iWild Casino - Player claims that payment has been delayed.

Greeting,

My problem is the following, I deposited, I won 500 euros and I want to withdraw them in 2 installments, 400 and 100.

I submitted through revolut, I gave all the necessary details to the kyc, I kept getting rejection of the documents. After I sent everything again, they said that it was not okay through revolut because it is not the bank in my country and they asked for a local bank in Romania and canceled the withdrawal.

I redid the withdrawal on 17.01.2025 with an iban from my country as they requested, I gave them all the documents and screenshots requested, and now I don't receive any answer. The live chat doesn't help me at all, and I don't get any response from KYC by email, I've sent over 20 emails.

Please help me make the withdrawal. My email address is [email protected]

Thank you and have a nice day

Dear gianimargina,

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


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.

Dear gianimargina,

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.

Dear gianimargina,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.