iWild Casino - Player faces delay in withdrawal and website access.

Hi there! I've been waiting for about 3 weeks for a withdrawal of more than €200 that hasn't arrived yet. On top of that, I try to access the casino website and it continually gives me an error. What about this casino?

Dear Amarre73, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

It is the first withdrawal I do. I have sent the documents and they are verified correctly. I had no bonus.

Thank you for your response. Have you communicated with customer support about this issue? Please forward any relevant documentation between you and the casino to veronika.l@casino.guru.

It is impossible since I cannot access the web. What kind of documentation?

Could you please send here the screenshots showing your issue with loading the casino site? Have you tried clearing your cache and cookies, or accessing the website with a different browser?

I have tried to do everything and from the mobile I cannot. I have tried it from the PC and I get what is in the photo. This smells like a scam to me but a lot.

From the screenshot you sent here, it seems that players from Spain can no longer access the casino.

Can you please tell me since when exactly you can not access the website due to this error message?

Has the casino informed you in any way that players from your country will no longer be available to access the site?

Well, I can't tell you, but a few days after requesting the withdrawal, it was impossible for me to access. The casino did not inform me of anything. He says that he has sent me emails and I have not received any. Some scoundrels.

Thank you very much, Amarre73, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Amarre73,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I have checked with iWild Casino livechat support if Spain is a restricted country now, but No, players from Spain are still allowed to play, so most likely there is just some kind an error with access from your region. As suggested by the livechat agent, you can use VPN software to access your casino account.

One of the options could be to use the inbuild VPN option in the Opera browser.

I will contact the casino to shed more light on this matter.

We would like to invite iWild Casino to join the conversation.

Dear iWild Casino,

Can you please provide information on why there is restricted access to your webpage for players from Spain?

How can the player finish their verification when is it not possible for them to upload their documents?

I don't know what that VPN is. I downloaded OPERA and it keeps giving me the same thing

Dear Amarre73,

Have you turned on the VPN feature in the Opera browser? If not here is a tutorial on how to do it:

https://www.greengeeks.com/tutorials/activate-the-built-in-vpn-in-the-opera-browser/

I have already managed to connect, in German and I do not know how to change the language. But I have managed to see that despite not sending me the money, it has not been returned to my balance in the casino either. I still think they are scammers.

Dear Amarre73,

I'm glad you managed to access your account. Thanks for the screenshot, no worries I can understand German 🙂 I can't speak for the casino, so I only assume the funds are not showing in your casino balance because they have been "theoretically" send out to you, but I would wait for the casino to confirm this.

Okay. We will wait for a response from the casino. Thank you so much

Dear Guru,

The client has not completed the verification process. We are still waiting for a selfie and bank account details from the client. The client has no active withdrawal requests at the moment.

Thank you for the response, iWild Casino.

Maybe the reason why the player has not provided you with the required documents is that the player had difficulties accessing your site.

I've helped the player to access your site via a different VPN, so the player should be able to send you all the required documents. Was the previous withdrawal canceled, or was there no withdrawal request from the player made at all? What happened to the player's balance?

Dear Guru,

Documents were requested from the client by email so that there was no need to go to the site to download them. Withdrawal requests were canceled by the client itself.

Dear Amarre73,

Did you leave Spain while using the site? From the territory of Spain there should be no problems accessing the site.

Dear Amarre73,

Could you kindly respond to the questions mentioned earlier?

I would also like to know if you indeed canceled the withdrawal, as claimed by iWild Casino.

Dear Amarre73,

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 Amarre73,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal