iWild Casino DE - Dobici igrača su zaplenjeni.

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!