Тема обсуждения поддержки и жалоб на казино iWild и Snatch.

Still dont have my money back, after a ton of mails and a lot of talks with the support i start thinking this is a scam they made to me, 400 bucks lost for a scam i cant belive it

Dear Patricio Miguel Martín Méndez,

We've sent another reminder to the casino rep. If they respond at any time, we will let you know.

ok ty so much, really

Dear Patricio Miguel Martín Méndez,

Since we never heard back from the casino reps, we would need to close the complaint due to the casino's unresponsiveness.

If they respond at any time, we will reopen the complaint.

Thanks for your understanding.

are you kidding?

Dear Patricio Miguel Martín Méndez,

We are doing our best to assist our members, but unfortunately, sometimes casinos do not respond, and there's not much we can do in those cases.

We have reached out and sent another reminder through their support and here's what they say:

We received your email. As soon as our managers review and process your request, they will immediately inform you.

Hopefully, this time we will get a response. Thank you for your patience.

Dear Patricio Miguel Martín Méndez,

Unfortunately, there was no response from the casino despite our numerous attempts to find out more about your case. We will wait a few more days, but if we do not hear back, we will unfortunately have to close the complaint due to the casino's unresponsiveness.

Thank you for understanding.

Dear Patricio Miguel Martín Méndez,

I want to extend my sincerest apologies for the delay in responding to your inquiry. Your concerns are important to us, and I am here to ensure that you receive the assistance you need. To proceed further and provide you with the best possible support, could you kindly share the email address linked to your gaming account via a private message? This will allow me to access your account details and address your query more effectively. Thank you for your understanding and cooperation.

Snatch Casino Representative

I have been playing in IWILD for some years and yes - they do have this rule about max withdrawal. I found out myself at the moment of withdrawal as well. In some casinos you are allowed to play ad win more than max amount set interms after wagering. But here no - all you can do with outstanding amount is play them to collect coins and exchange them in store. 

Hello Minmu01,

Could you please provide us with more information? Your deposit didn’t appear in your account, or what exactly is the issue here?

Thank you for your cooperation.

Deposit to account according to the amount that the casino sets the size
50 €/100 € I deposited more than 50 € but it's not a problem for me, it's missing only 3-4 € I tried to send the receipt, it shows only 50 € For that reason I will not deposit a second time. Currently I am looking for options on the casino. Recommended.

Thank you for your clarification, Minmu01. Should you need any assistance, we're here.

Please note that IWild Casino is luring customers to vote for them by offering them free spins for LCB Awards 2024. Please look into the matter. If possible disqualify them.

Казино: iWild Casino

Дело №: 2653

Dear smkanchan,
Thank you for taking the time to pay attention to our activity in the LCB Awards 2024 voting. We truly appreciate this discussion and would like to emphasize that our customers’ opinions are of the utmost importance to us.
We always strive to maintain an open and honest relationship with our audience. Offering free spins is part of our efforts to draw attention to this important event and thank our players for their loyalty and support. This is a common practice in such initiatives, which allows us to create additional motivation for our users without breaking the rules.
We believe that the reputation of IWild Casino is formed due to the quality of our services, and the participation of our customers in the voting is an expression of their sincere trust and sympathy towards us.
Thank you for the opportunity to clarify our position! If you have any additional questions, we will be happy to answer them.
 

Top Casino top Support 

❤️ I love este casino 

Dear smkanchan,

We appreciate you sharing your concerns. Every casino has its own unique way of announcing and promoting its nomination for the LCB Awards, but at the end of the day, the final decision on the winners rests solely with our team of judges. Similarly, when it comes to the Member's Choice Awards, it is entirely up to each player to decide which casino they believe deserves their vote.

Feel free to participate in the voting process and choose the casino that you feel best represents your experience. Thank you for your understanding and support, and we truly value the input of every member in this process.

Перестали играть слоты за бонусные средства

Сумма убытков: 4400руб

Казино: Snatch Casino

Дело №: 2692

Hello VladimirV,

Could you please let us know if you need any assistance?

Thank you.

Dear VladimirV,

Could you please elaborate on the issue you are facing with the Snatch Casino so we could be able to assist you?

Thank you.

Translated version of the complaint sent to us via PM:

Hello! The problem is that I deposited funds into Snatch Casino with a bonus, started playing, and spent the real money. The bonus money remained, but the bonus money is not playing/working.

Dear VladimirV,

Could you please let us know which specific bonus you claimed? We have informed the casino rep about your complaint, but please keep in mind that due to the holidays, their response might be delayed. 

Please keep an eye on this thread for further updates.

Thank you for your patience.

Dear VladimirV,

Thank you for providing the additional information. We have forwarded them to the casino rep and will update you as soon as we receive their response.

