iWild Casino - Player has been confronted with additional KYC requests upon withdrawal.

I live both in America and Deutschland and they know that! They've already seen my documents from both countries a year ago, they wanted me to do a 45 minute interview about their casino I did a zoom video chat with their employee Alexandra Capoccia! I've been verified a long time ago, I've also already withdrawn from them before!!! But they're wanting more KYC which is wrong! I have sent them the emails between Alexandra and I, ok technically we only saw each other for about 5 minutes on the video chat because of connection issues and I was dealing with a lot of stuff in America but that's all irrelevant, they're trying to cheat me. If they wanted to do more KYC then why didn't they ask me before I deposited? This is flat out cheating and stealing people's money. I've got more emails if you need more I just didn't screenshot all of them.

Dear grauskye,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with iWild Casino.

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. Casinos may be required to undergo additional verification procedures if necessary.

Could you kindly specify which additional documents were you asked to provide the casino with?

Have you sent the requested documents on time and in the correct format?

When was the last time you communicated with the casino regarding the additional verification?

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

Best regards

Veronika

You've only to look at the emails between us in the last two days also the emails that I've forwarded you regarding my communication with Alexandra Capoccia. I've sent you the proof, you've had the proof for over a year. Maybe get with her and she can show you or once again look in your records or at the emails that I've forwarded you proving my statement.

Thank you also for helping me I appreciate it

Thank you for the response. However, you have not answered my question:

Could you kindly specify which additional documents were you asked to provide the casino with?

It would help if you sent me the email from the casino with their request for additional identity documents they need for your verification. My email address is veronika.l@casino.guru. Thank you.

I sent you it yesterday in an email

Thank you very much, grauskye, 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 grauskye,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, almost all casinos have this or a very similar rule in their terms and conditions:

3. IWildCasino ACCOUNT MANAGEMENT

- request additional documents at any time to verify the identity of an account owner. The Сompany has the right to suspend the account until the user provides necessary documents

I can only advise you to upload the required documents to your account as has been specified in the email from the casino team.

Please let me know once you do so and how the casino team responded if anything else is needed.

I've already done that

Dear grauskye,

Thank you for the update.

Dear iWild Casino,

Can you please provide any timeframe for when the player verification will be finished and the withdrawal will proceed or is anything else still required for the KYC to successfully finish?

Dear Casino Guru and Grauskye

We kindly request your cooperation in completing the verification process on our website via sumsub.

Our records indicate that you have successfully uploaded the front part of your ID.

However, to finalize your account verification, we require the following additional documents:

1) Back Part of Your ID: Please upload a clear image of the back side of your identification document.

2) Selfie with Your ID: Please provide a selfie holding your identification document. Ensure that all details on the ID are clearly visible.

3) Proof of Address: Please upload a recent document (e.g., utility bill, bank statement) that confirms your current address.

Verification is a crucial step that ensures the security of your account and compliance with our regulatory requirements.

We appreciate your understanding and cooperation in this matter.

Respectfully,

iWild Casino Representative

Dear grauskye,

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 grauskye,

Have you provided all the documents as requested by the IWild Casino team? If so, did you pass the verification, and have you received your withdrawal?

I've already said that I've given them the documents before. They have them already I gave them over a year ago. I did video chat with their employee they know that I'm legit they just don't want to pay me what I won.

Dear grauskye,

I understand that you have provided all the documents previously including undergoing the video call, however, as this was quite a long time ago, it is nothing unusual that the casino is requiring this again. The casino has this mentioned in its terms and conditions:

3. IWildCasino ACCOUNT MANAGEMENT

- request additional documents at any time to verify the identity of an account owner. The Сompany has the right to suspend the account until the user provides necessary documents;

I can only recommend that you upload the necessary documents to your account, as specified by the casino team above. Otherwise, I'm afraid we won't be able to proceed with your complaint.

Dear grauskye,

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 grauskye,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru