iWild Casino DE - Os ganhos do jogador foram confiscados.

Hello,

I am a player from Germany and I have a major issue with this casino!

I lost over €2000 at this casino. Subsequently, I used a bonus where the maximum payout was limited to €200. I completed the requirements for the bonus, and my balance was correctly adjusted to €200. However, I didn't want to withdraw yet and tried to continue playing with the real money. I then requested three withdrawals of €400 each, and the rest remained in my account. After the withdrawal was reviewed, all my winnings were confiscated and reduced to €200, despite the fact that I was playing with no active bonus. I need my money back!!! I did not break any bonus conditions or do anything wrong. I continued to play with real money!

I urgently need help!!!!

Guten Tag,

ich bin ein Spieler aus Deutschland und habe ein Großes Problem mit diesem Casino!

Ich habe über 2000€ verloren in diesem Casino. Habe dann einen Bonus genutzt wo die Max Auszahlung auf 200€ begrenzt war. Ich habe den Bonus umgesetzt und dann wurde der Betrag auf 200€ gesetzt was auch richtig ist. Ich wollte aber noch nicht auszahlen und habe mit dem Echtheld versucht weiterzuspielen. Ich habe anschließend 3 Auszahlung in Höhe von 400€ beantragt und der Rest war auf meinem Konto. Nachdem die Auszahlung geprüft worden ist wurde alle meine Gewinne beschlagnahmt und auf 200€ runtergesetzt. Obwohl ich ohne Aktiven Bonus gespielt habe. Ich benötige mein Geld wieder!!! Ich habe weder gegen die Bonusbedingungen verstoßen noch sonst etwas gemacht. Ich habe mit Echtgeld weitergespielt!

Ich bitte um Dringende Hilfe!!!!

Hello XAbruzzii,

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?
• Do I understand it correctly that once you finished the wagering your balance was reduced accordingly?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

My account has been verified for a long time. Unfortunately, I can't say exactly how long because I have been active in the casino for a long time.

I deposited and used a bonus. I used this bonus. And then the balance was reduced to €200 because the maximum withdrawal is €200. I then continued playing with these €200 and made over €2000 without an active bonus. After that, all of my winnings that I had won without a bonus were taken away by the casino.

I spoke to the chat and all I got was that the maximum withdrawal amount is €200. Even though, as I said, I played without an active bonus.

Mein Konto ist seit längerer Zeit bereits verifiziert. Ich kann leider nicht genau sagen wie lange weil ich schon lange im Casino Aktiv bin.

Ich habe eingezahlt und einen Bonus genutzt. Diesen Bonus habe ich habe umgesetzt. Und dann wurde das Guthaben auf 200€ Reduziert weil der Maximale Auszahlung bei 200€ liegt. Anschließend habe ich mit diesen 200€ weitergespielt und damit über 2000€ gemacht ohne einen aktiven Bonus. Danach wurden alle meine gewinne die ich ohne Bonus gewonnen habe vom Casino weggenommen.

Ich habe mit dem Chat gesprochen und dort kam nur die Aussage das der Maximale auszahlungsbetrag 200€ Beträgt. Obwohl ich wie gesagt ohne einen Aktiven Bonus gespielt habe.

Hello XAbruzzii,

Would it be possible to forward your deposit/bonus or betting history where the first cap of 200€ is visible to nikolas.b@casino.guru?

If your balance was already capped once, the casino should not do it again as it should be considered as real money.

Awaiting your response.

Regards,

Nick

Good day,

thanks for the reply.

I sent the bonus by email and a few documents that would be useful.

There is no betting history for the bonus that I used. Everything was removed by the provider!!! I checked all betting histories from December 22nd, 2024 to December 31st, 2024. I used the bonus on December 28th, 2024. Unfortunately, I can't find anything about the bonus. So I sent the bonus that I used and wagered to the email. The email where my balance was reduced to €200. As I said, I wagered 100% of the bonus and then continued playing with the €200!

Guten Tag,

danke für die Antwort.

Ich habe den Bonus per Mail geschickt und noch ein paar Dokumente die nützlich wären.

Es existiert keine Wetthistorie von dem Bonus was ich genutzt habe. Es wurde alles seitens dem Anbieter herausgenommen!!! Ich habe alles Wetthistorien vom 22.12.2024-31.12.2024 geprüft. Den Bonus habe ich am 28.12.2024 genutzt. Leider Finde ich überhaupt nichts von dem Bonus. Daher habe ich an die Mail den Bonus den ich genutzt und umgesetzt habe zugesendet. Die E-Mail wo mein Guthaben Gesenkt wurde auf 200€. Den Bonus habe ich wie gesagt 100% umgesetzt und danach mit den 200€ weitergespielt!

Thank you XAbruzzii for all the information provided. 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

Thanks for the kind help!

I hope we find a solution and I can get my money back.

Danke für die nette Hilfe!

Ich hoffe wir finden eine Lösung ich kann mein Geld wieder bekommen.

Dear XAbruzzii,

I'm Michal, and I have taken over your complaint. I have examined this case, and it appears that your initial bonus winnings were capped correctly, thus these funds (€200) are considered real money. If the bonus winnings were already capped in accordance with the maximum win rule and the appropriate amount was shown in your real money balance, any restrictions associated with the bonus should no longer apply. I will contact the casino to shed more light on this matter.

