iWild Casino UK - Player's account verification is delayed.

Have been signed up with the casino for a while now, but since they have rebranded there website they have now asked again for the account to be verified even thou it was done a matter of months ago.

I contacted support and they cannot give me a date when this will be done.

On top of that I received an email from a completely separate casino regarding my withdrawal so I contacted support again and they could not answer why there was a different casino contacting me regarding my withdrawal so obviously my data has now been breached by Iwild casino.

So yet again been forced to submit a complaint again regarding this matter.

I will also be looking to contact the casinos licence authority regarding my data breach and the fact they are deliberately slowing the process down to get the account verified and monies owed sent to me.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWild Casino UK. Please note that, according to our review, the casino doesn't operate under any license. You can find the license status of every casino that we review on the same spot, or you can use filters to browse online casinos with your specific license requirements. Our data team does its best to keep this information up to date.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify when you completed account verification in the casino previously?
• Which documents is the casino requesting currently?
• Have you registered an account in Snatch Casino as well? Did the support of Iwild Casino provide any assistance or advice regarding your concerns?
• Did the casino support confirm that the verification requests of your iWild account are valid?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the ongoing issues? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good Afternoon

I signed up with the casino about 4-5 months ago all documentation was sent in and account was verified.

They have recently rebranded there website and since then have asked for the account to be verified again.

I recieved a email regarding my withdrawal from Snatch Casino that I have never been involved with or signed upto.

I contacted customer support who yet again have not helped at all cannot tell me why my personal details have been breached and completely swerved the question.

I deposited without any bonus so there was no wagering involved. Regarding sending replys I cannot as the casion have not replied to any emails but I have attached the recent ch

Just an update.

Account still not verified

No answers from chat

No reply to any emails

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Good Afternoon Martina

As it stands there have been no changes.

Account still not verified. Endless emails to the KYC Department but no reply.

Had reply from support emails but just the same thing said ie we understand your frustration and to remain patient which is abit of a joke to be honest.

I feel now I will not see any of the money owed and I am just being fobbed off.

The above are emails sent to KYC as you can see no reply

Well it looks like now I have been blocked from the website

Dear trevor23,

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. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite iWild Casino UK representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

This should be interesting

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I don't think its fair as they have not answered that they get anouther7 days to reply.

This is nearly 4 weeks now since docs were sent in

I do understand you frustration, however our standard time frame for casinos as well as for players is 14 days.

So low and behold no reply

Still no reply

Dear trevor23,

I’m very sorry for the inconvenience. Due to a technical issue, the casino unfortunately did not receive any notification or email regarding your message, which is why there was no response. The issue has now been resolved.

I would kindly like to ask the casino representative to provide more information about this case and clarify the reason why the player has not yet been verified.

Thank you very much in advance for your cooperation and for sharing these details.

You are joking. This is beyond a joke now. So now they have been given 7 more days because they say there was a technical issue I am not being funny this casino is plauged with issues. This is just another tatic to stall and not pay.

This safety rating needs to be looked at and adjusted. As you can see this is not how you treat people. How long can this go for

I also think it is only fair you make my review avalible for people to see now as this casino is not trustworthy

If the issue has now been resolved like you are telling me they should reply straight away not given 7 more days. I am flipping livid.

Dear Trevor23,

We have received feedback from the relevant department regarding your case. According to the latest information, the documents you previously submitted do not meet the verification requirements and therefore cannot be accepted.

We kindly ask you to provide the documents requested by the verification department in order to proceed with your account verification.

Thank you for your cooperation and understanding.

Best regards,

iwildcasino representative.

The documents have now been sent. I have relied to your email. I assume this will be done as a matter of urgency due to the ridiculous amount of time taken. Can you please reply here with your answer to when it will be done

I would also like to add there has been no explanation to why my personal details have being breached.

So account verified today 01/09/25. Now let's see how long the withdrawals take.

Thank you both for cooperation.

Dear trevor23,

Now that your verification has been completed, would you consider this complaint resolved?

No this is not resolved i have now had my withdrawals cancelled. I get this when I try to make a withdrawal and now the casino have said it can take up to 14 days to check my game play. All because I dropped a max win off a 40p bet. This casino will find anyway possible to turn you over and stall and not pay.

Dear iWild Casino,

Could you please prioritize this matter and let us know the outcome at your earliest convenience?

Thank you very much for your cooperation.

Appreciate your time Martina.

There safety index needs be looked at i can see there is me and many others affected by the casinos underhand tactics to stall this process as long as they can. I have done everything they have asked and then they find a different way to stall. All I want is the monies owed that have been won fairly and I will then happily close my account.

Dear Trevor23 and Casino Guru,

We can confirm that the recent withdrawal request has been selected for provider check by our automation, in full accordance with our Terms.

Any withdrawal request may be subject to an automated session check, which has currently been completed. As a result of the automated check, the player is currently undergoing a provider check. This is a manual security process, separate from the player's completed verification, aimed to check the automated results and eliminate false positives to ensure fair gameplay for both parties involved.

We would like to note that simple initiation of the check is not in any way an accusation towards the player's behavior or betting pattern, since quick initial session check may contain known false positives, which are eliminated during the manual check.

In accordance with our Terms, the check may take at least 7 days. For clarity purposes, average estimated check time is around 14 working days, however, due to circumstances, we will do our best to complete it quicker, if possible.

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. 

Thank you for your cooperation and understanding.

Best regards,

iWild Casino Representative.

All i know is i deposited brought the bonus for €40 and hit a max win my first one ever and probably will not happen again. If this can been done as a matter of urgency as the time spent, stress and anxiety caused by this is a appalling.

Well thats 7 days gone. So it does look like we are going to have to wait even longer. Not surprised.

Dear Trevor23 and Casino Guru,

At this moment, the provider check is still ongoing, within expected timeframe noted earlier. We hope the provider's anti-fraud team reports back as soon as possible.

Best regards,

iWild Casino Representative.

So do I. This has been the worse exprianace I have had with a casino.

Can you just get this done so I do not have to deal with this casino again.

Dear trevor23,

I totally understand how frustrated you can be..however I hope the check will be done soon .

Dear iWild Casino, please keep us updated.

I can guarantee they will run the clock down for the full 7 days to buy themselves more time this is what this casino does. As i said I deposited brought the bonus and hit a max win. When this is done I will then close my account.

Once again Martina thanks for the time spent dealing with this.

Would also like to note there has still been no explanation to how my personal details had been breached

Right there's 14 days gone.

Still no sign of being able to make a withdrawal.

How long can they drag this out for?

We are now 6-7 weeks from start of complaint.

I am fed up with them coming back with a ridiculous answer and then being granted 7 more days so they can buy themselves more time. I think now if this is not done within the remaining time left ( 2 days 8hrs) we need to look at making this a Unresolved Case to bring the safety index down to warn other people this casino is not fit for purpose and i will then raise anouther complaint regarding the withdrawal. It's quite clear the casino are trying everything in there power not to pay.

So there's 15 days gone. Still not able to withdraw. This is beyond a joke now.

Dear Trevor23 and Casino Guru,

Unfortunately, the provider has currently yet to complete the review of the player's bets. At the moment, the estimated average of 14 working days still applies as we expect a reply from them soon. We will update the player as soon as we receive a reply.

Best regards,

iWild Casino Representative.

This has now gone pass the 14 days.

Martina I think now we have to look at marking this as unressolved and I will raise a separate complaint regarding the withdrawal. The way I have been teared by this casino is a disgrace. I am not waiting 7 more days. All they do is reply to buy themselves more time.

So now thats 16 days and still not able to withdraw my money.

Good Morning Martina

Can we please look at marking this case as unresolved please. It's quite clear that they have no intention of getting this done. People need to be made aware of how bad this casino operates. I will then raise a separate complaint regarding the withdrawal. The safety index given to this casino i n my opinion is false as you can clearly see by this case that has now dragged on for nearly 2 months and I can see there are plenty of other people having the same problem.

Please Martina can you reply to this today please.

The casino have no intention of getting this done. Juat reply to emails with the same pathetic excuses. This needs to be brought to other people's attention. People cannot be treated this way .

17 days still no money

Dear Trevor23 and Casino Guru,

We have received a response from the provider's anti-fraud team. Upon their review, they were satisfied with the player's betting history and finished their check. As such, the player's account is currently unrestricted.

Best regards,

iWild Casino Representative.

Good Morning Martina.

I have been able to make a withdrawal request. I would still like to keep the complaint open until I have seen funds arrive to my bank. I can see there are still people across review sites having problems recieving there withdrawals and have also experianced it myself previously with this casino.

Dear Trevor23,

I completely understand how frustrating this situation must have been for you. Unfortunately, the game provider’s checks are outside of the casino’s direct control, which means we can’t influence them as much as we’d like. That said, I’m very glad to hear that your patience has paid off and you’ve now been able to request a withdrawal.

Of course, I’ll keep this complaint open until your funds arrive. Please keep me updated on any progress so we can ensure everything is resolved smoothly.

Now over a week since 1st withdrawal and I have on recived one payment so far. Slow process!

Dear Trevor23 and Casino Guru,

We wish to provide an update and inform that two withdrawals have been processed recently, on September 23rd and 26th. The remaining withdrawals are being worked on by the team within limits and processing throughput constraints.

Best regards,

iWild Casino Representative.

Dear trevor23,

I understand that you feel that it takes too long to get your money, I believe that´s frustrating!

I will keep this complaint opened until your confirmation regarding successful withdrawals.

Please let me know as soon as you receive the payment.

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

Dear trevor23,

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,

Martina