iWild Casino - Player’s account has been closed after KYC issue.

well my problem is when i went to get KYC verified i was met with an error by the auto system.

i wrote to them asking how i could fix this as i never really had run into issues kyc before.

they told me to write to kyc department which i did, then waited 2 days to wake up to my account being closed.

not just that i then get an email stating that my papers are fradulent. the same papers ive used on many many casino's to get kyc verified,

an official drivers license (dk) a selfie and a pdf of a electric bill.

instead of trying to have a conversation with me about it they just went for closing my account and sending back my initial deposit.

never had an issue quite like this. so please help ❤ 😕

Dear xeakzz, 

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. 

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.l@casino.guru.

Have you already received the refund of your deposit from the casino?

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

Best regards

Veronika

sent the email with the info you asked for, if you need any further information due let me know 🙂!

small update reciveed the deposit from but from just 1 deposit. instead of all the money depositted to their site.

😕😕😕😕😕

Thank you very much, xeakzz, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

do i send him a mail or something veronica, thanks alot for the assist 😕 i feel like they cant just sent me back my most recent deposit when they decide to call me a fraud. 🙁

Hello there,

Thank you xeakzz for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask iWild Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear Casino Guru, xeakzz

The issue is that Sumsub's automatic verification system identified his document as a physically forged document.

Consequently, we have decided to close the client's account and return his deposit.

We have informed the player of this decision via email.

We appreciate Casino Guru for their for the transparency in the investigation.

Respectfully,

iWild Casino

well shouldnt i atleast get my full deposit back when you make a decision like that, not sure how my very legit papers was identified like that which is why i reached out to iwildcasino email first, but they refused to talk with me. as the very same drivers license is used to verify me on casinos without samsub.

you send me back 23 euro of deposits when i in less than 1 week depositted more than 130 euro your way.

i hope you can see this isnt fair to me iwildcasino. i hope you and Peter can work this out 😕

i can only imagine if i were to have put even more into your casino over multiple deposits and you decide i made false documents,

the drivers license in question is my own and issued to me by the police as it is in denmark.

and my electric bill came in the form of pdf which i cant even edit.

Thank you for the clarification iWild Casino representative. Would it be possible to provide evidence of the physically forged document? You can provide any information to my email. (peter.c@casino.guru) I would also like to ask if the player's deposit will be returned in full or if there was any subtraction due to your terms and conditions. Thank you in advance for your cooperation!

Dear Casino Guru, xeakzz

We have requested this information from Sumsab.

As soon as we receive it, we will send you an email.

We appreciate Casino Guru for their for the transparency in the investigation.

Respectfully,

iWild Casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We have previously communicated regarding this complaint to peter.c@casino.guru.

We appreciate your efforts in this matter.

Respectfully,

iWild Casino Representative

Thank you for providing me with the evidence iWild Casino representative.

Dear xeakzz, the casino has provided me with evidence of altered documents, with that in mind, we believe the casino's steps were justified. I was informed that the casino has also processed your full deposit refund. Let us know if you received the funds, Thank you in advance!

#iwild casino

#peter

so i mean i dont know how they can send proof of altered documents as my documents wasnt and arent altered ?

i even send my documents in dm to guru ??

but that aside, no so far only thing i recieved was that 20 dollars last deposit i did.

and then still suffering from having 120+ euro stolen from me based on them thinking my documents arent legal ?

honestly i would just like as you said. FULL refund on deposits (s) as in multiple. like what bothers me is i know for a fact my documents are 100% legal. i feel really bad for people who put 1000's in before Kyc and get error on that.

i expect to see a full refund #iwild-casino.

i have been nothing but patient and i sure hope you will fix the money you stole.

if i do have all my deposits returned tho i will inform you here, 🙂 i do hope it comes ! honestly i dont know how i got in this situation. my documents are issued by The danish Government.

as stated before never had the issue of verifying with the same documents on multiple casinos.

Dear xeakzz, can you provide evidence that you have used this document previously in other casinos and were successfully verified? If that is the case I can forward that to the casino and request the verification procedure to be repeated. Thank you in advance!

probaly, im gonna have to search thru a bunch of casinos i havent used in a while tho it might take some time, But i mean this far into the progress id like to just get all my deposits back since i lost trust in them if that makes sense 😕 ?

heres from another casino where my documents the same ones are all accepted, i both depositted and withdrew from there.

my username is even on there.

my documents arent self made, i follow the law.

figured i would update. (so far i still havent recieved the full amount of my deposits back.) havent recieved anything since that 20-21 € back from when i wrote they send me back (1) deposit.

i even proved now that my documents are legit and approved other places.

hope to hear something soon, thanks in advance 🙂!

