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Wildz: The bonus window with the progress is manipulated

Topic created on 03rd Jul. 2023 | Page: 1 of 2 | Answers: 23 | Views: 1,919
AnneMitHerz

The bonus window with the progress is manipulated

3rd Jul. 2023, at 08:12 am CEST#1
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Dear Sir or Madam
I would like to make a complaint about Wildz Online Casino.

On 01.07.23 I deposited 100.00 euros in the casino and chose the 200% balance bonus. So I was able to start with 300€ and during the evening I was able to make a win of 1666,27 Euro. When I then wanted to check the turnover display of the bonus on my account page, I briefly touched the window with my finger (I play via my smartphone). And suddenly my entire balance was deleted. I directly contacted the customer service and described the problem, however, they could hardly understand me despite Google translation from their site. So they could not help me and have instead forwarded the problem. On 02.07.23 I then received an email from customer service with the content that my credit can not be refunded because I have already started to play with the money... Yes of course I have started otherwise no win in the amount of 1666.27 euros would have come about. I hope that you can help me here so that I at least get my Deposit and the win back. Wildz can keep the 200€ bonus. I have secured a lot of evidence and would provide it to you.

Kind regards
Anne

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AnneMitHerz

The bonus window with the progress is manipulated

3rd Jul. 2023, at 08:21 am CEST#2
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I hope you can help me because I do not know how else to proceed. I found your forum on the Internet because I was explicitly looking for help.

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frapi07
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 10:12 am CEST#3
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Is it possible that you canceled your bonus by touching it? With cancellation, the bonus including credit would be deleted. If so, then you will be able to do little, I think.

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T0uchTheSky
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:03 pm CEST#4
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frapi07 wrote on 03.07.2023 at 10:12: Can it be that you have canceled your bonus by touching? If canceled, the bonus including credit would delete itself. If so, there's little you'll be able to do about it, I think.

Yes, she has very likely accidentally canceled the bonus, on cell phone often happen so what, at Videoslots I accidentally came to this 24 H hours lock

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frapi07
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:12 pm CEST#5
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T0uchTheSky wrote on 03/07/2023 at 12:03 PM:

Yes, she very likely canceled the bonus by mistake, on mobile often happen things like that, at Videoslots I accidentally came across this 24 H hours lock

That would be very annoying for the player. I'm pretty sure that if it were so, she could not do anything about it, because the error is clearly an operating error of the player and not a technical error ("bug") from the casino.

Since I never play with bonus, I do not know if you do not get another warning before deleting. Can you really cancel your bonus with one click? If so, such a warning would be more than useful and wonder why this has not been programmed.

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T0uchTheSky
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:18 pm CEST#6
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frapi07 wrote on 03/07/2023 at 12:12 PM:

That would be very annoying for the player. I'm pretty sure that if that were the case, she wouldn't be able to do anything about it, since the error is clearly an operating error on the part of the player and not a technical error ("bug") on the part of the casino.

Since I never play with bonus, I do not know if you do not get another warning before deleting. Can you really cancel your bonus with one click? If so, such a warning would be more than useful and wonder why this has not been programmed.

Yes, actually comes a Wahrnung, at least I know from other casinos. But on a cell phone you can click something very quickly away, so it could be that it has not noticed anything at all

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AnneMitHerz

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:30 pm CEST#7
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No, there was no warning and you did not have to confirm anything that the bonus expires. The credit was simply gone. We tested the bonus window again yesterday with my partner, but with wins from free spins. There, too, you did not have to confirm anything and there was no warning, it was enough just to touch the window.

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Bluff
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:31 pm CEST#8
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i think unfortunately you can do nothing there

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AnneMitHerz

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:50 pm CEST#9
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If you at least get the Deposit back or a goodwill amount X that would already help. Because in principle I have nothing of my deposited money despite the win. And it can not be that you just get the complete credit deleted only because you have briefly touched this bonus window. I can not say to my customers, We keep their money but the goods or services they do not get because they have canceled them by mistake. That's called fraud by the way, since any lawyer would give me the gun on the chest.

