iWild Casino, Snatch Casino Support and Complaints Thread

Do not close the complaint until the money is withdrawn, I will make a deposit and see how they withdraw my money.

Hey pozark77, 

The thread will always remain open. This is an official "iWild Casino Support and Complaints Thread" on LCB. 

i made a deposit but they don't want to pay I warned you dear forum they steal deposits and cheat players where is this representative this deceiver and thief I do not ask, I demand to blacklist this casino

respected players who plays in this casino block accounts immediately This casino does not pay players money they steal your deposits they are thieves and swindlers

Respected forum,I will explain everything to you i made a deposit as they asked,i asked can i make a deposit bitcoincash she replied that I can make a deposit and withdraw a day when i made a deposit it turned out I can't withdraw my money,have you read the forum make a deposit and withdraw money?the e are his words?

please blacklist this casino.is it justified now?they steal deposits from players,I already told you about it you didn't believe now do you believe

Hello pozark77, 

Have you recently made another deposit trying to confirm your cashout method or are you referring to your old deposit? 

I made a deposit via bitcoincash, before the deposit I asked in the chat they will withdraw money to this system they wrote yes,now they write that they do not withdraw to bitcoincash,need to make another deposit from another system now write,now you understand that they steal money

Hello! 

Please write your email at iWildCasino. we will solve the problem and withdraw your money.

[email protected]

my mail

I don't understand why you ask for my email if you know her well

again we wait a week until the representative answers, then he will write that you need to make another deposit and disappear again for a week,dear forum invite the representative one more time,If we don't resolve the issue today, please close the thread as unresolved.

thank you very much for your help dear forum

Hello pozark77, 

We understand your frustration but we all get the point, you are frustrated and annoyed. We assure you that your concerns will be solved as iWild Casino has stated they will withdraw your money. So please be a little patient and don't be so harsh. Once the case gets resolved, simply move on. No need to bash this Casino Brand anymore as your request will be fulfilled. 

money was withdrawn Topic can be closed as solved

thank you very much for your help dear forum

Great news! We hope that there will be no more problems. Always glad to answer any of your questions!

Have been trying to withdraw from iwild for 5 days now. Asking for impossible information for verification. I've provided them everything but my login details for my banking app. They've since stopped responding. Chat refers me to finance, finance don't answer 🤦🏻‍♀️

Hello Danielle Davis,

Can you send us please your Casino Username via private message, so we can get in touch with Casino Representative in order to help you?

I have sent a PM. Have attempted to contact them today again via Chat, KYC and Support. no responses via email, and chat said to email... 

Hi Danielle Davis,

Thanks for sharing credentials with us. We will notify Casino Representative in order to help you regarding your concern. Please keep us posted.

Hello Danielle Davis,

Still without any update from the Casino. We will send a reminder email in hopes that we will get some proper information regarding your case. Please keep us posted.

Hi Danielle Davis,

We are still waiting for some feedback, and the Casino is unresponsive thus far, but we won't loose our hope so we will be persistent. Keep an eye on this thread.

Hello Danielle Davis,

We will send a reminder email. Keep you posted.

Hello Danielle Davis,

We received a response from casino representative and this is what they said: 

"The player has successfully completed the account verification process within the established time limits.
Further, he was asked to choose an alternative withdrawal method, due to the fact that the method he had chosen was not available at that time.
He canceled the withdrawal and did not use any other withdrawal methods."

Hey Danielle Davis,

Did you manage to get your funds? Any updates?

Hey Danielle Davis,

We will mark this case as resolved supposing that you have received the funds.

I have a gaming account with I will casino on which i have made 3 withdrawal request of 400 Euro each on 30th June 2023. On 3rd July one request got successful and money received in my Muchbetter wallet after some time other 2 transactions also showing completed but nothing credited to my wallet. Today is 19 th July and i don't received anything till now. I tried to contact iwild but no response for my email and chat support saying contact Muchbetter because it's completed from there side. When I contacted muchbetter they are saying they don't receive anything.

Plz help

Hello Javish16,

Could you please provide us with your Casino Username via private message so we can reach out to Casino Rep in order to help you with this matter?

Thank you in advance.

Hello Javish16,

Thank you for sharing your account details with us. We will ping Casino Rep in order to help you with this matter.

Keep you posted.

Thank you.

Today on 21st July atlast I got reply for iwild after 21 days and it is just painfully stupid response. They saying they are waiting response from my service provider. There is only Muchbetter wallet in between casino and me . Muchbetter already said nothing received and they always respond in just 2-4 hours. So if iwild said transactions got successfully completed. Plz send me proof of payment but I know they are not sharing because nothing sent from the casino they are just stalling my withdrawal request.

Hello Javish16,

We still haven't received a response from their side. Once we hear back we will inform you. Until then please keep us informed if You get some proper information regarding this matter.

Thank you for cooperation.

No response from iwild till now and my grievance is still pending.

