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I have been waiting to be verified for four weeks now. I have submitted all the documents they have asked for and the last one I submitted is as per the picture I am attaching.

Last week I asked via chat if it was okay for me to make a withdrawal, I got the answer that it was okay to make a withdrawal so I deposited money and won a small amount. Made a withdrawal of €300. But two days later the money was back in my gaming account. By then the withdrawal page had also disappeared and it said that the process was not complete. See the attached picture.

I then played some more with my winnings and now have €900 in my account.

Over the last few weeks, I have emailed both support and the Kyc team but have not received any response whatsoever.

This is such a shame because I really like this casino and I have also recommended the casino to my friends.

I have previously been able to make withdrawals and did so most recently in September 2025.

I hope with your help I can solve this so that I can get verified and continue playing at this casino!

Jag har väntat på att bli verifierad i fyra veckor nu. Jag har sänt in alla dokument de har bett om och det sista skickade jag in enligt bilden jag bifogar.

Förra veckan frågade jag via chatten Om det nu var okej för mig att göra uttag, fick svaret att det var okej att göra uttag så jag satte in pengar och vann en mindre summa. Gjorde ett uttag på 300 €. Men två dagar senare var pengarna tillbaka på mitt spelkonto. Då hade även sidan för uttag försvunnit och det stod att processen inte var färdig. Se den bifogade bilden.

Jag spelade då lite till för mina vinstpengar och har nu 900 € på mitt konto.

Jag har under de sista veckorna, mejlat till både support, såväl som Kyc-teamet men inte fått något svar överhuvudtaget.

Detta är så synd för jag tycker mycket om detta casino och jag har även rekommenderat casinot till mina vänner.

Jag har tidigare kunnat göra uttag och gjorde det senast i september 2025.

Hoppas Med er hjälp kunna lösa detta så att jag blir verifierad och kan fortsätta spela på detta casino!

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 jenli753,

Thank you very much for submitting your complaint. I’m sorry to hear about the long verification delays and the issues with your withdrawal request.

To better understand the situation and see how we may assist, could you please clarify the following points?

• When exactly did you submit the most recent document for verification (date)?
• Did the casino ever confirm receiving your documents, or has there been no reply at all?
• You mentioned you previously made successful withdrawals — were those before verification was requested, or had you already been partially verified at that time?

If you have screenshots of the chat discussion, the KYC section, or emails confirming your submission attempts, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi! Thanks for the answer/info!

As you can see in one of the pictures, I sent in the last one on 11/27 and then received a response according to the picture I attached.

Yesterday, exactly four weeks later, I received a response from them that that picture was not valid either, they are asking for an additional picture where I should have an ID, as well as a picture on their website when I am logged in with my face. This is not easy to achieve, but I have received several such pictures.

What they wrote yesterday was that it was blurry, I took another one and sent it to them last night. I asked for a quick response but still no response or confirmation.

I made a withdrawal in September, when I had sent in the documents with bank account, passport photo and short confirmation. I was then verified and was able to withdraw money from my gaming account.

There is an incredible amount of different documents and photos to submit, it's an exaggeration, I can understand that it's about security, but it should take over four weeks to be able to make a withdrawal is far too long.

Hej! Tack för svar/info!

som du kan se på den ena bilden sände jag in det sista 27/11 och fick då svar enl bilden jag bifogade.

igår, alltså exakt fyra veckor senare fick jag svar från dem att inte heller den bilden var giltig, de ber om en ytterligare bild där jag ska Ha en legitimation, samt en bild på deras webbsida när jag är inloggad med mitt ansikte. Detta är ju inte lätt att få till men jag har fått till flera sådana bilder.

det de skrev igår var att den var suddig, jag tog ytterligare en sådan och sände dem den igår kväll. Jag bad om snabbt svar men inte ännu något svar eller bekräftelse.

Jag gjorde ett uttag i september månad, då hade jag sänt in det dokument med bankkonto, foto på pass och kort bekräftelse. jag blev då verifierad och kunde ta ut pengar från mitt spelkonto.

Det är en otrolig mängd olika dokument och foton man skall skicka in, det går ju till överdrift, jag kan förstå att det handlar om säkerhet men att det ska ta över fyra veckor att kunna göra ett uttag är ju alldeles för lång tid.

Dear jenli753,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru) . This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear jenli753,

I am so sorry to hear about your problem with the iWild Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a iWild Casino representative to join this conversation and participate in resolving this complaint.

Dear iWild Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear jenli753 and Casino Guru,

Thank you for contacting us regarding player's concern. At the moment, we can see that the player has successfully provided requested documentation and it was accepted by the KYC department. Currently, there should be no restrictions on the player's account.

As we see, the player has placed several withdrawal requests earlier today, which the team has already finalized. At the moment, no other requests remain and the player's balance is empty.

Respectfully,

iWild Casino Representative.

Now something happened, I'm verified and can withdraw money from my gaming account!

I'm glad this is finally resolved because I really like this casino and would like to continue playing there.

Have the same question regarding their

sister casino Snatch so I hope I don't have to wait so many weeks to get verified there too, have submitted the same documents to them, everything they have asked me for and then some.

Hope this gets resolved, I like both of these casinos a lot and can now continue playing!

Thanks for the help, Guru!

Nu så hände det grejer, jag är verifierad och kan ta ut pengar från mitt spelkonto!

Blir glad att detta äntligen är löst för jag tycker mycket om detta casino och vill gärna fortsätta spela där.

Har samma undran avseende deras

systercasino Snatch så jag hoppas att jag inte behöver vänta så många veckor för att bli verifiera där också, har skickat in samma dokument till dem, allt de har bett mig om och lite till.

Hoppas detta löser sig, tycker om dessa bägge casinon Mycket och kan nu fortsätta spela!

Tack för hjälpen, Gurun!

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

Dear jenli753,

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,

Igor