The player from Italy had faced withdrawal issues with an online casino after winning a significant amount. The casino had asserted that the maximum withdrawal from the bonus balance was capped at €1,185, which overrode the player's total winnings of €10,600. The player's previous withdrawals had been cancelled, and their balance had been reset to €1,185. The player had argued that the casino had capped his winnings twice, once after meeting the bonus wagering requirements and again after it was converted to real money. The casino had initially defended their actions based on their bonus withdrawal rules. However, after discussions with the Complaints Team, the casino had agreed to return €9,425 to the player's balance, which was immediately available for withdrawal. The player had accepted this solution, marking the issue as resolved.
iWild Casino - Player's winnings were reduced by the casino.
Amount: £10,611
iWild Casino
Safety Index:HighCase closed
RESOLVED
Case summary
hi, I played in this casino and besides the withdrawal times and the reduced sum, we are talking about €400 every 5 days, a big problem happened to me. I bought a bonus balance with 1000 coins and I received €237, to transform them into real balance I had to make a 50X reversal, playing and winning I made the reversal and the last round had €2400 and so far so good. done the last round, the money has become 1185 because according to the terms of the casino you can withdraw a maximum of 5 times the amount of the transformed bonus. now having transformed the bonus balance into real balance and therefore starting from 1185€ I get to win about 10600€. I make three withdrawals of €400 and leave the rest in my account because I can't withdraw more. the next morning I find the withdrawals cancelled, and my balance at 1185€. I contact the chat and they keep telling me that once the bonus balance has been transformed, the maximum withdrawable is €1185. help me please. I played from Italy.
Dear myrteza96,
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 accumulated your winnings from a free bonus entirely? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.
Furthermore, would you kindly specify whether you are a resident of Italy or the United Kingdom?
If there’s any relevant communication, please forward it along with your game history 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
I bought the bonus credit with a casino coin that is given for every €100 deposit or replay. The total amount of the bonus was €275, I am a resident of Italy. I played the bonus and made the reversal of 50x once the reversal was over I was credited with €1185 of real balance with which I played and won the rest of the money.
I can't see the complete history, they deleted it, I'll send you the screens where you see the time jumps and the lack of money.
Thank you, myrteza96, for your reply and forwarded email. I have checked the general bonus terms and conditions and this is what I found (here):
Bonus terms
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).
If my understanding is accurate, you obtained a loyalty-free bonus totaling €237. Per the standard bonus regulations, profits derived from this promotional deal are subject to a maximum withdrawal cap of 5 times the granted bonus amount. This would equate to €1,185 (5 multiplied by 237). Nevertheless, it appears that your winnings were capped after fulfilling the bonus wagering requirements, then converted into a real money balance, and subsequently capped once more. Is that correct?
PS: Could you please change your country of residence inside your Casino.Guru profile to Italy?
Yes, that's exactly what happened, I've tried several times to contact the chat but I can't solve the problem, maybe I can't explain myself well or it's them who don't want to understand.
Ps I certainly do it now.
Thank you very much, myrteza96, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi myrteza96,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite iWild Casino to the conversation to participate in the resolution of this complaint.
Dear Guru,
Can you please specify your questions for us?
So far everything looks fair, the client took advantage of the bonus from the store - €237, and released €1185. As your colleague noted, the maximum withdrawal amount from the bonus is x5 of the bonus amount, that is - €1185. These are the funds that were left in the client’s account after all the corrections.
Hi, my winnings were capped after meeting the bonus wagering requirements, then converted to a real money balance and then capped again.
Reading the terms of service it doesn't say that I can't do it so I don't understand why my funds were limited the second time too.
Hi all,
Thank you for your replies.
Dear iWild Casino team,
Why were the player's winnings capped twice?
Dear Guru,
Because the rules of our casino state that the maximum withdrawal from a bonus is x5 of the amount of this bonus. The client made a withdrawal request for an amount greater than x5 of the bonus amount, after which his balance was debited to the correct amount that is allowed for withdrawal.
I completely understand that the rules say the maximum you can withdraw.
The problem here is that if the casino cuts the winnings and converts the money into a real balance after the bet is completed, I the player felt that the bonus has been converted and the money is now real money without the need to withdraw .
I ask, did you let me know that I needed to withdraw this money after you converted it to a real balance? Email, pop-up message or something?
The bonus would be capped and converted into real money in an ideal world. And this is all. This is how it works in many online casinos; However, many also use the rule with the word: retreat instead of winning.
Dear iWild Casino team,
We are convinced that as soon as the bonus was wagered, the bonus money was converted to real money, and the max win cap was applied while no bonus rules were breached, the player should get paid in full. Where does it say that the player must make a withdrawal in order to turn his real money balance into real money?
Dear Guru,
The terms of the bonuses state that the maximum withdrawal from a received (and released) bonus is x5 of the amount of the bonus received. Clause 1.2 on the Bonus terms page:
https://iwildcasino.com/en/page/bonus-terms
I believe it's clear what is stated in the casino's T&Cs, the issue is what's not stated and how the rules are applied. The player should get paid in full, otherwise, I'm afraid, the complaint will become unresolved.
Dear Guru,
We are unclear about your position.
What could be more clear than the statement that the maximum withdrawal when using a bonus is equal to x5 of the amount of this bonus? The client creates withdrawal requests for an amount greater than allowed, after which the financial department debits funds from the balance, up to the amount that is available for withdrawal. This amount is fixed and does not depend on subsequent deposits, there will be no restrictions on winnings from subsequent deposits.
I don't understand what deposits have to do with it. I don't understand if they pretend not to understand or make fun of us.
PS It's not possible that they always respond 10 hours before the deadline.
Dear iWild Casino team,
It is perfectly OK to apply max withdrawal on the bonus, however, once the bonus is turned into real money, no bonus conditions should apply. Please explain what makes the real money balance actual real money the players can use to play games? Do the players have to make a withdrawal? If so, why isn't this stated in the bonus conditions? Any person using logic would assume that once the wagering of a bonus is finished, the max cashout/withdrawal limit was applied and the bonus money was turned into real money, it actually is real money. The player should get paid the full amount of their winnings, otherwise, I'm afraid this complaint will be closed as unresolved.
Dear Guru,
We have great respect for your site, so we agree with your decision.
We would like to highlight the following point:
On our part, we were allowed to withdraw 1185 EUR.
The client raised his balance to 10,610 EUR.
After which we withdrew 9,425 EUR from his balance.
There was no limit on the withdrawal of 1185 EUR, but the client lost it.
Based on this, we propose to return to the client’s balance the 9,425 EUR that we withdrew. They will be immediately available for withdrawal.
If all parties agree, please let us know and we will begin charging funds.
Can I withdraw everything or just €1200 at a time?
Thank you iWild Casino team for reconsidering. myrteza96 agreed with your solution.
Dear myrteza96,
Can we consider the issue to be resolved?
Absolutely yes, thank you for everything casino guru team.
And thanks also to the iwild casino team, I am waiting for the credit to proceed with the withdrawal 👍
Dear myrteza96,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
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