The player from Austria is facing issues with payout and verification. Despite being verified, their withdrawals have not been processed for 5 days. The casino requested unnecessary documents and has been unresponsive, leading the player to suspect deliberate delays. We rejected the complaint because the player didn't respond to our messages and questions.
iWild Casino - Player is struggling to complete the account verification.
Amount: €1,123
iWild Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Hello, unfortunately I have a problem with the payout or verification!
My withdrawals haven't been processed for 5 days, even though my account says I'm successfully verified. Since I have always deposited with Paysafecard/Cash and have to pay out via bank transfer, I was asked for further documents about my bank account. I also sent this to the casino!
Customer service on chat always directs me to the finance department but they never send me a reply or request! I only get the requirements via the chat if I ask several times! Today, customer service relayed another request to me via chat. They want me to send a photo of my credit card that I used to deposit! But I have never deposited with a credit card! I don't even have a credit card!
When I shared my concern in the chat, I was referred back to the finance department! But she doesn't answer me!
The customer service is mostly unfriendly and cannot or does not want to help. The finance department doesn't even get back to me and I haven't received a single email from them either! I think this casino wants to delay that on purpose so that the amount won is gambled away again!!
Please help
Best regards
Automatic translation:
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11 months ago
Dear Baloooo20,
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 takes 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 submitted all the other personal documents required for the verification?
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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11 months ago
Dear Baloooo20,
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.
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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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