iWild Casino - Withdrawal of player's winnings has been delayed.

iWild is acting unfairly; I deposited €50 and won €350. I tried to withdraw the winnings and asked customer service if everything was in order; I was told it was and that the winnings would be paid to my account quickly. This happened on July 14th. At 5 a.m. on July 15th, I received a request for KYC verification: a selfie holding my ID card, plus photos of both sides of the ID card. I did this. Then they asked for a selfie of me holding the card alongside their website. I did this. Another day passed, and they asked for a better photo. I did this.

Another day passed, and they asked for proof of my Skrill account. I did this. Now, once again, I’m hearing nothing, and my account isn't being verified. And they dont ask everything what they want documents in first time, they do it one by one, in one day or 1-3 days and support team says its okay that ask one document and that one document clarified can take 1-3 days, then ask second document and that takes another 1-3 days and they keep doing that. And you cannot get your winnings.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Xiujkdsj,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Xiujkdsj and Casino Guru,

The player is indeed undergoing a KYC verification process, in accordance to iWild's standard KYC Policy. The documents are being requested by email with detailed parameters included, to ensure clarity and swift responses. We wish to note, that the list of possible documents, as well as expected processing timeframes are always listed in the KYC Policy, so the players can familiarize themselves with it and be prepared for submission: https://iwildcasino.com/main-info/kyc-policy

If the player has provided the recently requested financial documentation, the KYC department will process the submission during the working hours:

Monday-Friday

From 8 a.m. to 4 p.m. UTC+0

Respectfully,

iWild Casino Representative.

The dishonesty on the casino's part continues here, too; I have been told multiple times—both via email and by customer service—that the KYC team is on duty Monday through Friday from 10:00 to 19:00, not 8:00 to 16:00. Furthermore, they don't ask for all the documents at once but rather one at a time—or one every 1–3 days—with each additional document request adding another three days to the processing time. Even though I have proactively submitted the required items—selfies (showing my face, the gaming site in the background, and me holding my driver's license), photos of both sides of the license, proof of my Skrill account, a deposit receipt, a bank statement, and a photo of a utility bill—they still aren't processing it and continue to stall. I’ve read about this kind of experience everywhere, and players often never receive their money.

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

Dear Xiujkdsj,

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,

Jean