Dear Casino Guru,

Last night (the 5th of April), I was playing some slots on iWild Casino. I was playing The Dog House Multihold and struck a lucky bonus round, where I won €84.85 (424x).

However, when I returned to the base game, the amount was not credited to my account. Instead, an error popped up, stating that I had to restart the game. So I did. I was again returned to the bonus round, which was resolved for the same amount. Again, I returned to the base game, and I was not credited the amount I won.

I instantly reached out to live support. They asked for the betting round ID from my game history, which I could not retrieve as the data displayed on my Game History-page is incomplete.

Here, I've selected dates 05.04.2023 to 06.04.2023 - clearly, some bets are missing between 05.04.2023 23:51:26 and 06.04.2023 01:24:48.

When I select 06.04.2023, these entries appear, clearly proving I was playing The Dog House Multihold at the time the issue arose.

The two bets on The Dog House Multihold you see, are bets I made just after the bonus round was resolved, to see if that would fix my account balance.

Be aware, that since I'm in Denmark and iWildCasino operates from Ireland, the game history is 2 hours behind my local time.

I asked live support if it was okay to continue playing, while this issue was being resolved. They confirmed that this was in order - I cannot prove this part, as iWildCasino won't give me transcriptions of conversations I had with their live support (even though they're obligated to, and have this information available, under the data protection law).

iWildCasino finally sent the game round for review, and they state the following:

"We have reviewed the rounds and inform you that the rounds have been automatically canceled as the rounds have been postponed. According to the rules of paragraph 12 of the bonus rules of the casino, the transfer of bonus rounds is prohibited: 12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited."

This is not true, as I resolved the bonus round at the same moment I won it. My guess is, that they interpret the fact that the game gave me a server error, and prompted me to restart the game, as "postponement", which I think is unfair.

I have no way to prove through my Game History that I made this bet, as the data is incomplete on the casino's part, but there are some bets missing from my history.

I hope this can be resolved, as I'm a bit frustrated with the lack of help and understanding on the casino's part.

I'll be happy to provide further information and help in this matter.

Dear Madskillz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that without any record of your win in your game history, we can’t proceed further with this case as it would be close to impossible to confront the casino.  

Meanwhile, please check our article explaining "How slot machines are programmed" http://www.kpvfaw.com/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Hello Petronela,

Thank you for the response.

I've received confirmation from iWildCasino that I did in fact place a bet on 2023-04-05 23:57:01. I have that on email, would that be sufficient proof?

They write:

"We inform you that your rounds have been checked. As a result of the check, delaying of the game round was found. The difference between the bet in the game and the accrual of winnings is 3 hours. Bet in the game - 2023-04-05 23:57:01 Win - 2023-04-06 03:14:43 The game round has been delayed." I can forward this email to you, if you need it. I do not understand why they state the accrual of winnings is 3 hours though, as the screenshot from the slot clearly shows the round as resolved +2 hours from server time (which is my local time).

However, I believe this is a timezone issue.

I'm in Denmark, and iWildCasino's Game History is in UTC, which means my local time is two hours ahead of theirs. The slot machine in question, The Dog House Multihold, displays the time in local time - I've attached a screenshot to illustrate this point.

This is why they interpret my game round as delayed, when in fact the bonus round was resolved 1 minute and 46 seconds after the bet was placed, if you adjust for local time.

Best regards,

Mads

I've received a response from iWild Casino, that I did in fact place the bet at my local time on 01:57:01, and I have a record on the slot machine, that the game round was finished 1 minute and 46 seconds later, local time.

However, they keep claiming that the game round was postponed and not resolved until 2023-04-06 05:14:43, which is three hours later. This is preposterous as I was asleep at that time, so this must be a server-related issue.

I've attached a screenshot of the email (my full name redacted) from iWild Casino that confirms I placed the bet at the local time I'm claiming I placed the bet.

Best regards,

Mads

Thank you very much, Madskillz, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Madskillz,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Guru and Madskillz,

The decision to refuse to credit funds was made based on the provider's response, which informed us that the round was played on 05/04/2023 23:57:01, while the funds were credited only on 06/04/2023 03:14:43

Having studied this case in more detail, we agree that the situation is strange, therefore we agree to credit this winnings to you. We would like to inform you that this bet was made using the bonus balance, at the time of the glitch you needed to place bets in the amount of 2162 euros in order to pass the wager. Therefore, your winnings of 80.75 euros are credited to the bonus balance with a wager of 25x.

Additionally, you have already been notified by a letter about the accrual of winnings to your balance.

Thank you very much for a satisfying resolution of the above case. I’ll look forward to play on iWild going forward ??

Best regards,

Mads

Dear Madskillz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

www.kpvfaw.com