The player from Brazil faced difficulties with his casino account after successfully hitting the rollover but experienced game crashes and disconnections. Despite submitting all necessary documents for verification, he received communication stating that his verification was incomplete, preventing him from accessing his winnings. The Complaints Team explained that KYC was a crucial process for ensuring funds were sent to the rightful owner, and the request for additional documentation was a standard industry procedure. Ultimately, since the player canceled his withdrawal and subsequently lost his winnings, the Complaints Team concluded that there was no recourse available to recover the lost funds.
iWild Casino - Player’s winnings are delayed due to verification issues.
Closed
Our verdict
Other
Amount: 500 R$
iWild Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
Good evening, I played in this casino over the weekend, I managed to beat the rollover after many problems with crashes in the games, they disconnected me from the game account in the middle of the matches, at the time of the scarter the game crashing and I had to restart. I've already gone through all the steps by sending my documents, self with document, proof of residence, now I've received an email where they said that the verification has yet to be completed, it's all a lie, my account has already passed the verification, I'll send it as an attachment. After months of playing in the casinos, especially Rabidi, I've only had considerable losses. Now that I've managed to win something, it's not even 50% of what I've already deposited in the casinos, now they don't want to pay me...? Can you help me?
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10 months ago
Dear jozanctba75,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with iWild Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you accumulated your winnings with the use of bonus or free spins?
- Do I understand correctly you have finished the wagering
- What documents have you already provided for the KYC?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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10 months ago
TranslationGood morning, I accumulated my winnings with my money, because first our money is used for betting and then the bonus money comes in, but I did get a deposit bonus where I deposited R$150 and another R$150 bonus (Bonus that is frozen until you reach the betting goal 40x that amount). I sent my driver's license, took my self with document and an invoice of proof of residence and it was completed successfully, I did this before starting to play in this casino just to make sure that I would not face problems with this, I sent an attachment in the previous message proof that my account was verified, but I will send it again for you to review.
Yesterday they sent me an e-mail saying that they will contact me to carry out the final stage of the supposed verification, I am waiting for this e-mail and so far I have not received it, follow the attached print as well.
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10 months ago
TranslationGood evening, unfortunately they did not make the payment, even with the account approved with all the documents, proof of address etc, they still asked for a screenshot of my bank account and a screenshot of my profile where my personal data such as e-mail, amount of my account etc, I think this is absurd, I have already contacted my bank about possible scams that they can do with this information.
Below is a printout of the emails requesting this information, is this the right thing to do?
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10 months ago
TranslationYou're all a specialized quarter, right, one more crook than the other!
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10 months ago
Dear jozanctba75,
thank you for your messages and evidence supported.
I am uncertain as to the reason for your previous message however, I must request that you avoid using abusive language and maintain a professional and polite demeanor in your future communications..
Regarding the casinos request for an extra verification, 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.
Submitting documentation such as bank account statements is a standard industry procedure. While I understand this request may raise privacy concerns, I advise complying with the casino's instructions and providing the requested documents.
Please advise whether you have submitted the required paperwork.
Looking forward to your reply.
Katarina
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10 months ago
TranslationI did the whole verification process, but they didn't pay me, I canceled the withdrawal after a few days and decided to gamble everything and of course I lost.
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9 months ago
Dear jozanctba75,
thank you for your message.
sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
I apologize for this outcome.
Katarina
