iWild Casino - Player's verification process is delayed.

hey im having trouble with the verification proccess with Iwild casino. they asked me for a picture of me with my passport and their websit open in the picture . i provided about 5 total pictures they can choose from and they responded with: ''So we can proceed with the verification procedure, please provide a photo of your ID document that is fully seen and not cut.

Also, you need to provide your selfie with your ID document in hand in front of our website in better quality as the information on your document should be clearly readable and your face should be fully seen, thank you.''

the pictures i sent has everything they required from me so now i dont know what else i can do.

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.

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Dear kristia, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Attila G.

Dear kristia and Casino Guru,

The player is currently undergoing the KYC verification. Unfortunately, the provided selfies were rejected so far due to unsuitable quality of the images. An acceptable selfie must adhere to the following requirements:

• ID is held by the player, not cropped, with fully readable text
• The player is present in the photo with their face not cropped or obscured
• The website is present on the background, legible enough to distinguish that iWild page is shown

As such, KYC team has re-sent their request for documentation and we are awaiting for the new document from the player to continue the process.

Respectfully,

iWild Casino Representative.

hello , i just sent them 8 more photos of exactly what they are asking for , the quality of the pictures are perfect, my face is fully in the picture , nothing is edited or cropped , and the ID is being held by me and is fully readable.

if youd like attila, i can send them to your email to check as well. thanks.

Dear kristia and Casino Guru,

The KYC department has received the new images from the player with sufficient quality to accept them. The team has sent a request for additional financial documentation to the player's email. We kindly ask the player to check their inbox and provide the files.

Respectfully,

iWild Casino Representative.

hey,

ive attached the required docs by email

Dear kristia and Casino Guru,

Upon provision of the necessary documentation, the player's verification has been completed and account restrictions have been lifted. We wish to thank the player for their cooperation in this matter.

Respectfully,

iWild Casino Representative.

Dear Kristia,

I believe there should not be any further issues regarding the verification process.

Would you agree to have this complaint marked as resolved?

Should any additional complications arise, please do not hesitate to reach out to us. You are always welcome to reopen this case or submit a new complaint at any time.

Best regards,

Attila

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kristia,

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,

Attila