iWild Casino - Pelaajan tiliä ei vahvisteta.

The casino is not identifying my account even though I have sent all the necessary documents

Το καζίνο δεν μου ταυτοποιεί τον λογαριασμό μου ενώ έχω στείλει όλα τα απαραίτητα έγγραφα

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have sent my ID, landline and internet bill, selfie and card.

Έχω στείλει ταυτότητα, λογαριασμό σταθερού τηλεφώνου και ίντερνετ,σελφι και την κάρτα μου

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly add the communication between you and the casino customer support regarding the KYC verification of your account as well.

Thank you Veronica, I sent them to your email.

Ευχαριστώ Βερόνικα,σας τα έστειλα στο μέιλ σας.

Hello Dragon7619,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Dragon7619, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Dragon7619 and Casino Guru,

Thank you for bringing this concern to our attention. Upon review of the player's account, KYC department has noted that we are not awaiting any additional documents from the player at the moment. The player does not have any pending withdrawal requests.

Respectfully,

iWild Casino Representative.

Dear iWild Casino,

Thank you for your message and for the clarification provided.

Dear Dragon7619,

Could you please confirm whether you are still experiencing any issues with iWild Casino, or can we consider this matter resolved?

Thank you.

Dear Dragon7619,

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,
Kubo
Casino.Guru