iWild Casino DE - Spillerens gevinster tages ikke i betragtning.

I've been on iwild for quite a while. Many games, and sometimes even some good wins. The payout process here is very limiting, as only 400 euros can be withdrawn at a time. But this is well-known and something to keep in mind when playing there. Now, to my problem: I played with real money and reached about 3000 euros in credit. Made two withdrawals directly, leaving 2200. Then I played Legacy of Dead, betting two euros, 5 lines. Shortly after, I won free spins and instantly got two re-triggers. The symbols were 10, head, and pharaoh. Game stops...a reload is required. Everything is gone...games, winnings, and about 600 euros, because right after, I went into the chat and was told there were only 1603 euros in my account. Unfortunately, iwild couldn't provide me with game stats or game IDs. From the support and my VIP manager, I only received stupid answers and comments that they couldn't find anything, saying everything was fine. But they also couldn't provide game stats, stating there was an issue. This just can't be right... It's evident that I'm missing 600 euros, but no one can tell me where they went, let alone show me where I supposedly lost them. Very strange, I definitely feel cheated here because they can't show me anything to the contrary.

Ich bin schon relativ lange auf iwild unterwegs. Viele Spiele, auch ab und zu einige gute Gewinne. Auszahlung ist hier sehr hinderlich, da immer nur 400 Euro ausgezahlt werden. Aber das ist ja bekannt und sollte beachtet werden, wenn man dort spielt. Nun zu meinem Problem: ich habe mit Echtgeld gespielt dann ca 3000 Euro Guthaben erreicht. Direkt zwei Auszahlungen getätigt. Rest dann 2200. Dann habe ich Legacy of Dead gespielt, zwei Euro Einsatz, 5 Linien. Nach kurzer Zeit Freispiele gewonnen, auch direkt zwei Verlängerungen bekommen. Symbole waren 10, Kopf und Pharao. Spiel stoppt... Neuladen erforderlich. Alles weg... Spiele, Gewinne und ca 600 Euro, denn direkt danach bin ich in den Chat und mir wurde gesagt, es wären nur 1603 Euro auf meinem Account. Leider war es iwild nicht möglich, mir gamestats oder game-id's zu liefern. Vom Support und meinem VIP Manager nur blöde Antworten und irgendwelche Aussagen, sie könnten nix finden, wäre alles okay. Aber gamestats könnten sie auch nicht liefern, denn da gab es wohl ein Problem. Sowas kann einfach nicht sein... Nachweislich fehlen mir 600 Euro, aber niemand kann mir sagen wo sie sind, geschweige denn zeigen wo ich sie denn weggespielt hätte. Sehr komisch, hier fühle ich mich definitiv betrogen weil sie mir auch nichts gegenteiliges aufzeigen können.

Dear Marcporto123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

• Do you happen to have a video recording or screenshots showing this incident?
• Do I understand correctly you are unable to see the game history in your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Marcporto123,

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.