The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. After a prolonged KYC verification process lasting over four weeks, the casino confirmed that the player's account was successfully verified and funds were available for withdrawal. The issue had been marked as resolved, and the player was then awaiting the completion of the withdrawal process.
iWild Casino DE - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €7,500
iWild Casino DE
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I won over €7,000 at IWild through fairer gaming! I've had smaller amounts of €100-150 before, and the payouts went smoothly! But now I wanted to withdraw my big win, and instead of paying, after at least three years of playing there, I'm supposed to send my ID, etc.! Why now? With a big win? I was repeatedly put off for days by email, telling me to wait, the payout was in process! Now they've been canceled... and I have to wait to see if my verification is even accepted. I just want my money and then to have my account blocked there! Please help, because to me this smells like a stalling attempt to gamble away my winnings.
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1 month ago
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.
Stay safe.
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1 month ago
Dear ToBz,
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 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
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1 month ago
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The problem is, I've withdrawn money many times before, but never more than €400. Now that it's more than that, and I wanted to withdraw €800, the casino is delaying the process! They want my bank card, which I don't have because it's all digital, and they want a selfie with my ID in front of the website. I've done all that and have been waiting for a response since yesterday evening, although I think something will come up anyway, and according to them, something else will be wrong.
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1 month ago
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Quick update: Of course, the selfie was rejected with the explanation that everything had to be clearly visible! Which it definitely is and was! I've now sent a new one; it simply can't be any better. If this one isn't acceptable either, I urge you to address the issue, as it's bordering on fraud how you're trying to delay everything just so I can keep playing! But this time I won't do that, not as long as they're stalling me like this.
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1 month ago
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Now I'm being ignored by support and KYC! Questions aren't being answered. I'm really wondering what their goal is? Is it really that I gamble away almost €7500 again and they don't have to pay anything? I'm not touching any of it until these people finally learn to play fair. Strangely enough, I can still play, and I can even deposit, but I can't withdraw? Sorry, but that's a joke.
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1 month ago
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I urgently need an answer: The KYC process is dragging on endlessly with countless excuses and so on! I'm really losing patience! My question is: if I want to completely close my account there, does the casino have to pay out my balance, or how does that work? I just want my money back and to be done with this casino! PLEASE reply.
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1 month ago
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Nothing has happened with KYC so far! Always the same standard answers! For a week now... my balance is at €14,000 and I can't withdraw a single cent. Playing works, even depositing works, but withdrawals don't! Unbelievable.
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1 month ago
Dear ToBz,
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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1 month ago
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No! As described, the casino is dragging out the KYC process indefinitely! No money is being paid out, and the problem is that every attempt to contact them is either completely ignored by the casino or dismissed with standard emails!
I urgently need help because it seems the process is being deliberately delayed so that I lose my winnings.
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4 weeks ago
Dear ToBz, thank you for your response. Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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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3 weeks ago
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And I have much more to say, because the discussion about KYC has been going back and forth for two weeks now! But there's no response from the team, only from support, and it's always the same emails.
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3 weeks ago
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It's been over two weeks now and there's been no response from the KYC! At most, I've received a standard reply asking for patience and telling me to wait! How long is this normal? I'm completely fed up.
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3 weeks ago
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Tonight, after more than two weeks, I received an email asking for an electricity bill or tax refund or something like that!!! They can't be serious.
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3 weeks ago
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Everyone's sending me the same old lines again, and I'll only get an answer in about two weeks?! I really want this drama at the casino to be over.
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3 weeks ago
Dear ToBz, I am truly sorry about your negative experience. I completely understand your frustration with the prolonged verification. In order to properly assess your case, could you please confirm whether you have provided every document requested by the casino, including their latest request?
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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3 weeks ago
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Yes, I did! Since I don't have an electricity bill, I sent my tax assessment as stated!
I don't understand why they couldn't do everything at once, but fine! Now I have to wait another two weeks for a reply from them?
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3 weeks ago
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All the required documents were submitted, just to be clear! And immediately, within minutes.
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3 weeks ago
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Quick update: Two days ago I received an email asking me to submit an invoice OR my tax return, which I did. Today I got another email saying I need a utility bill that's no more than 90 days old… But I don't have one for two reasons: 1. We only get these kinds of bills once a year, so the last one was from November/December 2024! And 2. The bills are in my wife's name!!!! Now what????
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3 weeks ago
Dear ToBz,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila G.
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3 weeks ago
Hello ToBz,
I am sorry to hear about your troubles. I am Barbora and I will be taking care of your complaint from now on.
I would also like to invite the iWild Casino DE representative to enter the discussion. Dear casino representative, could you please check the case and explain to us what happened? What is the issue with the documents ToBz provided? Alternatively, can you give us some guidance on how to proceed?
Best regards,
Barbora
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3 weeks ago
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Thank you so much! I hope this is slowly leading to a positive outcome.
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2 weeks ago
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Verification was finally complete today after four weeks! Now I can withdraw my money, although I'm still waiting to see how long this will take. All in all, it was a very stressful and tedious process that, in my opinion, could have been completed much faster if they hadn't deliberately delayed it. Let's see how long the withdrawal takes this time, and whether they'll need another two weeks for that one too.
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2 weeks ago
Dear ToBz,
We have contacted our KYC department regarding your case. They have confirmed that your account has already been successfully verified and your funds are available for withdrawal.
Respectfully,
iWild Casino Representative
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2 weeks ago
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That's what I stated! I'm now closing the complaint in the hope that everything goes smoothly... Even though it took a VERY long time, at least it worked.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ToBz,
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,
Barbora
