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Good morning, at Iwild Casino, I reached an amount of 650 euros while playing with a bonus. When I made a withdrawal, they deducted the excess bonus amount, leaving me with 124 euros. After everything was regularized, I had that clear balance. I played and reached an amount of 800 euros. I made a withdrawal of that amount, and once again, they said it was not possible because I was playing with a bonus, and they deducted almost the entire 800 euros, leaving me with 124 euros once again. They claimed it was due to the bonus criteria, even though this had already been applied during my first withdrawal.

Bom dia, no Iwild Casino, eu cheguei ao valor de 650 euros estando a jogar com bonus. Ao fazer a retirada, eles me retiraram o excedente do valor de bónus e fiquei com 124 euros, já com tudo regularizado, fiquei com esse mesmo saldo limpo , joguei e cheguei à quantia de 800 euros, fiz retirada desse valor e mais uma vez eles disseram que não foi possível porque estava a jogar em bónus e retiram quase os 800 euros, ficando mais uma vez com os 124 euros, dizendo que era dos critérios do bónus, sendo que, já me tinha sido aplicado isso na primeira reirada.

Dear telmomvmp,

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. 

• Have you received any notification when the wagering of the bonus you activated and played was complete?
• Do I understand correctly your winnings were capped twice, first after completing wagering of the bonus, and then after playing more with the leftover balance?
• 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

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

Hi Tomas,

First of all, thank you for the quick response.

I spoke to them and they replied that I would only be able to withdraw the 124 euros, regardless of my winnings, because that is what was stipulated in the bonus, it was the excess of the winnings that they would withdraw from me, until I made another deposit without a bonus. Yes, I was continuing to play with the 124 euros that they put on my balance after withdrawal, which value was always related to the bonus.

Olá Tomas,

Antes demais, obrigado pela resposta rápida.

Eu falei com eles ao qual me responderam que eu iria só poder levantar os 124 euros, independentemente dos meus ganhos, porque é o que estava estipulado no bónus, era o excedente dos ganhos que me iriam retirar, até fazer outro depósito sem bónus. Sim, estava a continuar a jogar com os 124 euros que eles me colocavam no balanço após a retirada que ao qual esse valor estava sempre relacionado com o bónus.

Thank you very much, telmomvmp, 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, telmomvmp!

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!

Thank you Pavel!

Obrigado Pavel!

Dear Casino Guru and telmomvmp!

We appreciate your patience and understanding regarding this issue.

We need more time to investigate the issue.

Please be assured, we are working diligently on this and will update you as soon as possible.

Best regards,

iWild Casino

iWild Casino, hello! Has there been any update?

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 Casino Guru and telmomvmp

After a thorough review of the game's history, we have decided to change our decision.

We have therefore decided to restore the amount of €675.6 to the player's account balance.

This decision ensures the fairness and transparency of our operations, reflecting our commitment to provide a positive gaming experience.

Respectfully,

iWild Casino Representative

We are extending the timer for one more week because the casino team is now on conference and they cannot reply.

Thank you, iWild Casino Representative!

telmomvmp, please, let us know if you will withdraw your funds or continue playing with them.

Good morning, I have already canceled the account, too many restrictions/limitations for the player.

Thanks in advance to you, Casino Guru, for your promptness in resolving this situation/clarification.

Really all of you, from administrators to users, have been excellent in responding and clarifying my situation, however simple. I feel safe because of you when I want to check casinos because I know you are excellent at what you do.

Thank you for everything and keep up the excellent work!!!!

Bom dia, já cancelei a conta, demasiadas restrições/limitações para o jogador.

Agradeço desde já a vocês, Casino Guru, a prontidão que houve para a resolução desta situação/esclarecimento.

Realmente vocês todos, desde os administradores a usuários, foram excelentes em responder e clarificar a minha situação, por mais simples que fosse. Sinto me seguro por vocês aquando quero verificar casinos porque sei que são exímios no que fazem.

Obrigado por tudo e que continuem com o excelente trabalho que tem feito!!!!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, telmomvmp, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru