iWild Casino DE - プレイヤーの賞金の一部が没収されました。

Hello, after I had a bonus win of 5700€ in my account today, I was only credited a ridiculous 100€ in comparison to the main win. All bonus conditions were met. I had already contacted support, but unfortunately, it was unsuccessful.

It would be great if you could look into this. Thanks in advance!

Hallo, nachdem ich heute einen Bonusgewinn von 5700€ auf dem Konto hatte, gab es für mich nur im Vergleich zum Hauptgewinn lächerliche 100€ gutgeschrieben. Es wurden alle Bonusbedingungen eingehalten. Der Kontakt zum Support hatte ich bereits gesucht, aber dieser war leider erfolglos.

Wäre Klasse, wenn ihr da mal drüber schauen könntet. Danke im Voraus!

Dear rako91,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me the screenshot or link to the bonus you played with? Was it a free, no-deposit bonus, or a match bonus?

Have you passed the full KYC verification?

Has the customer support explained to you why your winnings were capped at €100?

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, the bonus is the second deposit bonus on the website. My documents have been submitted for the KYC procedure.

I will send you the screenshot.

Hallo, bei dem Bonus, handelt es sich um den zweiten Einzahlungsbonus der Website. Für das KYC-Verfahren sind meine Unterlagen eingereicht.

Die Screenshot sende ich Ihnen zu.

The screenshots cannot be uploaded here. Could you please send me an email address where I can upload the screenshots? Thanks.

Die Screenshots lassen sich hier nicht hochladen. Könnten Sie mir bitte eine Email Adresse zukommen lassen, auf der ich die Screenshots hochladen kann? Danke.

I am now also KYC verified.

Bin nun auch KYC-Verifiziert.

Thank you for the screenshots. Can you see your big win in your gaming history? Please send me the screenshot of your gaming history showing the winning bet in question at veronika.l@casino.guru. Please include all the other evidence that could be relevant to the investigation (other screenshots, chat transcripts, or email conversations with customer support) as well.

Hello,

I have sent you everything by email.

Hallo,

habe Ihnen alles per Mail zugeschickt.

Thank you for your email. I apologize, but the screenshots you sent don't provide enough evidence of your €5700 win. To move forward, please contact the casino's customer support via email and request your gaming history in Excel format from the date of your winning. When you receive the gaming log, please forward it to me at veronika.l@casino.guru.

Dear rako91,

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.