iWild Casino - general discussion (page 25)

Oh, I guess this is not the usual convenient withdrawal process and I get how it feels. Perhaps being persistent and not losing the balance is the first step in this case. Well, I guess we have to wait and see what happens next. 🤨

It's been a week since I sent my documents, 0 responses.

I haven't been able to withdraw my money for over two weeks.

Hi, that's not what I hoped for. Since it seems the casino had 14 full days to resolve payment with you but failed to do so, I would go for the complaint without hesitation.

https://casino.guru/complaints/create

Time for waiting has come to an end, now the casino should explain what seems to be the problem. The way I understand it, though, no one has been in touch with you for two weeks, that not normal, I'd say.

May I perhaps know when was the last time you reached out for updates and through which channel?

Monday will mark 14 days since I initiated the first withdrawal, which was canceled after 3 days… the reason is unclear; I had to find out myself through online support. Nine days ago, I sent the KYC documents, and I've received zero responses, no acknowledgment of receipt, and no indication that it's being processed. Supposedly, the online chat tells me it takes 3 days, which have already passed. It's also worth noting that the online support messages are all pre-written and completely unhelpful. I sent emails on Monday and never received a response.

After trying to withdraw again, they disabled the option.

I will wait until Monday, August 3rd, and if I do not receive a response, I will file a complaint.

Of course, please go for the complaint as soon as possible. I get this must have been very frustrating and as far as I can say, nothing has ever indicated what exactly the problem was. That's, in my opinion, not the best way to have the KYC and withdrawal resolved on their own. 😐

Have you been paid yet? They owe me $2000 USD and the payment is still pending.

I've been waiting for my money for a few days now and it's still pending. Seeing all the comments, I know I'm going to have to go through the same thing: after a few days they'll ask me for KYC verification, I'll have to cancel my withdrawal and wait many more days for them to pay me.

Casinos like this that engage in such anti-customer practices should be removed from their listings or given a fair rating, not a manipulated one. This casino isn't even as large as its review claims; they have problems paying out, delaying KYC verification and payouts for weeks, trying to get users to gamble that money again and lose it. These kinds of tricks are typical of low-quality casinos.

It's regrettable that I ended up playing at this casino, but my biggest annoyance is with Guru, who recommends this casino as if it were the best there is, even claiming to have won a Guru award, which is completely false. The casino has a terrible user rating and hundreds of complaints.

I ask that you stop recommending these types of sites; I will file a complaint as soon as the required number of days has passed.

And on the other hand, play at casinos that care about their players and pay out quickly; there are many like Rolbit, Epicbet, Respin, BCGames, Stakes, etc. Don't fall for these kinds of sites, which are disguised scams.

I’d say it’s quite common for a casino to request KYC when a player makes a withdrawal. It doesn’t happen in every single case, but in many cases the casino will ask for identity documents or other verification before processing the payment.

Of course, the process shouldn’t be unnecessarily prolonged. Ideally, both the verification and the withdrawal should be completed within around 14 days. If it takes longer than that without a proper reason, I completely understand why players become frustrated. I wouldn’t be happy either if a casino was dragging the process out for no reason. At the same time, verification is an important process for both the player and the casino.

As for our recommendations, I think we’ve been doing this long enough to know what factors we consider important when evaluating casinos. I appreciate your opinion, but I don’t think we’re going to change our approach based on one individual opinion.

This casino won our award because, according to our evaluation, it deserved it. There’s no reason for us to mislead anyone about that. The casino has also resolved all of the complaints it has had with us, which certainly isn’t something we see with every casino. They communicate with us as well, and when a problem arises, they are willing to work with us and the player to try to resolve it.

That level of cooperation is also one of the reasons why the casino has such a high Safety Index. So that’s basically how I see the situation.

I really appreciate your comment, but it's hard to believe that the rating and that supposed award are real, if when you average the comments they give a negative score for the casino and here it still appears as if it were a casino of almost 10/10.

The other thing is that normally a KYC takes hours or days at most, but not weeks; many casinos even have KYC systems implemented that give you the result in minutes.

Not to mention that I've personally played at about 100 casinos and this is the first time I've come across one that limits the maximum withdrawal amount to $1000 USD, as this casino does.

all the best

Thanks for your reply. Of course, forum posts and user reviews can be negative, and they’re definitely an important factor when deciding where to play. At the same time, it’s worth keeping in mind that players often come to forums mainly when they have a problem. When everything goes smoothly, many people simply take it for granted and don’t leave any comment at all, so sometimes it’s important to look at the wider context as well.

