iWild Casino UK - Player's withdrawals are delayed and cancelled.

Waited 11 days for 3 withdrawal requests of 1000 and was told not to worry but then they cancelled all 3 and asked for kyc and I’ve sent all documents requested in to them. There terms say will be reviewed and processed within 5 days well I’m now on day 13 and all I get is it’s being processed. Altogether now this whole saga has taken 24 days I’m convinced they’re trying to get me to spend the 3000 balance but I’m determined not to. Can you please help ?

Thanks

M*********

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.

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Dear matty12345678,

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 did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hi I’ve sent my passport, also a selfie with my passport in front of there website on another device, a screenshot of my virtual card payment method as no physical card but also card confirmation too just incase. This was all sent in the correct format on the 16/09/25 which was the day they requested it after leaving me wait 11 days previously before cancelling my withdrawals to ask for this. Support keep telling me they’ve recieved everything and it’s in the process and sorry for the delay but still nothing and it’s well over there timeframe now of 5 days in there terms.

Thanks

Matthew

Dear matty12345678 and Casino Guru,

Thank you for contacting us with the player's concern. After an additional inquiry with the KYC department, unfortunately, information on the provided selfie was too blurred and unreadable. As such, the KYC department has requested the player to provide an updated photo with information clearly visible. We kindly ask the player to check their inbox and reply when able.

Respectfully,

iWild Casino Representative.

Hi I’ve already done this as requested recently so have now submitted again by email. Please note I’ve had no email from the kyc department at all about this

Please see screenshot of email as proof

Update of the situation it’s day 16 today and still recieved no email or nothing has been received from kyc. Going into another weekend I can’t believe it everything has been submitted and re submitted on request this service I genuinely really bad. I already had 11 days waiting for withdrawal before this before it was cancelled. I’m determined not to spend my balance

Dear matty12345678 and Casino Guru,

We would like to inform that the player has resent the same unreadable document. Unfortunately, it cannot be accepted. The KYC department has once more sent the instructions to provide a new image. The website must be visible in the background, and both player's face and ID must be in the image in full. The ID text must be clearly visible and readable.

If the player is not receiving documentation, we suggest checking in with their email domain host, as some of the KYC emails to this email address have received a bounceback notifications, meaning they were blocked on the side of the player or their domain. For the player's convenience, information from KYC will be noted in this discussion as well.

Respectfully,

iWild Casino Representative.

just sent another one and double checked it’s clear and readable have even checked with your support and they agree. I’m recieving all emails from your support team but none from kyc dept. maybe ask support to send on to me because I can’t see why I’m not recieving emails from you. Can we please get this done and dusted today as the time has been ridiculous. It’s so difficult to take a selfie with your passport in front of your Home Screen and I’ve done it 3 times now. I like to do this in privacy with nobody about and something I’ve not done before most casinos ask for a selfie with your passport which is fine but this extra bit with a screen makes it really difficult

I’ve also just sent a screenshot with a selfie and a passport to hand without the screen incase you also say the last one isn’t acceptable the face is in full and the passport and is fully readable

thanks

Hi Iwild casino can you confirm if my account is now verified?

Thanks

M*********

Dear matty12345678,

thank you for your messages.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Dear iWild Casino,

Have you had a chance to review the images? I would appreciate your feedback on whether they meet your expectations.

Thank you in advance for your reply.

Best regards,

Katarina

Dear matty12345678 and Casino Guru,

The provided images have been received and verified by the KYC department earlier today. A request for additional documentation was sent to the player as well. We kindly ask the player to check their inbox and provide the requested files when able.

Respectfully,

iWild Casino Representative.

Hi as mentioned earlier in the thread I’m only receiving emails from the support team and not the kyc team.

You said because of this you would ask any questions or anything further required on here. I’m glad to hear the selfie and passport have been verified can you please advise what additional documents you need on this thread please?

Thanks

M*******

Dear matty12345678,

Of course, we attach the copy of the KYC email below for convenience:

Dear Player,

So we can proceed with the verification of your account, we kindly ask you to submit supplemental documents 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. Kind regards.

Respectfully,

iWild Casino Representative.

Hi have just submitted utility bill as requested can you confirm on here when account is verified

thanks

m*******

Hi iwild casino

Do we have an update on account being verified yet?

Thanks

M*****

Dear matty12345678 and Casino Guru,

We have received an update from the KYC department, who are glad to report that the player's verification has now been completed upon provision of required documentation. We thank the player for their cooperation!

Respectfully,

iWild Casino Representative.

Thank you iwild casino for confirming this so glad the first part of this complaint has been successfully resolved. I have now submitted my first 1000 dollar withdrawal of 3 I’ll need to make I realise your limits are 1000 a day.

Casino Guru may I ask this complaint remains open till these have been successfully processed as prior to verification these where cancelled 11 days after they where requested and has been going on since the 6/9/25. I’m hoping these can go through quickly and smoothly now. The withdrawal request has been made to the same payment method used to deposit as the terms state it needs to.

Thanks

M*********

Hi just to update Ive now submitted 2 withdrawal requests in the the last 24hrs got 1 more to do. No funds been recieved yet your terms say between instant and 48hrs so I hope to finally start recieving these tomorrow.

Thanks

M*******

Hi so I recieved 1 of the withdrawals on Thursday 9th October which was quite efficient and in 24 hours. The other 2 have now been pending though for 72hrs and the terms say it’s instant or up to 48hrs maximum. I hope to receive these tomorrow Monday 13th October as maybe being weekend the time only counts in the week on working days

Dear matty12345678 and Casino Guru,

At the moment, the financial department has fully processed two out of three player's withdrawal requests. The remaining request is being worked on by the team, within constraints of limits and payment processing throughput.

We wish to remind the player that our Terms do not stipulate maximum timeframe of 48 hours for withdrawals. The current Terms outline the following:

7.9. 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.

Respectfully,

iWild Casino Representative.

Dear iWild Casino,

thank you for your messages and cooperation.

Dear matty12345678,

thank you for your messages.

This complaint will remain open until you confirm the arrival of all your funds.

Have you received your requested withdrawal yet, please?

Looking forward to your reply,

Katarina

Hi Katarina

Currently waiting on the final withdrawal of 1000 which was requested 98 hours ago.

Thanks

Matthew

Hi I’m still waiting on this final withdrawal it’s been a week since requesting it now. That information you sent on this thread says 72hrs.

Matthew

Dear matty12345678 and Casino Guru,

The team has finished the processing of the final withdrawal. We are glad to update that there are no further pending withdrawals upon completion of this one and no further funds remain on the game balance. We thank the player for their patience during this time!

Respectfully,

iWild Casino Representative.

Hi I can confirm I’ve now recieved all funds and appreciate both for the communication in this matter.

Unfortunately though due to the stress of all this and over 40 days waiting may I request that I wild casino close my account permanently with no chance of ever reopening it.

I only play at casinos with efficient times and the ones I play at process withdrawals and verification within 24 hrs.

Appreciate you can only do what the process allows you to but for me this timeframe is unacceptable. Can you please confirm on here when my account is permanently closed please?

Thanks

Matthew

Dear matty12345678,

For account closure requests, please contact our support team via email to start the process, as we would not be able to create a necessary log via forum requests.

Respectfully,

iWild Casino Representative.

Dear matty12345678,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system.

Please adhere to the casino's specified procedure for account closure requests. Our support for account closures is primarily directed towards players experiencing difficulties with gambling addiction. Based on the information provided, it appears this does not apply to your situation, and we trust you can independently complete the account closure process.

Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru