The player from Germany had faced a delayed withdrawal of $2,497, which had been under review for 'fairness' for approximately three weeks without a clear explanation or timeframe. Despite cooperating and providing necessary information, he found the delay unacceptable and sought assistance to clarify the situation. The issue was resolved after the casino confirmed that the delay was due to a routine Provider Check, which was completed within the expected timeframe, and the player’s account was successfully verified. The player’s first withdrawal was processed, and subsequent payment requests were submitted without further problems. The complaint was marked as resolved following the player’s confirmation of receipt of winnings.
iWild Casino DE - Player's withdrawal is delayed and blocked.
Resolved
Our verdict
Case closed
Amount: $2,497
iWild Casino DE
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Hello CasinoGuru team,
I request assistance with an outstanding payment that has been delayed for several weeks without a clear explanation or a comprehensible timetable.
On November 16th, I won $2,497. The payout was subsequently suspended because, according to the casino, my bets are currently being reviewed for "fairness." This review has now been ongoing for approximately three weeks, without me receiving any concrete results, a comprehensible explanation, or a binding timeframe.
In my view, such a long delay is unacceptable, especially since I am cooperating and providing all necessary information. I therefore request a review of the case and clarification as to why the payment remains blocked and when I can expect it to be released and paid out.
Attached is a reply that I have already received from support 5 to 6 times.
Thank you in advance for your support.
Best regards
Automatic translation:
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2 months 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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2 months ago
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 made any successful withdrawals from this casino before?
- Could you please specify if you passed the full KYC verification?
- What types of games did you play to accumulate your winnings?
- Did you play with or without an active bonus?
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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2 months ago
TranslationGood afternoon Veronika,
Thank you for your support
I haven't made any withdrawals from the casino yet.
I have successfully passed KYC.
I played Le Bandit from Hacksaw, or rather the Le Bandit series.
I deposited using a bonus, but the real money and bonus balance were separate, and I won with the real money and then removed the unused bonus.
Best regards
Phil W.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear philwinterr and Casino Guru,
Thank you for contacting us with this concern. The player was undergoing the Provider Check, a routine procedure outlined in our Terms:
2.2.3. The duration of the verification process during the "Provider's Check" stage depends on the individual circumstances of the User's request and may take at least 7 days.
The check was completed by the provider on December 17th and the player was informed at that time. Since then, several withdrawal requests were placed, with the first one successfully processed yesterday. We thank the player for their patience during this process!
Respectfully,
iWild Casino Representative.
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2 months ago
TranslationThank you so much for the great cooperation and for resolving everything so far. The payment requests have now been submitted, and hopefully they'll go through as quickly as the first one 🙂
Best regards
Phil W.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear iWild Casino Representative,
Thank you for reaching out to us and providing us with more information regarding the player's case.
Dear philwinterr,
I'm glad to hear that your account has been verified. Please let me know once you receive your winnings.
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2 months ago
TranslationGood afternoon Veronika,
So far I've received two payouts, both of which were processed within 24 hours. The other three have been waiting for three days.
Best regards
Phil W.
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear philwinterr and Casino Guru,
To provide an update, the latest withdrawal was processed by the team earlier today. At this moment, one request is remaining, which the financial department is working on.
Respectfully,
iWild Casino Representative.
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2 months ago
Dear philwinterr and Casino Guru,
As an additional update, the final withdrawal has been processed by the team fully. At the moment, no other requests remain and there are no funds on the player's balance.
We thank the player for their patience during this time!
Respectfully,
iWild Casino Representative.
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2 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 philwinterr,
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,
Veronika
