iWild Casino DE - Os ganhos do jogador foram confiscados.

Hello everyone..I won a total of 11400 euros at iWild casino. At first, my verification took a very long time and then my balance was cancelled because they claimed I was still in bonus money.

I had started a conversation with the live chat when I reached about 1500 euros to check if I could withdraw my entire amount..They affirmed I could, and hence, I initiated a withdrawal of 1200 euros and continued to play with my remaining balance until it reached a total of 11400 euros. I've never won this much before and I was over the moon. Then, the casino temporarily blocked my account and canceled the money with the justification that I had played with a bonus and the rules state that there was a maximum withdrawal limit. I wrote an email responding to this wherein I mentioned that I had specifically asked the live chat if I was able to make a full withdrawal and they had confirmed that I could. However, I have yet to receive a reply to that email. It's been 2 and a half weeks since then.

I believe I'm in the right and would really like to have my winnings!

Hallo zusammen..Ich habe bei iWild eine Summe von 11400 Euro gewonnen. Erst dauerte meine Verifizierung echt lange und dann wurde mein Guthaben storniert weil ich angeblich noch im bonus Geld war.

Ich hatte bei einer Summe von 1500 Euro circa dem live Chat geschrieben ob ich mir alles auszahlen lassen kann..Dieser bejahte dies und ich habe 1200 zur Auszahlung gebracht und habe mit dem Rest weiter gespielt bis ich auf gesamt 11400 war. Noch nie habe ich soviel gewonnen und war Feuer und Flamme. Dann hat das casino mein Account kurz gesperrt mein Geld storniert mit der Begründung ich hatte mit einem Bonus gespielt und habe nur eine maximale Auszahlung. Auf meine Email das ich den live Chat extra vorher gefragt hatte ob ich mir alles auszahlen lassen kann und dieser dies bejaht hat habe ich bis heute keine Antwort. Seit 2 1/2 Wochen warte ich nun.

Ich finde mich im Recht und möchte gerne mein gewonnenes Geld haben!

Dear weedphilipp04,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino DE.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were there any visual cues the bonus wagering requirements were completed?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Do I understand correctly you achieved your winnings with the remaining 300€, convinced it was real money?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Thomas

Regarding point three, that is exactly right. And strangely enough, I was paid 600 euros out of all the money.

Hallo Tomas

Zu Punkt drei genau das ist richtig. Und komischerweise wurden mir 600 Euro ausgezahlt von dem ganzen Geld.

I am afraid if the maximum cashout of the bonus is 100€ or 5xinitial bonus amount, that complicates the matter, as you continued to play with money that would have been void after the win limit of the bonus would be applied.

Could you please specify which bonus you activated and played? If you have a screenshot or a link to the casino bonus please share it here.

Unfortunately, I don't remember which bonus I used. But I wrote to the live chat and asked if I could have the entire amount paid out. Why should they answer yes? And strangely enough, it doesn't match the 600 euros that I was able to have paid out.

I'll look again where I can find it in the profile to see which bonus I used

Leider erinnere ich mich nicht welchen bonus ich benutzt habe. Aber ich habe dem live Chat extra geschrieben und gefragt ob ich mir die komplette Summe auszahlen lassen kann. Warum sollte er mir dies mit ja beantworten. Und es passt auch nicht mit den 600 Euro zusammen die ich mir auszahlen lassen konnte komischer weise.

Ich schau nochmal wo ich das im Profil finde welchen bonus ich wohl benutzt habe

But in the end, the casino employees screwed it up and I think a reasonable agreement should be found

Aber im Endeffekt haben die Mitarbeiter vom casino es verkackt und finde da sollte man eine vernünftige Einigung finden

• Could you please confirm the casino left your account with the winnings accumulated from the bonus capped according to their rules?

While I understand your point of view if you were not eligible for most winnings we might not argue in your favor.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

If we have no reason to believe the maximum cashout was applied unfairly we won't be able to help. The casino can assert the bonus winnings were capped according to their rules. Without proof of the contrary, our hands are tied.

If there is any evidence, or point of view I haven't considered, such as your conversations with the casino regarding maximum cashout, or your gaming history (before and after your withdrawal was requested) forward it to me. Otherwise, the complaint will be closed.

My email is tomas@casino.guru

I'll await your response.

Email is out

Email ist raus

Hello tomas.. did you not get my email?

Hallo tomas.. hast du meine Email nicht bekommen?

Thank you very much, weedphilipp04, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, weedphilipp04!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello. ..What do I do if the casino doesn't respond? They didn't respond to me either..

Hallo. ..Was mache ich wenn das casino nicht antwortet? Bei mir haben sie auch schon nicht geantwortet..

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.

weedphilipp04, if the casino will not respond, there is, unfortunately, nothing we can do anymore. Usually, we recommend players to lodge a complaint with the regulator, but this casino does not have a valid gaming license, therefore, it is not possible in this case. Hopefully, a decrease in the Safety Index will force the casino to participate in complaints more actively.

