iWild Casino - general discussion (page 26)

Thank you, Radka. I'll wait for the situation to be resolved; otherwise, I'll file a complaint.

Good evening, Radka.

Unfortunately, I’m updating this thread to report that exactly what I feared—and described here before the expiration date—has happened.

In my previous comment, I made it clear that I wasn’t yet claiming that any funds had been confiscated. My concern was precisely to prevent that from happening, since the bonus expired on September 19 and my withdrawal was blocked while iWild completed the KYC process.

I recall that iWild itself had confirmed that I had completed the wagering requirements and that the maximum amount available for withdrawal was €696.21. I expressly accepted that limit.

I submitted the KYC documentation several times, having started the process on September 9. The casino itself confirmed that it had received the documents and informed me in writing that the withdrawal was on hold until verification was complete. I was instructed to wait.

More importantly: yesterday, September 18, I contacted Live Chat again precisely because I was concerned about the expiration. After explaining that I wanted to make sure the funds would not be canceled or removed while I was waiting for KYC verification, the agent explicitly replied:

"We will not remove your funds."

I have a screenshot of this conversation.

However, today, September 19, the funds were completely removed, including the €696.21 that iWild itself had confirmed as the maximum available amount.

Therefore, what yesterday was merely a risk I was trying to prevent actually ended up happening, even though I had alerted the casino in advance and received a written guarantee that the funds would not be removed.

As you recommended in this thread, I have already filed a formal complaint through the Casino Guru complaint system for €696.21, accompanied by the timeline and relevant evidence.

I’m also updating this thread because I think it’s important to note that I expressed my concern here before the funds were withdrawn.

I would like to thank Casino Guru in advance for its help in reviewing this situation.

João