iWild Casino, Snatch Casino Support and Complaints Thread

Ok they are continuing  to send me sam mails on my simple request

Send me my full account and game history

Thank you for contacting our iWild Support Service.

You can see part of your betting history in your personal account in the "History" section and some games also have a history of the game within the game in the "History" section. This information includes the ID of each round, the exact date and time.

We want to help you, but we need more information to be able to understand the situation. Please describe in more detail the difficulties you have encountered, at what stage you are having difficulties. 

In order for us to check the information, please provide at least approximate information about your round, time, game name and describe in detail how and under what circumstances you encountered difficulties. 

This information is necessary so that we can transfer it to the appropriate department for checking.

Now, in this mail they are confirming that not full game and account history is available on their website. They are pumping their payout percentages by taking player's winnings, and not showing them on their account under their so called Bonus policy. My winnings are recorded in their game history for payout percentage, but they have taken my money under their so called Bonus policy so no actual win for players, just pumping they percentages for gambling commissions.

This is my response to them, asking again to give me my full game and account history

Hello milan,

Thanks for the update again.

We will forward your concerns and update them again.

Keep you posted.

Now they have decided to go silent, because they know that I am posting their answers here and everywhere. They think I will stop after few days, because of New Year, and just decided not to write anything to me. I still have 100 euros on my account there, I will not take it. *** gamblers just approved my review about their possible bonus fraud policy, I will now continue posting on every gamblers review sites

Hello milan,

Thanks for sharing your opinion with us!

We are working on your case, and we reach out to them regularly, even though it is the holiday season.

Hope this gets resolved soon.

Keep you posted.

They do not want to resolve this issue obviously. They think I will give up.

So can you tell me where can I find a link to file a complaint with their gaming license authority, and should I wait some more for that? I have find on their website in terms and conditions email [email protected] but their website does not work.

Also I requested cashout of remaining 100 euro's from my account there, should I cancel that?

Thanks

Hello milan,

Although we sympathize with your frustration, we advise you to have a little more patience. Given the holiday season, it's possible that those in charge of handling complaints are on vacation.

They have a Curacao license, which is regarded as a reliable license, and Curacao Gaming should only be contacted by players when they believe an operator is in breach of their license. All disputes with an operator about a payout, a blocked account, a delay, broken features, and so on, should first be taken up directly with the operator.

So, please give this a little more time.

It is okay that you requested a payout.

Thanks, I hope to hear soon from you or casino representative.

Have a nice NY :)

Thanks milan,

Happy New Year!

Keep you posted!

Thanks milan,

We have sent the reminder to the casino once again, considering that the New Year's holidays have passed.

We hope we will get a reply this time.

Keep you posted.

Hello milan,

The casino representative got back to us and said that they would look into your case and get back to us.

Keep you posted as soon as we get a reply.

Dear Milan!

Thank you for bringing this case to our attention. Would you be so kind as to share your casino ID, so we can check the situation and provide the assistance you need? 

Anna
IWild Representative

I've sent you my casino ID in message.

Still no answer from Casino representative.

We'll send a reminder to the casino rep. Keep you posted. 

Hi Milan,

We sent another reminder to the casino rep asking for the update of your case. Hope we'll get it soon.

Please keep an eye on this topic. 

20 days and still nothing from casino representative. Unbeliavable. Worst casino ever+they do not ewant to deal with this fraud. I should have file a report to Gambling authority as soon as they have stolen money from my account.

Warning players, do not deposit or play in this casino ever!!!! They will steal your money and leave you with no answer or anyone to talk to.

Unbeliavable

I see your point. The casino rep informed us that their management is looking into it and the problem will be solved soon. We'll email them again to check on the progress of your complaint. You are right, it takes too long to be solved. 

Well in 8 days of her contact with me all she has done is asking me for my username once, then after 4 days for my email. I guess she will start looking into it in about 3 months with this pace.

They just do not want to deal with issues they are causing with their fraudelet bonus policy. Unbelivable.

I guess next is that in about 10 days she will ask me for my full name for confirmation so she can look into it. Then in about a month again for my username, and in two months it will be my email adress again, and so on and on and on.....

