iWild Casino - Player’s withdrawal is repeatedly canceled.

Good day,

I have been trying to complete a withdrawal from Iwild since July 28th. My withdrawal was canceled multiple times and then I was asked to provide documents to KYC, which I did. A week passed and then the casino website is not active.

all i get is email response from the casino saying the website is under maintenance.

the procedure has been unfair and frustrating.

my withdrawals were canceled 3 times, the 4th time they asked for documentation, while my account was already verified and I had previousely depoaited and withdrawn.

i dont understand how much of trust should i have on emails they are sending that the website is under maintainance and no update on the processing of my document from KYC.

i appreciate your guidance.

best

Hello,

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 take KYC lightly, and they may request new documents even if the player's account was verified previously.

• Could you please advise 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?

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,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi Kristina,

thank you for responding to me. I send the documents on August 4th.

I was asked to send Driver’s license, a selfie holding the driver’s license while the casino website on the background.

I send the documents promptly. This is while my account was previously verified.

i appreciate you looking into this.

best

FYI, I agree of they ask the documents again. My withdrawals were canceled 3 times with different reasoning, plus now that the website is down, I am anxious as what happens to my balance.

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

Dear Obai,

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,

Kristina