The player from Bulgaria had faced difficulties withdrawing 1,200 euros from an online casino as it did not recognize her Revolut account. The casino had requested a bank screenshot for verification, but she couldn't provide it due to security concerns. After six days of sending documents, the player had managed to pass the verification process. Consequently, we had marked the complaint as 'resolved' in our system.
iWild Casino - Player encounters withdrawal obstruction due to banking compatibility.
Amount: €1,200
iWild Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello, I have 1200 euros that I cannot withdraw because suddenly it turns out the casino in question doesn't work with Revolut. They asked me for a repeat deposit from another account in order to withdraw the money. I did this, and now for the verification of my other account in UniCredit, they're asking for a screenshot of my banking, but my bank doesn't allow screenshots... this is for security, and I naturally advised them of this, but they don't seem interested. What can I do? Is it normal for them to ask for a screenshot of my banking when I have already sent them a bank account statement containing all the information they require?
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9 months ago
Dear Edinden11,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that 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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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9 months ago
Translation
I am currently trying to somehow take a picture of the bank's screen, although in my online banking only my name is visible, they also want the BIC and address of the bank that I sent them in the bank certificate, that is all the information they want.
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9 months ago
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Hello, the case was resolved after 6 days of sending documents, today I managed to overcome the verification!
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Edinden11, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
