iWild Casino DE - Os ganhos do jogador foram confiscados.

I was playing at Iwild with a bonus.....the moment when the bonus conditions were fulfilled, I was at about €500-700 (at that moment the balance should have been reduced if at all)...so after the bonus conditions were met, I won another €1200, thus bringing my total to €1900.

I requested a payout, of course, I had to send some documents multiple times via email.... and just before I finally get the verification confirmation, I receive an email stating that from the €1200, a total of €1050 will be deducted, as the maximum payable amount from the bonus would be €150......the bonus conditions have already been met and the €1200 was won afterwards.

If the bonus conditions were fulfilled while €700 was in the account....how can they deduct more money from me afterwards (that I won with supposedly "withdrawable" money) than I won in the bonus....

The casino could then deduct money from me months later after a turnover of €50000 outside of the bonus conditions, as has happened in this case.

According to my lawyer, this is a scam, as I was no longer operating within any bonus conditions.

The support team has not responded to my emails for days.

Ich habe bei Iwild mit einem Bonus gespielt......in dem Moment wo die bonusbedingungen erfüllt wurden,war ich bei ca.500-700€(indem moment hätte das guthaben wenn überhaupt reduziert werden müssen)...nachdem also die bonusbedingungen erfüllt wurden,habe ich weitere 1200€ gewonnen und war somit bei 1900€.

Ich habe die Auszahlung beantragt,natürlich mehrmals per email irgendwelche Unterlagen zuschicken....und kurz bevor ich endlich die verifikations bestätigung bekomme,kommt eine email,dass von den 1200€, insgesamt 1050€ abgezogen werden,da der max. Auszahlbare betrag aus dem Bonus 150€ sei......die bonusbedingungen wurden bereits erfüllt und die 1200€ wurden danach gewonnen.

Wenn die Bonusbedingungen umgesetzt worden während 700€ guthaben auf dem Konto waren....wie kann man mir bitte im Nachhinein mehr geld abziehen(das ich mit angeblich "auszahlbaren" Geld gewonnen habe),als dass ich im Bonus gewonnen habe....

Dann könnten mir ja das Casino noch Monate später nach 50000€ Umsatz noch Geld außerhalb der Bonusbedingungen abziehen,wie es in diesem Falle geschehen ist.

Laut Anwalt betrug,da ich mich nichtmehr im Rahmen irgendwelcher Bonusbedingungen bewegt habe.

Der Support reagiert seit tagen nicht auf meine E-Mails

Hello serowieckitim,

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 this the first bonus you claimed in the casino? Did the balance change after finishing the wagering requirement? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good day,

First of all, thank you for the quick answer :)

My account was verified immediately after the money was withdrawn (see screenshots).

No, it was not the first bonus I used in this casino.

No, the account balance did not change after the wagering requirements were completed. (approx. 500-700), I won another €1200-1400 AFTER the wagering requirements were completed.

The last time I spoke to Live Support was on January 4th, who told me to send an email to " kyc@iwildcasino.com " write.....I did this on January 4th and have not received an answer to date....

Kind regards:

Tim 🙂

Guten Tag,

Zuerst einmal Dankeschön für die schnelle Antwort 🙂

Mein Konto wurde verifiziert direkt nachdem mir das geld abgezogen wurde(siehe screenshots).

Nein es war nicht der erste Bonus den ich in diesem Casino genutzt habe.

Nein der Kontostand hat sich nach abschluss der Wettanforderungen nicht verändert.(ca.500-700) ,ich habe NACH abschluss der Wettanforderungen noch weiter 1200-1400€ gewonnen.

Das letzte mal habe ich am 04. Januar mit dem Live Support gesprochen,welcher mir sagte ich solle eine Email an "kyc@iwildcasino.com" schreiben.....dies tat ich am 04.Januar und habe bis heute keine Antwort erhalten....

Mfg:

Tim 🙂

Here the Screenshots...

Hier die Screenshots...

Hello serowieckitim,

We believe that once the wagering is complete the winnings should be capped instantly and the bonus conditions should no longer be valid. 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

Ok, thank you very much, I'll wait for a message from "michal"...

Thank you for the help 🙂

Ok vielen Dank,ich werde dann auf eine Meldung von "michal" warten...

Vielen Dank für die Hilfe 🙂

Hello serowieckitim,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and as my colleague Nick mentioned, we believe that once the wagering is complete, the winnings should be capped instantly, and the bonus conditions should no longer be valid for further gameplay. I will contact the casino to shed more light on this matter.

We would like to invite iWild Casino DE to join the conversation.

Dear iWild Casino DE,

Can you please provide more information on why the player's winnings were not capped once the bonus wagering requirement was fulfilled? If this information or any other related information can't be shared publicly, please forward it to me at michal.k@casino.guru

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,

We need a little more time to discuss this situation within the team. We will get back with an answer as soon as possible.

Dear iWild team,

I acknowledge that obtaining all the essential information may take time. In an effort to address the complaint, I will extend the timeframe by an additional 7 days.

Dear Casino Guru and herowieckitim

The player successfully claimed the bonus and fulfilled the wagering requirements.

No automatic deduction occurred, so a manual deduction was carried out, surpassing five times the bonus amount.

Transaction history is available upon request.

Respectfully,

iWild Casino Representative

Thank you for the response and clarification, iWild Casino team. Please forward the transaction history to me at michal.k@casino.guru

Dear Casino Guru and herowieckitim.

The transaction history was successfully sent to the mail - michal.k@casino.guru

Respectfully,

iWild Casino Representative

Dear iWild Casino Team,

Thank you for the provided information and evidence.

Dear serowieckitim,

Upon reviewing your game log, I can verify that the deduction of the bonus winnings after the bonus was wagered aligns with the rules outlined in the casino bonus terms and conditions.:

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

While I acknowledge that automated deductions are expected, no system is entirely flawless, necessitating a manual deduction in this instance. I recognize that, from a user experience standpoint, this situation was less than ideal. However, it's important to note that the casino team acted in accordance with their established rules and your winnings from the bonus gameplay have been adjusted correctly.

Hopefully, the situation has been sufficiently clarified. Please let me know if there is anything else I can assist you with or if we can consider this complaint resolved.

Well, I would certainly have won if the money had been deducted beforehand, so I think it's a mistake on the part of the casino...they could have at least accommodated me...as befits large companies. ..I now have to be liable (pay) for their mistakes, something like that isn't actually that common

Naja ich hätte sicherlich auch gewonnen wenn das geld vorher abgezogen worden wäre deshalb finde ich,da es ein Fehler seitens des Casino's ist....hätte man mir zumindest mal entgegenkommen können....so wie es sich für große Unternehmen gehört....für ihre Fehler muss ich jetzt haften(bezahlen) sowas ist eigentlich nicht so üblich

Dear serowieckitim,

I understand that the user experience with the situation is far from ideal, but your assumption is just hypothetical. Whether or not you would have won, even if the money had been deducted beforehand, remains uncertain. I am currently awaiting additional information from the casino team, and I hope we can work together to find a solution to address the inconvenience you have encountered.

Dear Michal,

Our manager answered you via personal message.

Respectfully,

iWild Casino Representative

Thank you for the response, iWild team.

I have responded back and am looking forward to your manager's reply.

Dear Guru and serowieckitim,

The automatic deduction of funds was not carried out, due to the fact that this is a non-standard deposit bonus, and this is a bonus from a daily map, unfortunately, it is currently impossible to set it up automatically, but our team is already working on this.

This has happened 2 more times now...it seems like the casino uses this excuse every time you win more than ~€150...

Dies ist mittlerweile 2 weitere male passiert....es scheint als würde das casino,jedes mal diese ausrede zu benutzen wenn mann mehr als ~150€ gewinnt....

Dear serowieckitim,

I understand the whole situation was far from ideal from a user experience perspective, but it's essential to note that the casino team followed their rules in handling this matter.

As explained above, the automatic deduction of funds did not occur because the bonus you used was a non-standard deposit bonus. This bonus is from a daily map, and unfortunately, setting it up automatically is currently not feasible. Once the casino team checked the gameplay, the manual deduction was carried out. This is an industry-standard procedure.

Although I comprehend your determination to explore all avenues to support your argument, sadly, I'm afraid I'm not able to help much further. 

I think the situation has been adequately clarified, and I see no need to prolong the discussion on this matter. Please let me know if I can assist you with anything else, but as the casino team acted in accordance with their established rules and your winnings from the bonus gameplay have been adjusted correctly, I'm afraid I will be forced to reject this complaint.

Dear serowieckitim,

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.

Dear serowieckitim,

I understand the whole situation was far from ideal from a user experience perspective, but it's essential to note that the casino team followed their rules in handling this matter.

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru