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

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Dear Kleach2307,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Could you kindly let me know when you first became aware of the misspelling in the email address?
2. Have you contacted customer support as soon as you became aware of the issue?

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,

Attila

Dear Kleach2307 and Casino Guru,

iWild processes withdrawals within the Terms and Conditions, as written:

7.8. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

The withdrawals were requested via card at 11pm UTC on Friday, February 6th. As such, the stated timeframe is yet to finish and submission of a complaint is premature. The team is currently processing requests as normal. We wish to remind that transactions, requested via the banking system, cannot be completed during banking weekends due to the third parties not performing transactions during this time. As such, iWild only had less than 12 hours to process player's request during operating time at this moment.

As for the player's email address, it is currently not possible to alter an email address, which the player registers with, as it serves as a unique identifier. If the player wishes to use an account with an accurate email address, once withdrawals are completed and the balance is empty, we suggest contacting support to close the current account due to wrong email and then opening a new account with correct credentials. We note that contacting support with details is crucial to avoid detection as duplicate account in the future.

Respectfully,

iWild Casino Representative.

Dear Kleach2307 and Casino Guru,

To provide an update, the withdrawals have now been processed fully, within expected timeframes and Terms of iWild. No further pending requests remain and player's balance is empty. We thank the player for their patience.

Respectfully,

iWild Casino Representative.

Dear Kleach2307,

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,
Attila
Casino.Guru