The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The complaint was escalated to the Complaints Team due to ongoing issues with the KYC process, which had caused delays in accessing the withdrawal section. After communication with the casino, the KYC process was ultimately completed, allowing the player to receive the disputed amount. The player marked the complaint as resolved, confirming that the issue had been addressed satisfactorily.
iWild Casino DE - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €200
iWild Casino DE
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
The iwild casino annoyed me with the first withdrawal, but the second one was a real disaster. With iwild, for example, they can't withdraw at all if the KYC isn't complete. I uploaded the KYC with all the documents and then withdrew 270 euros in real money. Suddenly I get an email saying that the casino has changed its design and I have to set a new password. The withdrawal was of course canceled because of this and I should apply for a new one. I did that on July 28th and since my KYC was complete, I received my GD as it should have been. On August 1st, I deposited another 30 euros and 170 euros. Since I was under the impression that my KYC was complete, I withdrew it. Then two days later, I get an email saying my KYC isn't complete. It says my ID, which I had already uploaded with the first withdrawal, and now here's what I mean: utter nonsense. It's a selfie with my ID and the website has to be in the background. I did that. and uploaded but now they are not responding at all and in the live chat they say the department will take care of it but there is no email I feel totally ripped off please help me with this
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7 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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7 months ago
TranslationDid you even read what I wrote? The KYC was already through with ID, bank account verification and address verification. That's why I was able to withdraw at all. Otherwise, it's not possible to withdraw from iwild before the KYC process is through. I withdrew 270, got the money after 2 days, then after 3 days I deposited another 30 euros and made 170 euros. They canceled the withdrawal because they wanted a selfie with their website. Please, what? I also sent it but since then, even after several messages, the KYC department has not responded. In live chat I am only referred to the KYC department.
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6 months ago
TranslationThe casino was also not reachable on the internet the whole time. Now, despite reporting again, the alleged KYC department has my documents, i.e. my selfie with their website, which would not have been enough except for my card ID and proof of address via bank statement. The payout is still not possible because the KYC is not fulfilled.
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6 months ago
TranslationThe casino was finally online again today and still no KYC and I can't even get into the payout without KYC. Mind you, I had already paid out 270 euros because the KYC was already completed.
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6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
TranslationNo, I still can't make a withdrawal. The casino only writes text blocks in the live chat that the KYC department will contact me, which it hasn't done since I uploaded the selfie with their website. This is clearly harassment to prevent the withdrawal. Please also read the other things I wrote about this.
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6 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Did you accumulate your winnings with or without an active bonus?
Could you please let us know the exact date when you submitted the selfie with your ID and the casino website, as requested by the KYC department?
Since then, has the casino contacted you again asking for any additional documents or clarification?
Also, are you currently able to log into your casino account without issues, and is the problem only with accessing the withdrawal section due to the pending KYC?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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6 months ago
Translationno, that was all with real money
The casino has since contacted me and noted that my picture is not clear enough, so I sent a new one yesterday. I received confirmation of receipt but the withdrawal section has still not been released.
They will contact you when it has been checked. Checking a picture should not be that difficult.
The KYC team at iwild has been silent for over 2 weeks since I made the last withdrawal and wanted to withdraw
mfg
Edited by a Casino Guru admin
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6 months ago
Dear player, do you have any updates regarding your verification? Has the KYC process been completed by now?
Also, has there been any progress with your withdrawal – is the withdrawal section now accessible, or are you still waiting?
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6 months ago
TranslationI'm still waiting for no approval from the payout area. I have uploaded a new picture with your website and my ID in my hand. That was on 18.7.
Because they said my first picture wasn't clear enough and that all the details of my ID should be visible, which isn't easy with the website in the background. I've never had that in my 20 years of casino experience. Since then, no response from the KYC department. In the live chat, they refer me to the KYC department with a text block. And again, it was 30 euros in ECBT money and 170 euros in winnings.Automatic translation:
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6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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6 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite iWild Casino DE representative to join this conversation.
Dear iWild Casino DE,
Could you please provide clarification regarding this case?
Thank you in advance.
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6 months ago
Dear player,
Have you been able to provide the casino with the requested documents?
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6 months ago
Translationsent but no response from the casino department
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5 months ago
Dear player,
I am glad to hear your verification process is completed.
Please notify me, when you receive the disputed amount.
Thank you.
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5 months ago
TranslationI still haven't received the amount, what takes so long iwild
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear bladestarxxx,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Mirka
