iWild Casino - Player's withdrawal request is delayed due to pending KYC.

The final withdrawal request was made on July 31, 2025.

KYC was required again, so I resubmitted the documents.

After that, to check the progress of KYC

I contacted them by email but haven't received a reply from them.

It's been a long time since I submitted the documents

Around September 10th, I was informed that there was a problem with the documents.

The documents were submitted again on September 22nd.

During the above period, there was almost no response from the other party.

(Even if you contact the chat on the site, they will say "I don't know")

In the end, two months have passed since the first action.

KYC is still pending and withdrawals are not possible.

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 which of your documents you submitted to the casino for verification?
• Have any of your documents been approved?
• Which of your documents are currently pending verification?
• When was the last time the casino communicated with you regarding the verification of your account?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

・Please specify the documents you have submitted to the casino for verification.

①Personal ID card front/back

② Selfie with ID in hand with casino site in the background

I remember that

-Have any documents been approved?

There was an error in ② and I was asked to resubmit it, so I am submitting it again.

-What documents are currently awaiting verification?

I think it's probably ②.

When was the last time a casino contacted you to verify your account?

Yesterday, I contacted them to ask, "What's going on with KYC?"

What types of games did you play? Slots, live casino games, or bet on sports?

Live casino and slots

Dear JIN_KORO and Casino Guru,

Thank you for bringing this concern to our attention. After an inquiry with the KYC department, they have made a request to provide the documentation in English language. As such, we ask the player to either provide the document in English or produce an official English translation of it. For player's convenience, this request was also sent via email.

Respectfully,

iWild Casino Representative.

Dear iWild Casino representative,

Thank you for reaching out to us and providing us with the explanation regarding the player's issue.

Dear JIN_KORO,

Have you provided your documents to the casino in English, as requested?

Dear JIN_KORO and Casino Guru,

Unfortunately, since the latest communication, we have not received any updates from the player. The KYC department continues to monitor the inbox in case the player provides requested information.

Respectfully,

iWild Casino Representative.

Dear JIN_KORO,

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.

Dear JIN_KORO and Casino Guru,

To provide an update to the ongoing case, the player has not provided any new documentation since our latest update.

Respectfully,

iWild Casino Representative.

Regarding this second KYC request

After submitting the documents multiple times, I was surprised when they finally asked me to translate them into English.

What were the documents you've provided up until now? You should have said that from the beginning.

How many months did you have to wait to hear the English translation? I'm just distrustful.

It's a hassle to submit documents over and over again.

I want you to clearly state in English what documents you want.

If I know that, I would like to address it.

Dear JIN_KORO and Casino Guru,

We would like to note that communication with the KYC department is handled in English language, which is why a translation to English is required if any information written needs to be understood and verified. The latest request is as follows:

We kindly ask you to submit supplemental documents in English such as a utility bill that shows your full name, residential address and date of the bill (not older than 90 days). Please only upload the one page which contains the required information and use an image file format (such as PNG, JPEG, PDF).

Additional forms of utility bills that are also acceptable include, but are not limited to: a current lease, a proof of enrollment at a college or university, or a tax return.

Respectfully,

iWild Casino Representative.

Thank you, dear iWild Casino, for clarifying to the player which documents are needed.

Dear JIN_KORO,

Have you managed to get the documents translated into English yet? Please keep us updated.

Dear JIN_KORO,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.