Hello Javish16,

We have sent them a reminder email in hopes that we can get an answer in shortest possible time.

Keep you posted.

My withdrawal got processed and money received in my crypto wallet. Thanks iwild and LCB.

Hello Javish16,

We are so happy to hear that you received your money! 

We will mark this case as Resolved.

Hello, got promotion email on 18 dec from Snatch, saying I can get some free spins, but there was nothing in my profile. I went to live chat, but agent said offer is expired. I'm kinda confused how it expired after few days. Just want to make sure that it's true from represantative. Kinda cruel doing like that especially in day before my birthday 

Hello Dragon21,

Live chat support agents are also casino representatives, and one of their responsibilities is to correctly inform players about the casino's promos.

Anyhow, please send us your casino username or ID via private message so that we can double-check.

Thank you!

Hello Dragon21,

Thanks for sharing your casino credentials with us.

We will reach out to a casino representative.

Keep you posted.

P.S. Since it is a holiday season, expect a delay in response.

Dear Dragon21, 

Sometimes it happens that a bonus can be time-limited, unfortunately, that was the case in your situation but we are very sympathetic and want to treat you on your birthday so we have added the free spins to your account. Please claim them and use them to have fun. Happy Birthday! 

Thank you very much for that. I appreciate your loyalty

Hello Dragon21,

We will mark this complaint as Resolved.

Hi everyone,

I have an issue with iwild casino.

Few days ago I made deposit and used their christmass bonus and free spins.

I played for few days and cleared bonus and free spins playthrough, in that moment I had like 220 euros on my account. In that moment casino had deducted my balance and taken like 120 euros from it, because winnings from deposit bonus and free spins are set to 100 euros, so, they have taken 120 euros from my balance..

I continued playing with remaining 100 euros, and made some winnings with money cleared of any bonuses. I have tried to make withdrawall of 400 euros after that, but they have again taken 300 euros from my account saying, that I can only withdraw 100 euros. So they have taken money once, and it is ok. Now they are taking it for second time, and it is not ok. Also, game history that they have on their website is incomplete, so I cannot find a moment when they deducted money for the first time.

Can anyone help me with this problem?

Hello milan,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Thanks for a quick response,

Point is, that they are trying to take my money twice. They have already taken them when I achieved playthrough, now they want to do it for second time.

Hello milan,

Thanks for sharing your casino credentials with us!

We will reach out to the casino representative.

As it is the holiday season, expect a delay in response.

Ok, here is a mail transcript from their support::

Thank you for contacting our iWild Support Service.

We have checked the information since you received a winning from free spins, its maximum amount is 100 euros. This amount of 100 euros has been transferred to your real balance. But also this amount (100 euros) remains with a limitation after it has been transferred to the real balance. If you use these funds and continue to play, the amount will be debited since this winning has a limit of 100 euros. 1.3. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be charged to players in accordance with the bonus policy.

I do not argue about bonus policy, but when they have taken my money first time, i finished with any bonuses, then my remaining 100 euros became real money as visible iin screenshots below. So they applied bonus policy once, and they want to apply it again, on real money balance. All my winnings are made with real money balance and there is no restrictions on cashout made with real money, everything is seen on screenshots. Also there is no section on restrictions on real money winnings, so once I completed a bonus, I was left with 100 euros real money, without any restrictions. Another thing, when they gave me back 100 euros after canceling my withdrawall, they left 0.18 euros that I have had on my account, so it is another proof that it is real money now again, and that I can play as much as I want, lose it or winn with it, without any restrictions.

It is also seen that their game history is limited on 500 spins only, so I can't have a moment when they have taken money from my balance first time.

Now, I have requested my game history and account history to be send me by e mail, we will see if they will send it.

In the end, it is not about money, it is about fair gaming, and this is not fair as I see it

Again, one more response from support.

When I asked them via e mail to send me my game and account history, because one on their website is incomplete, I get this answer :

Thank you for contacting our iWild Support Service. You can view the history of games in your profile on the website in the “History” section, and you can also find the history of games in the slots you have played.

On screenshot bellow you can see that their game history is limited on 500 spins per day, and Account history does not include money that they are taking away from players with they so called Bonus policy, that more and more looks like a fraud policy. They are using it to pump up their win percentages and in fact they are letting players win some money, and then take their money away under sa called Bonus policy that they are applying as many times as they want. No one knows how many money was taken from players and they didn't ask about it.

I asked them again to send me my full game and account history.

Another round of fraud, now they are asking me for exact game ID.

I asked for full game history, and full Account history from 23.12. until 27.12.

What is unclear there?

All information is stored in your game history (including each round ID, exact date and time).

Unfortunately, we cannot check your round information without the name of the game, the exact date and time, and the ID of the bet you are talking about.

This information is necessary so that we can forward it to the appropriate department for the check.

Hello milan,

Thank you for updating us!

We are working on it.

Keep you posted.