iWild Casino - El saldo del jugador desapareció.

I played the last time this morning at 05.02 according to the course of the game and had a balance of 951 euros!!! At the same time I have 2 payout requests of 400 euros each that have nothing to do with the amount!!! Logged out, then problems logging in hours later despite saved browser data and complete credit gone!!! I would have gambled away all my money although I can prove that it's not like that!!!

Habe heute morgen um 05.02uhr laut spielverlauf letztesmal gespielt und hatte ein Guthaben von 951euro!!! Gleichzeitig habe ich 2 auszahlungsanfragen von je 400euro die mit dem Betrag nichts zu tun haben!!! Ausgeloggt, dann Probleme beim einloggen Stunden später trotz gespeicherter browserdaten und komplettes Guthaben weg!!! Ich hätte mein komplettes Geld verspielt obwohl ich wiederlegen kann das es nicht so ist!!!

Dear mueller80,

Thank you very much for submitting your complaint. I am sorry to hear about your problem. Allow me a few questions so I better understand the situation.

Could you please advise if you can access the login history for your account and game history for your account? Did you contact casino support about your issue? What did the casino support say? Did you achieve your balance using bonuses or not?

I’ll look forward to your reply.

Best regards,

Tomas

Hello, I can definitely access the game history! And I contacted the support more than once, they told me to clear my cache, which I must have done 4 times! I signed up with my laptop and my wife's cell phone! The last action on all devices was January 1st, 2023 at 5:02 am with a credit of 951 euros! I just checked again and didn't have any game history on 01/02/23!!! The support does not react at all to photos I have sent!!!

Hallo, auf den spielverlauf kann ich auf jedenfall zugreifen! Und den Support hab ich mehr als einmal kontaktiert, die sagen ich solle meinen Cache leeren, was ich bestimmt 4mal gemacht habe! Hab extra mit dem Laptop mich angemeldet und dem Handy meiner Frau! Letzte Aktion auf allen Geräten war der 01.01.23 um 05:02uhr mit einem Guthaben von 951euro! Hab dann eben nochmal geschaut und habe am 02.01.23 keinen spielverlauf!!! Der Support reagiert überhaupt nicht auf Fotos die ich mitgeschickt habe!!!

No, I did not achieve my winnings through bonuses, I deposited 25 euros via paysafe card and won 1000 euros! I then had 2x 400 euros paid out because the maximum payout amount is 400 euros! I then won the 951 euros with the remaining 200 euros that I was forced to leave as credit!!!

Nein ich habe meinen Gewinn nicht durch Boni erreicht, habe über paysafekarte 25euro eingezahlt, damit 1000euro gewonnen! Hab mir dann 2x 400euro auszahlen lassen weil maximaler auszahlungsbetrag 400euro ist! Die 951euro hab ich dann mit den restlichen 200euro gewonnen die ich mir als Guthaben stehen gelassen habe gezwungenermaßen !!!

Thanks, mueller80 for your answer.

Would you be able to send me the game history of your account from the time when you asked for the two withdrawals until now? Please send it to tomas@casino.guru You can attach also all the relevant communication between you and the casino regarding the issue.

I'll be looking forward to your reply.

I just checked again, but unfortunately it doesn't show up!

Habe jetzt grade nochmal nachgeschaut, wird mir leider nicht angezeigt!

So the period is not clear to me! Can only track until 12/30/22 12:16 a.m., I requested the payouts around 5 p.m

Also der Zeitraum ist für mich nicht ersichtlich! Kann nur bis 30.12.22 00:16uhr nachverfolgen, die Auszahlungen hab ich beantragt gegen 17uhr

No idea how or where I can check the rest of the history

Keine Ahnung wie oder wo ich den restlichen Verlauf überprüfen kann

I asked the support to send me a complete list of the gameplay for the period 12/30/22 to 01/01/23 but they don't go into it at all!!!

Ich habe den Support gebeten mir bitte eine komplette Auflistung des spielverlaufes für den Zeitraum 30.12.22 bis 01.01.23 zukommen zu lassen aber da gehen die überhaupt nicht drauf ein!!!

Furthermore, I have asked for the log to be sent to me for the period in question, also without success!!! I really didn't gamble away the money and I've never heard of the game where it was supposed to be gambled away in my life!!!