Dear xeakzz, I have contacted the casino and requested an additional verification procedure to be done as you have provided evidence that you used the documents before. I do not believe any deposits except for your last will be returned as the other deposits have most likely been used to play. I will set the timer on the casino to bring their attention on the email I have sent them. I hope we will be able to come to a compromise here. Thank you for your patience during this time!

mmh okay peter, well id assume when my account is closed with a 146 raw balance and my documents are infact legit. with that in mind shudnt i get all my money back ?

what i mean is my account was closed based on an assumption. that i disproved.

so as i said either i shoud get my remaining 125 euro from the raw cash i had when they decided to close my account. hope that sounds reasonable.

like i dont make multiple deposits to have my account closed and money deleted ? 😕 sorry for the inconvinience ❤

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We have previously communicated regarding this complaint to peter.c@casino.guru.

We appreciate your efforts in this matter.

Respectfully,

iWild Casino Representative

Dear xeakzz, the casino has reconsidered its stance and will allow you to to re-verify, with the stipulation that you use the same document for verification. Please follow the instructions of the verification and update me on the situation if any need arises. Thank you in advance!

so how will i go about verify again ? my account is still blocked and i cant login ?

feels like this situation could be solved with a video call quickly.

(since last time ive gotten a new debit card) since an american company tried to steal money off my card

my account is still disabled. also when i get back into the account will i still have my 146 euro raw balance maybe minus the 20 they sent me ?

so far its still very sketchy everything. Iwild coulda and shoulda have handled this faster and more proffesional. every response expected of them has been 2 weeks in the wait.

reason i aint going livechat or email is simply.

livechat gives me answer that they cant do anything about it.

and email never answers 😉

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru, xeakzz

The account is now active.

The player may proceed to upload the same document again, as previously agreed upon in the email correspondence.

Respectfully,

iWild Casino Representative

Dear xeakzz,

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.

We’ve reopened this complaint at the request of xeakzz. We received the following message:

i kinda forgot about this whole thing since its been ongoing for sooo long 🙁

well my account is opened (BUT)

1: they deleted the raw balance i won of 146 euro.( even if they send me 21 euro doesnt excuse stealling)

2: the verification page is bugged and doesnt allow me to do anything

i feel like iwildcasino has made a joke out of this whole complaint. 146 euro shud be nothing to them yet they are deleted.

till i actually see my balance back i see no reason to try and verify my account.

id expect this to be handled better by iwildcasino in sooo many ways in much much shorter time.

please give me back the balance i aqquired.

also would like to say sorry again (@Peter) wasnt my intention of forgetting this whole thing but waiting on them to reply is really sad.

I believe the balance may be recovered if you successfully finish your KYC verification. I would recommend providing the same document as we agreed once again and we'll see how it will go this time. Thank you in advance for your cooperation!

but the Kyc page is still looking like this

also id like to hear from iwildcasino if my balance will be fixed ????

heck i believe you have all my documents even (peter)

and since they said they were self made last time do i take better pictures or send the exact same pictures they called manufactured. ?

Dear iWild Casino representative, could we get an update on the state of the repeated verification for the player? Thank you in advance!

Dear Peter,

At your request, we have reset the parameters of this player.

At the moment, the player can re-verify on the site.

KYC also notified the player by mail that he can repeat the verification process.

Respectfully,

iWild Casino Representative

Dear xeakzz,

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.

i will try to verify again update in a few days, 🙂 !

Thank you for the update xeakzz, please keep me updated about any new developments. Thank you!

mmh so before i upload i got some actual serious questions,

the util bill i used last is getting to old now ? as its older than 3 months after all this

ill assume they still want the (card info from my old card)? since someone tried to steal from my bank account after all this.

is there a preferred browser to use with the verification system on the site (where it doesnt bug out and call me a fraud)

i kinda would like this time to go smooth.

(im directly scared they just call me a fraud again 🙁 )

Dear xeakzz,

Please be informed regarding your questions that:

1) We do not accept Proof of Authority older than 3 months

2) Our mandatory requirement is to pass verification with the same document (rights) as the first attempt.

3) As for the browser, recommend a) updating the browser b) clearing the browser history and cache and cookies c) using another browser

Respectfully,

iWild Casino Representative

for obvious reasons the document of my residence (the bill) is now older than 3 months since this case is older than 3 months ????? @iwild casino

also for browser i asked which specific one you recommend as i found more sites with the same verify system. (its one buggy system)

last time i used opera didnt work (tried chrome on another site) was bad to.

so which specific browser is best for your site ?

Please be informed regarding your questions that:

1) We do not accept Proof of Authority older than 3 months

2) Our mandatory requirement is to pass verification with the same document (rights) as the first attempt.

u see how number 2 is basicly impossible if you want me to follow 1 ???

Dear xeakzz, you are required to verify with the same document as before which was your driving license. I believe the 3-month-old rule only applies to utility bills and similar documents. Please provide this document so we can continue resolving this case. Thank you in advance for your cooperation!

okay peter, do i take a new picture of the same drivers license to try and make it more clear or the same exact picture, 🙂 ?

also they asking for drivers license but they also want the utility bill.

so do i send a new utillity bill which is quite easy to find tbh. or do i send the same as before.

(im sorry for complicating it peter but took forever to get to this point i dont wanna be called a fraud again for no reason) heck id be willing to do skype/discord conversation with iwild casino showing my drivers license right next to my face 😛 whatever it takes at this point

Dear xeakzz, please provide a new clear picture of the same driving license you used to verify at the casino, that's what we have agreed on with the representative, and if they require any other documents feel free to attach those as well but the driving license is most important. Thank you for your understanding!

it got 3 of the green arrows then it bugs out as it did before and shows me this ????

i mean this is what happend last time, i dont understand sumsub being this wierd. this auto system is flaud.

is it because my drivers license im very short haired and i havent cut my hair in a while what exactly is going on ???

ive done everything as requested, i can post my drivers license in here aswell if you want and you can semi hide it from the public idm, like i cannot make a false danish drivers license the details and stuff on that is insane. all im trying to do is get my account verified and have them return the 120 euro (they stole)

also looking thru trustpilot it seems that 80% of all people have the exact issue i got. while 2/10 people get thru sumsub.

like sure the system would be great if it workd for maybe 9/10 but when situations like this appear and you call people fraudulent it gets crazy. i hope we get this resolved in a good way...

Thank you for the update xeakzz, as far as I'm aware SumSub is a third-party provider and their services can be set up depending on the needs of the casino. Their verification results are not a thing set in stone but a result the casino should reevaluate and make a decision upon. As you have provided us with the evidence you were able to verify yourself in different casinos using the same document I think the casino should contact SumSub about this issue and maybe have a real person review your document instead of having it go through an automated system as no system is perfect. I hope the casino will reevaluate this and we will be able to resolve this issue.

Dear iWild Casino representative, let us know if anything else can be done in the situation. Thank you in advance for your reconsideration!

well peter i can only say what im reading from trustpilot, and trustpilot dont trust sumsub..

hereis the picture of my drivers license with more light on it as i said i would provide.

but yea i feel like someone needs to verify my profile in person since ive got the documents they requested

then proceed to add 126 euro to my balance (146 minus the 20 they sent me)

then we all go proceed to become happy.

Dear Peter and xeakzz,

We would like to inform you that we have received a definitive decision regarding this matter. 

The system initially flagged the documents as fraudulent, therefore, we submitted an appeal requesting a reconsideration. 

Following the player's submission of updated documents and a request for fairness from our side, the SamSab confirmed that the documents were indeed valid. 

Additionally, we have decided to return the client's balance of 123 EUR, minus a refund of 23 EUR provided earlier.

We thank everyone for their assistance and believe that the issue was resolved fairly.

Respectfully,

iWild Casino Representative

Thank you for the positive update iWild Casino representative.

Dear xeakzz, let us know if this resolves your issue or if you require any further assistance. Thank you!

well thanks id like to ask if the balance i have gotten back now is considered raw and without win limit after all this.

when i asked live support i got a very questionable answer.

so in the system i think my account is flagged somehow .

so just those 2 guestions i guess

imma just do a withdraw ill get back to you once thats done 🙂

Dear xeakzz, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

i got this on email from them today very confused. as im pretty sure i send this to them before they blocked my account.

also didnt they say i was verified. please update me on what i should do.

i feel like ive done more than plenty for them to actually adress my withdraw by now. considering this case is 3 months old and was just confirmed they wrongfully closed my account. reopened it without any kind of apology despite telling them from the start im a real person with real documents.

im very happy its reopened just kinda hoped that would be the end after 3 months of this. 🙂 none the less thanks for getting me this far i feel like the goal isnt that far off anymore :I

Thank you for the update, please keep us informed about any new developments. Thank you!

well i now answered on the mail they sent me, sent them the picture of credit card front and back.

even the page from my online bank stating the different numbers they need.

wrote them detailed information on my adress (sounds wierd they need that after KYC asked for Util bill for verification of adress.

but now im just waiting on them to send me money again again again; )

got this email from them again

different from the first one it really seems they trying to push me around... i sent them a very detailed email with a bank statement (that doesnt have the iban/bic on it since that not what my net bank does)

ive resend them a pdf of an utillity bill since they keep asking for my adress i dont understand that ? they have that from kyc verification ???? but i mean i resend a pdf since me writing it in the email clearly didnt progress things..

and the fact that they suddenly want a bank statement not older than 3 months out of the blue i mean what ??

cant be my fault that a bank statement in my netbank doesnt show the information how they want it ??

but that wasnt even a request in the first email, i dont understand how after a 3 month account ban for fraud accusations they treat me like this.

as i wrote last post i got this email again just after sending like a very VERY detailed email to them with all the information they asked for... im even asking in the email for a better explanatation since my NETbank doesnt show information that detailed on every bank statement...

im leaving this up you now peter im getting seriously annoyd. shouldnt be this hard to withdraw... feels like next they gonna ask my social security number xD

at this point i just left a minimum withdrawel to make sure it works at the end. i like how many promotions the casino has so honestly would be nice to be able to play there without having to go thru all this. ive sent them 3x more information than any other casino at this point xD

Thank you for the update xeakzz, I am sorry to hear about your situation.

Dear iWild Casino representative, would it be possible to check what the issue is with the provided documents so the player knows why they are not being approved? Thank you in advance!