Unbeliavable, still no word from anyone. 5 days since she asked me for my e mail adress.

it looks like they really do not care if anyone writes here or not

What is a point having forums like this, and even have complaint section when casino's do not care to even answer?

I am waiting from 23rd of december for someone to tell me why did they take money from my account, noone cares obviously, casino's just think they can do what they want. I should have reported them first day to gaming authority.

Hello milan,

We have reached out to the casino representative again.

We are trying our best to assist you. Hope they will respond to us; we are waiting as well and reminding them on a regular basis about your case.

Keep you posted.

It is exactly 7 days, and Casino representative is writing that she will look into it?

7 days before she asked me for my e mail, 12 days ago she asked me for my username, I guess in May she will ask me for my name?

Unbeliavable.

Casino Iwild is stealing money from players accounts, do not play there. And this should be enough for you forum moderators to blacklist this casino, but you will also do nothing. I am waiting from 23rd of December for answer from their support through maills and this forum, nothing, no answer, no black list fro them?

What is this site for then, blacklist them.

Dear Milan,

Upon a thorough review of your gaming history, we found that on December 24th, you were granted two freespin bonuses: one of 26 EUR and another of 22.83 EUR. Initially, you engaged in gameplay using the real balance in conjunction with the 26 EUR bonus money. Subsequently, you utilized the 22.83 EUR freespin bonus, emerged victorious, and proceeded to initiate a withdrawal.

Given that your winnings originated from the freespin bonus, it's essential to highlight that the maximum cashout is capped at 100 EUR, adhering to our terms and conditions. Consequently, a deduction of 300 EUR was applied to your balance in accordance with our established policies.

Sincerely,
iWildCasino

Dear stealers of winnings.and fraudelent bonus policy casino.

First of all it was deposit bonus and I made playthrough, for each bonus and freespins.

Second, you deducted all my winnings over 100 euro's when I reached playrthrough. I continued playing with remaining 100 euro's of money clear of any bonuses and I won 400. So you want to apply your bonus polici twice? Why are players allowed to play with money that are earned after achieving playthrough and after you deducted all money over 100 euro's if it is not clean money? You are just pumping your payout percentages taking people winnings and showing that your slots are giving something.

So, it was deposit bonus, i made playthrough, you deducted everything over 100 euro' once I reached playthrough.

And you want to do it again after I made winnings with clean money?

My money (100 euro's that I continued playing with after I reached playthrough) was real money as I have seen it on my account history)  So, you give me back 300 euro'ss or tell me you will not do it. In case that you do not want to give me my money back, send me my full game and account history from 23rd to 25th Decembe ( I asked for this 20 times over your support)r so I can send this case to gaming authority. Just be clear here and say that you applied your bonus policy twice on my account. And that you are stealing players money applying it whenever you think suits you.

Now I think I will be answered in 7 days again.

They do not want to give my play history because there is a clear momment when they deducted all my winnings over 100 euro's e when I reached playthrough. Then after I played whole day long starting with remaining100 euro's after bonus policy was applied, they want to apply it again, because it suits them. So either you apply it on cashout, or you apply bonus policy when playthrough is reached as you did, you cannot do it twice.

PLAYER'S FRAUD AT IWILD CASINO WITH MISSUSE OF BONUS POLICY, DO NOT PLAY THERE

Hello milan,

We have reached out to the casino again.

Keep you posted.

Yes you did, and she will answer in 10 days.

Now here is what they do. They have ongoing promotion for depositers that includes Bonus money and free spins. So if you activate them after you deposit, max cashout from your deposit is 100 euro's, no matter if you deposite 20, 200, 2000 euro's. and why is this? They are limiting winnings on deposit bonuses and it is unbeliavable. Also if they do not limit you enough they will apply it again on witdrawall. So tell me, if someone used deposit bonus like I did, deposited 1000 euro's, cleaned all playthrough, and was reseted at 100 Euro's? Is this stealing money and missuse of players trust in Bonus policy or what.

They should be blacklisted immidiatelly and reported to gaming authority for bonus fraud and game percentages winnings fraud, because no real money is won when casino takes it away after you have won it.

Unbeliavable, do not play there they have fraudellent Bonus policy!!!!

Still no answer, as said, she will ask me again for my email in about 10 days.

They should be blacklisted only for not answering to players complaints, not to say for stealing money.

Do not play at IWILD casino, they are stealing money right from your accounts, and you will wait for an answer like me for a month.

Warning!!!!!

Fraud at IWILD Casino, they are stealing players money, do not play there.

WARNING FRAUD FRAUD FRAUD AT IWILD!!!!!

Hello milan,

We have reached out to the casino again.

We must mark this complaint as Unresolved because it has been a long time since we first contacted them about your case. Unresolved status negatively impacts their brand image.

If they respond, we will Reopen this case.

Thanks for understanding.

So, it is over a month and nothing happened.

They do not want to answer on clear complaint, you do not want to put them on black list and you have seen everything. What is a purpose? Having lcb when you do not want to tell casino's that are at least unfair to players? Not responding to your efforts for a month? Not responding at all? Stealing players money and not getting blacklisted?

"Unresolved status negatively impacts their brand image" you say? Did you post it anywhere? To at least warn players and put casino under pressure to at least try to resolve this issue?

As I see it, you are acting same as they are, YOU SIMPLY DO NOT CARE ABOUT PLAYERS, YOU CARE ABOUT YOUR "INDEPENDENT REVIEW" PROFITS. Together with them you have taken a over a month from me. I made a mistake thinking you will have any influence to make casino clear this thing. I think you are operating together with them, because they are not having any problems not answering on your efforts to resolve this case.

Hello milan,

These posts are public; anyone looking for a review will find this complaint on www.

Players play at their own risk at casinos. Our reviews only contain information found on their website and their T&C. The fact that some casinos do not respect their own T&C is simply not our fault. LCB often suggests to casinos, when we see rogue and unfair terms in their T&C or their Bonus T&C, that they change or remove them. Sometimes the casinos are willing to change the terms, and sometimes they are not.
 
Regarding complaints, we are mediators between players and casinos. We offer our help to try to solve the complaints that players have with casinos, free of charge.

Most casinos are willing to cooperate, while some unfortunately do not, which is the same thing we mentioned above. They simply do not respond to our emails, do not want to cooperate in the matter of complaints, or prolong the entire process of resolving complaints. Sometimes our hands are tied, and we can't do anything to make a casino willing to cooperate with players' complaints.

Also, many factors influence whether a casino will be on a warning or blacklist with us. Just some of the factors are a large number of complaints, a large number of unresolved complaints, constant non-payment of players, payment delays, unfair T&C, bad support, fake games, etc.
 
LCB never had a problem with placing a casino on a warning or blacklist when needed, but these decisions are not made solely on isolated cases.
 
Thanks for your understanding.

ok, so bassically what you saying is:

You are only player that reported them stealing money and have fraudelent bonus policy so we will not do anything about it, although we see something is wrong?

We will do something when in next 15 years 100 thousand and one player complain?

Unbelivable

Hello milan,

We understand you are frustrated, which is why we will send another final reminder about your case to the casino.

Please see the first post in this thread and see all posts afterward to find out more about iWild Casino, Snatch Casino Support, and the Complaints Thread at LCB.

Regards,

I am not frustrated, I am asking you simple question

When will you take action against casino that do not comply with fair gaming principles as seen in this case?

Never?

In 5 years?

When player report them and they do not want to answer on clear accusation?

Hello milan,

We have reached out to the casino again, and we hope they will respond this time.

Please see the number of complaints and their statuses in the first post in this thread and see all posts afterward to find out more about iWild Casino, Snatch Casino Support, and the Complaints Thread at LCB.

Regards,

No answer again, so clear question again:

Are you going to take any actions against casino's that are obviously do not respect fair gaming policy, as seen in previous posts or not?

Are you aware that casino representative has not log in to your site for 6 days, although you are writing to them.  Are you aware that you are taking casino's site in this matter simply with no acting and not blacklisting them for obvious reasons?

Are you writing to them at all? Has anyone seen any of those e mails?What are you writing to them? Are they aware that there will be cosequences if they do not answer in timely manner? Obviously NO NO NO AND NO

THEY CAN DO WHATEVER THEY WANT, AND YOU ARE PART OF THEIR GAME.

