iWild Casino - Player's account KYC verification is delayed.

KYC verification not approved

Residence certificate

Tax payment certificate

Submitted documents obtained 3 weeks ago

Explained multiple times but still no resolution

Dear hirokann0525,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were any of the documents you submitted accepted?
• Have you provided the documents in the correct format containing the necessary information?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

I submitted them all!!

They don't know the date in Japan.

I kindly marked it in red but you don't understand 💦💦

Live agents also repeatedly ask me to communicate with them via email.

I've been rejected 4 or 5 times.

I thought I had no choice but to ask Casino Guru for help.

My residence certificate and tax certificate were rejected

Got it a month ago

Thanks for your replies.

Do I understand that 6th year of the Reiwa era translates to 2024? https://en.wikipedia.org/wiki/Reiwa_era

Could you please share what justification there was for the rejection of your other documents?

Have you provided well-lit and readable documents to the casino?

Did the casino ask for documents to be translated into English?

that's right

2024🟰 Reiwa 6

Why were my other documents rejected?

I want to hear it💦💦

Reasons why it was rejected!!!

Did you provide the casino with clear, easy-to-read documentation?

yes!!

Did the casino ask you to translate your documents into English?

Not wanted

Thank you very much, hirokann0525, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 hirokann0525,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite iWild Casino representative to join this conversation.

Dear iWild Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Casino Guru and hirokann0525!

The automatic verification system (Sumsub) is not accepting the proof of residence document.

Could the client possibly provide an alternative document?

Best regards,

iWild Casino

I also sent it by email

Same submission

No matter how many times I email, the casino just replies with a template

No conversation

Now again by email

Residence certificate office

Tax payment certificate

Sent

Please check as soon as possible

To the Casino Guru!

I've already emailed you the correct submission 5 or 6 times.

Be careful with their casinos

Unscrupulous casinos that don't take things seriously unless they're sued

Dear iWild Casino,

Could you please confirm, you have received the player's mentioned documents?

I just got an email. Template

Please help

Dear hirokann0525,

Fell free to send me the rejected documents to miroslava.d@casino.guru , so I can try to look at what might be the problem with them.

Sent

Dear Casino Guru and hirokann0525!

We have reached out to our verification department to confirm the authenticity of the documents.

Best regards,

iWild Casino

Dear hirokann0525,

Have you received any update regarding your verification process from the casino?

no

Not received

I emailed but got no reply💦💦

Dear iWild Casino,

Could you please provide us with an update regarding the player's verification process?

Thank you.

Dear hirokann0525 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

iWild Casino Representative

I want to change my first and last name

I can't do it manually

The system is telling me to change my name, what should I do?

Dear iWild Casino,

Would you be able to provide us with an update regarding the player's verification process?

Thank you

Dear Mirka,

At the moment, the player is under check for verification. We expect results soon.

As soon as we receive them, we will immediately provide an answer.

On our part, we are doing everything possible to speed up this process.

Respectfully,

iWild Casino Representative

Still no withdrawal💦🥲

Dear hirokann0525 and Casino Guru,

We alerted the financial department and received notification that payments would be received shortly.

Respectfully,

iWild Casino Representative

Dear hirokann0525,

Could you please confirm the receival of the payment and also specify the disputed amount, since it hasn't bet mentioned yet?

Thank you.

3768 euros

No deposit yet

Dear hirokann0525,

Has there been any update in your withdrawal process?

Only 800 euros was withdrawn

It hasn't been paid in full yet 💦💦💦

Dear hirokann0525,

Could you please confirm, if you have received any following withdrawals?

Thank you.

No, not yet.

Dear hirokann0525,

Has there been any update in your withdrawal process?

It's not all done yet

It's too late 💢🤛💦

Dear iWild Casino,

Could you please specify the timeframe, in which the player can receive his remaining withdrawal?

Thank you.

Dear Mirka,

Thank you for your message.

I will check the details with the relevant department and give you an answer.

Respectfully,

iWild Casino Representative

Dear Mirka,

We have forwarded all the information to the financial department. We will ensure that the player is withdrawn according to his limits.

Best Regards,

iWildcasinio representative.

Dear hirokann0525,

Could you please confirm, if you have received any following withdrawals since your last message?

Dear hirokann0525,

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.

Withdrawn

Dear hirokann0525,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru