iWild Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

I requested a withdrawal on 27th August which triggered a KYC email and my withdrawal was cancelled. I promptly provided the requested documents. I followed up a couple of times in the next couple of weeks and on 9th September received an email to thank me for my patience etc. On the 17th September I was asked for a utility bill and screenshot of the transaction of my crypto wallet (not previously requested). Again I promptly replied with a utility bill and informed them that the deposit transaction wasn't crypto, it was a debit card so I gave photos of the card to pre-empt that request and try to speed up the process. On the 3rd October I followed up again as I hadn't heard back. On the 9th October I received an email asking me to deposit by crypto as the withdrawal request was crypto and provide the transaction info (As far as I can remember I wasn't able to withdraw to my card or I would have tried it initially). I did that on the 11th October and provided a screenshot of the transaction. On the 23rd October I received an email asking for a screenshot of the transaction which I replied to on the 24th saying that I already provided that in my previous email but provided it again. On the 29th October I received an email saying my documents were received thanking me for my patience etc (again)

That is the last communication and it is now the 10th of November,2.5 months since starting the process, and the withdrawal screen on my account is still blocked saying that I need to complete KYC first.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

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Hello,

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 take KYC lightly and it might take a few working days to complete this thorough process, but it definitely shouldn't take months.

• Could you please advise which documents you have already provided apart from those you've mentioned in your initial message?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Could you please advise which documents you have already provided apart from those you've mentioned in your initial message?

The initial request was for my ID and a selfie with my ID in front of their website which I provided.

Have you provided all the required documents as soon as possible and in the correct format?

Yes - as far as I'm aware

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Email chain forwarded to email address above

I just received an (impersonal) email:

"Dear Player,

We are glad to inform you that the provided documents are enough for your current verification status and no additional documents are required at the moment, feel free to play and enjoy our games. If any further questions arise, feel free to contact us - we are 24/7 online ready to help you. Have a good day!

Kind Regards"

Not sure if this is a result of the complaint or not but I can now access the withdrawal screen. I will mark this as resolved. Only took almost 3 months!

Dear benjyyy,

We're glad to hear that your issue has been finally resolved. We'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.

Best regards,

Kristina

Casino.Guru