Dear Casino Guru and weedphilipp04.

We wish to inform you that the rationale behind the debit was clearly outlined in the comprehensive letter we promptly dispatched to you. 

The withdrawal of funds was executed in strict adherence to our bonus terms:

1.2 Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the bonus amount or funds received from free spins (depending on the status of the account).

1.3 The maximum withdrawal amount allowed from casino bonus free spins is €100. If the withdrawal amount exceeds the permitted amount, the player will receive €100 and the remainder will be charged to players in accordance with the bonus terms and conditions.

We express our gratitude to everyone involved in the process for their commendable transparency.

Respectfully,

iWild Casino Representative

Hello iwild casino representatives,

Why does the live chat tell me that I can cash out everything and why is my money marked as real money in my game history? Why was 600 euros paid out to me?

Lg

Hallo iwild casino Vertreter,

Wieso schreibt mir der livechat dann das ich mir alles auszahlen lassen kann und warum ist in meiner spiel historie mein Geld als echtgeld gekennzeichnet? Warum wurden mir dann 600 Euro ausgezahlt?

Lg

Thank you for your response, iWild Casino Representative!

weedphilipp04, is there any way you can show or tell us how did your balance looked like after you have finished wagering the bonus? Had there been two balances shown - real money and bonus money, or only one?

There the bonus balance became the real balance. Then I asked the live chat directly if I could have everything paid out. When they assured me that I could, I carried on playing until I had 10,000 euros... 1,400 had already been paid out.

Dort ist die bonus Balance zur real balance geworden. Dann habe ich dem livechat direkt gefragt ob ich mir alles auszahlen lassen kann. Als dieser mir dieses zugesichert hat habe ich weitergespielt bis ich auf 10000 Euro war..1400 waren schon in der Auszahlung.

 iWild Casino Representative, please, send the full player's game and transaction history to my e-mail: pavel.k@casino.guru.

Hello Pavel..I hope you received the documents.

Hallo pavel..ich hoffe du hast die Unterlagen zugesendet bekommen.

Dear Casino Guru,

The information you requested has been dispatched to your email.

We express our gratitude to everyone involved in the process for their commendable transparency.

Respectfully,

iWild Casino Representative

Hello Pavel.. I wanted to ask if anything has happened yet?

lg

Hallo Pavel.. Ich wollte mal fragen ob sich schon etwas ergeben hat?

LG

Hello, we have responded to the casino's last e-mail and are waiting for their answer.

Hello pavel

Of course, the casino is taking its time again.

Can you maybe tell me what you got out of it?

Regards Philipp S*****

Hallo pavel

Das casino lässt sich natürlich wieder Zeit.

Kannst du mir vielleicht schonmal sagen was daraus bekommen ist?,

Mfg philipp S*****

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.

weedphilipp04, your bonus winnings have been capped twice which we consider unfair. I have explained our stance to the casino and we are still waiting for the reply from them.

Hello Pavel. First of all, thank you for your effort. The only stupid thing is that the chat assured me that I could withdraw the amount and then when I had 10,000 on it, the casino said no.

We are waiting for the answer and thank you in advance

Hallo pavel. Ich danke dir erstmal für deine Mühe. Blöd ist halt das der chat mir zugesichert hat das ich den Betrag auszahlen lassen kann und als ich dann 10000 drauf hatte das casino sagt nein.

Wir warten mal auf die antwort und besten dank schonmal

Dear Casino Guru and Weedphilipp04

After a thorough review of the game's history, we have decided to change our decision.

We have therefore decided to restore the amount of €10814 to the player's account balance.

This decision ensures the fairness and transparency of our operations, reflecting our commitment to provide a positive gaming experience.

In addition, we confirm the player's right to exercise their right to request a withdrawal, giving them full access to manage their account.

Respectfully,

iWild Casino Representative

iWild Casino, thank you very much for your understanding and cooperation, we value it!

Weedphilipp04, please, let us know what you have decided to do with your funds and if you will withdraw them, tell us when you will receive them.

Hello..Thank you very much to both sides..

Of course I will pick it up..

Since I can only withdraw 1200 a day, I think it will take a week. I requested the first withdrawal on Saturday.

Thank you very much again

lg

Hallo..Vielen Dank erstmal an beide Seiten..

Natürlich werde ich es abheben..

Da ich täglich nur 1200 abheben kann denke ich wird es ne Woche dauern. Die erste Auszahlung habe ich am Samstag beantragt.

Vielen vielen Dank nochmal

LG

All right, please, let us know when you will receive your withdrawal in full!

Hello

Unfortunately I lost a lot again because the payout takes a really long time

I have been waiting for 3 days now for 3x 400 euros to be processed.

Hallo

Leider habe ich wieder einiges verspielt da die Auszahlung echt lange dauert

Ich warte jetzt seit 3 Tagen darauf das 3x 400 Euro bearbeitet werden.

Please, be patient, do not play and let me know when you withdraw the rest.

Dear weedphilipp04,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.