iWild Casino - yleistä keskustelua (sivu 21)

I couldn’t agree more. This is the worst customer support I’ve encountered so far—they ignored almost every email I sent and sent me only automated messages, or only reached out when they needed something like a KYC verification. The only real help I ever received was via the on-site chat, and even then they always redirected me to email for more complex issues. I also noticed that they completely revamped their site recently, adopting a crypto-casino–style design reminiscent of Stake.

Nothing's happening, KYC is still being processed. Truly terrible. I've been struggling for over a month now, including redesigning the website, to finally get my payout.

Es tut sich einfach nichts, kyc ist immernoch in Bearbeitung. Wirklich schrecklich, mache jetzt inklusive der Umgestaltung der Webseite schon über 1 Monat rum um endlich meine Auszahlung zu bekommen

I know it's a long wait, but if you're interested, you can lodge a complaint with us at this link. If it took so much time to get your money even before maintenance, at least you'll have some certainty that we'll try to support you.

What do you think?

I have done that, can the complaint be processed somehow, unfortunately I forgot to attach the screenshots

Habe ich getan, kann man die Beschwerde auch irgendwie bearbeiten, hab leider vergessen die Screenshots anzuhängen

Just wait for your complaint to get reviewed by our team, please, and you will be informed about what to do next.

Pleases stay away.

This is by far the worst casino experience I've ever had.

It's a small operation with awful support and ridiculous withdrawal times.

Today I've just hit the 2 month mark since the first email about the KYC process. I've responded to each request within hours and then wait weeks for a reply each time asking another question (sometimes for information I'd already provided previously). Farcical.

Hello, so you're saying you haven't been able to complete the verification process for two months? If that's the case, it's a very long time and it's not normal. What documents did the casino ask you for, and how is it possible that it's still not finished? Were any of them rejected, which is why it's taking so long? 

Either way, I would definitely file a complaint because this is not a standard time frame for player verification.

What do you think?

Yes I think I will file a complaint. Its crazy!

Definitely.

If you learn anything new, be sure to let me know.

Just a question: how long is it "normal" to delay the KYC process? Mine has been going on for two weeks now, and we're in week three!

Mal eine Frage: wie lange ist es „normal" den KYC Prozess rauszuzögern? Bei mir dauert es mittlerweile 2 Wochen und wir sind jetzt in Woche 3!

That's exactly the time which we give to casinos. 14 days is normal for us and after that we are trying to help players in need. 🙂

Can you describe what is the problem with verification?

I'd like to know that too! I've been waiting for over two weeks and only get standard emails or no reply at all! It's now week three.

Das wüsste ich auch gerne! Über 2 Wochen warte ich schon und bekomme nur standart mails oder gar keine Antwort! Es geht jetzt in Woche 3

My opinion is this: I had a "big" win, and before that I could always withdraw €100-150 without any problems. Now I wanted to withdraw the €7,000 I'd won gradually, and then I received the KYC email! And since then, nothing has happened! I inquire daily; I think they just want me to gamble away my winnings.

Meine Meinung dazu ist: ich hatte einen „großen" Gewinn, vorher konnte ich immer 100-150€ problemlos auszahlen, nun wollte ich die gewonnen 7000€ nach und nach auszahlen und es kam die KYC Mail! Und seitdem tut sich nichts mehr! Ich frage täglich nach, ich denke die wollen einfach das man den Gewinn verspielt

But I urgently need help with this; I just want my money back and never want to play there again.

Aber ich brauche DRINGEND Hilfe dabei, ich will nur noch mein Geld und dann nie wieder da spielen

Tonight, after more than two weeks, I received an email asking for an electricity bill or tax refund or something like that!!! They can't be serious.

Heute Abend nach gut 2 Wochen bekomme ich eine Mail, die wollen eine Strom Rechnung oder Steuer Erstattung oder so was haben!!! Nicht deren Ernst

Hmm, the casino should definitely respond faster than in your situation. I know it's not pleasant, but you have to complete the verification process in order to withdraw your money. 

Since you have an open complaint, our team will be at your disposal, and if the casino continues to give you a hard time, we will contact them.

I believe it will turn out well, but what you definitely shouldn't do is continue playing with your money. If you lose it, then there will be nothing we can do to help.

No, I'm not gambling away what I still have! I simply can't understand why the casino only wanted a selfie, card, and ID! Then almost two weeks of nothing. Suddenly they want other documents? Why didn't they just say so? And now it'll be another two weeks before I hear from them again?

Nein das was ich noch habe verspiele ich auch nicht mehr! Ich kann einfach nicht nachvollziehen, das das Casino erst nur Selfie, Karte und Ausweis will! Dann kommt knapp 2 Wochen nichts ungeheizt Wollen sie auf einmal andere Dokumente? Warum sagt man das nicht direkt? Und jetzt dauert es wieder 2 Wochen bis ich was von denen höre?

I would ask the same question. It's an unnecessarily lengthy process, and they could have asked for everything at once. I don't know why they didn't do that. Maybe it's precisely for the reason you said, that they wanted to drag it out. 

I believe it will have a happy ending for you in the end. 

If anything changes, I'd like to know about it.

How long exactly am I supposed to wait before you, for example, take action? I've filed a complaint, but nothing much has happened so far! I just want to find a solution, because I won't be playing there again anyway! I just want my money back and then I'm done with it!

Wie lange genau soll ich denn warten bis zum Beispiel ihr aktiv werden würdet? Ich habe Beschwerde eingereicht, aber da passiert auch nicht so viel bis jetzt! Ich will nur eine Lösung finden, denn spielen werde ich danach sowieso dort nicht mehr! Ich will nur noch das Geld auszahlen und dann bin ich fertig da!