iWild Casino - Player's account is blocked after withdrawal attempt.

Completely scammed!!! Worst experience with withdrawal I've ever experienced. Been on hundreds of online casinos never experienced being cheated like this before and so blatantly with no excuse almost like saying we scammed you bad luck.

Funny thing at glance they have a great casino number one allows VPN, 2 has a decent amount of good game providers, and had a good layout and seem to have good RTP. Withdrawn & deposit options weren't the best. The welcome the bonus seemed pretty fair.

Bonus 250% Max winning of bonus is 5 x bonus amount. I deposited $30 got $75 bonus amount $105 funs all up. 5 x 75 dollar bonus was $375. Thats max withdraw after 40x wagering. And free spins was 200 on doghouse after 40x wagering, Max winnings 180 Aud.... I lost the funds and bonus.

Then the 200 free spins dog house paid out ended up I had a 40x wagering of almost $9000.... And I did it over the course of many hours. Didn't break any terms and conditions once it was wagered it went down to $180. It said to be able to withdraw please go to verify the page it take two minutes using sumsub... Which I've used many times recently including on these guys sister site called "Gamle Zen" and where it got approved me with same driver's licence same bank statement same selfie.....ive done a dozen of these sumsub verifications now most sites use it. Never failed me. Then what bad luck! Sumsub said verification failed! Said Please contact company to resolve verification.

I then went into live chat asked what to go was can you please reset sumsub so I can verify again it's worked on all the 20 other sites I've used including one of yours must be something up. I'm willing to email all verification documents plus more and backups. I would like to become verified ASAP so I can withdraw my $180 I won fair and square got up to over $3000 but rest was voided. First time I've never wagered anything close to an $8,000 bonus to be able to withdraw.

Guy and chat said he can't help me email finance department... Email them here: kyc@iwildcasino.com. I emailed them straight away told them it failed can you reset or I can send in all documents needed to become verified I've got whatever you need I would just like to become verified ASAP so I can withdraw ASAP. Then no respons response, 24 hours later. I sent three or four emails asking what was happening? Last one I sent in all my verification documents in an email plus backups and more everything asked financial department to verify for me I've got whatever you need. No response. When i went to login site message popped up says

"administrator has blocked your account please contact chat or support email."

Went straight into chat they said cannot explain or tell you why you've been blocked by admin sorry i cant help you. You will hopefully recieve a msg from them soon explaining why your blocked. I was soo frustrated. Plus last night my mailtrack said they read my email at 7.30pm. didnt respond. Then finally this morning three days after original email. And being blocked which I got answer for. I got one simple email from IWILD casino finance department explaing why administrators blocked my account. And my $180 unable to withdraw.

Email read

" We are writing to inform you that following a thorough review your account with us has been closed this decision has been made by administration in accordance with our terms and conditions as you did not pass verification in sumsub"

The sister site gamzen verified me with sumsub days before no issue same documents used. I've used sumsub on at least 10 sites recently also documents used no issue verifying in two minutes. What the hell are they on about thats no reason i have every document needed ive already emailed them to them.

Went to casino guru read a few reviews saying the exact same thing has happened to other people. And buy the AI bot response to these people saying please contact chat if you have any other questions the same one for all of them almost saying yeah we scammed you blantly.

SERIOUSLY A SCAM THEY CAN'T JUST AVOID MY WINNINGS AND CLOSE MY ACCOUNT BECAUSE THAT'S STUPID SILLY SUMSUB FAILED?

IT'S WORKED ON EVERY OTHER SIDE INCLUDING ANOTHER ONE OF YOURS. AND ANYWAY ALL IT DOES IS VERIFY MY LICENCE BANK STATEMENT AND A SELFIE.

WHICH I'VE ALREADY EMAILED TO YOU AFTER YOU WOULDN'T RESPOND.

DIDN'T EVEN SAY WHY LIKE SELFIE WAS OUT OF FOCUS OR CARD WAS OUT OF DATE.

ALOT OF PEOPLE IN YOU COMPLAINTS HAVE HAD THIS HAPPEN SAME WAY BAN ACCOUNT DUE TO SOME BS WITH VERIFICATION THEN STOP COMMUNICATION WITH YOU AND NOT PAY OUT WINNINGS.

THIS IS ABSOLUTELY CRIMINAL SHOULD VERIFY ME AND UNBLOCK MY ACCOUNT ASAP SOO I CAN WITHDRAW.

Dear crispyskin88,

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? 
• Has the casino given you any explanation for why they closed your account?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Thank you very much, crispyskin88, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear crispyskin88,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the iWild Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear iWild Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Casino Guru Team

The problem is that the player's documents did not pass the automatic Sumsub check.

Therefore, we decided to close the client's account.

We notified the player of this decision by email.

If you are interested in the reason for the closure, we can send you the decision to your personal email.

We are grateful to Casino Guru for their transparency in the investigation.

Sincerely,

iWild Casino Team

Dear iWild Casino,

Thank you for your response. We are certainly interested. Please send any supporting evidence you have to my email address: jakub.m@casino.guru.

Dear Kubo,

The information has been provided to the email you provided.

Please check it.

Thank you.

Regards,

iWild Casino Team

Dear iWild Casino,

Thank you for providing the requested information. However, I still need clarification regarding the reasons for the player’s account being blocked.

Have you conducted a further investigation into this matter, or was the account closed immediately upon receiving the warning message from Sumsub? I have also sent additional questions to your email and am awaiting your response.

Thank you for your attention to this matter.

Dear Kubo,

We have provided the link to your e-mail directly.

Please check it.

Thank you.

Regards,

iWild Casino Team

Dear iWild Casino,

I have already responded to your email and am currently awaiting your reply.

Thank you.

Dear Kubo,

I hope you are doing well.

At the moment, the player's account is open and the funds have been returned to the balance, with the condition that the player is allowed to undergo verification again using the same documents.

Regards,

iWild Casino Team

Dear iWild Casino,

Thank you for your response and for reconsidering the previous decision to close the player's account due to a failed Sumsub verification.

However, I have some concerns regarding the current situation and the conditions. Does this mean that if the player undergoes the same Sumsub check with the same documents and is flagged similarly as before, his account would be closed again, essentially restarting the process of our investigation? Is this the correct assumption?

I appreciate your clarification on this matter.