iWild Casino - Player’s KYC verification is rejected.

Good Morning,

I'm filing a complaint with IWild Casino because I'm confident they're stalling my withdrawal process by not allowing my KYC to be verifed. All my other documents were approved except for a "selfie" with my same piece of ID used to open the account. This was done with my drivers license and I've done this with many other casinos before. They have made me upload over 5 copies of me holding this license and deem that it's not qualified for their KYC process.... I finally received an email saying I could not upload anymore copies and I would have to contact "support" to continue. I contacted support and they also informed me that my copies sent were valid and that was the end of the email. I've yet to hear back from anyone on this issue and if I contact the in game chat support they tell me to contact the KYC team.

Usually id wait longer, but they have denied me even the chance to reupload. I've been on enough casino sites to know how this works and I feel like they're delaying.

Regards,

Jake

Dear Stayfrosty94,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

When uploading a selfie with an ID for verification, it is important for the photograph to meet the following requirements:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

Have you uploaded your selfie in the correct format and does it meet all the requirements mentioned above?

When was the last time you uploaded a selfie with your ID?

When was the last time you communicated with the casino customer support regarding your verification?

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

Good Morning,

Thank you for the quick response.

I have met the guidelines they have requested from me on their site in regards to providing the correct "selfie" with my ID.

I've now had to upload around 10 selfies that get instantly denied. It's literally impossible anyone from their team can review the photo that quickly which tells me this is all some big delay tactic in paying out my winnings. I've been in constant contact with their KYC department and it's generic responses back for every inquiry I send over. The last email I received stated "we're pleased to announce you have one remaining document left" when I inquired about that said "document". So now I'm left being blocked from uploading anything else and at the mercy of this KYC department to figure out a solution time after time.

I feel like this unjustified and unfair.

Regards,

Jake

Could you please forward me the selfies you are trying to get verified? Please include any communication with the casino customer support that could be relevant to our investigation as well. My email address is veronika.l@casino.guru. Thank you.

Dear Stayfrosty94,

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.