iWild Casino DE - Pelaajan kotiutus viivästyy epärealistisen vahvistuksen vuoksi.

Reason for complaint:

Despite submitting all the usual KYC documents (valid ID, proof of address, selfie with ID), my withdrawal is denied. Instead, the casino requires an unrealistic selfie with ID and the casino website visible in the background – a requirement that isn't listed in the terms and conditions and is technically difficult to implement.

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Grund der Beschwerde:

Trotz vollständiger Einreichung der üblichen KYC-Dokumente (gültiger Ausweis, Adressnachweis, Selfie mit Ausweis) wird mir die Auszahlung verweigert. Stattdessen verlangt das Casino ein unrealistisches Selfie mit Ausweis und gleichzeitig sichtbarer Casino-Webseite im Hintergrund – eine Bedingung, die nicht in den AGBs aufgeführt und technisch kaum umsetzbar ist

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Hello,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that providing the selfie seems to be the only issue?
• Could you please advise if the casino has approved the rest of your documents?

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,

Kristina

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.

Stay safe.

Dear Lindelotte and Casino Guru,

Thank you for bringing this to our attention. Unfortunately, there are currently no accounts registered at iWild with the email provided in the complaint. We kindly ask the player to provide accurate account details when able to inquire further and provide an accurate reply.

Respectfully,

iWild Casino Representative.

Dear Lindelotte,

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,
Kristina
Casino.Guru