The player from Switzerland faced issues with unclear bonus terms at Casinozer, where his account balance unexpectedly converted from over 200 euros in bonus funds to only 30 euros in real money. Despite having KYC approved and being a VIP member, he was frustrated by the lack of transparency regarding promotional limits and sought a resolution for his winnings. The complaint was resolved by the casino crediting the withheld funds back to his account after a thorough review, acknowledging the need for clearer communication regarding bonus terms.
iWild Casino - Player's winnings are delayed due to unclear bonus terms.
Amount: €100
iWild Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
iWild Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Sensitive attachment
Sensitive attachment
1 month ago
Translation
Dear CasinoGuru Team,
I would like to hear your valued opinion on this experience and, if you agree, I hope you can convince the casino to be more transparent in the future.
I consider Altacore to be a reputable company and use their casinos regularly, especially Casinozer, which is the only casino where I have VIP status.
I've had an account with iwild for a while, but I haven't made many transactions. KYC has been confirmed for a long time, and withdrawals have been successful.
Today, another new promotion came along, and no deposit spins were credited. I'd like to note that I generally only use no deposit offers that have a fair cashout of €50 or more. According to the casino's terms and conditions, this one is €100, and no other limit was specified in the bonus section or in the promotional email.
When I completed the turnover, I was surprised that my account balance of over 200 euros in bonus money was converted to 30 euros in real money.
I'm a bit confused by my previous assessment of the company because I don't think it's reputable.
I asked in the chat where this was mentioned and was only told that according to their terms and conditions you can set the limit for each promotion individually.
What's the point of bonus terms and conditions if you specify different ones for each bonus AND don't communicate this up front? As I said, I'm really surprised and wouldn't have expected this from Altacore. I'm aware that these no deposit offers aren't gifts of love and are intended to motivate players to deposit, and that 95% of the time these can't be used. Nevertheless, I think that where this is successful, you should reward them fairly. If you really do hide a clause like this in the terms and conditions, then the least you can do is communicate this clearly in promotions with different limits. Otherwise, you could theoretically limit each deposit bonus win to 1 euro with such a terms and conditions clause, because it says in the terms and conditions that each promotion can have its own limit?
Furthermore, for all bonuses, any different limits, if any, will be indicated on the bonus page or "daily bonus card" in the terms and conditions.
I hope you agree and find that this otherwise excellent casino is acting contrary to all industry standards and fair play. Perhaps you can convince the casino to act more transparently, in keeping with its positive rating, and pay out my winnings without this uncommunicated limit.
I am attaching screenshots of the promo email and bonus page, which show that no different limit was communicated.
Kind regards
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear hugbearli,
Thank you very much for submitting your complaint. I’m sorry to hear about your disappointing experience with the no deposit bonus at iWild Casino.
To better understand the situation and determine whether your winnings were unfairly limited, could you please clarify and provide the following:
- Could you forward the full promotional email you received regarding this no deposit offer to [email protected]?
- Was the €30 conversion limit mentioned anywhere in that email or in the bonus offer description within your account?
- Could you please confirm whether this promotion was claimed manually (e.g., via bonus code or button) or credited automatically to your account?
- We reviewed the casino’s general bonus terms and found the following clause:
1.1. Maximum possible withdrawal amount from the no deposit bonus: €100 / C$150 / A$150 / NZ$ 160 / 400 z? / R$500 / ?6000 / ￥14000 / 700 DKK / 1000 NOK.
Based on your description, your bonus winnings were limited to €30, which appears to contradict the stated limit of €100 unless a different limit was clearly communicated for this specific promotion.
Your cooperation in providing the requested details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 month ago
Translation
Hello Petronela!
I was happy to forward the email.
Please let me emphasize that I would not have filed a complaint here if the changed limit had been mentioned. As you can see from the live chat screenshots, when I asked the agent where the changed limit was mentioned, he simply referred to the unclear terms and conditions clause.
As you can see in my initial screenshots, you receive the email, log in, and then you get a notification of the spins, which automatically appear under "Bonus" (see screenshot). The next screenshot shows the confirmation when you click on "Activation." You can also see that there's no information about a different maximum limit, not even "hidden" small print, etc.
Correct, the casino's terms and conditions confirm the 100 euros, and the agent refers to clause 14 of the regulations I mentioned, which "allows individual limits for each promotion."
Apart from the fact that this should also be communicated, as I criticized, rule 14 of the bonus terms and conditions states:
"The casino reserves the right to amend the terms and conditions at any time."
So if this provision is intended to make such a change possible, the casino can in future justify a daily withdrawal limit of 1 euro by referring to this paragraph, etc. I understand that a Curacao casino does not have consumer protection regulations like the EU, for example, but this contradicts my belief in fairness and I would also expect a reputable casino to require the user to confirm changes to the terms and conditions when logging in - many casinos do this too.
Since, according to your own principles, you also attach importance to fair play in this industry and that players are not unfairly disadvantaged, I find that the casino here does not adhere to this at all.
Thank you
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Hi,
After the balance was converted from over €200 in bonus funds to €30 real money, did you continue playing, or is the €30 still available in your account?
Thank you.
Public
Public
1 month ago
Translation
I did nothing after that, 30 EUR real money is the balance
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Thank you very much, hugbearli, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Branch Operations Lead
Public
1 month ago
Dear hugbearli,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
Public
Branch Operations Lead
Public
3 weeks ago
Dear iWild Casino team,
Thank you for your cooperation. I am extending the timer by 7 days, please, let me know if you need more time.
Public
Casino representative
Public
2 weeks ago
Dear Jozef and hugbearli,
We would like to inform you that, following a thorough review of the situation and out of respect for Casino Guru’s involvement, it has been decided to credit the withheld funds back to the player’s account, in accordance with the applicable bonus limits.
We appreciate the Casino Guru team’s cooperation and contribution to ensuring compliance and facilitating a constructive resolution.
Best regards,
iwildcasino representative.
Public
Public
2 weeks ago
Translation
Dear CasinoGuru Team,
Dear Iwild/Altacore Team Member,
I am very pleased that the matter has been resolved and I am happy to confirm receipt of the credit.
It would have been even better if you had done this not just out of respect, but also because you shared my view that there was a lack of communication. But I sincerely hope that in the future, you will openly mention this, at least in the promotional emails, if different rules apply. I'm not someone who complains about every little thing, especially not with a no-deposit bonus.
Wishing everyone a nice Thursday and thanks again to CasinoGuru for this platform!
Automatic translation:
Public
Branch Operations Lead
Public
2 weeks ago
Dear hugbearli,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards, Jozef
