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 Withdrawn & deposit options weren't the best.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.

Dear Kubo,

Hope your weekend was great.

Unfortunately, at this time we do not have a confirmed decision that Sumsub can make, but as previously agreed, we have requested a re-checking of the player's verification. You will be provided with an answer as soon as we receive an update on the re-examination. Thank you for your cooperation and understanding.

Regards,

iWild Casino Team

Seriously they send me this!

After sending every KYC document under the sun another 5 days later i get this? This is just soo silly....

I've made one deposit now they are accusing me of delaying a bonus to a later stage how could have i have only deposited once?

This is absolutely criminal!

Should have seen the 50 complaints exactly the same on this site and never deposited here this is rediculas!

Dear crispyskin88,

Thank you for sharing the new information. Let’s investigate this matter further.

Dear iWild Casino,

Could you please clarify the reason for debiting the player’s funds? Additionally, I would appreciate it if you could provide any evidence supporting your claims of delayed rounds to my email address.

Thank you for your assistance.

just sent me this apparently i can withdraw

ive asked for specific details on holding a bonus ive never done plus my 1st and only deposit on the site how could i use it to my advantage? My broswer crashed and shut once for like 10seconds during a bonus, guy in chat said i can withdraw apparently.....i really want specific details on withholding bonus spins......

They are literally doing anything they can to not pay me, its actually silly banning me for no sub verification failure? And holding a bonus FS on my only deposit? wining's capped at 10X bonus anyway..$150 was my max win i took it to thousands...lol

these excuses are soo stupid, dont even make sense, plus they have an AWSOME CASINO! shitloads of providers, nice layout, VPN allowed, RTP is good, then u go to withdraw and WOW! by far the worst withdraw experience ive ever had! turning into a joke at this point...................

ive made a withdraw to my bank account, its been 14 days since i tried to withdraw....LOL. disappointing they ruin themselves by treating there customers like this.

Kubo they sent me this...look at the chat log i sent my browser crashed for 10secs during a bonus i opened it 10secs later still voiding funds they said ive asked for specific details on bonus abuse, My browser crashed "not responding" i instantly re-opened....they still voided funds...This is soo silly this site has such a good rating yet soo many complaints on your site exactly same as mine, any reason not to pay, impossible KYC and banning ppl for no reason....

Pls get specific details on the bonus abuse from them....i never abuse bonus's or casino's t&c

's i read them and im an honest person.....how could i abuse it on my 1st deposit? i could understand queuing up bonus from previous deposit...but seriously? my browser crashed during a bonus happened a few times on other site....they are criminals this site is A SCAM. pls get my money. PLS take there score down from soo high. Never experienced this ever from a casino its jaw dropping its been 15 days and i get this BS....criminals, scammers.

guy in chat said i could withdraw it and they finally approved my KYC yesterday too....why give it back? lol funds i cant withdraw? i also took the bonus to like $3000 but only $30 deposit and max withdraw using bonus is 10x bonus amount...

Its soo obvious now what there doing they really dont want to pay....lol not even a doubt they are doing anything they can not to pay me.....15days later OMG

casino has never scammed me like this ever this, read about it in your reviews of sites but Jesus its such bad practice...literally scamming me at this point....15 days i get this after being banned, sending 10 KYC documents them taking 2 days to even respond to each email. i get verified and a few hours later they send me this almost to say to me "F U! Your not getting it!"

sent me it right after they sent me this too and i thought i was finally getting my money...hahah cruel too.

approved! you can withdraw! , just kidding your not getting your money you abused a bonus cos your chrome browser crashed for 10 seconds. WOW!

Dear crispyskin88,

You have been provided with a full response via email regarding your situation.

15.1. You assume responsibility for the quality and speed of Internet connection, which you are provided with. Also you are responsible for quality of the telecommunications networks, all your access devices and all the equipments, that you need to use for getting access to the Services. We will not be liable in any way for any losses damage caused to you as a result of technical issues, connected with Internet connection, telecommunications networks, your access device or other equipment you used for getting access to the Services. is not responsible and does not guarantee compatibility of services, that we provide, with any particular third-party software or hardware (including any external programme, used for forecasting the game results or influencing on them).

12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited.

In case of violation of this rule, the administration reserves the right to cancel all winnings.

Regards,

iWild Casino Team

Dear crispyskin88,

Thank you for the update on your case.

Dear iWild Casino,

Could you please provide a detailed explanation of the events surrounding this particular case? I would appreciate it if you could support your claims with any relevant evidence, either within this thread or by sending it directly to my email at jakub.m@casino.guru.

While I understand the seriousness of delays involving bonus rounds, I am unclear on how this could be evaluated accurately during a 10-second outage, assuming the player’s claims are correct.

Thank you for your cooperation. I look forward to your response.

I'm sure i was at like $2000 dollars when chrome crashed (not my ISP) ichrome was not respond i had close and reopen during a bonus round, I'm sure I'd already won and had wagered the bonus and i read the terms i knew the 5x the bonus amount cashout limit, $180....

I want exact details...what's was my balance at? Was my bonus already wagered? what did i get my $30 deposit to? Sure it was over $3000 or $4000....man if they did this and i didn't have the bonus and tried withdrawing $3000 I'd be fuming. also when. They banned me without telling me why, they banned me (and i still am right now) to most or pretty much all other Altacore N.V. site I'm signed up to...

