iWild Casino - Player’s winnings have been substantially reduced.

Okay, so here's the situation from the beginning:

1.I received 214 PLN for casino coins and I had to wager it 50 times. I managed to do that and finished with around 2000 PLN.

2.A message popped up saying that the maximum amount I could receive after wagering was x5, which left me with 1070 PLN in my account. (It didn't mention that I could only withdraw; it even stated that I had completed the wagering and the 1070 was MINE.)

3.I checked my account profile to see if this money was in the "real balance," and it was. After a short thought, I decided to keep playing because, in principle, it wasn't a satisfying amount.

4.From this 1070 PLN, I made 5100 PLN, and then I decided to withdraw, as they had already deducted 930 PLN. So, I made three withdrawals of 1700 PLN each (equivalent to 3x400 euros).

5.In the morning, I received an email stating that the amount I could withdraw was only 1070 PLN, which is such nonsense that I don't know who came up with it. Why didn't any information pop up after completing the wagering that I couldn't play further?

What if I lost the 1070 PLN? Would the casino refund my money? Of course not.

Is this a fair practice? Considering that the money I wagered can only be lost? Is it fair that there is no information popping up stating that I can withdraw the money?

Honesty cannot be called the practice of not notifying me that I can only lose.

It's also not honest that the advertisement on "Guru Casino" indicates that the site is in Polish, but the translation of its regulations is not entirely appropriate.

I previously wrote to customer service asking if I could play with the bonus after wagering, and I got a reply that, of course, I could. But I didn't receive any message stating that I could only lose because if I win, they will still take the funds that are in the "real deposit."

What if I am a casino player who only deposits through cryptocurrencies? Then I would receive 20 PLN for casino coins, and for withdrawal, I would have 100 PLN, but the minimum withdrawal by cryptocurrency is 250 PLN.

I would like to recover the lost funds, which in this case amount to 4030 PLN. I also want to add that I contacted the casino, but they completely ignored my issue. I contacted the customer service department, which also doesn't care. I am a customer from Poland with poor English.

On the screenshot attached, you can see that the funds were in the real deposit.

Dear savrin94,

Thank you very much for submitting your complaint.

I'm sorry to hear about the frustrating experience you've had with your recent dealings at the casino. Your detailed explanation has shed light on several key points, but I would like to gather some additional information to better understand the situation and assist you effectively.

• You mentioned receiving conflicting messages regarding the amount available for withdrawal after completing the wagering requirements. Could you provide your full game history, please? My email address is petronela.k@casino.guru.

Additionally, could you share any communication you've had with the casino or its customer service department regarding this issue? This would help us assess their response and determine the next steps in resolving your complaint.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Unfortunately, I can't send the full game history because, of course, it's not complete on the casino. But even in the earlier screenshot I provided, you can see that the funds are on "real balance," so why were they confiscated?

Secondly, if there was information stating that I had to withdraw or lose the bonus, then I would have withdrawn and not continued playing.

It seems quite logical to me.

The casino is not responding to my emails, and on chat, they keep redirecting me to write to support...

Hello, new information has surfaced. After I submitted a complaint here and you asked for evidence in the form of my gaming history, my account was blocked by what they call "gambling disability," as explained on the website in Polish. 

I want to add that I haven't played since they confiscated 4030 PLN from me. Probably if I had continued depositing, there wouldn't have been a problem. 

Thank you very much, savrin94, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello savrin94,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite iWild Casino to join the conversation.

Dear iWild Casino,

Can you please provide us with more information on why the player's winnings were confiscated? If the player has finished wagering on the previous bonus, the winnings from that bonus were already capped, and the remaining funds were in the player's real money balance, so the bonus conditions should not be applied anymore.

Dear Casino Guru and sarin94

After a thorough review of the game's history, we have decided to change our decision.

We have therefore decided to restore the amount of 4030.9PLN to the player's account balance.

This decision ensures the fairness and transparency of our operations, reflecting our commitment to provide a positive gaming experience.

In addition, we confirm the player's right to exercise their right to request a withdrawal, giving them full access to manage their account.

Respectfully,

iWild Casino Representative

Dear savrin94,

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.

Dear Casino Guru,

We would like to confirm that the player has been successfully credited with 4,030 zł and has already completed a withdrawal.

We express our gratitude to everyone involved in the process for their commendable transparency.

Respectfully,

iWild Casino Representative

Thank you for your response, iWild Casino.

Dear savrin94,

As per the iWild Casino response you have received the withdrawal. Can we consider your complaint resolved, or do you require our assistance with anything else?

Dear savrin94,

While it appears that the matter has been resolved with the withdrawal of 4,030 zł, we haven't received any additional correspondence from you to confirm this or to indicate if further assistance is required we are, unfortunately, forced to close this complaint as rejected. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru