iWild Casino - Печалбите на играча се конфискуват.

Hello,

I played here and bought free spins for Sweet Bonanza for €4,000, and won approximately €40,000.

I wanted to withdraw it, but the next day I checked and everything was canceled. There was no money left in the account.

The casino claims it was a bonus, but no bonus was active.

It would be great if the player's winnings could be given. Or let's find a solution together.

Regards,

Hallo

Ich habe hier gespielt und dann hab ich bei sweet bonanza um 4000€ freispiele gekauft und ca 40000€ gewonnen

Wollte es auszahlen und am nächsten Tag schaute ich und es wurde alles storniert kein Geld mehr auf dem Account

Casino sagt es war bonus es war aber kein bonus aktiv

Dem Spieler sein gewonnenes Geld zu geben wär toll. Oder gemeinsam eine Lösung finden

Grüße

Dear aquayurgort,

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

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

• Do you have access to your account?
• Could you please share screenshots of your recent deposits, found in your deposit history in the player's profile?
• Could you please share screenshots of your recent bonuses as well?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

• Do you have access to your account?

YES I have access!

• Could you please share screenshots of your recent deposits, which you can find in your deposit history in the player profile?

YES I will upload it to you.

• Could you please also share screenshots of your latest bonuses?

No, unfortunately I don't think so.

• Could you please send me your
• Communication with the casino? Send emails or chat transcripts to my email address , or post screenshots here

I wrote to the casino but there is no response in the chat and no email and the messages in the chat are no longer visible.

I'm really sad because I played a lot too

there.

I also have a screenshot where I had about 50,000€ credit.

Do you need more??

• Haben Sie Zugriff auf Ihr Konto?

JA ich habe Zugriff!

• Könnten Sie bitte Screenshots Ihrer letzten Einzahlungen teilen, die Sie in Ihrem Einzahlungsverlauf im Spielerprofil finden?

JA ich lade es ihnen hoch.

• Könnten Sie bitte auch Screenshots Ihrer letzten Boni teilen?

Nein finde ich leider nicht.

• Könnten Sie mir bitte Ihre
• Kommunikation mit dem Casino mitteilen? Senden Sie E-Mails oder Chat-Transkripte an meine E-Mail-Adresse tomas@casino.guru , oder poste Screenshots hier

Ich habe dem Casino gschrieben aber es gibt keine Antwort im Chat und per Email wird sich nicht gemeldet und die Nachrichten im chat sind nicht mehr sichbar.

ich bin echt traurig weil ich habe viel gespielt auch

dort.

Ich habe auch einem screenshot wo ich ca 50000€ Guthaben hatte.

Benötigen Sie noch mehr??

Everything was deleted here. Did I want to pay out?

Played for 2-3 days to get this high

I wanted to withdraw 1200€ but it didn't work, it was deleted and then everything was gone

Hier wurde dann alles gelöscht wollte ich auszahlen?

Habe 2-3 Tage gespielt um so hoch zu kommen

Wollte ich mal 1200€ auszahlen aber ging nicht wurde gelöscht und dann war alles weg

I also wanted to say how I played and checked whether I could withdraw, there was no bonus, so I carried on playing and won the money!

But there was no bonus visible for me, so I was able to buy free spins worth €4000!

Then the next day I got this email even though I was playing with real money!

.

From what I read, a player had exactly the same problem a month ago. I'm really angry and I haven't received a response to my messages from the casino via email!

I hope you can help me

If the winnings were already capped according to the maximum win rule and the exact amount was reflected in your real money balance, any restrictions associated with the bonus should no longer apply.

Ich wollte auch noch sagen wie ich gespielt habe und geschaut habe ob ich auszahlen kann stand auch kein Bonus dann hab ich weiter gespielt und das Geld gewonnen!

Hier war bei mir aber kein bonus ersichtlich darum konnte ich auch freispiele im Wert von 4000€ kaufen!

Dann habe ich am nächsten Tag diese Mail bekommen obwohl ich mit echtgeld spielte!

.

Wie ich gelesen habe hat es vor 1 Monat ein Spieler genau das Selbe Problem ich bin echt sauer und von Casino habe ich keine antwort per email bekommen auf meine Nachrichten!

Ich hoffe sie können mir helfen

Wenn die Gewinne bereits gemäß der Höchstgewinnregel begrenzt waren und der genaue Betrag in Ihrem Echtgeldguthaben angezeigt wurde, sollten alle mit dem Bonus verbundenen Einschränkungen nicht mehr gelten.

As you can see, I had over €50,000 in my account but no bonus money.

So my money would be taken away from me

Wie Sie sehen hatte ich über 50000€ auf dem Konto aber kein Bonusgeld.

Also würde mir mein Geld weggenommen

Thank you very much, aquayurgort, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Okay, then I'll wait and see what he says.

Oke dann warte ich was er sagt.

Dear aquayurgort,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the iWild Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear iWild Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

I haven't heard anything from the casino

Ich habe nichts gehört vom Casino

Dear Kubo and aquayurgort,

We will submit a formal request regarding this matter and will promptly inform you as soon as we receive a response.

Best regards,

iwildcasino representative.

Hello

What does that mean?

Hallo

Was heißt das?

Dear iWild Casino,

Like aquayurgort, I also failed to understand the "formal request" you are referring to. Could you please clarify the situation and provide more details at this time? Have you had a chance to review the case and the reasons for the cancellation of the funds on the player's account?

Thank you for your assistance.

Otherwise I'll have to find a lawyer if we can't solve this.

Sonst muss ich mir einen Anwalt suchen wenn wir das nicht lösen können.

Dear aquayurgort and Kubo,

Thank you for waiting for the results. We have reviewed this situation and see that the player wagered the bonus which was successfully released. The extra funds were charged in accordance with the rules and conditions of the bonus which the player used.

1.4. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any balance exceeded will be charged before the amount is withdrawn.

We thank the Casino Guru team for their assistance. If there are any additional questions, we will be happy to answer them.

Best regards,

iwildcasino representative.

It cannot be that it shows up without a bonus and I can buy free spins for €4000 and then €50,000 is taken away from me. If you don't change anything then I will contact a lawyer because what you are doing here is fraud!

Es kann nicht sein das ohne Bonus angezeigt wird und ich freispiele kaufen kann um 4000€ und mir dann 50000€ weggenommen werden wenn sie da nichts änder dann werd ich einen Anwalt kontaktieren weil das ist Betrung was sie hier machen!

Dear iWild Casino,

Thank you for your response.

The player has stated that there was no active bonus during their gameplay. To clarify this matter, could you please provide the player’s detailed game logs to substantiate your claims by sending them to my email at jakub.m@casino.guru?

Additionally, I would like to understand how the player was able to purchase free spins for €4,000 while an active bonus was in play, given the maximum withdrawal limit of €375. Was the player explicitly informed that his winnings would be voided upon fulfilling the wagering requirements if they attempted to purchase bonus features during this time?

Your clarification on these points would be greatly appreciated.

Exactly how can this be, it is a huge scam!

With bonus the max bet is €5 and if you play more you will be kicked out of the game with the message Bonus Active.

That's why no bonus could have been active for me.

I've been cheated out of 40,000-50,000€ by this casino!

Genau Wie kann das sein dass ist ein Riesiger Betrug!

Mit Bonus ist MaxBet 5€ und wenn mann mehr spielt wird mann vom Spiel gekickt mit der Meldung Bonus Aktiv.

Darum kann bei mir kein Bonus Aktiv gewesen sein.

Ich werde hier um 40000-50000€ betrogen von diesem Casino!

I have also bought free spins more than once.

Is it possible to reply earlier than 1 hour before the time runs out?

Ich habe ja auch öfter als 1 mal Freispiele gekauft.

Kann auch mal früher geantwortet werden als 1 Stunde bevor die Zeit abläuft?

