iWild Casino - Η ανάληψη του παίκτη έχει κατασχεθεί.

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Dear João,

Thank you very much for submitting your complaint and for providing a detailed explanation of the situation.

To better understand what happened to the €696.21, could you please clarify the following:

• When you mention that the funds had an expiration date of September 19, what exactly was set to expire on that date? Was it the bonus itself, the bonus balance, or the right to withdraw the winnings generated from the bonus?
• After you completed the wagering requirements, was the €696.21 converted into your real-money balance, or did it remain classified as bonus funds?
• Could you please provide a link to the specific bonus or promotion you activated, including the applicable bonus terms and conditions?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

Thank you for your follow-up.

I would like to inform you that, despite all the delays and difficulties that occurred during the KYC verification process, the situation has now been resolved.

iWild Casino has credited the funds in question, and the amount of €696.21 is once again available, so I consider this complaint to be resolved.

I would like to thank Casino Guru and its team for their follow-up and support throughout this process.

Olá Karla,

Obrigado pelo acompanhamento.

Gostaria de informar que, apesar de todos os atrasos e dificuldades ocorridos durante o processo de verificação KYC, a situação acabou por ficar resolvida.

O iWild Casino procedeu à reposição dos fundos em causa e o montante de €696,21 voltou a ficar disponível, pelo que considero que a reclamação pode ser dada como resolvida.

Agradeço ao Casino Guru e à sua equipa pelo acompanhamento e apoio prestados durante este processo.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Twins,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla