The player from Germany was unable to withdraw his earnings from The Wild Dice Casino despite having been fully verified. Although he had made multiple deposits of 20 Euros each, the casino had restricted his withdrawal to 200 Euros based on a single 20 Euro deposit. The player hadn't activated any promotional offer. Upon reviewing the casino's terms and conditions, it was discovered that the casino had imposed a win limit on a player's real money winnings tied to their lifetime deposit amount. The player had been able to withdraw 200 Euros twice but had requested to close his account after being unable to withdraw his full winnings. The casino later revised its withdrawal rule to allow players to withdraw up to 10 times their total lifetime deposits. However, the player was dissatisfied as this rule change did not benefit him. After intervention by the Complaints Team, the casino had offered the player 400 Euros in compensation, which he accepted. The player had confirmed receipt of the payout, and the issue had been resolved.
Wild Dice Casino - Player facing withdrawal restrictions.
Amount: €700
Wild Dice Casino
Safety Index:LowCase closed
RESOLVED
Case summary
Hello Casino Guru.
I'm referring to THE WILD DICE CASINO. It doesn't exist in your records, so I had to list another one.
I've been trying to withdraw my money for several weeks. I'm fully verified, and all my documents are submitted.
I made several deposits of 20 Euros each, sometimes one after another. When I tried to withdraw, they only allowed me 200 Euros citing I'd deposited only 20.
1. This is incorrect, as I'd deposited multiple amounts of 20 Euros.
2. Regardless, it should not matter.
I can't make any progress. The live chat is horrendous and the email support does not respond.
Dear Klaus91,
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.
- Could you please advise if you activated any promotional offer when placing your last deposit?
- Please specify the exact URL of the casino website.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
No I haven't. Everything was won without a bonus.
https://www.wilddicecasino-play.com/de
Hi Klaus91,
I have checked the terms and conditions and this is what I found (here):
6.12. Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the amount of their last deposit, minus any fees. For example, a player whose last deposit was €20 is only entitled to withdraw a maximum of 20 x 10 = €200.
I completely agree that imposing a win limit on a player's real money winnings tied to their lifetime deposit amount is highly unfair.
- Could you please forward any relevant communication to petronela.k@casino.guru?
In the meantime, we will review the casino, include it in our database, and subsequently reassign the complaint to the correct casino.
Thank you.
Dear Klaus91,
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.
The original author of this post is the Wild.io Casino Team.
Dear audience,
Wild.io is not affiliated with Wild Dice Casino in any way. We kindly request this complaint to be removed from our casino thread.
Thank you for your time.
Kind Regards,
The Wild.io Team
The complaint was initially submitted under the wrong casino but was subsequently switched to the correct one.
Hi Klaus91,
Could you please forward any relevant communication before we contact the casino directly? My email address is petronela.k@casino.guru.
Thank you.
I have received the transfer. However, you would have to make a deposit again first.
I wrote to your colleague several days ago.
Hi Klaus91,
Could you please forward any relevant communication before we contact the casino directly? My email address is petronela.k@casino.guru. To this day, I haven't received anything from you.
Thank you.
Hello Petronela
Here. I sent this to you on January 4th.
Thank you very much, Klaus91, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.
Dear Klaus91,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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.
Dear Player, We would like to resolve this issue and help you. We need you to provide your data so as we could find you in our system. You can either email us or visit live chat or send me here your bet account ID (5 digits) and we will be happy to look into the matter and help you.
I don't have a betting account ID.
I can send you my email address that I used to register.
LG
Hello again,
Their live chat said they would call me tomorrow at 11:30am. Then I'll wait.
Dear Casino Guru,
We did have a rule
6.12. Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the amount of their last deposit, minus any fees. For example, a player whose last deposit was €20 is only entitled to withdraw a maximum of 20 x 10 = €200.
Despite the fact that the player cannot withdraw all the money at once. They remain on the balance and after the next deposit and bets he can withdraw more.
And the moment of withdrawal player's last deposit was €20.