As I mentioned, this casino has more than 100 resolved complaints. That means that when problems do come up, the casino generally engages with the complaint process and tries to resolve them. That’s important and one of the main reasons why the casino has the rating it currently has. Of course, the Safety Index is based on several different factors, but complaints can have a significant impact. If a player has a problem and the casino doesn’t resolve it, an unresolved complaint can lower the Safety Index.

Regarding KYC, I’ve seen plenty of cases where verification wasn’t completed within a few hours or even a couple of days. Sometimes it is very quick, but sometimes it isn’t. It depends on the casino, what documents they need, and how they carry out their checks.

Withdrawal limits are also quite common. Some casinos, for example, have limits as low as €500 per day, which I personally consider quite low. So a €1,000 limit can still be relatively reasonable in comparison.

Of course, if you don’t like these conditions, I completely understand that. Everyone has different preferences when choosing a casino.

Okay, thank you for your time in responding. In my particular case, I've been waiting four days for payment from your casino. They state that payments take between 24 and 72 hours. Can I file a complaint here? I'm not getting any response from your support team.

Hi, I’d just like to clarify one thing first: I’m not a representative of the casino. I’m a forum admin here at Casino Guru, so please keep that in mind.

As for submitting a complaint with us, yes, you can do that. However, as I mentioned before, we generally give casinos 14 days to resolve situations like this, and our complaint team will usually take that timeframe into account before moving further with the case.

So if you feel that submitting a complaint now is necessary, you’re free to do so. Personally, though, I’d probably give the casino a little more time first.

Dear Casino Guru,

I am requesting your assistance regarding a pending identity verification at iWild Casino and its potential impact on my ability to withdraw funds before my active bonus expires.

My active bonus page displays the following:

Active bonus balance: 139.24284 IWL

Maximum withdrawal: €696.21

Bonus expiry date: 19 September

Total account balance: approximately €3,127.92

There was initially a discussion with the casino about whether a maximum cashout multiplier of x5 or x10 applied. However, I have explicitly informed my casino contact, Leonardo, that I accept the x5 limit and the maximum withdrawal amount of €696.21. I am not asking to withdraw the full displayed account balance.

My withdrawal is currently paused pending KYC verification. I submitted all the documentation requested from me on the Wednesday preceding my follow-up email and subsequently resubmitted it following a further request from the KYC team. To the best of my knowledge, I have complied with the requests received and am now waiting for the casino to complete its review.

My concern is that the bonus expires on 19 September, while the verification remains pending. I have sent a follow-up email, marked "2nd Sending – Please Reply", requesting written confirmation that:

The €696.21 will remain available for withdrawal if verification is completed after the expiry date.

The amount will not be forfeited because of expiry while the withdrawal is paused for KYC.

The casino will explain how it will treat the balance above the maximum cashout.

The casino will identify any outstanding action I must take before the expiry date.

Requested resolution

I ask Casino Guru to help obtain written confirmation that the €696.21 will be preserved while KYC is being reviewed, and that the casino will process the eligible withdrawal once verification and any remaining applicable requirements are completed.

If any document or other requirement is still outstanding, I ask the casino to identify it clearly and promptly so that I can respond.

I am not alleging that the funds have already been confiscated. My complaint concerns the pending verification and the lack of certainty about how the approaching bonus expiry will affect the amount displayed as available under the maximum cashout limit.

I can provide the relevant correspondence, the document-submission history and screenshots of the bonus page and account balance.

Kind regards,

João

Hello, If I may, I suggest you lodge this as a form of an official complaint. As far as I understand, you have a very clear idea; however, complaints are not addressed here on the forum, so in order to give you the best advice, I would proceed with this request: https://casino.guru/complaints/create

The thing is that complaints are a way to resolve disputed amounts, and based on this text, I'm really sure our possibilities will meet those expectations, especially in written form; thus, I'll leave that to the mediators.

These are all malicious casino practices. And it seems to me that the prizes are actually paid out.

So, in my opinion, the complaint remains somewhat in game. On the other hand, saying that the prizes appear to have been paid can change someone's perspective.

Reputable casinos don't put players through all these situations. They happen all the time. Just look at the number of complaints.

In my opinion, the number of resolved complaints and the absence of unresolved ones show how likely the casino is to resolve problems or disputes. However, I must admit that I no longer understand the context. You are welcome to proceed with your own complaint, if that is still the matter.

That's not the point. Why does the casino put players in these situations? It shouldn't be necessary to file complaints for issues to be resolved.

I understand you have some unfortunate experiences, but such a general question cannot be answered concretely, I'm afraid. It all rather depends on the specific matter and the capabilities on both sides.