iWild Casino - Player's withdrawal request is delayed and winnings are deducted.

Had a great win off the welcome bonus on a $30 deposit, was up to >$2000 before being knocked down to $250 maximum from win off of bonus + free spins from promo. That’s fine. Talked to live chat and made a withdrawl request for $150 as to ‘protect’ the winnings from the free spins. Won more off of the $100 remaining. Awesome. So now I have been trying for 5 days to withdraw the $750 cleared from any wagering requirements. They first denied me for proof of address (success through auto verification), then for not showing all 4 corners of the document, and the last 3 requests were cancelled for no reason… my account verification still said success afterwards. But now they emailed me to tell me they deducted $600 claiming it was won off of free spins win credit. Live chat assured me the finance department would know that the amounts were separated… if anything they should have put my balance back at $250? But that would still not be acceptable as I have followed the terms and conditions, had all of my $750 withdrawal for many days and haven’t touched it or activated any new bonuses… I have screenshots of everything that I just sent to them but they always take 24 hours or more to get a reply from the finance department. So this is a long process. They keep sending me no deposit free spin emails, but I know if I accept any of them, my winnings would no longer be withdrawable… something to look out for and I am hoping casino guru or someone can help me with this if they don’t consider my last email with the ‘evidence’….

I have 2 more screenshots I could upload where I ask "okay… so the system will just know $150/$250 I withdraw is from the bonus… or do I need to do some sort of special selection?" Replied by "financial department considers all requests for withdrawal separately, they will definitely see that it is a withdrawal from the bonus, there should be no problems."

I’ve got a problem and it sucks because this was one of the highest rated casinos.

Dear Snowberry,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask a few questions to better understand your situation:

• Did you successfully fulfill the wagering requirements for the 250% match bonus, and if so, how much did you win from it?
• After completing the wagering requirements for the deposit bonus, did you proceed to play with the free spins? How much exactly did you win from the free spins?
• When were your winnings capped at $250? Was it after you completed wagering the deposit bonus or after playing with the free spins?

I hope we can assist you in resolving this matter promptly. Thank you in advance for your reply.

Best regards,

Veronika