We would like to invite iWildcasino to join the conversation.

Dear iWildcasino,

I would appreciate your clarification regarding the applicability of the maximum win rule for bonuses to the player's additional winnings, particularly in light of the fact that the disputed winnings appear to originate from real money. Additionally, I would appreciate it if you could send the player's complete game history and any pertinent documentation to michal.k@casino.guru for a thorough examination of the capped funds.

Has the casino already commented on my case?

Hat das Casino sich zu meinen Fall bereits geäußert ?

Here you can clearly see that my real balance is €1426. And at the same time, 3 withdrawals of €400 were pending. That was on December 31, 2024 at 11:06 a.m. And then the email came from IWild Casino at 11:37 a.m. that everything had been canceled.

Hier ist nochmal deutlich zu erkennen dass mein Echtes Guthaben von 1426€ Beträgt. Und zeitgleich 3 Auszahlungen in Höhe von 400€ Offen waren. Das war am 31.12.2024 um 11:06 Uhr. Und danach kam die Mail von IWild Casino um 11:37 Uhr dass alles storniert wurde

Is there anything new? 😕 Time is almost running out..

Gibt es was neues ? 😕 Die Zeit läuft fast ab..

Dear XAbruzzii,  

Unfortunately, I have yet to hear back from iWildcasino. I will persist in my efforts to contact them.

Thank you Michal!

Hope this gets resolved as quickly as possible.

The casino has to respond soon…

Danke Michal !

Hoffe das wird schnellmöglich geklärt.

Das Casino muss langsam mal antworten…

Dear XAbruzzii and Michal,

We will make a request regarding this situation and as soon as we receive an answer, we will immediately provide it.

Best regards,

iwild casino representative.

I hope for a quick answer and solution to the problem!!!

Thanks in advance.

Ich hoffe auf eine Schnellstmögliche Antwort und Lösung der Sache!!!

Danke im Voraus.

Thank you for your response, iwild casino representative.

I remain hopeful that the issue will be addressed and resolved in a timely manner.

Hello Michal, are there any updates yet?

Hallo Michal, gibt es bereits Updates ?

Hello Michal,

what is the current status?

Is there any new information from the casino?

Thanks and greetings

Hallo Michal,

wie ist der aktuelle Sachstand ?

gibt neue Infos seitens Casino?

Danke und Grüße

Dear XAbruzzii,  

I completely understand your desire for quicker updates, or idealy for resolving the issue. The matter is currently under review by the appropriate casino team; sadly, the process can be a bit lengthy. Please understand the casino team is serving thousands of other customers, so naturally it is not always possible to review the gameplay and bonus progress as quickly as they would want. I sincerely hope we will have some positive news for you soon. Thank you for your patience and understanding.

Thanks for the feedback Michal,

Of course I can understand that completely.

Then I wait until the casino contacts me.

Thank you and best regards!

Danke für die Rückmeldung Michal,

Kann ich natürlich vollkommen nachvollziehen.

Dann warte ich bis das Casino sich meldet.

Danke und schöne Grüße!

Dear XAbruzzii and Michal,

We are currently reviewing this situation for processing and decision making.

Once a decision is made, we will notify you immediately.

We apologize for the lengthy review and delay.

We sincerely thank you for your patience.

Best regards,

iwild casino representative.

Hello everyone,

the money is back in my account!

Thanks for help dear Guru Team!!!

Thanks also to IWild Casino!!!

I have now made the first 3 withdrawals totaling €400. As soon as everything is in my account I will let you know!

Once everything is paid out the case can be closed!

Thanks to all!!!

Hallo zusammen,

das Geld befindet sich wieder auf meinem Konto!

Danke für Hilfe Liebe Guru Team!!!

Danke auch an IWild Casino!!!

Ich habe nun die ersten 3 Auszahlungen in Höhe von 400€ abgegeben. Sobald alles auf meinem Konto ist gebe ich Ihnen Bescheid!

Sobald alles ausgezahlt ist kann der Fall abgeschlossen werden!

Danke an alle!!!

Dear XAbruzzii and Michal,

We apologize for the lengthy review and thank you for your patience. We would like to inform you that our investigation into this matter has been completed.

After careful consideration of the player's situation, we have reviewed our decision and taken the necessary measures. The player will receive a refund of the withheld funds.

We greatly appreciate and thank Casino Guru for his support and significant contribution to resolving this issue.

Best regards,

iwildcasino representative.

I appreciate everyone's feedback. It is encouraging to see that the situation is progressing positively. I would like to extend my gratitude to both parties for their collaborative efforts.

Dear XAbruzzii,  

Kindly inform me once you have successfully received the winnings, so that I may proceed to conclude this case as resolved.

Dear XAbruzzii,

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.

Good day,

I am still waiting for 2 payouts.

a 400

I've been waiting for this since February 5th.

Guten Tag,

ich Warte noch auf 2 Auszahlungen.

a 400

Da warte ich seit dem 05.02 drauf.

Dear XAbruzzii,

We will contact the finance department regarding your issue and will definitely take a decision on your request. Thank you for your patience.

Best regards,

iwildcasino representative.

Dear XAbruzzii,

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.

Regrettably, we have not received any responses from the player regarding our messages and inquiries. As a result, we are unable to verify whether the player has received the payments or conduct further investigation, leading us to the decision to dismiss this complaint. The player is welcome to reopen this complaint at any time.