HomeComplaintsiWild Casino - Player’s winnings repeatedly deducted by bonus criteria.

iWild Casino - Player’s winnings repeatedly deducted by bonus criteria.

Amount: €800

iWild Casino
Safety Index:Very high
Submitted: 11 Jun 2024 | Resolved : 22 Jul 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 months ago

The player from Portugal had won 650 euros at Iwild Casino with a bonus and had 124 euros left after the excess bonus amount was deducted. Upon winning 800 euros and attempting another withdrawal, the casino deducted nearly the entire amount again, citing bonus criteria. After the Complaints Team intervened and communicated with the casino, the casino reviewed the game's history and restored 675.6 euros to the player's account. The player chose to cancel his account due to restrictions and limitations but expressed gratitude for the Complaints Team's assistance. The issue was marked as resolved.

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5 months ago
Translation

Good morning, at Iwild Casino, I reached an amount of 650 euros while playing with a bonus. When I made a withdrawal, they deducted the excess bonus amount, leaving me with 124 euros. After everything was regularized, I had that clear balance. I played and reached an amount of 800 euros. I made a withdrawal of that amount, and once again, they said it was not possible because I was playing with a bonus, and they deducted almost the entire 800 euros, leaving me with 124 euros once again. They claimed it was due to the bonus criteria, even though this had already been applied during my first withdrawal.

Automatic translation:
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5 months ago

Dear telmomvmp,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Have you received any notification when the wagering of the bonus you activated and played was complete?
  • Do I understand correctly your winnings were capped twice, first after completing wagering of the bonus, and then after playing more with the leftover balance?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Edited by a Casino Guru admin
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5 months ago
Translation

Hi Tomas,


First of all, thank you for the quick response.


I spoke to them and they replied that I would only be able to withdraw the 124 euros, regardless of my winnings, because that is what was stipulated in the bonus, it was the excess of the winnings that they would withdraw from me, until I made another deposit without a bonus. Yes, I was continuing to play with the 124 euros that they put on my balance after withdrawal, which value was always related to the bonus.

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5 months ago

Thank you very much, telmomvmp, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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5 months ago

Hello, telmomvmp!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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5 months ago
Translation

Thank you Pavel!

Automatic translation:
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5 months ago

Dear Casino Guru and telmomvmp!


We appreciate your patience and understanding regarding this issue.


We need more time to investigate the issue.


Please be assured, we are working diligently on this and will update you as soon as possible.


Best regards,


iWild Casino

Edited
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4 months ago

iWild Casino, hello! Has there been any update?

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4 months ago

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.

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4 months ago

Dear Casino Guru and telmomvmp


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 €675.6 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.


Respectfully,

iWild Casino Representative

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4 months ago

We are extending the timer for one more week because the casino team is now on conference and they cannot reply.

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4 months ago

Thank you, iWild Casino Representative!


telmomvmp, please, let us know if you will withdraw your funds or continue playing with them.

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4 months ago
Translation

Good morning, I have already canceled the account, too many restrictions/limitations for the player.


Thanks in advance to you, Casino Guru, for your promptness in resolving this situation/clarification.


Really all of you, from administrators to users, have been excellent in responding and clarifying my situation, however simple. I feel safe because of you when I want to check casinos because I know you are excellent at what you do.


Thank you for everything and keep up the excellent work!!!!



Automatic translation:
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4 months ago

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, telmomvmp, 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,


Pavel K


Casino.Guru

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