Complaint #106 iWild Casino

IWild Casino - Terms and Conditions on the fly

By Andrew M.

1 year ago

Message on forum

Earlier today I received an email from iWild Casino in regards to an offer of 60 free spins with 1 simple condition, that I place a vote for them here at askgamblers.com for the Best Casino award.

I began my bonus spins with some great wins which eventually led to me winning $28 CAD. I then changed games and really started getting some big wins eventually accumulating in excess of $550 CAD, but I was totally aware that I would not be able to withdraw this amount and that there would be a limit on the funds which I could end up with.

As anyone would do, I visited their Bonus Terms page and found that a "No deposit bonus" as it was described in the email would be limited to a withdrawal amount of $150 CAD. Though I thought this was all very clear as written in their Bonus Terms page when I reached approximately $500 CAD (I had also been keeping an eye on the progress % on my profile in the bonus tab) I got a message on screen that stated I had finished the wager requirement and that I would be left with $60 CAD and the rest would be discarded.

When I contacted customer support I questioned the agent regarding my issue and their response was that this bonus was different and that some higher-ups decided that the withdrawal amount for this bonus was different, and no they did not have this listed in their Bonus Terms or anywhere on the site for me to read. I find this dishonest and unfair. The email which I will provide a screenshot of, clearly states it is a "No deposit bonus" which is clearly written out on their Bonus Terms page as a maximum withdrawal of $150.

I apologize if my grammar is not the greatest as I never really excelled in English class as a French immersion student. But I hope my complaint is clear. Making up terms of bonuses on the fly while there are clear terms listed for such situations on the website for everyone to see is unacceptable.

Do I regret voting for iWild Casino to win this award, no I don't regret it. I enjoy their site very much and hope to continue enjoying it for years to come, but I don't agree with this and I don't think anyone else would agree with it either.

Thanks for your time,

Andrew

Disputed Casino iWild Casino

Reason Bonus terms violation

Amount $150

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

roo1871

• Nova Scotia

1 year ago

Dear AskGamblers Team,

It is with great pleasure I would like to report that with your help, this matter has been fully resolved with the funds being credited to my players account at iWild Casino.

As players, we are blessed to have an un-biased 3rd party mediator in the online casino space such as yourselves and I want to thank you for everything that you do.

Thank you,
Andrew

roo1871

• Nova Scotia

1 year ago

Dear iWild Casino,

I truly appreciate your commitment to fairness, transparency, and exceptional gaming experience. I'm very pleased with this result, and I look forward to continuing a mutually beneficial relationship with you guys for years to come.

AskGamblers

• Support Team

1 year ago

Dear @roo1871,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

iWild Casino Complaint Stats

Resolved 54 / 54

Avg. Amount $3,143

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

iWild Casino Complaints

See all complaints for this casino

Delay of KYC verification

KYC verification is taking way too long to complete and like many others I have had to resort to submit my complaint here in order to get things moving (just read all the other complaints, it's the only thing that gets things resolved otherwise they will just stall till the end of time and many players will lose patience and lose their winnings).

Basically started with April 10, requested a withdrawal of 286 euros, (why did it let me when I hadn't done KYC yet?) anyway they emailed me same day and said that ; that the withdrawal is paused and that I gotta complete KYC but they actually cancelled the withdrawal not just paused it (thus making it possible for a player to play with the balance while kyc is being worked on) , then I sent them all the stuff on april 13, then they wanted more so I sent more on april 16 then on april 17 they said;

Dear Player,

Your documents have been successfully received and sent for review. We appreciate your patience and understanding while we process your verification. You will be immediately informed via email as soon as there are any updates.
Thank you for your cooperation.

Best regards,
KYC Team
iWild Casino

and then nothing since then.. and cant request a withdrawal at all...
and then on april 23 I sent an email to kyc team and they didnt reply at all..
live chat just says; I think they are dealing with a large number of requests.

Resolved

€286

They closed my account and dont want to pay 500 USD

They closed my account and never planned on paying me my 500 USD i spoke with them in chat and they said my withdrawal will be processed shortly I should have looked closer at the reviews I emailed them and support chat they said no KYC was needed but possibly but they never even gave me. A chance to verify

Resolved

They refuse to give me my money

They canceled my withdrawals 5 days after, without notifying me.

I had to send them a message to support to tell me about the KYC.

They requested that I complete KYC. I've sent them all the requested documents, as Passport picture, a copy, and a selfie holding it in front of their website.

6 days pass, and they dont send me an email or contact me. I text their support again, and they say they want my selfie again. I've sent them multiple selfies with all visible, clear, and correct.

After 3 days, I tried to contact them to see where we are. No one answers me. I've tried multiple devices and browsers, and they blocked me in their live chat.

Also note that I've never received any email or been contacted by their KYC team, and they tell me they sent me an email, but I only receive multiple offer emails from them and nothing from the KYC team.

Now that I have no way to contact them since they blocked me through their live support, I have to add my complaint here, so please help me get my money.

I have 1120 euros in the account

Resolved

€1,120

Missing funds from my account iwild casino

My funds suddenly disappeared from their website. 788 usdt (689 eur)

Website is iwildcasino. I have contacted their customer support and no one seems to care or to be helpful.

4 days have already passed. Apart from the chat I have also emailed them to their support department as mentioned in the last screenshot I have attached. I have received no answer.

Resolved

$788

Sudden Account review