iWild Casino - プレイヤーの撤退が遅れています。

Yesterday just received 15 free spins bonus without deposit . I was the last year VVIP at this casino with extreme amounts of deposits. I’m playing for 3 years with no issue never . Yesterday I made fun with bonus and made 210€ . After completing the wager I’ve got deducted my balance at 30€ as maximum winning amount of the bonus terms . ( 180€ removed ) . Then I had 30€ real balance funds . With my 30€ real

balance funds , I haven’t withdraw them as real balance . I still played and made them 220€ real balance funds . I asked for withdraw and they deducted my balance again at 30€ as cancelled my withdrawals . There is no rule or anything about .

Dear panosmpouz,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing.

To better understand your situation and assist you effectively, could you please provide some additional details?

• Could you send me a screenshot, a link, or a promotional email showing the free spins you activated and played with? You can send it to my email at [email protected].
• After your winnings were capped, were the €30 winnings transferred to your real-money balance?
• Have you contacted customer support to inform them that your winnings were unjustly capped twice?
• Did you play with any new bonus after you finished wagering your free spins?

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

Best regards,

Veronika

Hello , here are the screenshots of the bonus mail.

. I’ve made finished a wager of 774.79 €. After finish I had balance 210€. They removed the balance as they said the maximum withdrawal balance is 30€. ( -180€) as I had 30€ available for withdraw at my "balance" and not at bonus balance. I preferred to try my luck at slots as I had balance funds. I made it 224€ and I asked for withdraw 220€ . Today I’ve got cancel with that error email after complain with chat about the balance it was balance funds and not bonus funds. They said about rule no7 which is about the bonus balance .

thank you for the help appreciate it .

• Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

Please request the casino to send you the gaming history in Excel format, starting from the moment you activated the free spins, up to the moment you requested your withdrawal of 220€, and then forward it to me at [email protected].

Thank you for your cooperation.

• wagering have been completed and they reduce my balance at 30€ as it was bonus terms etc . ( -190€) after that clicked the pop button that said to claim 30€ as real funds.
• after that the 30€ was available to be withdrawal and it appears at "balance" section and not at "bonus balance"

I will request them for the excel you asked for . And when I receive them I’ll send you the email . Appreciate it

Sent you an email with photos that telling that they can’t provide us gaming history .

Please request your gaming history from the email support, not live chat agents. Thank you for your cooperation.

I’ve sent them email at support . But haven’t got reply yet .

Thank you very much, panosmpouz, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

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.

Dear iWild Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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 Pavel and panosmpouz,

We will submit a request to the relevant department on this matter.

As soon as the information is received, we will provide it to you.

Best regards,

iwildcasino representative.

Dear Pavel,

We would like to inform you that the matter has been reviewed by the relevant department with the aim of reaching a fair resolution.

It is confirmed that the funds were initially withheld in accordance with the maximum withdrawal limit applicable to the bonus previously claimed by the player. However, as a gesture of goodwill and with full respect for Casino Guru's involvement, we have reassessed the case and decided to return the withheld funds to the player's account.

The amount has now been credited, and the funds are currently available to the player.

We appreciate Casino Guru’s assistance in helping to resolve this matter.

Best regards,

iwildcasino representative.

Dear iWild Casino,

thank you for the reconsideration!

Dear player, please, confirm that funds are in your account and if you are going to withdraw them!

The funds are in my balance from the time that casino reply ! That’s true . I’ve asked for withdraw . When the withdraw be done successfully I’ll let you know . Thank you appreciate it .

Thank you!

Following that the withdraw completed successfully ! Thank you !

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear panosmpouz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel