The player from Portugal experienced an issue with iWild Casino after €696.21 was removed from his account while his KYC verification was still pending. Despite numerous submissions of requested documents and assurances from the casino that the funds would not be removed, they were taken on September 19, which he claimed was unjustified. He sought the reinstatement of his funds for withdrawal once verification was complete. We asked for clarification about the bonus terms and the status of the €696.21, but the player later marked the complaint as resolved. As a result, the case was closed as resolved in our system.
iWild Casino - Player’s withdrawal has been confiscated.
Resolved
Our verdict
Case closed
Amount: €696
iWild Casino
Safety Index 9.8 Very highCase summary
Discussion
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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.
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1 month ago
Dear João,
Thank you very much for submitting your complaint and for providing a detailed explanation of the situation.
To better understand what happened to the €696.21, could you please clarify the following:
- When you mention that the funds had an expiration date of September 19, what exactly was set to expire on that date? Was it the bonus itself, the bonus balance, or the right to withdraw the winnings generated from the bonus?
- After you completed the wagering requirements, was the €696.21 converted into your real-money balance, or did it remain classified as bonus funds?
- Could you please provide a link to the specific bonus or promotion you activated, including the applicable bonus terms and conditions?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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1 month ago
Translation
Hi Karla,
Thank you for your follow-up.
I would like to inform you that, despite all the delays and difficulties that occurred during the KYC verification process, the situation has now been resolved.
iWild Casino has credited the funds in question, and the amount of €696.21 is once again available, so I consider this complaint to be resolved.
I would like to thank Casino Guru and its team for their follow-up and support throughout this process.
Automatic translation:
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Twins,
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,
Karla
