iWild Casino - Player's withdrawal is delayed.

On September 17th, I created an account at iwildcasino and won on PlaynGO's Reactoonz game. I even took a screenshot of the winnings to keep. But then they ask for my documents. Okay, that's normal for all sites. Account verified, now I can withdraw... NO. I checked the site's terms and conditions, and there's a verification process with the provider. It takes 7 days, according to the site's terms and conditions. I've been waiting 14 days for this verification process with the provider, and no one has given me a deadline. There's no such thing. BE CAREFUL!

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify if you played any other games besides Reactoonz?
• Did you accumulate your winnings with or without a bonus?
• Have you contacted customer support to ask about the duration of the gameplay investigation?
• Can you see your gameplay recorded in the gaming history in your casino profile?

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

Best regards

Veronika

Dear igoralr and Casino Guru,

Thank you for bringing player's concern to our attention. The player is currently undergoing a Provider Check, in accordance with iWild's Terms and Conditions. We would like to note that we do not state a maximum 7-day deadline for this procedure, since it involves a third party company we do not have control over.

2.2.3. The duration of the verification process during the "Provider's Check" stage depends on the individual circumstances of the User's request and may take at least 7 days. 

To offer some form of estimation, an average check takes roughly 14 working days, but any individual timeline may differ based on the timing of responses from the provider and depth of investigation. We would like to highlight that initiation of the check is not an accusation towards the player, until any irregularities are confirmed in the result of it. We appreciate player's patience during this time.

Respectfully,

iWild Casino Representative.

Dear

answering your questions

I played other games, but I only lost, my winnings were in the reactoonz game, I even sent the photo, which I always keep as a memory. But you have acess to all of this

There was no bonus, just real money

I've been going into the chat almost every day for more than 10 days looking for information and no one has provided any answers, they just apologize and tell me to wait.

This history doesn't appear to me, but I'm sure you have access to it all

You should be clearer in the terms of the website, because you put 7 days, now they are saying that it is 14 and that it can take longer because it is an outsourced company and since it is an outsourced company, its service should be fast. if it's 14 business days, I'm already on the tenth business day, which is already a very long time to not have an answer. all this information that I just sent, if you talk to your support you will know that all of this is true.

I just spoke with Marcus, the attendant, and he said the verification is about fraud. The site doesn't provide game history, but I'm sure they have access. Anyway, I took a picture of the game I won. I didn't use any kind of bonus, just real money, and I won it on Reactoonz. I've been waiting for 16 days for a response, 12 business days being the deadline. No one says anything, no one gives a deadline.

Dear igoralr and Casino Guru,

We are glad to provide an update, the game provider has concluded their review and found no abnormal patterns in the player's activity. As such, full functionality of the account has been restored. We thank the player for their patience!

Respectfully,

iWild Casino Representative.

Dear iWild Casino representative,

Thank you for the update. We're glad to hear that the outcome of the review was positive.

Dear igoralr,

Could you please confirm that your account is now fully accessible? Have you requested any withdrawals yet?

Dear igoralr and Casino Guru,

The player has made a withdrawal request after completion of the check and the team has processed it successfully earlier today. At the moment, no pending withdrawal requests remain and the player's balance is empty.

Respectfully,

iWild Casino Representative.

Thank you very much guru and iwildcasino.

Dear igoralr,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru