The player from Germany had won €2000 at iWild Casino. Despite having a verified account and having received an initial payout of €400, the player had reported not receiving the remaining amount. He had attempted to reach out to the casino's customer service via Live Chat and email but had received no explanation regarding the delay in payments. After communication with the Complaints Team, the player had decided to wait for the pending payments. Eventually, the player confirmed that he had received all the pending payments. The issue was then marked as 'resolved' by the Complaints Team.
iWild Casino DE - Player's withdrawal is delayed.
Amount: €1,600
iWild Casino DE
Safety Index:HighSafety Index
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8.6
iWild Casino DE has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello, I was able to win 2k at iWild Casino. I have successfully verified my account and once already received a payout of 400€, even though according to the terms and conditions, guaranteed payout should occur within 2 days. The live chat directed me to email support at kyc@iwild, but there has been no response on how the subsequent payouts will be made. I am requesting assistance.
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9 months ago
Dear Realkings,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with iWild Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify how many withdrawal requests are now in your account? What is their status? Are they shown as pending or processed? When exactly did you submit your withdrawal requests?
Have you accumulated your winnings with or without an active bonus?
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
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9 months ago
Translation
Hello, there are still 3 payouts open today another 400 came into the account. So I got 800, still missing 1.2. In their terms and conditions it says that it takes working days for the money to be paid out. But I'm confident that the other money will also be paid out to me after a delay
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9 months ago
Translation
Money was won without a bonus. Paid out 1200 at the end of last week and have received 800 today as written above
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9 months ago
I understand that you are dissatisfied with the lengthy payment process. 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.
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9 months ago
Dear Realkings,
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,
Veronika
Casino.Guru
