / 400 zł / R$500 / ₽6000 / ¥14000 / 700 DKK / 1000 NOK .
1.2. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).
1.3. 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 https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider 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.
Could you please advise which exact bonus you have activated and played? How much was the awarded bonus amount? Have you received any winnings, please?
Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
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I activated the 50% weekend deposit bonus. I would like to underline that on the other casinos where I deposit and play, managed by the same Altacore NV company on the same platform (Winstoria, Win Legends and Stelario etc...) this constraint of 5 times the bonus received only concerns no deposit bonuses. This constraint should then be present on all the other Altacore NV casinos while this is not the case, therefore I consider it rather unfair and unfair to apply it exclusively on this casino considering above all that one rarely wins (out of over 15 consecutive deposits I won only once and so also in another of their casinos ) and at the same time there are maximum bet limits and a wagering to be respected. This essentially means placing the player who already starts out as a loser in 90% of cases in a situation of clear disadvantage, thus artificially increasing the percentage of risk of his own losses in defiance of fairplay. I ALSO REITERATE AS IN THE TERMS AND CONDITIONS OF WINSTORIA, WIN LEGENDS, STELARIO AND OTHERS PROPERTY OF THE SAME ALTACORE NV SUCH A LIMITATION IS ABSOLUTELY NOT PRESENT, THEREFORE I BELIEVE THAT IT IS VERY INCORRECT AND ILLEGITIMATE TO APPLY IT ONLY TO A CASINO (IWILD) SINCE THAT ON OTHER SIMILAR CASINOS, (ONLY THE NAME CHANGES) OPERATING ON THE SAME PLATFORM, YOU CAN INSTEAD QUIETLY PLAY WITH A DEPOSIT BONUS WITHOUT HAVING LIMITED YOUR WINNINGS IN SO SMALL AND UNFAIR.
I ATTACH THE TERMS AND CONDITIONS OF THE OTHER CASINOS MENTIONED WHERE IT APPEARS THAT THERE IS NO LIMITATION ON THE BONUSES ISSUED WITH THE DEPOSIT. THIS LIMITATION APPLIES ONLY TO NO DEPOSIT BONUSES (POINT 1.1 OF THE T&C), ITEMS 1.2 AND 1.3 DO NOT EXIST!
https://winlegends5.com/en/page/bonus-terms
https://winstoria.com/en/page/bonus-terms
https://stelario.com/en/page/bonus-terms
FURTHERMORE, WHAT'S MORE SERIOUS HOWEVER I CAN'T SEE THE CHRONOLOGY OF THE LAST BETS CARRIED OUT, STRANGELY IT STOPPED SHORTLY AFTER THE DEPOSIT, ALL THE BETS INCLUDING THE WINNING THOSE WHERE THE BALANCE IS SHOWN AND THE CURRENT AMOUNT ARE NOT AVAILABLE AND THEREFORE NOT REGISTERED:
Great pandas
03/12/2023 11:02:37
ID1145771612 Real Balance NZ$ 132 Bonus Balance NZ$ 67 loss NZ$ 2
Great pandas
03/12/2023 11:02:37
ID1145771613 Real Balance NZ$ 133.2 Bonus Balance NZ$ 67 Wins 1.2 NZ$
Big pandas
03/12/2023 11:02:42
ID1145771736 Real Balance NZ$ 131.2 Bonus Balance NZ$ 67 loss 2 NZ$
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1 year ago
I would be tempted to say I understand your point of view if I didn't know that you are an experienced player. You know very well that if casinos are connected in any way by their owner or license or any other relationship imaginable, it doesn't mean that their terms and conditions will be the same.
Therefore, if you received your legitimate winnings, I'm afraid there's not much we can do for you. Please let me know how much was the awarded bonus amount and if you received any winnings at all. Thank you in advance, Nemokid.
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1 year ago
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The casinos are all owned and operated by Altacore NV! Gaming contracts should mirror each other otherwise these casinos lose credibility as well as pursuing an unfair profit! Here we are talking about fairplay or applying a general rule valid for all casinos of the same ownership which places the player in the same basic conditions (loser in 90% of cases)! Reading your reviews, it can be inferred that if I play for example on Winstoria, Winlegends, Icebet or Stelario I have no limitations on the winnings generated by the bonuses but I almost never collect them, while if I play on Iwild and Snatch Casino I have these unjust limitations but I collect them! But do you think a speech like this is regular?! THE CALUSOLA IMPOSED IN THE TWO CASINOS IS CLEARLY VESSATORY AND I REPEAT GOES AGAINST FAIRPLAY (UNJUST PROFIT), THE REVIEWS DO NOT REFLECT THE GOODNESS OF SUCH CASINOS.
