iWild Casino - Pelaajien kotiutukset perutaan.

The casino at first gave me a huge run around with their KYC protocol. But I’ve played many casinos in the past that also did this, so I wasn’t surprised or confused, I provided everything they asked for, however my main problem was when I went to withdraw money, they initially cancelled all my withdrawals, but then after the KYC stuff, I tried again, and they released a small portion of my winnings. Now it’s been 3 times this week where they just cancel my withdrawal for no reason, and they don’t respond or provide any explanation. Now looking at some of the other complaints on this, and other sites, I can see it is a common theme. This is a very unethical way of operating.

Dear Hawestyle,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Have you received any reply whatsoever from casino support as to why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal currently pending on your account?
• Which withdrawal methods are available for you and which methods have you tried so far?

Looking forward to hearing from you.

Best regards,

Tomas

Over and over and over again, and this is their protocol so they can get away with never paying, they say, "the payment is in the queue, we have no control over the timeframe that payment is completed’ and then days go by, and the payment is automatically cancelled by their system due to timing out. Then you have to try again. And it does it again. It’s actually a very slick little loophole they’ve found. But it is extremely unethical and greasy. People lose patience and play their wins back to them. I’ve read this by other people about this casino. They should have their gaming license suspended for this type of crap. I am using my e-transfer because that is how I played. I used my chequing account. They need to honour the rules of fairness, it’s that simple. I have 1000 dollars pending. But it will timeout again. And I’ll have to try again, because I refuse to play it all back to them. I REALLY appreciate any help you can give me.

I am actually very surprised that this is allowed to happen, this can’t even be real. How does a casino continue operating when they rip people off like this?? Also, I noticed they replied to a bad review I gave them, and they said "As far as we can see the withdrawal process of our casino is working perfectly fine". It’s just blatant garbage. I look and see that this has happened to countless people. What a scam. How is this casino rated so highly? I will not touch my withdrawal, it will stay in the ‘queue’ forever maybe?

I’ve never seen anything like it. These casinos make a ton of money, how can this be allowed to happen??

I hope Casino Guru can help, this is a joke.

here are just a few of the conversations I’ve had with this casino, after I passed the KYC stuff, I tried to start withdrawing my winnings, and they just keep replying with the same thing, that the payment has been processed and is now the banks problem, but then 2 days go by and it is again ‘auto cancelled’ then I try again, and send an email, and the same thing, over and over and over again.

Im wondering why they would be marked as VERY SAFE when clearly it is not.

Since the last post, the casino has cancelled my withdrawal again, this just keeps happening. It’s actually almost funny how ridiculous this is. I am not going to play the winnings back to them.

Thank you very much, Hawestyle, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Hawestyle, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite iWild Casino representative to join this conversation. 

Dear iWild Casino, could you please provide more information about this case? 

Looking forward to your reply.

I have my withdrawal pending again, every time they cancel it, I re withdraw, it’s been almost 2 weeks. I’ve never seen anything like it. I looked at all the other complaints and reviews of this casino and can see the same pattern. They don’t pay out winnings, they only receive deposits.

Just by looking at the complaints, and also being stuck with this pending issue, it looks like a total fraud site. I don’t know what else to think??

I would like to reiterate that I have been trying for 2 weeks to withdraw my winnings and they always time out and are put back into the casino playable balance. This process has been repeated 4-5 times now. I wish I never played at this site.

they emailed me yet again saying that ‘we we regret to inform you, that your withdrawal has been cancelled due to expiry’

How do these guy have such a high ranking? Other casinos pay out in a maximum of 3 days. These guys still get to keep taking deposits from hard working people??? Wow

Update, since last post, it has cancelled my withdrawal 3 times.

Dear Hawestyle, 

thank you for your updates. We will now await the casino's response.

Dear Katarina,

As explained to the player by the finance department, withdrawals were rejected due to the fact that the time for the request expired and it was recommended to make a payment again.

At the moment, there is information, which was also provided to the player by mail, that all withdrawal requests are paid in the order of the queue, which is formed as they are received.

Also, the finance department reported that processing transactions can take from 0 to 5 business days, unfortunately, they cannot influence this process.

The finance department asks for patience and apologizes for the inconvenience.

Regards,

iWild casino representative.

Every 2 days the withdrawal request is cancelled due to timing out on the casino end. I have withdrawn many many wins from several casinos and this has never been an issue. It is on iWild Casinos end of things. I hope this can be resolved.

it has been over 2 weeks and 5 or 6 cancellations.

Dear iWild Casino,

thanks for your response. I acknowledge that processing all pending withdrawals can be challenging at times. However, the player should not be held accountable for any delays or inefficiencies on your part, and thus, canceling his withdrawals is not an acceptable course of action.

Could you please clarify the reasons for these cancellations? Additionally, would it be possible to prioritize Hawestyle's requests?

2.5 weeks. I think it must reset in the queue, is this the loophole?

Forever in the "queue" loophole

Cancelled again. It is actually pretty funny now.

i hope this can be resolved. There’s absolutely no reason to be delayed this much.

Dear Hawestyle and Katarina,

Withdrawals were cancelled automatically due to the peculiarity of the Interac payment system.

Payments on Interac are made as follows - the client requests, Interac assigns a transaction number.

The transaction number is valid for only 48 hours, but due to the difference in time zones with Canada, this period of validity is significantly reduced.

Unfortunately, this is what happened with your withdrawals. Requests were cancelled automatically after 48 hours.

Please make another request for funds and we will try to speed it up from our side.

Regards,

iWild casino representative.

Casino finally paid me out, but this was a horrible experience and I recommend not playing here.

Dear Hawestyle,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru