Por favor, ajude - iWildCasino se recusa a pagar

Hello,

I have a problem with iWildCasino. After I ultimately lost many thousands of euros, I bought/converted €150 in cash with the points I had accumulated.

This €150 was then Wager 50x. So I had to wager €7500 to turn the bonus money into real money.

After 2 long days I did it and had around €1400 in my account. Also declared as Realmoney in my account. Then I continued playing the next day and made €2400 out of it.

Now comes the problem.

You can pay out a maximum of €1200/day in €400 tranches. So I requested 3 withdrawals of €400 each. The day after you receive an email from iWildCasino stating that you are only allowed to pay out x5 of the bonus (according to §1.4.). No matter how much you win with it. For me that would be €750 (€150x5).

All the remaining money was simply deleted from my account....!!! The €1,650 profit was simply deleted from my account, even though it was previously in the account as real money. Now, when asked about the above-mentioned $1.4 bonus, it was repeatedly pointed out that you can only pay out x5. In my opinion this is clear fraud!! 1. It is advertised as real money 2. You can continue playing 3. I also had to wager €7500... 4. the bonus was over

I wanted to open a complaint ticket here, but unfortunately that doesn't work and after a few questions I only get this picture (see attachment).

I hope someone can help me??

Thank you & best regards

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

Ich wollte hier ein Beschwerdeticket eröffnen, aber leider klappt das iwie nicht und es kommt nach ein paar Fragen nur dieses Bild..(siehe Anhang).

Ich hoffe iwer kann mir helfen??

Danke & Beste Grüße

Olá.

Portanto, a questão é sobre as condições do bônus.

Devo dizer que apostar 50x é uma coisa terrível e parabenizo você por consegui-lo.

Eu diria que deveríamos considerar se você teve uma boa chance de entender como funciona o bônus. Você sabia que havia uma regra de saque máximo quando você pegava o bônus? Pelo que vejo, do nosso lado, essa condição é bastante popular; confira os bônus aqui .

Como não conheço as condições exatas do bônus, acho que seria bom colá-las aqui mesmo.

Por favor, faça isso; Estarei aqui.

Yes, 50 times the betting turnover is incredibly difficult. It also cost me a lot of nerves and "work".

I didn't know there was a maximum withdrawal rule.

That's why I'm so shocked. Also because I was able to continue playing and it was Realmoney all the time...

I was able to click on the payout just fine. Otherwise it won't work.

And then the money I had won was simply deleted.

In my eyes, as I said, FRAUD!

What can I do to get this money?

Ja 50-facher Wettumsatz ist unfassbar schwer. Es hat mich auch viele Nerven und "Arbeit" gekostet.

Ich wusste nicht, dass es eine maximale Auszahlungsregel gab.

Deswegen bin ich ja auch so schockiert. Auch weil ich ja weiter spielen konnte und es die ganze Zeit über Realmoney...

Ich konnte die Auszahlung ja auch wunderbar anklicken. Sonst klappt das ja nicht.

Und dann wurde mir einfach mein gewonnenes Geld gelöscht.

In meinen Augen wie gesagt BETRUG!

Was kann ich tun um an dieses Geld zu kommen?

Hmm, então de acordo com o que você descreve, não havia nenhum lugar no bônus que estivesse escrito que ele estaria sujeito a retirada máxima, sim? Não está mencionado nos Termos e Condições sobre esses bônus em geral?

Porém, entendo que apostar 50x é demais e você não pode fazer isso todos os dias, então entendo que você esteja decepcionado. Que outras condições o bônus com o qual você jogou tinha?

I haven't read anything about it.

Afterwards I saw it in the small print. But my bonus was already through by then...

There was "only" the condition to implement 50 times. Nothing else. But you have to do that first.

Ich habe nichts darüber gelesen.

Nachher habe ich es im Kleingedruckten gesehen. Aber mein Bonus war ja zu der Zeit auch schon durch...

Es gab "nur" die Bedingung 50-fach umsetzen. Sonst nichts. Aber das muss man ja erstmal schaffen.

Eu entendi. Nesse caso, recomendo que vocêregistre uma reclamação aqui e nossa equipe tentará ajudá-lo. Veremos para onde isso vai se você aguentar e seguir em frente. Você acha que vale a pena tentar?

Yes, I wanted to open a complaint. But after 3 questions, only this picture comes up, which I already put in the post above... Then I can't get any further and can't open a complaint.

Can you help me with that?

Ja eine Beschwerde wollte ich ja schon eröffnen. Aber nach 3 Fragen kommt nur dieses Bild was ich oben schon in den Post gelegt habe... Ich komme dann nicht weiter und kann keine Beschwerde eröffnen.

Kannst du mir da helfen?

Olá, pelo que vejo no sistema sua reclamação está com status solicitado, então tudo ficará bem e nossa equipe irá até você. Espero que tudo seja resolvido de forma justa. 🙂