The player from Austria faced issues with withdrawing winnings after receiving only €400 per day from a total of €2800. Despite inquiries about the payment process, he received no detailed explanations, and attempts to withdraw via Bitcoin were canceled without reason. The Complaints Team extended the inquiry period to allow the player to respond, but ultimately, the complaint was rejected due to a lack of communication from the player.
iWild Casino - Player's withdrawal is delayed and lacking explanation.
Amount: €1,600
iWild Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Good morning, I won a significant amount of money at the above-mentioned casino the weekend before last.
Instead of receiving €1200 per day, I was only paid €400 per day until Wednesday via bank transfer from the total winnings of €2800.
I asked in the chat whether the payout was dependent on VIP status, and this was denied.
Last Friday, I asked again why no further payments were being made and why the amount was so low.
The response was "being processed"....
There has been no response to emails sent to support or the finance department. No feedback whatsoever.
I also tried to withdraw the whole amount via Bitcoin, but the withdrawals were shortly thereafter canceled without any explanation.
I find it quite outrageous that no detailed explanations are given to justify the reduction in payout or why the payout is not being continued.
I hope the Guru Team can assist me with this. Thank you.
Automatic translation:
Public
Public
3 months ago
Dear Filler81,
Thank you for submitting your complaint. I am genuinely sorry to hear about the issues you are experiencing with iWild Casino.
Before we proceed further, I would appreciate if you could provide some additional information to better understand your situation:
- Could you please specify the exact date when your account was fully verified?
- Were your winnings accumulated using real money, or were they earned through a bonus?
- Have you been able to withdraw your balance in larger installments in the past?
- How much of the withdrawal amount have you received so far?
Your responses will help us in addressing your concerns more effectively.
Thank you for your cooperation, and I look forward to your reply.
Best regards,
Nick
Public
Public
3 months ago
Translation
Naturally
1.Can you please provide the exact date when your account was fully verified?
Was verified once sometime in 2022 and again the weekend before last 5-9.9.2024
2.Were your winnings made with real money or through a bonus?
I only play with real money without a bonus. So yes everything RAW
3.Have you been able to withdraw your balance in larger instalments in the past?
As already mentioned, 1200€ was requested last week and 1600€ were still in the account because only 3 withdrawals can be requested at the same time.
I previously wrote to support and said that 1200€ is to be paid out daily.
Of the 1200, however, only 400€ were transferred daily up to and including Wednesday of last week (1200€).
When 400€ was paid out, I immediately requested another 400€, which meant that 1200€ was always on hold.
4.How much of the payout amount have you received so far?
A total of €2800 was planned to be paid out and €1200 of €400 each were transferred last week until Wednesday, after that, despite the application, nothing more
1200€ are currently still being processed and 400€ are in the account.
Other payment method via Bitcoin crypto was canceled without notice.
Edited
Automatic translation:
Public
Public
2 months ago
Dear Filler81,
I have reviewed the casino's terms and conditions, and based on the information provided, it appears that your withdrawals are being processed in accordance with their policies. As seen in the attached screenshot, you are permitted to request €1,200 per day in installments of €400:
However, the terms do not specify the speed or exact timing of when these withdrawals will be processed, only the conditions under which they can be requested.
Please let me know if there is anything else I can assist you with.
Best regards,
Nick