I played on Saturday for the first time in an online casino and then something like this 😭😭

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T0uchTheSky
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:58 pm CEST#10
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I think Wilds is listed here, maybe the lovely Caro from Gamble Joe can help you here, write to her at

Dear Caro click

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Bluff
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 12:59 pm CEST#11
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AnneMitHerz wrote on 03.07.2023 at 12:50 pm: If you at least get the Deposit back or a goodwill amount X that would already help. Because in principle I have of my deposited money nothing despite win. And it can not be that you just get the complete credit deleted only because you have briefly touched this bonus window. I can not say to my customers, We keep their money but the goods or services they do not get because they have canceled them by mistake. That's called fraud, by the way, since any lawyer would give me the gun on the chest.

I played on Saturday for the first time in an online casino and then something like this 😭😭

write Caro here -> GambleJoe: Profile page of Caro


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frapi07
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 01:24 pm CEST#12
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AnneMitHerz wrote on 03.07.2023 at 12:50 pm: If you at least get the Deposit back or a goodwill amount X that would already help. Because in principle I have of my deposited money nothing despite win. And it can not be that you just get the complete credit deleted only because you have briefly touched this bonus window. I can not say to my customers, We keep their money but the goods or services they do not get because they have canceled them by mistake. That's called fraud by the way, since any lawyer would give me the gun on the chest.

I played on Saturday for the first time in an online casino and then something like this 😭😭

You actually get your deposit back in case of a rule violation. Here you have violated no rules. But in your example you forget one thing: you have already used a part of the service, so you have played with it, which is why it is difficult to arrange a complete refund. But if you buy goods, pay for them and cancel them, you will still get your money, because you did not receive the goods.

I also find it stupid that there is no warning or the one with the cell phone goes away very quickly, but the user (you) has cancelled the bonus here, not the casino. Is unfortunately unfortunate and I wish you luck, but want to remain realistic and you do not make too high hopes. If it works out with Caro, then thank Caro or whoever.

In addition, it should be clarified whether the bonus was non sticky or sticky. With sticky you will not get with 100% your win (ie 1,600 €), because you play with bonus credit, but you can get your deposit back (because you have not played with your deposit).

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Caro
Expert

The bonus window with the progress is manipulated

3rd Jul. 2023, at 02:41 pm CEST#13
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Liked this post: Avatar von Malganes Malganes, Avatar von Saphira Saphira
I have just written to the manager I'll get back to you as soon as I get a feedback

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Wildz_Support

The bonus window with the progress is manipulated

12th Jul. 2023, at 09:54 am CEST#14
14 Likes
Hello AnneMitHertz,

Thank you very much for contacting us.

We are sorry to hear that you did not have a good experience with our customer service. You are always welcome to contact us and we are committed to changing your experience for the better. You can send us an email or contact us via Live Chat and we can look into the matter, especially if you feel you have not received clear information about your account.

We understand that you have lost your Bonus money by mistake and therefore we have credited your bonus money back to your account so that you can pick up exactly where you left off.

We wish you a wonderful day!

Rootz Team

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Anonym

The bonus window with the progress is manipulated

12th Jul. 2023, at 10:14 am CEST#15
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Liked this post: Avatar von chilliy chilliy, Avatar von RebellYell RebellYell

Wildz_Support wrote on 07/12/2023 at 09:54: Hello AnneMitHertz,

Thank you very much for contacting us.

We are sorry to hear that you did not have a good experience with our customer service. You are always welcome to contact us and we are committed to changing your experience for the better. You can send us an email or contact us via Live Chat and we can look into the matter, especially if you feel you have not received clear information about your account.

We understand that you have lost your Bonus money by mistake and therefore we have credited your bonus money back to your account so that you can pick up exactly where you left off.

We wish you a wonderful day!

Rootz Team

I find that very accommodating, great 👍


Since I wish the thread creator now good luck

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