iWild Casino - Player's withdrawal is delayed due to verification issues.

I registered at the end of October and received a deposit bonus, which allowed me to play.

I played the slots and won.

After that, I was asked to verify my identity and address, but even after two months, the verification was still not completed and nothing progressed.

Even though I submitted all my personal information, the authentication did not proceed and my personal information and money were simply stolen.

This situation cannot be tolerated, so I will be filing a complaint.

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.

Dear yoshinagi15,

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 can 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.

• Are you able to access the casino? 
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you completed the full verification process at the casino?

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

Petra

Can I access the casino?

You can access the casino and log in.

Can you tell me what documents you have already submitted and the exact date you last sent them?

I went through the certification process several times and finally submitted it about a month ago.

Have you submitted all the required documents as soon as possible and in the correct format?

Yes, I sent it as soon as I received the email.

Have you completed all the verification procedures at the casino?

It's been a month since I sent it and they said they were verifying it, but nothing has happened yet.

Dear yoshinagi15,

Thank you for your reply and for providing the previous details.

Could you please clarify a few points regarding your verification and withdrawal requests:

• Was there any reason given by the casino for the delay in processing your verification?
• Have you received any communication from the casino regarding the status of your verification, and could you provide a screenshot showing your recent account verification status?
• Could you also share a screenshot of your withdrawal request with the status visible (e.g., pending, confirmed, cancelled)?
• Additionally, please provide any further communication you had with the casino. This can include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots to this thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear yoshinagi15 and Casino Guru,

The KYC department is currently awaiting ID from the player for verification purposes. Previous submission was declined by the KYC , since both sides of the ID were not provided correctly. The KYC department has sent the player a reminder of the conditions of the documentation submission in detail and request to submit a new copy of the ID as outlined in the email.

Respectfully,

iWild Casino Representative.

Could you please stop responding like you did originally?

I received it in the mail on January 8th.

I could submit the certification, but I think it would just slow down the response.

Can someone at Casino Guru check it and respond? I can see that I haven't received any response since I submitted it.

Dear yoshinagi15 and Casino Guru,

Unfortunately, until the new version of the documentation is provided, which adheres to the conditions, we would not be able to proceed with verification. If the player wishes to complete the process in a swift fashion, we kindly ask them to submit the ID per earlier instructions.

Respectfully,

iWild Casino Representative.

I sent it again

Dear yoshinagi15 and Casino Guru,

We wish to note that documents provided to KYC department are to be in English. We kindly ask the player to submit the English version or provide an official translation from Japanese to English, whichever is more convenient for the player. An email clarification has been sent to the player's inbox.

Respectfully,

iWild Casino Representative.

Many thanks to both parties for participating in this discussion.

• Dear yoshinagi15, could you please confirm whether you have provided the required document in English, and if there have been any changes in your account verification process since the submission?
• Additionally, could you provide any other communication/evidence regarding the case? You may either send all the documents to petra.h@casino.guru or post your screenshots directly in this thread.

We really appreciate your time and cooperation in helping clarify this matter.

It is difficult to prepare documents in English, so I am researching what I can submit.

If the documents have to be in English, it will be difficult to prepare them.

It's not possible to translate official documents into English on your own, so is it not possible to have them translate the Japanese documents I sent them after checking them?

Dear yoshinagi15 and iWild Casino

Thank you both for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish both sides the best of luck and hope your case will be resolved soon.

Kind regards,

Petra

Dear yoshinagi15,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in.

Additionally, I would like to kindly request that the iWild Casino representative provide further details regarding this case and clarify why it is necessary to receive the documents in English.

Thank you in advance for your cooperation and for providing the requested information.

Dear yoshinagi15 and Casino Guru,

Communication between the player and KYC department, as well as cooperation between KYC and governing body is performed in English. As the base language of iWild, it serves to avoid misunderstandings and to provide clarity for all information shared between parties.

Most jurisdictions have some sort of ID offered in both native and English language, most commonly, a passport. From our information, a Japanese passport also has information in both English and Japanese by default, this being a base requirement. In rare cases when information is only available in Japanese, an official translation will suffice, certifying a correct translation of the provided documentation.

Respectfully,

iWild Casino Representative.

[REWRITE]

Thank you, iWild Casino, for the clarification!

Dear yoshinagi15,

Could you please provide your passport? This would be the most straightforward and cost-effective option. Kindly inform me once you have submitted the necessary documents to the casino.

Thank you very much for your assistance!

Dear yoshinagi15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru

We’ve reopened this complaint at the request of yoshinagi15. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent a message:

"I was contacted by the casino and we were communicating directly, but

I encountered difficulties with the verification process and couldn't proceed. I would like to ask the casino group for their cooperation again to move things forward."

Dear iWild Casino Team,

I would kindly like to ask for an update regarding the player’s verification process.

Could you please let us know if there have been any issues or complications encountered on your side?

Thank you very much in advance for your cooperation.

Dear yoshinagi15 and Casino Guru,

Unfortunately, the player is still undergoing the KYC verification procedure, which is slowed down due to materials provided not matching the request of the team. The player was requested to provide:

...the screenshot of a transaction from your crypto wallet to our platform where the full hash ID and the full destination wallet address are seen.

Contrary to the request, a .mov video was provided instead of screenshot, and the footage contained information from the public explorer website, not a crypto wallet, which cannot be used due to its public nature, which cannot verify ownership of the wallet used for transactions.

KYC remains open to accept suitable documentation from the player once it is provided.

Respectfully,

iWild Casino Representative.

Dear yoshinagi15,

can you please send to the casino all the required documents and screenshots?

Thank you very much in advance