iWild Casino - Player's winnings disappeared.

I deposited and won €60, I tried to withdraw it and got a notification that kyc is required, I sent a photo of the driver's license, a selfie and proof of residence. I tried to withdraw again, I contacted Shatt, who was told that the deposit must be recycled 3 times. After doing that, I tried to withdraw again and now it asked for the bank account certificate, I sent several taken in different ways, none of them were valid. I sent an email and I was surprised that when I logged in quickly, they advertise that they are a fast casino. I tried to withdraw the remaining €20 one more time and it was lost from my account. Despite the requests, I have not received a response. where did that €20 go. I left feeling cheated.

Dear Raijaanita,

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. Do I understand correctly that you have not received any confirmation that you have passed the verification?

Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino to ask for an explanation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it 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,

Kristina

Hi, I didn't take bonuses at all. I played with my own money. I've asked about it twice by email, I haven't received an answer. Nor that my account has been verified. My game history ends at the point where there is still money in the account, a little over €20. Hello. Raija J** *

Thank you for your reply, Raijaanita. Do I understand correctly that there are no funds left in your account? Could you please post here a screenshot of the end of your game history?

There is the last page of the game history. There is €0.19 left

Thank you very much Raijaanita for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Raijaanita,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite iWild Casino to join the conversation and participate in the resolution of this complaint.

Dear iWild Casino,

Are you able to please clarify what may have happened to the player's remaining balance?

Kind regards,

Adam

Good afternoon Raijaanita and Adam!

We inform you that at the moment Raijaanita has an active withdrawal request for 20 euros.

Please check your mail and the letter from our KYS department. Follow the instructions and get your money into your account as soon as your account is verified.

Best regards,

iWildCasino

Thank you for clarifying the situation iWildCasino.

Dear Raijaanita,

Can you please confirm you have received the instructions?

Kind regards,

Adam

Hello, I haven't received any new instructions. They ask me to confirm the bank account, and the way I get it, taken on my Samsung mobile phone, it's not valid. Nor is the bank's written confirmation of my account, which I've just requested for the casinos. My money will probably stay with them then. I also emphasize that I'm logged in with bank credentials and they advertise that you don't need to register!

Raijaanita hi!

We kindly ask you to check your mail again.

We duplicated a letter for you from the KYC department. As soon as the verification is completed correctly, you will receive your money.

Best regards,

iWildCasino

Dear Raijaanita,

Do I understand correctly that the document required is a bank statement? Can you please clarify why the casino stated the document was not accepted?

Kind regards,

Adam

I put this because there is no address in the electronic bank statement, I put various proofs of my bank account, but they are not valid for this casino

Thank you for your explanation, Raijaanita.

Dear iWild Casino,

Could I ask you to please clarify exactly what is required of the player in order to be able to proceed?

Kind regards,

Adam

Here is more of what I have sent. That certificate prepared by the bank is already more than 3 months old, but the same information as in these others. This now feels like a tease. I have put a selfie and a driver's license and proof of address in addition to these. The question is about a small amount.

Good evening Raijaanita!

As we already reported, the verification process is still not completed.

The letter has been sent to your email with a list of documents needed to complete verification. As soon as everything is completed, you will receive money.

We are very sorry that everything has been so long, and your issue is still not resolved. But we remind you that the work of the KYC department also depends on the player. Without the necessary documents, verification cannot be passed.

Best regards,

iWildCasino

Thank you for your response, iWild Casino.

Dear Raijaanita,

Have you received the e-mail? Are you able to provide the requested documents?

Kind regards,

Adam

As I have already said before, they want proof of my bank account, I have provided it as shown above. It just doesn't work for them for some reason

Hello Raijaanita,

Does it specify in the e-mail exactly what proof of your bank account is required, and what type of document will be accepted? for example a bank statement in .pdf format?

Kind regards,

Adam

We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us following documents and information about your Bank account:

- A screenshot of your personal online bank profile which contains the following information:

• Detailed address of beneficiary (your address: postal code, street, city, country)

Please also repeat in written form your bank details (IBAN, BIC, detailed address of beneficiary).

Please note that a screenshot of your online bank with your address is required to verify your account. Please note the example attached to this email.

We assure you that your personal information and any payment information are governed by our reliable data protection system. Please send the list of documents to kyc@iwildcasino.com and write down your login as the email subject.

 If you have any questions, we will be happy to help you by 

Live Chat or Email support@iwildcasino.com

Best regards,

iWild Financial Department

What does that confirmation in writing mean? it has remained unclear

Hello Raijaanita,

Thank you for the additional information. Are you able to also forward the example that the casino attached?

You can post it here or send it to my e-mail, adam.m@casino.guru, if it is easier.

Kind regards,

Adam

Hello Raijaanita,

All your documents have been reviewed.

Regarding the progress with the completion of verification, you will be notified by our KYC department. It remains a little bit and you can get money into your account.

Best regards,

iWildCasino

Thank you for the update, iWIld Casino.

Dear Raijaanita,

Please let us know of any further progress with your verification.

Kind regards,

Adam

I didn't send anything more, they finally accepted the documents I sent and I got my money. Still, I wonder about the policy in their casino, they advertise without registration and the documents are not valid. It is also not clearly stated that the deposit must be recycled 3 times. Thank you for this, I think that this on appeal, the documents were accepted.

Dear Raijaanita,

I'm glad to hear that your issue has been resolved and that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam