iWild Casino - Povlačenje igrača je odloženo.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• When did the KYC verification start?
• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you submitted your documents directly to your casino account or sent them via email?
• Were any of the documents approved or explicitly rejected?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear KevinK0405 and Casino Guru,

Thank you for bringing this concern to our attention. Upon checking player's account via the noted email address, the account appears inactive upon closure in June. We have not found any activity prior to closure on this account.

We kindly ask the player to check for accuracy of the details provided.

Respectfully,

iWild Casino Representative.

Dear iWild Casino, thank you for checking the player's issue.

Dear player, could you please specify why you created two accounts? Which one was created first and when? How were you going to verify the account with .con if it was created using a non-existent email address? Have you claimed bonuses on any of the accounts?

Generally, creating multiple accounts is forbidden. Please check the terms and conditions of the casino:

12.1. The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions, including but not limited to: participating in collusion with other Players, engaging in fraudulent activities against other online casinos, denying payments, creating multiple accounts, cheating, or filing for bankruptcy in their country of residence, the Company reserves the right to terminate the Player's account and suspend all payouts. The Company may also notify relevant regulatory bodies of any fraudulent actions by the Player. Additionally, actions such as delaying game rounds, leaving large bets on the table, or exploiting software bugs are considered violations of the terms and conditions.

And a side note, it was their support that told me to make a second account with my real email. But later when I created the account they said that it is fine. I can keep on playing on the account with a misspelling. And they just closed down the account with my real email since I never used it for anything. But it looks like that the account reopened when they updated their website to Iwildcasino11. But since I am not able to view old messages sent in the support chat on the website, I cannot provide any proof of this.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear KevinK0405,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will try my best to resolve the issue as soon as possible.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not been processed?

Thank you in advance for providing the information.

Dear KevinK0405 and Casino Guru,

We are aware of the second account briefly being created by the player. Since no activity was recorded on that account, we are happy to conclude that it was accidental and does not constitute a legitimate duplicate account.

KYC department is generally only able to accept documentation via email listed for this account, as it must be tied to the identifying person to verify the account. Since only one letter is different, we are willing now to make an exception for this player and accept further communication made via legitimately existing email address, for which we have now set up redirection system.

As such, we ask the player to re-sent all required information to KYC department with this information noted to resume processing.

Respectfully,

iWild Casino Representative.

Dear iWild Casino,

please once you receive all the documents from the player, please keep us updated regarding the proceeding of withdrawals.

Thank you very much in advance

Dear KevinK0405 and Casino Guru,

The documentation has been received and checked by the KYC department. The review was completed successfully earlier today and the player is currently verified. We thank the player for their cooperation in this matter.

Respectfully,

iWild Casino Representative.

Thanks alot Iwild, I proceeded to try to withdraw today, started with 850 Euro so we will see if it goes through, I will update if I succeed to withdraw.

Again thanks alot for your cooperation and your help, it's a big relief to atleast be verified again.

Best regards Kevin

Thank you iWild Casino for the update.

Dear KevinK0405,

I am glad that you have been finally verified.

Do you wish to close the complaint or wait do you want to keep the complaint opened until the withdrawals are completed?

Please let me know how to proceed.

Martina, it feels more safe to keep the complaint open until the money is received, just in case something goes wrong.

Sure thing Kevin !

I will keep this complaint opened until your confirmation regarding successful withdrawals.

Please let me know as soon as you receive the payment.

Hello, I would like to provide an update.

I requested my withdrawal of €850 on Friday, September 26th at 10:00 AM. Today it is already October 2nd and the withdrawal still shows as processing with the option to cancel. This means it has not been sent yet.

Since my KYC is fully completed and verified, I do not understand why the withdrawal is being delayed for so many working days. Could the casino please confirm when my payment will actually be processed?

Thank you.

Dear iWild Casino Team, can you please give us an update regarding processing of withdrawals?