Dear aquayurgort and Kubo,

We would like to inform you that the financial department's audit is still ongoing, and we have yet to receive the final results. We will promptly update you as soon as the information becomes available. We appreciate your understanding and thank you for your patience.

Best regards,

iwildcasino representative.

How long will this take now!

Can't you answer sooner??

Then we wait exactly 7 days again!

Wie lange dauert das jetzt!

Können sie nicht früher antworten??

Dann warten wir wieder genau 7 Tage!

Do you have anything new Kubo?

Otherwise we wait for the answer.

Hast du Kubo was neues?

Sonst warten wir auf die Antwort.

Dear aquayurgort,

Unfortunately, I have no new updates on the case, as I have not been contacted directly by the casino representatives.

Dear iWild Casino,

Could you please provide an update regarding this matter? Has the financial department audit been completed? If so, what are the outcomes?

Let's wait again 🙂

Warten wir wieder 🙂

How long does the review take

Cuba can't you do anything?

Wie lange dauert die Überprüfung

Kuba können sie nichts tun?

Hello!

If the bonus winnings were already capped according to the maximum win rule and the corresponding amount was reflected in your real money balance, any restrictions associated with the bonus should no longer apply.

Hallo!

Wenn die Bonusgewinne bereits gemäß der Höchstgewinnregel begrenzt waren und der entsprechende Betrag in Ihrem Echtgeldguthaben angezeigt wurde, sollten alle mit dem Bonus verbundenen Einschränkungen nicht mehr gelten.

Hello, is there any news??

Hallo gibt es Neuigkeiten??

It makes me really sad that the answers take so long!

Macht mich echt Traurig das die Antworten so lange dauern!

Dear Kubo and aquayurgort,

We would like to inform you that we have submitted another request for reconsideration of this situation and have received a response.

As a result of the check, it was established that the player received a bonus of 75 EUR, with a wager of x35 and a maximum withdrawal of 375 EUR. The win was 717 EUR and the player continued playing. Later, when the player reached the amount of 52959 EUR, the first charge of extra winning from the bonus was made and the player was left with the required 375 EUR, which was subsequently used by the player and lost.

Best regards,

iwildcasino representative.

There was real money in my account and no bonus. I had previously requested withdrawals but deleted them again!

How is the player supposed to know whether it is a bonus or real money? If the account says real money and nothing about a bonus!

I will not say anything more and wait for the answer from CasinoGuru

Kubo get in touch!

In every casino I have played in so far everything changes automatically when you play with a bonus and not 2 days later!!

I find this very unfair!

In meinem Konto stand Echtgeld und nichts von Bonus. Ich hatte vorher auch Auszahlungen beantragt diese aber wieder gelöscht!

Woher soll der Spieler wissen ob es nun ein Bonus oder Echtgeld ist! Wenn im Konto Echtgeld steht und nichts von Bonus!

Ich werde nichts mehr sagen und auf die antwort von CasinoGuru warten

Kubo melde dich!

In jedem casino wo ich bisher gespielt habe wird alles automatisch geändert wenn mann mit Bonus spielt und nicht 2 Tage später!!

Ich finde das sehr unfair!

Dear iWild Casino,

Could you please provide the complete game logs for the player, starting from the moment he claimed the bonus in question until the point when his winnings were capped? Kindly send the relevant evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hello

What happens next 😭😭

Hallo

Wie geht es weiter 😭😭

Dear Kubo,

We have sent you the requested game logs for review to the email you provided, please check.

We thank you for your cooperation.

Best regards,

iwildcasino representative.

Hello Kubo

How long will it take you and what happens next?

Greetings

Hallo Kubo

Wie lange wirst du brauchen und wie geht es weiter ??

Grüße

I find it very dubious that the casino does not manage to immediately change the maximum bonus payout.

In other casinos where I have played this was automatic and not days later and you could continue playing and withdraw more then.

This borders on fraud, especially if there is real money in my account and the casino doesn't manage to change it automatically.

