iWild Casino - general discussion (page 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.

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

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!

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.

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.

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

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.

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?

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!