Anyway, answering you:
- I have not received any winnings, my withdrawal of only NZD 335.00 has been pending for several days without any reason (withdrawal via Mifinity);
- the last 500 movements made with the relative balances are not present in the History, this chronological is stopped shortly after the deposit and I am not able to verify what happened at an accounting level in the same (this is a serious thing);
- I asked in chat to update this history which has been stopped for over 3 days but they hesitate and tell me that it is already updated, which is not true as my total balance before the conversion was 2,200.00 NZD and the last bets made were at 7.5 NZD limit on another slot as demonstrated in the attachment (what I can see is only the initial plays before the big wins and the conversion made with a deduction of about 1,900.00 NZD):
Does it seem normal to you that I can't see the last 500 movements in the history, verifying what happened? This history is still after my complaint to the first bets made after the deposit, the big winnings are missing with the relative balances and the conversion of the bonus carried out is fundamental!
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1 year ago
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I sent a payment reminder regarding the requested withdrawal on the 13th of this month, this is their embarrassing response after depositing over 15 times and passing the KYC in 2022:
I reiterate how the gaming account was verified in November 2022 through their Sumsub application after sending my CIE (front/back), the residence certificate issued by the Italian Ministry of the Interior and the selfie ID directly to the Finance Department ( kyc@iwildcasino.com )!! Below is the response sent to Customer Support complete with an account verification screen:
I just clarified the situation, the Finance Department allegedly sent me an email on the 13th of this month but I can't find it anywhere (including spam)! They ask for the Mifinity screens and again for a new proof of residence (it's not that I change residence every 4 months eh!) After 10 deposits made without any request from them.
REFLECTION
AND THIS WOULD BE AN HONEST AND SERIOUS CASINO WHERE YOU CAN PLAY QUIETLY WITH AN 8 REVIEW WHEN IT'S WORTH 5?! ALSO WHY THEY DON'T UPDATE THE HISTORY ON MY LAST PLAYS WHERE THE CONVERSION IMPLEMENTED ON MY TOTAL BALANCE IS ALSO PRESENT, DO THEY HAVE SOMETHING TO HIDE? WHY DO THEY NOT MAKE IT VISIBLE?
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1 year ago
Thank you, Nemokid, for your reply. I can see that you requested the withdrawal on the 13th of March. Therefore, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 year ago
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After numerous reminders to update my game history as of today nothing has changed. I deposited on the 12th of March at 00:50
I played until 13:00 requesting a first withdrawal of the remaining balance amount of NZD 341.00 after the deduction of NZD 1,900.00 (the balance was approximately NZD 2,200.00)
They later reversed the first withdrawal to make me request another one for a smaller amount. To understand what had happened given the anomalous movements, I went to the play history where the real and bonus balance is visible but this history was and is stopped on March 12 at the first bets made or until 11:02. Where did the subsequent movements end up where I reached the balance of 2,200.00 NZD and where is the reduction of 1,900.00 NZD? Please want to post them publicly.
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1 year ago
Dear Nemokid,
Could you please advise how much was the rewarded bonus amount? I understood that you activated 50% bonus, but please clarify how much was the amount?
3. 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.
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1 year ago
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I deposited 134 NZD and received the 50% bonus equal to 67 NZD.
The point is that I want to see the latest movements made with the related bets and balances and this is my right, why not update my gaming account history with the reverse change made where there are also big winnings? Do they have something to hide?
I REQUESTED THESE LATEST MOVEMENTS THROUGH EMAIL BUT THEY TURN DOWN AND THE HISTORY IS ALWAYS STOPPED AT THE FIRST PLAYS MADE AFTER THE DEPOSIT (12 MARCH AT 11:02) BUT NOT AT THE LAST WHERE THE BIG WINNINGS AND THE DEDUCTION OF ABOUT 1,900 ARE PRESENT ,00 NZD (12 MARCH 1:23 PM)!
I publicly ask that the casino send the accounting history of the actual last 500 games with the related balances where the aforementioned data are present as it should regularly happen.
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1 year ago
Thank you, Nemokid, for your reply. If the rewarded bonus was $67 then the maximum cashout should be $335. I can see from the forwarded screenshots that the withdrawal of this amount has been processed. Have you received your winnings, please?
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1 year ago
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They have already been attached but I want to see the updated history with the reverse change of the bonus with NZD 1,900.00 deducted from my gaming account and the previous winning bets. I repeat that the history must be updated with the last actual movements made with the related real balances and bonuses. Why are they not made visible, is there something to hide by any chance?
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1 year ago
I apologize if I am misunderstanding, but are you asking to view the exceeded amount of your completed bonus on your game history? Please note that the exceeded amount has been canceled, so there is no reason for it to be visible.
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1 year ago
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I want to see all the bets made after 11:02:37 on 12/03/2023, i.e. the winnings achieved and the related real and bonus balances. What I can see today are the previous 500 single win spins of NZD 108.00 and NZD 58.00. Where are the last one of 696.00 NZD and the others?
At an accounting level they must be present and not hidden as they did! I asked to send me the last 500 games made after that date but they turn a deaf ear. They replied that they had to update in a few days, months have passed and nothing has changed. The last bets made were NZD 7.50 and certainly not NZD 2.00 on the Queen of The Sun slot!!
IN SUBSTANCE THEY HAVE PURPOSELY BLOCKED THE HISTORICAL DATE PRIOR TO THE BIG WINNERS EVEN EVEN AS PER THE SCREENSHOT I ATTACH, CLEARLY THEY HAVE SOMETHING TO HIDE!
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1 year ago
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IN SUBSTANCE THEY HAVE PURPOSELY BLOCKED THE HISTORICAL DATE PRIOR TO THE BIG WINNERS EVEN EVEN AS PER THE SCREENSHOT I ATTACH, CLEARLY THEY HAVE SOMETHING TO HIDE!
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1 year ago
Our progress with this case seems to have stalled. Could you kindly inform us whether you have received the $335 winnings? Thank you.
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1 year ago
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The winnings have been paid but it is my right to be able to see the last 500 actual plays made at this casino with the relative real and bonus amounts. In essence, I want to see all the bets made after 11:02:37 on 03/12/2023, i.e. the winnings achieved and the related real and bonus balances. What I can see today are the previous 500 single win spins of NZD 108.00 and NZD 58.00. Where have all the big wins from stakes set at NZD 7.5 gone? How come the casino does not update these data which have been stuck for months now with a much older history? This lack of transparency amazes me and makes me think that there is something to hide in this regard, otherwise they would have updated the history for some time without apologies!
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1 year ago
Dear iWildcasino Team,
Could you please forward the game history to the player or to me at petronela.k@casino.guru? Even if the win has been paid, the player wishes to see the gameplay. Thank you very much in advance for your assistance.
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11 months ago
Perfect. Thank you very much, iWildcasino Team, for your assistance.
Dear Nemokid,
Is there anything else we could try to help you with or do I have your permission to close the complaint? Looking forward to hearing from you.
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11 months ago
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The binary file sent is unreadable. Please send it in pdf or similar format.
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11 months ago
I experienced the same issue with the file and contacted the casino already.
Dear iWildcasino,
Could you please send the file in another format? Thank you in advance.
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11 months ago
Perfect. Thank you, iWildcasino Team, for providing the player's game history.
Dear Nemokid,
Is it all fine now?
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11 months ago
Dear Nemokid,
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.
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11 months ago
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Below are the initial and final amounts where the won sum of NZD 1,878.00 was deducted:
Initial stage
Final balance
In any case, I believe it is incorrect for Altacore NV to apply different conditions for each of its individual casinos as the rule on bonuses should be general and attributable to the fundamental principle of FAIR PLAY. In fact, on the latest new casinos the withdrawal limit, limited to only 5 times the deposit, is applied exclusively to no deposit bonuses and free spins or where there is no initial deposit by the player (see the new casinos Winsotria, Win Legends, Smokace etc...).
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11 months ago
I understand your point of view. However, we explained already that not all the bonus rules across one casino brand have to be the same.
Is there anything else we could try to help you with?
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10 months ago
Dear Nemokid,
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.
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10 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.
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