The player from Germany faced account closure after a lengthy verification process at iWild Casino, despite being a long-time customer with no prior issues. She had submitted all required documents but suspected the casino was trying to avoid paying her winnings after requesting additional documentation not clearly stated in the terms. We reviewed both the casino's and the player's submissions and concluded that the complaint was unjustified, as there were reasonable grounds to believe the player engaged in manipulation of her KYC documents. Consequently, the complaint was rejected, and the account closure and withholding of winnings were upheld.
iWild Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Unjustified complaint
Amount: €2,000
iWild Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Dear Casino Guru Team,
I would like to update my complaint regarding iWild Casino.
After a very long and extremely difficult verification process, in which I submitted all the required documents multiple times (ID card, selfie with ID card and website in the background, as well as proof of payment), my account was suddenly closed by the casino.
I've been a customer of this casino for over 10 years and have never had any problems. My account has always been verified and withdrawals have always been processed smoothly.
Only after I requested a larger withdrawal did the casino start demanding more and more documents – including requirements that are not clearly stated in the terms and conditions (e.g., a selfie with ID and a website visible in the background).
I have fully met all requirements, including providing proof of my deposit via MiFinity, which clearly shows a transaction to Goodwin NV (the operator of the casino).
Despite this, my submitted documents were repeatedly questioned or processed with delays. Now my account has been closed without any comprehensible explanation.
It is obvious to me that the casino is trying to avoid paying out my fairly earned winnings.
I therefore urge you to investigate this case and help me to obtain my legally earned winnings.
I can provide all necessary documentation and all communication at any time.
Thank you for your support.
Best regards
[Redacted]
Edited by a Casino Guru admin
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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
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Has the casino indicated that there might be a problem with approving specific documents?
- Have you provided all of the documents requested by the casino?
- Have you previously submitted a complaint regarding this issue?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Dear Lindelotte1991 and Casino Guru,
The player in question was required to undergo a KYC verification, which is normally a routine procedure. Unfortunately, the player has provided evidently fake documentation on multiple occasions, which has resulted in a closure of the account for fraudulent behavior and failure to pass the KYC procedure.
12.1. The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions, including but not limited to: participating in collusion with other Players, engaging in fraudulent activities against other online casinos, denying payments, creating multiple accounts, cheating, or filing for bankruptcy in their country of residence, the Company reserves the right to terminate the Player's account and suspend all payouts.
1.8. If the User fails to pass a KYC check successfully, then he cannot make additional deposits or withdrawals of any amount.
Unfortunately, despite providing several attempts to re-do the verification request, the player remained uncooperative. Additional details have been provided to Casino Guru via email.
Respectfully,
iWild Casino Representative.
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1 month ago
TranslationHello Attila,
Thank you for your feedback.
I want to make it clear that the casino's statements are not true.
I have submitted all the documents requested by the casino in full, including:
Selfie with ID and casino website in the background
Proof of identity (ID card)
Proof of residence
Bank statement / Transactions
I categorically reject the claim that I submitted "forged documents".
All documents I have submitted are genuine and unaltered.
Throughout the entire process, the casino repeatedly imposed new requirements that had not been mentioned previously and were sometimes not even included in the terms and conditions.
It is particularly striking that problems only arose after I requested a payout of approximately €3000.
For over 10 years prior, my account was always verified and withdrawals were processed without any problems.
I was cooperative at all times and fulfilled all requirements. Therefore, the statement that I was "uncooperative" is incorrect.
I therefore ask you to request the following from the casino:
to present concrete evidence for the allegedly "forged documents"
or finally complete my verification and release the payout
I remain willing to cooperate in a fair and transparent investigation.
Thank you for your support.
Best regards
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1 month ago
TranslationAdditionally, I would like to mention that I would gladly provide further documents, but the system only allowed me to upload a maximum of 5 files.
I am always ready to provide any further documentation via email if requested.
Best regards
[Redacted]
Edited by a Casino Guru admin
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1 month ago
Dear iWild Casino, thank you for your email and cooperation.
Dear Player,
Could you please forward all documents you provided to the casino for the KYC verification? You can reach me at attila.g@casino.guru.
Thank you in advance.
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1 month ago
TranslationHello Attila,
I have sent you the necessary documents by email.
Sincerely, [Redacted]
Edited by a Casino Guru admin
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3 weeks ago
Dear player,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 weeks ago
Dear player, could you please forward all of the KYC documentation you have submitted to the casino?
Thank you in advance for your reply.
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2 weeks ago
TranslationHello Attila,
I sent the documents to their email address.
If you have any questions, please feel free to contact us.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Dear Player,
Following a thorough review of the information and evidence submitted by the casino, as well as the documentation provided by you, I regret to inform you that your complaint has been deemed unjustified and will be rejected.
We have reasonable grounds to believe that you were engaging in manipulation of your KYC submissions, which is why we are unable to provide you support in this case.
For your future reference, we highly recommend submitting authentic documentation during the verification process and avoiding any attempts to circumvent casino policies with misleading or altered submissions.
I'm sorry I couldn’t be of more assistance on this occasion.
Thank you for your understanding.
Best Regards,
Attila
