The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. Although it seems as though this issue has been resolved, the complaint was rejected because the player didn't respond to our messages and questions.
iWild Casino - Player’s struggling to complete the account verification.
Amount: €150
iWild Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have a small problem with the casino using the standard kyc procedure. After paying out, I was asked to take a screenshot of my online banking where the Iban name and address of my bank can be seen, but this is not possible. I sent a bank statement in PDF format with the last deposit, there you can see the transaction number, my name, Iban and BIC. Everything else is not possible to watch even on the PC because this function is not possible in my online banking.
I've had similar problems at other casinos.
At iwild, my address, deposit, and identity were checked and confirmed by the bank, I wonder why something like this is still necessary, especially when you're already verified.
Automatic translation:
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2 years ago
Dear Filler81,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
The kyc would already have been carried out and without this I would not have been able to apply for a payout. After I've done that. Came an email with the requirements for the withdrawal and the casino wants a screenshot with Iban name BIC and address of the bank, I have no way to create such a screenshot where all the information is included. I have therefore sent a PDF file account statement where Iban my name BIC and the deposit can be seen. And yes, that seems to be the only obstacle.
Edited
Automatic translation:
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2 years ago
Thank you very much, Filler81, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Filler81
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite iWildcasino to join the conversation.
Dear iWildcasino,
Can you please provide some information regarding the player's verification issue? As the player is not able to provide one of the required documents, what other documents can the player provide to successfully finish the verification process?
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2 years ago
Hello friends,
As far as I can see, the problem is solved, can we close the compliance now?
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2 years ago
Dear Filler81
Were you able to finish the verification process and did you receive your withdrawal?
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2 years ago
Dear Filler81,
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.
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2 years ago
Dear Filler81
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