Is very misleading.

I hope they find a solution

Ich finde das sehr unseriös das das Casino es nicht schaft es sofort zu änden auf die Maximale bonus Auszahlung.

In anderen Casinos wo ich gespielt habe war das automatisch und nicht tage später und mann könnte weiter spielen und mehr auszahlen dann.

Das grenz an Betrug und wenn in meinem Konto Echtgeld steht und das Casino es nicht schaft automatisch zu ändern.

Ist sehr irreführend.

Ich hoffe sie finden eine Lösung

Dear iWild Casino,

Thank you for providing the requested game logs. I have responded to your email with additional inquiries - could you please address them at your earliest convenience?

I appreciate your cooperation and look forward to your reply.

Hello

Will I also be informed?

Greetings

Hallo

Werde ich auch Informiert?

Grüße

Dear Kubo and aquayurgort,

Due to the unique nature of this issue, we require additional time for a comprehensive review. We are making every effort to resolve the situation as quickly as possible and will provide an update at the earliest opportunity. Thank you for your patience.

Best regards,

iwildcasino representative.

Hello!

Has a solution been found now?

How much time does it take?

Other complaints are resolved in under 2 months, here it has been 3 months?

Hallo!

Wurde jetzt eine Lösung gefunden?

Wie viel Zeit benötigt es?

Andere Beschwerden werfen in unter 2 Monaten gelöst hier sind es schon 3 Monate?

Dear iWild Casino,

Another week has nearly passed - could you please provide an update on this case? Has the review been completed, and what are the outcomes?

I appreciate your prompt response.

Hello

I've been waiting here for 3 months!

Thought Kubo looked at it?

I requested withdrawals and played on October 16-17, and on October 18 the money was deducted.

How can I buy free spins

My account had real money!!!!!!!!!!!

Hope they have a solution now 😡

Hallo

Ich warte hier seit 3 Monaten!

Dachte kubo hat sich es angesehen?

Ich habe am 16-17.10 Auszahlungen beantragt und gespielt und am 18.10 wird das Geld gekürzt.

Wie kann ich Freispiele kaufen

Auf meinem Account stand Echtgeld!!!!!!!!!!!

Hoffe sie haben jetzt eine Lösung 😡

Hello

Kubo and iWildCasino representatives!

I looked at the game logs again, and if they had immediately deducted my money, I would have won €350. I would have won exactly that much, since I bought free spins on Retro Sweets for €163 and won a lot!

And hours or a day later over 40000€ at sweet Bonanza

Hallo

Kubo und iWildCasino Vertreter!

ich habe die Spiel Protokolle nochmal angesehen und hätten sie mir das Geld sofort abgezogen auf 350€. Hätte ich genau so viel gewonnen da ich um 163€ Freispiele bei Retro Sweets gekauft habe und viel gewonnen habe!

Und stunden oder einen Tag später über 40000€ bei sweet Bonanza

Hello kubo and iWildCasino representatives

The money is back in my account but I can't withdraw it. I hope this gets sorted out 😊

Can I also play or can I only cash out then?

Hallo kubo und iWildCasino Vertreter

Das Geld ist wieder auf meinem Account aber kann es nicht abheben ich hoffe das klärt sich noch 😊

Kann ich auch spielen oder nur auszahlen dann?

Dear Kubo and aquayurgort,

We are pleased to acknowledge the receipt of a positive decision.

While our perspective on this matter may differ, out of the utmost respect for the esteemed Casino Guru team and their invaluable expertise, we have made the decision to credit the withheld funds.

We sincerely appreciate the patience of the player and extend our deepest gratitude to the Casino Guru team for their exceptional support and dedication in resolving this issue.

Best regards,

iwildcasino representative.

Hello

But I can't withdraw, or will that take some time?

Greetings

Hallo

Ich kann aber nicht auszahlen oder dauert das noch?

Grüße

Can be closed

Kann geschlossen werden

Dear aquayurgort,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo