The player from Germany faces account closure after a lengthy verification process at iWild Casino, despite being a long-time customer with no prior issues. She has submitted all required documents but suspects the casino is trying to avoid paying her winnings after requesting additional documentation not clearly stated in the terms.
iWild Casino - Player’s account has been closed unexpectedly.
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Waiting for Casino Guru to reply
6d 14h 25m 20s
iWild Casino
Safety Index:Very highCase summary
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2 days 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
Automatic translation:
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13 hours 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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13 hours 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
