IWCasino - Refusing to credit welcome bonus

RESOLVED
posted on May 30, 2016.

I wish to complain in regards to the lack of welcome bonus from the IW... i saw they were highly recomended here so deicided to give them a go ... On a deposit of 100 euros i noticed i did not get my welcome bonus.. i messaged live help and was advised that the bonus would be released in increments.. I was then messaged to say i would not be recieving the welcome bonus as it is not available in my country ...

i attach the screen shots of the t&cs which do not exclude Malta. I also attach a screen shot from this site which also states the bonus is available... i tried to raise this as a complaint with the site but was shot down...

i have now asked the site to close my account but feel i was mislead... they should either return my deposit or pay me the bonus as far as i am concerned.

posted on June 3, 2016.

Dear fb_101­568­878­573­40451,

I am sorry to read that you didnt receive an good and friendly information from our service team.

Can you please send me your username or e-mail adress which you use for iwcasino. You can send it by mail to [email protected] I will clarify it with our service team and our casino manager and get back to you as soon as possible.

Best regards

Rene
Affiliate Manager
iwcaduno.com

posted on June 4, 2016.

Details emailed to site

posted on June 6, 2016.

Dear fb_101­568­878­573­40451,

I sent you an e-mail to explain the problem.
The problem was an communication problem internally.
Unfortunately we changed the bonus conditions some days ago and restricted Malta.

Due to an internal Problem some of our colleagues from the Service-Team, including the Affiliate-Team didn´t receive the info about the new bonus conditions.

As told you before I wrote you an e-mail what we can offer you as compensation

Best regards

Rene
Affiliate Manager
iwcasino.com

posted on June 6, 2016.

Firstly thank you for your email today..

I would like to address a few points.. I fully accept the timescales in regards to reopening my account as I realise this is out of your control.. I will not however accept your offer of $25 dollars and your rationale as this only equates to a 25% bonus.. I quote email from casino

"I have now double checked with our Risk-Team and it seems that we have changed our bonus conditions and restricted the country Malta due to Management decision.

Unfortunately there was a communication mistake internally so not all of our Service-Team Member have received the new bonus info.

At the end it was our mistake."

Not only did I receive the incorrect information from a service member but also the affiliate of which I have posted evidence, But most importantly the terms and conditions.. At no point does Malta show as excluded.. I would like to also note that the information displayed on site and affiliate still doesn't recognise Malta as an excluded location. I feel IW are changing the goal posts here..

I await your response

AskGamblers
posted on November 13, 2016.

The complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give this case one more try and help both parties involved to reach a satisfactory resolution.

posted on November 14, 2016.

I would like to note I have emailed the casino over the last 4 months and have not once received a response..

My account was never reactivated as was promised and comminucation with the casino has completely ceased hence the reason I have asked Ask gamblers to reopen the case

posted on November 15, 2016.

Dear fb_101­¬56­8¬8­78¬­573­¬40451

Can you please let me know when exactly you have send an e-mail to our service team?
Unfortunately we can´t find any e-mail.

Sorry, but our offer with a 25€ bonus is more than fair. As you have not fulfilled the wager requirements for your first deposit bonus. To receive the 100% bonus you need to wager the deposited amount 30 times (when you play slots) to receive the new customer bonus.

Again, I am sorry that you didn´t accept our bonus offer. We only can include a 10€ free spin offer for the slot game Starburst.

Best regards

Your iwcasino-Team

posted on November 15, 2016.

Firstly I must note that I have sent many email to Rene regarding this issue to compile all the dates will take me time. This chain clearly ends asking for a reply but it seemed you preferred

Seconly I feel that you have you have thread through this chain before commenting

I dont believe you have understood my complaint as I had no issue with the playthrough of your bonus.. The problem arose due to the fact that I was not offered any type of bonus proir to my started to wage I quote

"I have now double checked with our Risk-Team and it seems that we have changed our bonus conditions and restricted the country Malta due to Management decision.

Unfortunately there was a communication mistake internally so not all of our Service-Team Member have received the new bonus info.

At the end it was our mistake."

I was then offered 25euro and promised my account with be reactivated within 7 days.. I rejected the 25euro bonus but still asked for the account to be reactivated within 7 days and we would have continued to discuss this rather than one party ignoring the other..

I must note that to use the wagering playthrough as a means for not paying the full 100% is very shady of yourselves as this was never a possibility for me because if i had met it i would have still been here to complain as you wouldnt have credited the bonus... This complaint chain and the complaint with your service team was started prior to my deposit being spent..

If the casino can credit 25 euro and the spins on starburst as promised then even though I still feel I was mislead (and they are now changing the goalposts).. I will consider the matter resolved.

posted on November 17, 2016.

Dear Sir,

Many thanks for your feedback.
We have already credited your Account with the 25€ bonus amount.

We have also reactivated your account from our side.
You need to follow the following steps to reactivate your account:

1) Log in with your user details
2) Confirm that you want to active your account and set the limits
3) After a waiting period of 7 days (security conditions) you will be able to use your account normally.

As discussed the 25€ are already on your Account.
This amount has to be staked 5 times in the Casino before a payout will be possible.
Please send me a short e-mail as soon as you have full access to your account and we will credit you with the 10€ freespins as well.

Best regards



Rene Hartl
Affiliate Manager

posted on November 17, 2016.

I will update askgamblers after the 7 days has passed

Many thanks

posted on November 21, 2016.

Hi,

just a short update.
We have credited your Account with the 10€ Freespins as well.

You Account will be active again on the 23rd of November.

Best regards


Rene Hartl
Affiliate Manager

posted on November 21, 2016.

Thank you Rene..

I will ask AG to close the complaint as resolved once I am able to log in.

Many thanks

posted on November 23, 2016.

Oh what a surprise yet another barrier.. in all the time this complaint has been open you didn't think to advise that actually you weren't going to unlock the account on the date you stated as you are now requesting my documents..

This is becoming farcical it like the casino are on purposely trying to wind me up.

Do not close thenough complaint as the account is now locked again but this time it's a different hoop to jump.

I'll update in due course how disappointing

posted on November 23, 2016.

Hi,

many thanks for your new Feedback.

I am really sorry but due to security reason and also due to the gaming law we need to verify all customers.

Don´t know on which platforms you are gambling normally but we are trying to have the highest security standard for all our customers.
When a customer close his account (without any specific reason) and wants to reopen it, he needs to wait 7 days and verify his account.

Sorry that you’re a not happy with our security standards.

Best regards



Rene Hartl
Affiliate Manager

posted on November 23, 2016.

A headsup on thisale rene would have been the polite thing to do.. I mean it's not like you haven't had the opportunity. . I quote you from a previous reply

1) Log in with your user details
2) Confirm that you want to active your account and set the limits
3) After a waiting period of 7 days (security conditions) you will be able to use your account normally.

I have no problem sending off the document I have a problem with your slack and substandard care for your customers.. and I truly hope future prospective customers read this complaint and totally avoid your company. .

AG please do not close this thread as I do not yet have access to the account..

posted on November 25, 2016.

Hi

many thanks for your Feedback.

Due to our security management, we have our 7 day waiting period and need to verify the account as soon as someone has set or ordered a self-exclusion and wants to reopen his account.
From our point of view this is one of the best method to avoid gambling addiction in the industry.

We sincerely apologize for the inconvenience this may have caused. Thank you for your understanding and your patience.

Best regards


Rene Hartl
Affiliate Manager

posted on November 25, 2016.

Firstly Rene I do not appreciate how you keep changing what you are saying as i quoted you from my previous reply.. you havent acknowledged what you said about waiting 7 days then being able to use the account as normal.. Secondly i did not ask for a self exclusion i asked for the account to be closed due to yourselfs not adhering to your commitment to customers.. theres is no debate over that.. The point is that you SHOULD have told me these documents would be required during this 6 MONTH complaint thread.. You have been totally unreasonable and placed as many barriers as possible.. and i quote this inital problem is a "PROBLEM YOUR END" to which you have admmitted.. if common sense prevails you would not have said after 7 days you will be able to use the account normallly.. what you SHOULD have said was after 7 days we will then require you to send futher doucmentation .. How you cannot understand why this would annoy customers is beyond me .. But hey you the professional right and who cares about the customer..

I have sent my passport and copy of utility bill.. You ask for a copy of my bank confirmation with SWIFT/IBAN but i deposited using a credit card.. and am unable to find this information on my credit card statement.. You also have asked for a picture of the back of my ID.. Using a british passport i do not understand what the picture of a red cover will enable you to confirm my indenity as there is no information placed here..

Please respond answering the questions i have asked and not with a preset template about how security conditions mean i must wait 7 days..

posted on November 25, 2016.

AG please close this complaint.. I have access to the account ..

Although i am having to deal with livehelp as the spins on star burst are not showing when the game loads..

I am sick to death of dealing with this casino and there ridiculous exucuses and barriers

I must also note my disappointment that this is a casino you certify.

AskGamblers
posted on November 25, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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