iWild Casino - Player unable to withdraw funds after address change.

Good afternoon, I am trying to withdraw R$763. My account was already verified, and I had made a withdrawal before. They decided to do another verification because I informed them that I had changed my address. I sent in both proof of my previous address and my current address, but so far, nothing has been done. I am asking for your assistance.

Dear nyquemarques,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

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

I'm trying to change my address. I can't change the address. I have already sent all the documents informing them and have not received any answers yet.

I have had this registration for over 5 years

I cannot open another account due to duplicity. So I can't verify the account again

Because of the address, which I changed.

The 2 accounts. One with the old address and the other with the current address. However, they don't want to change it.

Thank you very much for your reply, nyquemarques. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

After much cost. I was unable to change the address. I got a receipt from my bank to send to them. In conclusion, I was able to verify it.

They accepted and completed the verification. But they didn't change the address.

Has there been any news regarding your withdrawal?

Yes. I managed to receive it today after so much documentation and bureaucracy. Thanks

Dear nyquemarques,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru