iWild Casino DE - Τα κέρδη του παίκτη κατασχέθηκαν από το καζίνο.

Hello,

I am having an issue with iWildCasino. After losing thousands of Euros over time, I managed to convert accumulated points into 150€ cash.

This 150€ then became subject to a 50x wager. Meaning, I had to bet 7500€ to turn this bonus money into real cash.

After two long days, I succeeded and had approximately 1400€ in my account, which was designated as real money. I continued to play the following day and turned that into 2400€.

Now, here lies the problem.

The maximum one can withdraw per day is 1200€ in 400€ increments. So, I requested three withdrawals of 400€. The next day, I received an email from iWildCasino stating that according to §1.4, one can only payout 5x the bonus, regardless of the actual winnings. Thus, I could only withdraw 750€ (150€x5).

The rest of the money was just erased from my account...!!! So, 1650€ of winnings were simply deleted from my account, even though it was previously designated as real money. Now, when I inquire, they keep referencing the aforementioned $1.4 from the bonus, which restricts payout to only x5. In my opinion, this is a clear scam!! 1. It was advertised as real money 2. They allowed me to continue playing 3. I had to put in a wager of 7500€... 4. The bonus period had ended.

Can someone please help me recoup this money?

Hallo,

ich habe ein Problem mit iWildCasino. Nachdem ich unterm Strich viele Tausende Euro verspielt habe, habe ich mir mit angesammelten Punkten 150€ Cash gekauft/umgewandelt.

Diese 150€ waren dann Wager 50x. Also musste ich 7500€ umsetzen, um aus dem Bonusgeld Realgeld zu machen.

Nach 2 langen Tagen habe ich es geschafft und hatte ca. 1400€ auf meinem Konto. In meinem Konto auch als Realmoney deklariert. Dann habe ich weiter gespielt am nächsten Tag und daraus 2400€ gemacht.

Jetzt kommt das Problem.

Man darf max. 1200€/Tag auszahlen in 400€ Tranchen. Also habe ich 3 Auszahlungen a 400€ beantragt. Am Tag danach kommt dann eine Mail von iWildCasino, dass man von dem Bonus (laut §1.4.) nur x5 auszahlen darf. Ganz egal wie viel man damit gewinnt. Das wären bei mir also 750€ (150€x5).

Das ganze restliche Geld wurde einfach gelöscht von meinem Konto....!!! 1650€ Gewinn wurde mir also einfach vom Konto gelöscht, obwohl dieses vorher als Realmoney im Account war. Jetzt wurde auf Nachfrage immer wieder auf den oben genannten $1.4 vom Bonus hingewiesen, dass man nur x5 auszahlen kann. In meinen Augen ist das klarer Betrug!! 1. Es wird als Realmoney ausgeschrieben 2. Man kann weiter spielen 3. ich musste ja auch 7500€ umsetzen... 4. der Bonus war beendet

Kann mir bitte jemand helfen, dass Geld wieder zurück zu holen?

Hello Nilsg1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with iWild Casino DE . Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was your balance converted from bonus balance to real money balance after you finished the wagering? Was the balance reduced to 750€ (as maximum you could withdraw from the bonus) after the wagering was finished? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

yes, my account has been verified for a long time. Since August 17, 2023.

Exactly, the bonus money was converted into real money credit (see picture) at exactly 01:06:09 on 11/25/23.

I then increased this to €2400 as I said.

No, I had €2400 on it and wanted to pay it out. Only then did the email come that the money would be deleted from the account and I would only have the €750 left (see picture).

Thanks & LG,

Nils

Hallo Nick,

ja mein Konto ist schon lange verifiziert. Seit dem 17.08.2023.

Genau, das Bonusgeld wurde in Echtgeldguthaben umgewandelt (siehe Bild) um genau 01:06:09 am 25.11.23.

Dieses habe ich dann auf wie gesagt 2400€ hochgespielt.

Nein, ich hatte 2400€ drauf und wollte auszahlen. Erst dann kam die Mail das das Geld vom Konto gelöscht wird und mir nur die 750€ bleiben (siehe Bild).

Danke & LG,

Nils

Hello Nilsg1,

As long as the wagering was finished, it should either convert your balance to the maximum allowed limit or do not convert it to bonus money otherwise we believe the player has no way to know that his balance still has active bonus conditions. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Nilsg1,

I'm Michal and I have taken over your complaint. I have reviewed this case and from the information and screenshots, it indeed looks like your winnings from the bonus were capped according to the max win rule and they were later shown in the "real " balance, not the bonus balance. I will contact the casino to shed more light on this matter.

We would like to invite iWildcasino to join the conversation.

Dear iWildcasino,

Could you kindly share some details explaining your perspective on why you believe the additional winnings of the player are still subject to the maximum win rule for bonuses, especially considering that the funds were previously capped and reflected in the real balance? Please forward the player's full game history and any other relevant evidence to me at michal.k@casino.guru

Hello Michal,

yes, everything speaks for it. Actually I should get my money back...

First of all, thank you for your help & best regards

Hallo Michal,

ja es spricht alles dafür. Eigentlich sollte ich mein Geld wieder erhalten...

Danke erstmal für deine Hilfe & Beste Grüße

Hello Michal,

what does it look like?

Have you already received information from iWildCasino?

Best regards

Hallo Michal,

wie sieht es denn aus?

Hast du schon Infos bekommen von iWildCasino?

Beste Grüße

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 Nilsg1,

I've managed to get in touch with the casino representative and it looks like we reached a consensus. I'm waiting for confirmation from the casino team, but your winnings should be credited back to your casino account.

Dear Michal,

that is very good news!!

Then I wait for confirmation.

Thanks so much!

Lieber Michal,

das ist eine sehr gute Nachricht!!

Dann warte ich auf die Bestätigung.

Vielen lieben Dank!

Hello Michal,

Have you heard anything about what's going on now or when I'll get my money back?

LG

Hallo Michal,

hast du noch was gehört wie es jetzt weiter geht bzw wann ich mein Geld zurück erhalte?

LG

Dear Nilsg1,

I understand you are awaiting positive news, sadly I'm still waiting for confirmation from the casino team on when your winnings will be credited back to your casino account. I have "nudged" the casino representative again. I kindly ask for your patience.

Dear Nilsg1 and Michal,

Funds in the amount of 1650 EUR were credited to the client’s account.

Dear Wild Casino,

I'm glad the situation could be worked out. I want to express my gratitude to you for your equitable stance and for considering your initial decision.

Dear Nilsg1,

The winnings have been recredited to your casino account, and you should be free to request a withdrawal or use them as you want. Please let me know if you need any further assistance or if we can consider your complaint to be resolved.

Dear Nilsg1,

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.

Hello Michal,

Thanks so much!!

Really great work 🙂

Case can be closed.

Best regards

Hallo Michal,

vielen lieben Dank!!

Wirklich großartige Arbeit 🙂

Fall kann gerne geschlossen werden.

Beste Grüße

Thank you for the confirmation, Nilsg1. I'm glad we could help you to resolve your issue.

We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal

Casino.Guru