Desweiteren habe ich darum gebeten das man mir bitte den log in Verlauf für den besagten Zeitraum zukommen lässt, ebenfalls erfolglos!!! Ich habe das Geld wirklich nicht verspielt und das Spiel wo das mit verzockt wurden sein soll hab ich in meinem Leben noch nie gehört !!!

mueller80,

Would you be able to send us the communication between you and the casino regarding the issue? Please forward it to tomas@casino.guru. Please understand that without any evidence it is difficult for us to confront the casino.

Thank you for your message. Would you be able to download the game history and forward the file to tomas@casino.guru?

Please note that if according to the game history, you played down the winnings, there is nothing we can do to help you, unfortunately.

I'll look forward to your reply.

Dear mueller80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I CANNOT DOWNLOAD MY GAME HISTORY!!! ON REQUEST WHETHER IWILDCASINO PLEASE SEND ME THE COMPLETE GAME HISTORY AND THE COMPLETE LOGIN HISTORY BECAUSE I CANNOT ACCESS THIS, THERE WAS NO RESPONSE AT ALL!!! HAVE ASKED YOU SEVERAL TIMES, BUT ALSO HAVE WRITTEN TO YOU SEVERAL TIMES!!! IWILDCASINO WILL NOT SEND ME GAME HISTORY OR LOG IN HISTORY!!!

Sent from my iPhone

ICH KANN MEINEN SPIELVERLAUF NICHT RUNTERLADEN!!! AUF ANFRAGE OB IWILDCASINO MIR BITTE DEN KOMPLETTEN SPIELVERLAUF SOWIE DEN KOMPLETTEN LOGIN VERLAUF ZUKOMMEN LASSEN,KANN WEIL ICH NICHT DARAUF ZUGREIFEN KANN, WURDE GAR NICHT REAGIERT!!! HABE MEHRMALS NACHGEFRAGT, HABE ICH IHNEN ABER AUCH SCHON MEHRMALS GESCHRIEBEN!!! IWILDCASINO SCHICKT MIR WEDER DEN SPIELVERLAUF NOCH DEN LOG IN VERLAUF!!! 

Von meinem iPhone gesendet

I'm starting to feel really pissed off! Do you actually read the emails I write completely?!?

Ich komme mir langsam richtig verarscht vor! Lesen sie die emails die ich schreibe eigentlich komplett?!?

Thank you very much, mueller80, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Many Thanks

vielen dank

Dear mueller80,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite iWildcasino to join the conversation.

Dear iWildcasino,

Can you please provide some information regarding the player's withdrawal delay? Please forward the player's full game history and any other relevant evidence to michal.k@casino.guru

Finally someone who understood my problem!!! Many thanks for that!!! And again, I didn't gamble away the money or I certainly wouldn't be starting a rip like this!!! It really can't be that something like that can happen, not with the best will in the world

Endlich mal jemand der mein Problem verstanden hat!!! Vielen lieben Dank dafür!!! Und nochmal, ich habe das Geld nicht verspielt sonst würde ich bestimmt nicht so einen Aufriss hier starten!!! Das kann echt nicht sein das sowas passieren kann, beim besten Willen nicht

Hasn't the casino got back to you yet???

Hat sich das Casino noch nicht zurück gemeldet???

What happens if the casino doesn't respond to your email? Do they just get away scot-free?!?!?

Was passiert eigentlich wenn das Casino auf ihre email nicht reagiert? Kommen die dann so einfach ungeschoren davon?!?!?

Dear mueller80,

I understand your frustration, but the casinos have 7 days to reply. You need to please understand that the casino has thousands of customers and it takes some time to reply. So far we had good communication with iWildcasino, so let's stay positive that we would be able to sort your issue out. I can only ask you to be patient for now and I'm sure the casino will react.

Hi guys, this is either some kind of mistake or intentional misinformation on the part of the player.

We see that the player made bets and lost this balance. We have the whole history of his games, and of course we can confirm it to the Guru. Moreover, the player even used bonuses after he lost the balance, which again indicates that there was no problem, and the person calmly played for his own pleasure.

What a lying story that is!!! Then please send the complete GAME HISTORY as well as the log in History!!! What's the problem if you can refute everything?!?

Was für eine verlogene Geschichte das ist!!! Dann schicken sie bitte den kompletten SPIELVERLAUF sowie den log in Verlauf!!! Wo liegt denn das Problem wenn ihr alles widerlegen könnt?!?

