iWild Casino DE - Player is struggling to change bank account details.

Good day, I have a new bank account. The casino will not change my existing one to my new IBAN. Thus, no payout is possible. I'm not getting any assistance in chat, and all my inquiries to support are being ignored.

Dear Keks,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

Could you please confirm that your already passed the KYC verification?

When exactly did you inform the casino that you wish to change your bank account? Have you contacted live chat support only? Have you tried reaching customer support via email?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Keks,

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.

I've already sent the documents to kyc 6 times. I've written to support and chat several times! Now everything is verified and the old bank account is still listed as deposited in the SEPA payouts. So I can't pay out. The drama has been going on for a month now!

Have you tried contacting customer support via email? When was the last time you communicated with them?

Already the kyc office 6 times, the support several times and the chat 19 times

Thank you very much, Keks, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi Keks,

I've reviewed your case and am sorry that you came across such a problem with the update of your bank details. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear iWild Casino DE, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please explain why the player didn't get any support in their request to change the bank details?

If you have any evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The incident has now been changed. Everything is ok

Dear Keks, would you please specify what you meant in your last message? Was your problem already resolved?

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.