Wildz 12,000€ Bonus dispute

[jonnyveikko2006]

Hi everyone,

I wanted to share my experience with Wildz Casino (Malta-licensed) to warn others and get advice.

What happened:

On 10 April 2026, I deposited €30 and received a bonus. I played "Mental" and purchased a feature for €200. The game showed "Bet: €0.20" and "Feature Price: €200" separately. The system allowed it with no warning.

I won €13,000, completed all wagering requirements, and requested a withdrawal of €12,000. Wildz asked for documents, approved them, and customer service confirmed payment in 1-3 days. Instead of paying, they manually adjusted my account, returned only the €200, and confiscated the €12,000.

The catch:

I have screenshots proving the original rule said "5 EUR per spin." The rule has since been changed to "5 EUR per transaction." They changed the rule after my complaint.

Customer service confirmed I breached Section 6 – the "per spin" rule.

I've already been through eCOGRA and the MGA. eCOGRA ruled against me, but their decision is non-binding. MGA sent me back to eCOGRA.

I'm now considering my next steps. Has anyone dealt with something similar? Any advice?

I have screenshots of everything. Happy to share more details if needed.

Thanks for reading.

[Afi4wins]

@jonnyveikko2006 Hi there and welcome to the forum.

As far as I know, you cannot exceed the maximum bet of 5 EUR when you play with bonus money, as in your case. Buying a 200 EUR Bonus Game exceeds this limit, even though the system did not automatically restricted it,

Most casinos would consider buying a Bonus Game with bonus money, or whilst there's an active bonus in play, as a breach of their terms. Some casinos do not explicitly state this in their T&C or Bonus terms, but is automatically considered as a breach by the system.

There have been numerous similar cases reported before and some got their deposits refunded back but most didn't.

[Blackjax]

Buying a bonus is not allowed with an active bonus. Doesn't matter if system allows you or not.

[marius1978]

Sorry to hear about that but you bet 200 when the the max bet was 5, which is the standard max bet when playing a bonus. Of course you don't have a case and only an extreme gesture of good will from the casino will get you anything more than the refund you already got.

Any casino should have a block in place when you exceed the max bet but sadly not all have and so cases like this arise.

[formerPokerpro]

its a classic beginners mistake. in the future u should read the bonus terms carefully and if u dont understand everything just come to this precious place and me or someone else will happiliy help u solve the bonus mysteries

[loceff13]

Same with the option to gamble a cash bonus prize ingame to double/quadruple it etc, often seen as a bet outside T&C's that would be over $5 despite the spin where it was won being 20c etc. 

If they gave you 200eur with no wagering attached they were being very nice to you out of goodwill and thats a great thing they did for you. If they reset balance to 200eur with wager remaining thats unusual but still nice. 

[jonnyveikko2006]

4 hours ago, Afi4wins said:

@jonnyveikko2006 Hi there and welcome to the forum.

As far as I know, you cannot exceed the maximum bet of 5 EUR when you play with bonus money, as in your case. Buying a 200 EUR Bonus Game exceeds this limit, even though the system did not automatically restricted it,

Most casinos would consider buying a Bonus Game with bonus money, or whilst there's an active bonus in play, as a breach of their terms. Some casinos do not explicitly state this in their T&C or Bonus terms, but is automatically considered as a breach by the system.

There have been numerous similar cases reported before and some got their deposits refunded back but most didn't.

Changed rule. Admitted Section 6. Returned €200 with the wrong wagering %, kept €12,000. Approved withdrawal, stole it. System allowed it. Loyal player.

[jonnyveikko2006]

1 hour ago, loceff13 said:

Same with the option to gamble a cash bonus prize ingame to double/quadruple it etc, often seen as a bet outside T&C's that would be over $5 despite the spin where it was won being 20c etc. 

If they gave you 200eur with no wagering attached they were being very nice to you out of goodwill and thats a great thing they did for you. If they reset balance to 200eur with wager remaining thats unusual but still nice. 

Good point. But they returned the €200 – so even they seemed to think the feature was legitimate. Then they kept the winnings anyway.

[jonnyveikko2006]

2 hours ago, formerPokerpro said:

its a classic beginners mistake. in the future u should read the bonus terms carefully and if u dont understand everything just come to this precious place and me or someone else will happiliy help u solve the bonus mysteries

Appreciate that! I did read them – the rule said 'per spin.' The problem is they rewrote it after I complained. I've got screenshots. Thanks for looking out!

[jonnyveikko2006]

4 hours ago, Blackjax said:

Buying a bonus is not allowed with an active bonus. Doesn't matter if system allows you or not.

I get that. But if that was the rule, why did Wildz change the wording from 'per spin' to 'per transaction' after my complaint? And why did they return the €200 I spent on the feature? If it was never allowed, they would have kept that too.

[jonnyveikko2006]

4 hours ago, marius1978 said:

Sorry to hear about that but you bet 200 when the the max bet was 5, which is the standard max bet when playing a bonus. Of course you don't have a case and only an extreme gesture of good will from the casino will get you anything more than the refund you already got.

Any casino should have a block in place when you exceed the max bet but sadly not all have and so cases like this arise.

Thanks. I get the standard view – but they changed the rule afterward. That's why I'm still pushing.

[Blackjax]

8 minutes ago, jonnyveikko2006 said:

I get that. But if that was the rule, why did Wildz change the wording from 'per spin' to 'per transaction' after my complaint? And why did they return the €200 I spent on the feature? If it was never allowed, they would have kept that too.

Nope they did not change the rule but made it more specific. Everybody knows you are not allowed to buy bonuses while on an active bonus. You just found a loophole, took advantage of it and tried to walk away after abusing terms. They returned €200 as the system allowed you to do the bonus buy. 

[loceff13]

iirc when I've played at wildz it's allowed me to bonus buy in this situation too but does show a warning onsite after doing so, do you recall seeing one?

[Flatzem888]

if the software lets you place the bet, the house should honor the result, if they don't want people placing such bets then they shouldn't be running slots that have bonus buys or they should have a system in place that prevents doing bonus buys. 

[Flatzem888]

the casino that lets players do bonus buys  during bonus wagering is getting a freeroll , a freeroll for the house.