And I usually play for my own pleasure, who doesn't?! And what bonuses should I have used and when??? Please refute your accusations!!!!GAME HISTORY AND LOG IN HISTORY PLEASE!!!

Und normal spiele ich zu meinem eigenen Vergnügen, wer tut das denn nicht?! Und was für Boni soll ich wann benutzt haben??? Bitte widerlegen sie ihre Beschuldigungen!!!!SPIELVERLAUF UND LOG IN VERLAUF BITTE!!!

Dear iWildcasino,

Please forward the player's full game history and any other relevant evidence to michal.k@casino.guru

Game history sent.

I would also like a copy of my game history!!!

Ich hätte gerne auch eine Kopie meines spielverlaufes!!!

And preferably from the log in history

Und am besten vom log in Verlauf

Thank you for the response, iWildcasino. We have received the evidence.

Dear mueller80,

We have received evidence that there was usual gameplay on your casino account even after your claimed time of January 1st, 2023 at 5:02 am. Can you please confirm the last game you played before you allegedly logged out and did not play anymore?

May I see the evidence too, please?!

Darf ich denn die Beweise auch bitte einsehen?!

Dear mueller80,

As per our company policy, we are not allowed to share any confidential information.

I have asked the casino if they are able to do this as a lot of casinos can provide this to the involved players. The decision, however, is up to the casino.

Anyway, Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator. As previously mentioned we have received the evidence and as an independent party from the evidence provided we are forced to agree with iWildcasino's decision.

I swear to god if i had enough money for a lawyer i would go to court with it!!! Don't you find it strange that they don't want to send me my GAME HISTORY?! But now someone can look forward to their commission!!!😉

you're all under the same blanket!!! Don't pass on any confidential information to the person who got the whole thing rolling?! It's about my account that was paid for by my money! I assumed something like this from the start! Shove the 951 euros in your damn a*** you a***!!! I'll still make it public wherever I can!!! In this sense, have a nice life and have fun with the money! Everyone gets what they deserve at some point!!!

(the original message was edited because the user used forbidden foul language)

ich schwöre bei gott wenn ich genügend Geld für einen Anwalt hätte würde ich damit vor Gericht gehen!!! Finden sie das nicht merkwürdig das man mir meinen SPIELVERLAUF nicht zukommen lassen möchte?! Aber da kann sich ja jetzt jemand auf seine Provision freuen!!!😉

ihr steckt doch alle unter einer Decke!!! Keine vertraulichen Informationen weitergeben an die Person die das ganze zum rollen gebracht hat?! Es geht sich um mein Konto das von meinem Geld bezahlt wurde! Bin eh von Anfang an von sowas ausgegangen!!! Schiebt euch die 951euro in eure verdammten ä*** ihr a***!!! Ich werde das trotzdem publik machen wo immer es mir möglich ist!!! In diesem Sinne noch ein schönes Leben und viel viel Spaß mit dem Geld! Jeder bekommt das was er verdient irgendwann!!!

(the original message was edited because the user used forbidden foul language)

Dear mueller80,

I understand your frustration, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.

Furthermore, I have to warn you that this kind of language, won’t be tolerated and one more attempt to verbally attack or intimidate any Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players, and we have zero tolerance for such behavior.

I ... it***!!! Lying H*** what you are!!! I certainly didn't threaten or try to shy anyone!!! This is based on facts!!! I can't get my own GAME HISTORY based on confidential information!!! You are handicapped!!!

(the original message was edited because the user used forbidden foul language)

Ich s***!!! Verlogener H*** was ihr seit!!! Ich hab bestimmt niemanden bedroht oder versucht ein zu schüchtern!!! Das basiert auf Fakten!!! Ich bekomme meinen eigenen SPIELVERLAUF nicht aufgrund von vertraulichen Informationen!!! Ihr seit doch behindert!!!

(the original message was edited because the user used forbidden foul language)

Dear mueller80,

As you have again used rude and abusive language we will reject your complaint. You have been warned that this kind of language, won’t be tolerated and one more attempt to verbally attack or intimidate any Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players, and we have zero tolerance for such behavior.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

Although we will now Reject your complaint and you will be banned from our website we still wish you nice rest of the day.