The player from Germany had experienced a delay in their withdrawal request which had been pending for over a month. The Complaints Team had advised the player that withdrawal delays could have been due to incomplete KYC verification or high volumes of withdrawal requests. The casino had confirmed that the player's verification process was ongoing and had requested specific documentation from the player to complete this process. However, the player had failed to respond to the team's messages and provide the necessary documents, therefore the complaint was rejected. The team had emphasized the importance of the KYC process in ensuring that the money was sent to the rightful owner. The player could have reopened the complaint at any time if he had decided to cooperate.
iWild Casino DE - Player's withdrawal is delayed.
Amount: €400
iWild Casino DE
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
My withdrawal request has been pending for approximately 24 hours and there is still no news about my money.
Dear doktor1122,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
It is not appropriate for such a site to take away players' rights in this way. Days have passed and there is still no news about my money. I just played games and won, but it does not give me the amount I won. I do not recommend it to anyone. If I do not receive my money, I will complain to all media.
Hello doktor1122,
Have there been any developments since our last conversation, please?
Thank you.
Dear doktor1122,
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.
My money still hasn't arrived. It's been a month and no one cares.
Thank you very much, doktor1122, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@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.
Dear doktor1122,
My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite iWild Casino DE representative to join this conversation.
Dear iWild Casino DE, could you please provide more information about this case?
Looking forward to your reply,
Katarina
Dear Casino Guru and doctor1122,
The verification process for your account is currently underway. As part of our regulatory obligations, we have requested specific documentation from you to complete this process. Despite several attempts to contact you, we have yet to receive the necessary documents.
To expedite the verification process and ensure compliance with our regulatory requirements, we kindly request that you provide the requested documents at your earliest convenience. Failure to do so may result in delays in processing your withdrawal requests.
Once the verification process is successfully completed, you will be able to proceed with your withdrawal request.
We apologize for any inconvenience this may cause and appreciate your cooperation in this matter.
Thank you, iWild Casino Representative
Dear iWild Casino DE, thank you for your reply.
Dear doktor1122,
as per casino respond, you will need to send the required documentation to them.
Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.
doktor1122, please let us know whether the required paperwork was sent accordingly.
Dear doktor1122,
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.
Dear all,
Unfortunately, we’re forced to reject this case because doktor1122 has stopped responding to our messages and questions. Without doktor1122 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.
The player can reopen this complaint anytime.
