iWild Casino - Player's verification is being delayed.

Lots of games and everything runs smooth with lots of bonuses. Most casinos you don't have to verify right away which is fine and usually go quick after you want to make your first withdrawl. But with iWild casino it will not let me verify to withdrawl and i have phoned, emailed and texted many times and yet no answer about my verification. I'm getting very angry with the customer support. Wouldn't recommend if you want to get paid out.

Dear cpushee10,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

It has been 7 days now with no response at all. Before that it just advised me that my verification can not go through please contact customer support. That’s all I’ve been sent since then. Would like my money soon would be nice

Thank you very much, cpushee10, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi cpushee10,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear iWild Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have already provided the player with instructions on how to verify their account? Have you received any documents from the player? What are the reasons the player cannot contact you?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear cpushee10,

We sent you an email twice on 2023-08-04 and 2023-08-07 about the need to re-upload documents to the automatic registration system. You have uploaded documents confirming the place of residence, the document is older than 3 months, the need to upload newer documents of the ball is indicated during the verification process.

Thank you for the response, iWild Casino.

Dear cpushee10, can you please check your emails and check what the casino sent to you?

Would you please try to upload the newer proof of address that meets the requirements of the casino (a document that is not older than 90 days)?

Dear cpushee10,

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.