Thank you so much

They have processed my first withdraw now, hope the rest ones goes smoothly aswell.

Dear KevinK0405

Those are some good news!

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear KevinK0405 and Casino Guru,

At this moment, the team has finished processing player's withdrawals. Unfortunately, the latest withdrawal has failed on the side of the payment processing company. We ask the player to double check the entered details and re-create the withdrawal to attempt processing or place the request to a different method.

Respectfully,

iWild Casino Representative.

I have now sent in a new request with bank withdrawal then. Very sad that it failed. Why would it? It is the same card I used to deposit on the site, I have dubble checked and it is right. But please take a look at my new request.

And will the payment processing company give back my money to my account? Or try to send again? Will I get that money back?

Dear KevinK0405 and Casino Guru,

Unfortunately, we are yet to receive details on the failure reason. However, if a withdrawal fails, funds are automatically returned to your game balance. After that they may be placed for withdrawal again.

Respectfully,

iWild Casino Representative.

Dear KevinK0405,

please keep us updated, when the money return to your gaming account and you try to withdraw them with different payment method.

Thank you

Dear KevinK0405 and Casino Guru,

We are glad to update that the recreated withdrawal request has been completed by the team successfully!

Respectfully,

iWild Casino Representative.

That is great! I just recieved the first withdraw of 850 Euro, seems like bank transfer is better than card withdrawal. Now I just need to wait to receive the money that the payment processing company has.

Dear KevinK0405 and Casino Guru,

Please note that the funds withdrawn today were the funds that returned after the failed transaction, in the amount of 850 EUR. They have returned to the balance immediately upon cancelation of the withdrawal.

At the moment, two withdrawals of 850 EUR each were completed in total, since completion of the verification, and 300 EUR remain on the player's balance.

Respectfully,

iWild Casino Representative.

The money from the failed withdrawal is now back, current balance on casino is 1150 EURO, will try another withdrawal tomorrow again but use bank transfer again since that seems to work very good. Hopefully it is just as smooth as the first.

Dear KevinK0405,

can you please give us an update? Have you received your withdrawals?

Status is, I have received the first withdraw of 850 euro to my bank account, I have also received the money of the failed withdrawal to my casino balance so now I have another withdraw of 850 euro that is in the processing stage, I sent that withdrawal in 4 october.

I will update again when I receive it to my bank account.

no update on the current withdrawal today either, hopefully they will process it this week. Then I got my 300 Euro left that I have decided I also want to withdraw.

Dear KevinK0405,

please, keep me updated. Thank you

Hello, I would like to provide an update.

I requested my second withdrawal of €850 on October 4th, at 03:00 AM. And the withdrawal still shows as processing with the option to cancel. This means it has not been sent yet.

Why is it taking so long? I also asked their support chat how long it normally takes to withdraw, they said rather quick normally the same day you do the withdrawal.

Dear iWild Casino Team,

Could you please help us understand the reason for the delay in processing withdrawals? We would appreciate any clarification you can provide on this matter.

Dear KevinK0405 and Casino Guru,

The latest withdrawal request of the player has been processed by the team earlier today successfully. At the moment, no further pending withdrawals remain. If the player wishes to withdraw the remainder of funds as they have noted above, we ask them to make a new request when able.

Respectfully,

iWild Casino Representative.

Dear KevinK0405 and Casino Guru,

The player has requested a withdrawal for the remainder of the funds and it has been processed today. At the moment, no pending withdrawals remain and the player's balance is empty. We thank the player for their cooperation and patience!

Respectfully,

iWild Casino Representative.

Dear iWild Casino Team, those are some good news! Thank you very much for cooperation!

Dear KevinK0405

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

The withdrawal was successful, received the money to my bank account this morning, I feel secure enough to close this complaint now. All I have left now is the last 300€.

Thanks for all this help!

Dear KevinK0405,

thank you for the reassurance!

I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.