BLACLIST IWILD CASINO!!!! UNTIL THEIR ANSWER AND RESOLVE THIS CASE.

No wonder that casino do not want to reply and resolve cases, when you can not get clear answer on simple question from Forum Moderator.

Unbeliavable, simply fraud everywhere.

Hello Milan,

Please do not use capital letters.

You need to read Casino T&C and Casino Bonus T&C before you play.

Their Bonus T&C clearly states:

1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. 

You cannot play with that money because the max cashout from free spins in €100.

Almost any casino has this rule. Please read T&C before you play.

Your complaint is unfounded. We will mark this case as Resolved.

Sure, why am I allowed to play with remaining 100 euro's?

To pump your numbers to 96% and then you will take my winnings on cashout applying your Bonus policy twice?

First, if that money is restricted after applying Bonus policy once when I reached playthrough, then it must be clearly stated as restricted in Bonus terms and players should not be allowed to play with it at all.

Second, this was no present from iwild casino, it was deposit bonus and free spins, so, if I deposited 1000 euro's, I would still be able to cashout 100? Freaud is that you do not keep your bonus money together, so in the and, always is there bonus money from free spins, amd max cashout of 100 euro's.

Unbeliavable that you are writing in their name, and taking responsibility for casino stealinh my money. What are you, their representative too?

So this is unheard of, I play for 20 years never seen bonus policy applied twice. They can apply it w+either on  achieving playthrough, or on withdrawall, everything else is stealing players money.

Unbelivable, Moderator is explaining to me their IWILD  fraudelent Bonus policy and saying it is nice and good

Unbeliavable

Hello Milan,

Please do not use capital letters.

You need to read Casino T&C and Casino Bonus T&C before you play.

Their Bonus T&C clearly states:

1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. 

You cannot play with that money because the max cashout from free spins in €100.

Almost any casino has this rule. Please read T&C before you play.

Your complaint is unfounded. We will mark this case as Resolved.

Unbeliavable, now, you know what, you should ban me, because I am telling a truth. And just keep beeing IWILD casino representative, go on, tell them to close my account, but I will not be gone, people will know what are you doing together with them.

FRAUD FRAUD FRAUD AT IWILD CASINO, LCB SUPPORTING THEM, READ ALL ABOUT IT HERE!!!!

Hello Milan,

You are banned until further notice.

The complaint is unfounded. We will mark this case as Resolved.

Goodbye and always read the t&c.

i had a problem on my account, bought a bonus for 400 eur but the bonus never played and my money gone pls help

Dear Support Team,

I hope this message finds you well. I am writing to inform you of an
issue I encountered while attempting to purchase a bonus on your
platform.

On 28/06/2024, I purchased a €400 bonus which included free spins for
a slot game. However, despite the amount being deducted from my
account, I did not receive the bonus or the free spins. I did receive
a error message during the transaction, and the bonus was never
credited to my account.

Here are the details of the transaction:

Date and Time: 28/06/24 00:40 am gmt
Amount: €400
Free Spins Package: lockdown spins 5 scatters lowest bet
Account Username/Email: pat**********

I have attached a screenshot of the transaction for your reference.

I kindly request your assistance in resolving this issue as soon as
possible. Please credit the bonus and free spins to my account or
provide a refund for the amount deducted.

Thank you for your prompt attention to this matter. I look forward to
your response.

Best regards,

Patricio Martín

Hello Patricio Miguel Martín Méndez,

Could you please provide more specific details so we can better understand your case? Did you deposit $400 and then claim a bonus?

Thank you.

i purchased lockdown spins on the slot san quentin xways from the provider no limit city for the value of 400 eur

as you can see on the images i bought 3 times but on the provider only appears 2 times cause the game stopped and the bonus never been played but my money gone anyways

Hello Patricio Miguel Martín Méndez,

We contacted the casino rep and inquired further about your case.

Keep you updated on this thread. 

Hello Patricio Miguel Martín Méndez,

Our complaint managers and casino representatives are currently attending the IGB conference in Amsterdam.

Thank you for your patience.

Dear Patricio Miguel Martín Méndez,

We sent a reminder to the casino rep since we haven't heard back thus far. Keep you updated on this thread.