Ich habe vor zwei Tagen 30€ mit dem angegebenen Tagesbonus eingezahlt und es wurde von meiner Bank abgebucht aber nicht auf mein Casinoguthaben. Ich schrieb mehrer Emails an die Abteilung und bekomme jedoch keine Antwort. Der Live Kundendienst sagt immer nur ich solle warten und das ist eine sehr große Frechheit zumal es immer mit den Einzahlungen funktioniert hatte. Vielleicht geht es ja jemanden genauso und hat vielleicht einen guten Rat diese Problematik zu lösen.?

Сумма убытков: 30€

Казино: iWild Casino

Дело №: 2731

Two days ago I deposited €30 with the stated daily bonus and it was debited from my bank but not from my casino balance. I wrote several emails to the department but got no reply. The live customer service always just tells me to wait and that is a huge cheek, especially since the deposits have always worked. Maybe someone else has the same problem and has some good advice on how to solve this problem?

Dear Farkes32,

We have received your complaint and informed the casino representative about it. Please note that the rep is currently away due to the holidays, so there might be a delay in their response.

Thank you for your patience.

Dear Farkes32,

We haven’t received a response from the casino representative yet, as they are currently away due to the holidays. We kindly ask for a bit more patience while we await their reply. In the meantime, do you have any updates on your side?

Thank you for your patience.

Ich habe immer noch kein Geld erhalten von meinen beiden Einzahlungen und ich bin sehr enttäuscht, wann ist denn der Vertreter wieder da um Einzahlungen vom 10. Oktober und vom 27. Dezember zu bearbeiten?

I still haven't received any money from my two deposits and I am very disappointed, when will the representative be back to process deposits from October 10th and December 27th?

Hello Farkes32,

The casino rep is back and looking into your case. Please keep an eye on this thread for updates.

Thank you for your patience.

Dear JovanaV and Farkes32,

We inform you that the above-mentioned funds have been successfully credited and used on the balance.
We thank LCB representative for cooperation. If you have any other questions, we will be happy to answer them.

Best regards,

iWildcasino representative.

I didn't get paid I got 20 free games I rolled 40 times the winnings and I made a deposit I met all the conditions

Сумма убытков: 150€

Казино: iWild Casino

Дело №: 2853

Dear kaloyan aleksiev,

Can you provide us with a bit more information?

• Is this your first time playing at iWild Casino?
• Is your account verified?
• Have you contacted the casino's live chat support regarding this?

Also, please note that their T&C states:
14. The maximum allowed amount for withdrawal which 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 deducted from the player’s balance in accordance with the bonus policy.

We have contacted the casino representative, so please keep an eye on this thread for further updates.

Thank you.

the account was not verified, I did it after that 150€ for withdrawal waiting for 4 days you wait and finally I received an email that my account is being deleted there was a duplication of the ip address

Hi kaloyan aleksiev,

Did the casino contact you?

We still haven't received an answer from the rep. We will send them a reminder. Keep you updated here in the thread.

Hi VladimirV,

We haven't heard back from the casino rep yet. Do you have any updates about your case? 

Dear kaloyan aleksiev,

We inform you that our anti-fraud team has detected duplicates of your accounts. In this regard, your account has been closed by the administration's decision for violating the "Terms and Conditions" rule:

2.6. When creating an account, your personal data must be accurate and, where necessary, kept up to date, such as name, email address etc. You're not allowed to create multiple accounts: only 1 account per person. You're not allowed to create an account for any other person, family member, address (mail or IP), email or device. Any other accounts besides your main iWildCasino account are considered duplicates. The Casino reserves the right to block multiple accounts without notice.

- all bonuses, free spins and winnings that you received by using this account will be canceled;

- the Company has the right to confiscate deposits that were made with a duplicate account. Any of your accounts (both main and duplicate) can be used to withdraw deposits;

As part of this process, any remaining balance in account has been deducted. This action was taken in line with our policies and the specific circumstances related to user's account.

Best regards,

iWild casino representative

Dear njanam,

We would like to inform you that this user's account has been closed for violating the rules. Our anti-fraud team has found duplicate accounts of this user, and therefore it has been closed by the administration's decision due to a violation of the site's "Terms and Conditions". Thank you for your attention and assistance in resolving this issue.

Best regards,

iWild casino representative.

Hi VladimirV,

Since we have not received a response from the casino regarding your case, nor any update from you, we will mark this complaint as CLOSED.

Thank you for your understanding.

Ich hatte vor einem halben Jahr Geld eingezahlt und es ist immer noch nicht da, ich habe trotz allem an Beweis zur Abbuchung und den Kontakt zu meiner Bank nur zu hören bekommen vom Support,, das ist gut und wir warten auf ihre Bank ‘‘ doch meine Bank erstattet nicht das Geld zurück, da es eingegangen sei aber nicht auf meinem Konto erschien

Сумма убытков: 25€

Казино: iWild Casino

Дело №: 2899

I deposited money half a year ago and it's still not there. Despite all the proof of the debit and contacting my bank, all I've heard from support is "that's good and we're waiting for your bank" but my bank won't refund the money because it was received but didn't appear in my account.

