The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Her money hadn't been received yet. After she submitted the complaint, the casino quickly verified her account and processed the withdrawal. The player confirmed that she had received her winnings only after lodging her complaint with the Casino Guru. The issue had been resolved successfully, and we marked the complaint as 'resolved' in our system.
iWild Casino DE - Player believes that their withdrawal has been delayed.
Amount: €788
iWild Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Dear Sir/Madam,
I have already been verified a few days ago with my ID/selfie copy of my frequently used Santander credit card.
My bank account is also verified. This casino continually creates new demands. They refuse to pay out to my bank account. The money I deposit, however, is normally accepted. I’m sending you a copy of all the requisites they ask for. The credit cards mentioned here are no longer current as I lost them. I have used them until recently for online payment. I also utilized the Santander Visa card and never had any issues, but still, they don't want to carry out verification although all necessary documents are available. I kindly request for your assistance. Thank you.
Automatic translation:
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5 months ago
Dear Sassenach,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
Translation
Oh wonder, I had barely informed iwildcasino that I would be contacting Casino Guru... everything was verified and done in one go! Lo and behold, everything was correct on my side but unfortunately not on iwildcasino's!
That's not how you treat customers. Shame on the casino.
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5 months ago
Dear Casino Guru, Sassenach
We would like to confirm that the player has successfully made a withdrawal of 788 euros.
Your withdrawal was successfully processed on May 10, 2024, in line with our standard procedure that mandates a maximum processing time of 24 hours.
Respectfully,
iWild Casino Representative
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5 months ago
Translation
Yes after I complained to Casino Guru!
nothing had helped, I had tried it alone for over a week.. too bad for the casino
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5 months ago
Hello everyone,
Thank you both for your replies.
Sassenach, do I understand correctly that you have received your winnings?
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5 months ago
Translation
After long discussions, yes
But I informed Casino Guru and then it worked within minutes. After long discussions with iwildcasino! I tried several times to communicate with the responsible employee without success. I kept getting longer emails with more demands, even though I had submitted all the documents. But now I know the way iwildcasino communicates and knew the only solution was to complain to Casino Guru. What a pity for the casino!
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5 months ago
Dear Sassenach,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
