The player from Germany faced a verification issue while attempting to withdraw funds, as the casino demanded a selfie with her ID and the website visible, which she found impossible. Additionally, her account had been unexpectedly blocked, despite her multiple emails. The Complaints Team concluded that the player was unable to provide the required unedited photo for verification and advised her to contact the casino directly once her new ID was issued in approximately two weeks. As a result, the complaint was closed without further assistance.
iWild Casino DE - Player's account is closed and withdrawal is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €3,000
iWild Casino DE
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
The casino requires you to take a selfie with your ID in hand for verification, AND the casino website should be visible in the background. That's not possible!! And it's not even in their terms and conditions. I've probably written 20 emails, and every time they come back with the same crap. Not another cent is being wasted?! My account is suddenly blocked, too.
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1 month ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you already tried submitting the requested selfie for verification? The casino’s request to provide a selfie while holding your ID and showing the casino website in the background is quite common. We recommend opening your casino profile on a laptop or computer and taking the selfie using your mobile phone. Please make sure that all the text on your document and the screen is clearly visible and readable, and that your face is not covered by the document.
- Have all your other documents been successfully verified?
- When was the last time you sent any identity document to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear Janine008 and Casino Guru,
We would like to bring to Casino Guru's attention previous complaint opened by this player, which has been closed due to lack of response: https://casino.guru/complaints/iwild-casino-de-player-s-withdrawal-is-delayed-due-2
It seems that this is the same concern as the previous complaint, so we will provide information available to us on that complaint:
The player, unfortunately, did not provide the requested selfie, which is a standard KYC practice, after multiple attempts and several months of communication. The player has repeatedly provided edited images with the ID pasted into a picture, not held. Unfortunately, unless the player provides an unedited image as per requirements, we will not be able to move forward with their verification.
Respectfully,
iWild Casino Representative.
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1 month ago
Dear Janine008 and Casino Guru,
Unfortunately, the player has not provided requested documentation at the moment. Considering the previous complaint and the time between closure of it and opening of a new one, the player has refused to cooperate in their verification while demanding resolution via Casino Guru complaints for 43 days.
We are afraid the player is not intending to complete their verification. Despite this, we will be ready to proceed whenever the player is willing to provide the necessary documentation.
Respectfully,
iWild Casino Representative.
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1 month ago
Dear Janine008,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Translation
Dear Casino Guru Team,
I would like to comment on iWild Casino’s statement as follows:
I've submitted the required documents several times, most recently just yesterday, a recent selfie with my ID and the iWild website in the background—taken on my TV, as I don't have a computer. Nevertheless, this photo was rejected again, this time on the grounds that it was "edited." This is incorrect. The photo is unedited, and the website is clearly visible in the background.
I've been playing at iWild Casino for at least ten years and have been verified throughout this entire period. So far, a selfie with ID or just the ID itself has always been perfectly sufficient for the KYC check. All other documents were accepted and verified by the KYC department this time as well.
Now, when a withdrawal of a fairly earned amount is pending, new and unrealistic requirements are suddenly imposed that are not specified in the casino's terms and conditions or KYC guidelines. It clearly appears that there is a deliberate attempt to prevent the withdrawal.
I have submitted all required documents in full, have been cooperative throughout, and have followed all instructions. I therefore request Casino Guru to critically review this case and publicly state that iWild Casino is unnecessarily delaying the verification process to avoid a payout.
Best regards
Linda
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1 month ago
Dear Janine008,
Thank you for your message. Please note that the selfie you submitted is obviously digitally altered — the ID has been added using editing software, and you are not visibly holding it in your hand.
If you are unable to provide an original, unedited photo for verification within the next few days, we will unfortunately have to reject your complaint.
Thank you for your understanding and cooperation.
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1 month ago
Translation
Dear iWild Casino Support Team,
Unfortunately, my wallet, which contained my ID card and driver's license, was recently stolen. I have already applied for a replacement document, but I haven't received it yet.
I still wish to fulfill my verification obligation and therefore request a lenient solution. I have already sent you a selfie with my ID and your website in the background. This image clearly shows me and my ID.
I have been a loyal customer of your casino for over 10 years and have never experienced such difficulties before. Throughout all these years, my identity has always been successfully verified with a simple selfie or a photo of my ID. This new requirement to also have your website visible in the background was never requested previously and is not stipulated in your terms of service or KYC guidelines.
Therefore, I do not feel obliged to fulfill such a requirement, but I nevertheless ask you for a fair and pragmatic solution.
Until my new ID card arrives, I can alternatively offer you my AOK insurance card as proof of identity or – if desired – a new selfie with the website in the background together with the ID photo already submitted.
I hope for your understanding and fairness so that my payout can finally be processed properly.
Best regards
Username Lindelotte
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1 month ago
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Dear Casino Guru Team,
As mentioned previously, my wallet was stolen some time ago. Therefore, I currently have no access to my physical ID and understandably cannot take a new selfie with the ID and the iWild website in the background.
However, I provided the casino with everything necessary for identification:
A photo of my ID card, which I still had saved on my phone,
A registration certificate showing my place of residence, which I took as a selfie with the website in the background (as required by the casino – although this is not stated in the terms and conditions),
And additionally, a current bank statement from my bank, on which my name and address are also clearly visible.
I have been a customer of iWild Casino for over 10 years, always fully verified, and never had any such difficulties or unusual demands during that entire time.
These newly introduced conditions, which are not mentioned in the terms of use, are therefore not legal and act as an artificial obstacle to prevent my payout.
I have provided more than enough information for identification and now request your support so that this matter can finally be resolved fairly and you receive my payment.
is carried out.
Best regards
Lindelotte
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1 month ago
Do you have any confirmation from the local authorities confirming that you are currently waiting for your new ID to be issued?
How long are you expected to wait until your new ID is ready?
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1 month ago
Translation
Hello Veronika,
I have not yet received written confirmation from the authorities, as I have not needed it so far.
My question is: If I get a written confirmation now, will the casino accept it?
To be honest, I don't quite understand why this is necessary, as I have already sent you my original ID.
The issuance of the new ID card takes up to 4 weeks – I applied for it about 2 weeks ago.
Best regards
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1 month ago
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If I receive confirmation from iWildcasino that written confirmation of my requested ID is sufficient to finally complete my verification, I will of course gladly obtain it.
Kind regards, Lindelotte
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3 weeks ago
Dear Janine008,
Thank you for your latest message.
After discussing this case within our team, we have reached a final decision. Unfortunately, we will not be able to continue assisting you in this complaint.
Our company policy strictly requires that players cooperate with the casino’s verification process by providing original, unedited photos. In your case, the selfies you submitted so far were digitally altered. Under normal circumstances, your complaint would have been rejected much earlier. However, the casino was still willing to complete your verification if you provided an unedited photo that met their requirements.
Since you currently cannot submit such a photo and will receive your new ID in approximately two weeks, we kindly advise you to contact the casino directly once your new document is issued.
Given the above, we are closing this complaint and will not be providing additional assistance.
Thank you for your understanding.
Best regards
Veronika