Dear Farkes32,

You had this complaint from December 29, 2024, regarding your two deposits that were not credited at the time. However, the casino rep responded that the mentioned funds had been successfully credited and used on your balance. We haven’t heard back from you since then.

Could you please clarify which specific deposit this complaint refers to and the exact amount in question? Also, could you send us a screenshot via private message showing your bank statement as proof of deposit?

Thank you for your cooperation.

Dear Farkes32,
We inform you that the financial department has conducted an investigation regarding this situation. At the moment, we have received information that all unsuccessful transactions should be returned, if there was a write-off, usually within a few working days the bank returns the money back. If you had write-offs that were not returned, then we ask you to send payment receipts/bank statements to our email or contact the live chat and provide them. We will double-check the information with the providers in more detail. At the moment, all successful transactions have been credited to the balance.

Best regards,

iWild casino representative.

Since we have a response from the casino rep and haven't heard back from the member, we will consider this case RESOLVED.

Hello. I have deposited 5k on 5000.00 2025-03-07 19:09:12 Bank Transfer My money has stil not arrived in my casino account, during the weekend I had chat with support teams they told me your money wil arrive in 24 hours I said oke I can wait after 24 hours stil no money in my casino account, I have started again chat with support team they told me we have escalate your issue to the kyc department to check and the kyc department is not available in weekend, they are working on Monday from 9 o'clock, I said oke no problem and today my money was stil not arrived in my account I have send it many emails to the kyc department no response, I have called my bank they said your money has successfully processed from our side better you call to casino payment provider, I have started again chat with live support and they told me this which I have submitted the screenshot of chat history, this matter is important to use and I need help about this I have submitted all documents the bank statement and chat history, thank you in advance Kind regards, Wali19

Казино: Snatch Casino

Дело №: 3015

Hi Wali19,

Thanks for sharing your experience with LCB members and sending your account details.

We have forwarded them to the casino rep. Once they reply, we will let you know here on the thread.

Dear Wali19 and njanjam

Thank you for reaching out to us. We truly appreciate your patience and understanding in this matter. Our finance department has reviewed the situation with this deposit once again. Unfortunately, as we mentioned earlier, the transaction is still in the status of "Awaiting confirmation." We understand how sensitive this matter is, and please rest assured that as soon as we receive any new information, we will promptly update you. We truly appreciate your continued patience, and we are grateful for your understanding.

Respectfully,
Snatch Casino Representative

Ich habe bis jetzt nichts vom Casino und weder noch von meiner Bank zurück erhalten, da diese Überweisung getätigt wurde von mir gibt die Bank es mir nicht zurück.

Ich bin auf jeden Fall sehr enttäuscht über diese Handlung von ihrem Casino.

I have not received anything back from the casino or my bank yet, as the transfer was made by me and the bank is not giving it back to me.

I am definitely very disappointed with this action from your casino.

Hi Farkes32,

Thank you for reaching out to us!

Please send us your casino username via personal message so that we can contact the casino rep and check your account.

Hello. My deposit is still not credited to my account, today is 5 business days which is maximum time form to be arrived every deposit,  I am very disappointed,  the finance department of this casino gives no response,  I am considering way some casino is doing such activities they should resolve all players issues, I am kindly asking from casino finance department to investigate this case and contact the payment provider, 

Kindly regards 

Wali19

Hi Wali19,

We have received an update from the casino representative stating that they are experiencing difficulties identifying the bank transaction, as the funds have not yet been received on their end. They are currently going through their internal procedures to track and verify the payment.

As soon as they complete this process or have any additional information, we will let you know. Thank you for your patience and understanding in the meantime.

Hello. Ninanjam

Thanks for the response,  according to the terms and conditions they money should arrive in 5 bank days which is already passed, and still no feedback from finance department of the snatch casino, I have also contacted the payment provider which is naudapay Limited via email and still no response, today live chat chat agent of snatch casino told me wait until ends of the day we wil process your deposit, I am confused when they have received my deposit way they don't credited my deposit 

Dear Wali19 and njanjam,

Thank you for reaching out to us. We sincerely appreciate your patience and understanding throughout this process.

Our finance department has thoroughly reviewed this deposit once again as of March 14th at 10:00 AM. Regrettably, as we mentioned previously, the transaction is still in the "Awaiting confirmation" status.

We fully understand the importance of this matter, and we assure you that we will provide you with an update as soon as we receive any new information. Thank you once again for your continued patience and understanding.

Respectfully,
Snatch Casino Representative