iWild Casino - Player believes that their withdrawal has been delayed.

I won 700€ after several deposits from different cards. They validate me ,all good( adress ,id ,drivers licence etc, ) but they asked me photos of my cards. But one of my card got damaged recently,and i went to my bank to replace it with a new one. And i threw it away the old one. They ask a photo of my old one, but i cant give them. From all the other cards ofcourse i gave them photos.

They said to prove that my card the old one,was mine with a valid bank statement of some sort. Ofcourse i went to the bank today and the said they have not a specific document for canceled cards to give me ,to give to iwild casino. They can see it in their pc, but its against their policy to give me a screenshot or whatever. They gave me as a favor a printed piece of paper with all my old card info, and there ofcourse it says ΑΚΥΡΗ in greek,which means invalid.And they gave it to me as a favor. It is not used to give this.

I dont know what else to do. They refuse to give me my money allthough evry other document i gave them is valid. They know its me they are talking to. And not another person. The winnings came from another card through skrill and ofcourse its verified. 

Dear gkaragunis86,

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



No you dont understant. Its not about time. They dont even think to give my money .

I also sent them several paypal and neteller screenshots which all show my old card and my data

.

These confirm that the card ending in 2329,was indeed mine

Thank you very much for your reply, gkaragunis86. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear gkaragunis86,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.