As far as we see player successfully withdrew 2 times €200 and to our regret asked to close his account.
We also reviewed the rules and now changed this rule to
6.12. Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the total amount of their lifetime deposits, minus any fees. For example, a player whose total lifetime deposits are €20 is only entitled to withdraw a maximum of 20 x 10 = €200.
So next time our players would not have such issues.
kind regards,
Wild Dice Casino
And I'm left with my money's worth? That's not fair. Now they've changed the rules for the others and I have the problem.
That's not fair.
That's absolutely not fair. Now you just change the rules. But I have to bear the costs. That's absolutely not fair.
Just because I complain change it. That's unfair.
That's not fair.
I don't agree with that.
Dear Klaus,
Be so kind to share the problem you are facing right now and we will gladly help you.
Kind regards
I won a total of 500 euros. Only 200 of these were paid out. Then I continued playing and had a total winnings of 600 euros and again I could only pay out 200 because I deposited 20. But since I still had living expenses, I couldn't keep coming up with money to pay something out.
I had previously made many 20 euro deposits that were not taken into account.
So I spent the credit because I couldn't cash out anything anyway. So in the end I got screwed and that's not fair.
I kindly request that you provide compensation. Now they have abolished it. But only after I had the problem.
That's not fair.
The money always remains in your account and does not disappear anywhere unless you lose it or withdraw it.
We see that you were able to withdraw 01/02/24 200, then, having the opportunity, you topped up your account and withdrew another 200 on 01/13/24.
We have no rules or pressure on the player from the team, we also checked all correspondence, chats and did not find that our team encouraged you to place bets. Unfortunately, the deposit that, by your decision, was used in bets is not refundable.
If I have no chance of getting the money by making deposits over and over again, don't you think it's unfair?
That's rubbish.
Why are the terms and conditions so unfair and why have they only changed them now?
Of course no one encouraged me to deposit. But if it's in your account then you just play with it. This is psychology. And they are responsible for that too.
Dear Wild Dice Casino team.
Thank you very much for your cooperation. I apologize for the situation, but we cannot accept condition 6.12 as fair and standard in the industry. It is unjust to prevent a player from withdrawing legitimate real money winnings simply because their deposits did not reach a certain amount. Is there any possibility for you to reconsider your position, or is it final?
Dear Casino Guru,
As we already mentioned we also reviewed the rules and now changed this rule to
6.12. Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the total amount of their lifetime deposits, minus any fees. For example, a player whose total lifetime deposits are €20 is only entitled to withdraw a maximum of 20 x 10 = €200.
So next time our players would not have such issues.
Kind regards,
Wild Dice Casino
Yes, that applies to other players. Current players still have the problem. How disgusting and unfair.
You can be sure that I will write more than one negative review online and encourage everyone not to visit their casino.
Dear Player,
As far as we see you managed to withdraw your money for sure.
Not the amount I wanted to raise. And you know that too.
Dear Wild Dice Casino team,
I am sorry, but even with this modification of 6.12, the condition is still not satisfactory for us, and it is still not up to standard. Of course, it is better than the original version. However, new players who manage to win higher amounts without losing in your casino are at a disadvantage. And you are forcing them to deposit more, to be able to withdraw their winnings. And I am sure it is connected at least to some wagering requirement.
But let's focus on the case, with this new condition modification, would the player be able to withdraw the entire amount? If so, is there a possibility for appropriate compensation?
Dear Guru Team
The casino contacted me and offered me 400 euros in compensation. I think that's fair. I thank the casino and you. Without your help it wouldn't have worked. I had already lost hope.
LG
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.
Dear Guru Team,
Issue with the customer was resolved already.
Best regards
The payout was confirmed on February 21st, but I haven't registered a real account receipt yet. According to wild dice, it should be coming soon. I hope Friday at the latest.
I'll get in touch.
Yes yesterday.
Everything received. So there is money.
Thanks again to everyone involved.
Dear Klaus91,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Klaus91, 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. 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, Jozef