Casino guru they wear your trusted badge on there site and every one of there sites and there have Soo complaints of the exact same thing, it obvious its there MO and they told to find anything not to pay out winnings especially when using welcome bonuses, i mean max cashout limit of 5x times bonus amount that's Soo tight....

All over $180 they are probably making millions.

Altacore N.V. are Soo dodgy I've played slot now and they are all the same don't think I've successfully withdrew from any of them... deposited shitload but not one withdraw. I don't play anymore. Stick to Damma N.V. and Hollycorn N.V. who would never do this crap I'd be paid out day 3 after, and would have been allowed to verify b4 i had to make a withdraw....

You give Altacorecasinos such good ratings casinoguru i don't know why. They are all like this. Wagering of bonus and deposit to Soo it's like 40x huge amount which is almost impossible to wager that's why they give you rediculas bonuses like %200 and 200 Fs it's because U can't wager it and if you do the max winning is 5x or 10x bonus....not $5000 or $15,000 like other sites. Even no max win limit with 30x just the bonus like the good ones. Max bet $5 is fine but. There terms don't deserve the score U give them and look how many complaints exactly the same as mine are on your site!

I use casino guru because i can see you aren't promoting or being paid and actually pro outing them not reviewing them.

Seriously all should fall under the not trusted category....

Plus this sites chat is the worst every question was PLS contact Kyc at there email here which takes 3 days to get a reply from or a link to there terms...i have an app mail tracker that shows me when they have read the email they would read it and respond the next day...lol

PLS do something casino guru at least exact details of there accusation of me cheating and not some bs no. Ref to the game that means nothing to me.

That's them in a nutshell right there about as transparent as a brick wall.

Dear Kubo,

We will make a request to the technical department and ask for an explanation and confirmation. Once we receive it, it will be sent to your specified email.

Regards,

iWild Casino Team

your serious everyone this is how slow each email for my KYC or any response from them took....look i dont really care anymore its been too long its $150 ive moved on you cant fix this i wont be on any your sites again, besides maybe WINDETTA which was ok no awesome but not like the others.but remmeber whenu banned me 1st time FROM ALL YOUR casinoaksed where my winings where?..and stop sending me promos pls its kinda annoying after this bs. yeah like im gunna use a promo from Altacore Casinos again! Ummm let me gues massive 200% bonus with 40X wager on bonus AND the deposit aswell soo really it 120X the deposit amount...Almost that is a scam within itself not really possible without being really really lucky and hitting a jack pot of like 10 grand. Plus in your chat cant anwser i single question all the say is "cant answer you question this time" pls email our KYC department. 5 days later you've done nothing then ban me again i broke t&c's. You guys soo obvious a DAMA casino i won on today literally approved my KYC10 min later after i joined then literally i won a few hundred playing for an hour or. 100% welcome bonus too. few hours later that avo my withdrawal via bank transfer was approved and successful. you guys hadn't even responded to one email by then, had to wait 3 or 4 days till after monday. You guys all go to church Sunday? confess all your sins so you cane come to scamming foreigners all? The amount of reviews Ive seen take all the same....to the T! like its in your policy to do with everyone who

Dear iWild Casino,

I wanted to follow up and ask if there have been any updates regarding the case. Have you received the relevant information from your technical department? If so, I would greatly appreciate it if you could share the details by sending them to my email address (jakub.m@casino.guru).

Thank you for your attention to this matter, and I look forward to your response.

Dear Kubo,

Thank you for following up. We have received the relevant information from our technical department and will be sending the file to your email address (jakub.m@casino.guru) shortly.

Please let us know if you have any further questions or need additional assistance.

Regards,

iWild Casino Team

Dear iWild Casino,

Thank you for providing the additional information regarding this matter.

Dear crispyskin88,

I’d like to begin by acknowledging that we successfully assisted in persuading the casino to reconsider the 3rd party verification service's initial decision, which ultimately led to the successful verification of your account.

However, after reviewing the game history provided by the casino, it’s evident that your earlier claim - that your browser crashed while the bonus round was in progress, and you returned 10 seconds later - is not accurate.

The records clearly indicate that after initiating the bonus round, you switched to a different game to complete the bonus wagering requirements. Six minutes later, you returned to the original game and claimed the winnings, transferring them to your real balance. This practice, known as "delaying rounds," is prohibited in gambling. It involves intentionally postponing the completion of a game round - such as a slot spin or bet - while using bonus funds, with the aim of unfairly transferring bonus funds to the real balance after fulfilling the wagering requirements.

Delaying rounds is explicitly forbidden under the Terms and Conditions of most online casinos, including iWild Casino. This practice undermines fair play and can lead to account restrictions, forfeiture of winnings, or other penalties.

Due to the aforementioned reasons, unfortunately, I must reject your complaint.

For future reference, I strongly recommend adhering to the casino’s Terms & Conditions and engaging in fair gambling practices. By doing so, you ensure a smooth gaming experience and protect yourself from potential penalties or disqualifications.

Thank you for your understanding. While I regret that I couldn’t provide a more favorable resolution in this instance, please don’t hesitate to reach out to our Complaint Resolution Center if you encounter any further issues with this or other casinos. We are always here to assist.

Best Regards,

Kubo