PAB in progress I Wild Casino story

[degerardo]

Hey guys before I start. I did put this into non bonus as its related to a bonus but after-bonus issues with non bonis issue

Here is the story with their emails:
BIG WARNING to the players about iWILD Casino!
We had an account with them for some time and we need to WARN all the players, every player of how they operate!!!
We had deposited cash with a bonus added.. After the wager was met, the remaining balance was only 1x of the deposit+bonus. In their Terms it is stated that maximum withdrawal is 5x bonus gained which is within the rules and their terms and conditions!!! NOW! Trick and LIE is here!!! Withdrawal was not made!!!
Another day, we used the COINS we gained from playing and bought 10 Euros as a little bonus. We did win more than 5x - it was 140 Euros. Wager was MADE, BONUS FROM ACCOUNT MENU was gone, BALANCE remained 140 Euros!!! We withdrew it.. We have got an email saying:


"We inform you that your withdrawal payment in the amount of 140 EUR has been cancelled by the iWildCasino Financial Department. We inform you that the amount of 90.2 EUR has been debited from your game account, according to the bonus rules 1.4: 1.4 All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal. In your case you can withdraw 10 EUR x 5 = 50 EUR"

I said alright, we went back to the casino and used 50 Euros (AFTER DEDUCTION) and won 300 Euros!!! RIGHT AFTER WINNING, our account was LOCKED and we have got this message email, when we asked WHY, whats going on:

"We are writing to inform you that, following a thorough review, your account with us has been closed for bonus abuse. This decision has been made by our administration in accordance with our terms and conditions. As part of this process, any remaining balance in your account has been deducted. This action was taken in line with our policies and the specific circumstances related to your account."

The THING is... after wager bonus, BALANCE IS NOT, again NOT cleared, or DEDUCT after wager is done , it is held in the balance all the time... until you lose it or made withdrawal - when made withdrawal - then, THEN IT IS DEDUCT and if you win some from left over, ACCOUNT GOT LOCKED???

GUYS, Stay away from this SCAM casino!!! This is all truth, plain, straight to the face and as you can see, how they operate with LIES of the BALANCE.. STAY AWAY at all COST!!! IT CAN and it WILL happen to you guys as well soon or later!!! OUT OF THE BLUE like they did to us!!!
So fk 50 Euros, or 300 Euros + pending 200 Euros - THIS IS NOT ACCEPTABLE!

 

[mulven]

Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

When you bought money with the coins, was it a bonus shop thing?

I think when they reduced your balance to 50EUR you were supposed to re-withdraw it but they didn't imply that hard enough and you played with it.

If you play with bonuses and cash them out immediately when you win you won't run into any issues like you have. Altacore are really annoying when it comes to withdrawal limits and withdrawals timing out etc but they do pay it all out eventually. Obviously you shouldn't be penalised for playing how you did but there might have been some confusion and instructions from them that weren't clear or relayed at all.

 

[degerardo]

Yeah I was playing with that 50 after deduction. There was no any bonus ongping or anything. There is nowhere saying you have to withdraw. So I have played, won 300 on a game and just 1min after, it log me off and it got locked. With 200 pending and 300 remaining balance.
Totally bad. Never ever ran into this on any casino. I think they do that to the players they win many times or win big.
Id say, STAY AWAY FROM IWILD forever!
Just dont sign in.. as this is unpredictable at any time. So it can happen any moment you hit big win.. yeah. Stay away of it guys!

 

[mulven]

Yeah I was playing with that 50 after deduction. There was no any bonus ongping or anything. There is nowhere saying you have to withdraw. So I have played, won 300 on a game and just 1min after, it log me off and it got locked. With 200 pending and 300 remaining balance.
Totally bad. Never ever ran into this on any casino.

I just withdraw immediately after finishing with a bonus as a general rule of thumb, unless i barely broke even then I'll at least try and double my deposit.

Most sites do not have bonus rules persist through completion but some do so it is easier to err on the side of caution. Those that do tend to clearly state that they do and usually make use of the word "persist" but there are a bunch that don't make it as clear.

I think they do that to the players they win many times or win big.

I don't have the full context obviously, but from what you've said it's pretty silly you got accused of bonus abuse. I'll just say that as someone who used 98% RTP slots, optimal max win/stake combinations for bonus caps, big bets in cash and almost always used bonuses with my deposits when I played at their sites, I was not accused of bonus abuse and always paid out (slowly).

If you took both our behaviours and asked someone which fits the profile of bonus abuse more, no one would pick you.

 

[degerardo]

Yeah thats the thing.. ive been with them for like a year. Never had a problems. Always the same, same games of BTG, Hacksaw.. to play. No bonus buys, no more than 1 stake..
The game play was exactly like this:
Deposit 50, got 90% Map bonus. 35x wager on both combined was complete with remaining 240 balance. Made it rounded to 200 and placed withdrawal yesterday 12.March.
Yesterday while pending 200 withdrawal, I have used that coins buy 10 Euros. Wager is 50x. I have comoleted it with 140 euros balance. No bonus remaining in the account, no pending bonus, or funds. So I made withdrawal of 140. They have sent me the 1st email. They deduct 90 and leave me with 50 balance and 200 pending. Which I understand. But a lie is there, that the balance is not updated and its only updated once you lose all or made withdrawal request.
After email I have pmaued and hit big win on Hacksaw of 300 on stake 0.20.
When this win came, my account went locked. It log me out and Ive received the 2nd email out of blue..

I dont see ANY RULES TO BE BROKEN. OR EVEN ABUSED!!! WHAT A A$$ CASINO IS THAT?!

 

[degerardo]

If there is a way to PAB that will be great. How do I do that pls?

 

[mulven]

If there is a way to PAB that will be great. How do I do that pls?

You would go through the submit complaint button at the top of the page, read the rules and make a ticket.

 

[GourdFollower]

Hello @degerardo,

Just a friendly reminder that as you now have an active PAB, our Player Arbitration Policies and Procedures require that you refrain from posting in public while we assist you with your complaint.

Thanks for your cooperation.

Regards,
GourdFollower
Casinomeister PAB Manager

 

[degerardo]

Absolutely. Ill wait for any updates before I do anything else.
Hope it will be sorted, cause checking back to back, I (Me) did not break any rules.
Only issue was on their side. Clear the bonus after sucess wager, they did not remove the balance, and they state in TC that it will be done once withdrawal is placed, which happened, but after my win from remaining balance came, they lock it. Including my pending 200. Anyway. Lers see how they stand to it. They are very super bad in replies, I did not get any since. But after PAB, I did not contact them again. Ill wait
Thanks a tons guys!

 

[GourdFollower]

Hello @degerardo,

This:

cause checking back to back, I (Me) did not break any rules.
Only issue was on their side. Clear the bonus after sucess wager, they did not remove the balance, and they state in TC that it will be done once withdrawal is placed, which happened, but after my win from remaining balance came, they lock it. Including my pending 200. Anyway. Lers see how they stand to it. They are very super bad in replies, I did not get any since.

is exactly the sort of thing I was talking about when I said:

our Player Arbitration Policies and Procedures require that you refrain from posting in public while we assist you with your complaint.

Please do stop.

Regards,
GourdFollower
Casinomeister PAB Manager

 

[mulven]

Hello @degerardo,

This:


is exactly the sort of thing I was talking about when I said:



Please do stop.

Regards,
GourdFollower
Casinomeister PAB Manager

You guys should probably consult a psychologist for a foolproof bit of copy to use for that rule, something with certain buzz words that make the brain pay attention, so many people don't manage to adhere to it