iWild Casino - Player’s withdrawal has been delayed.

KYC is not responding to me...nor is the support team...the chat keeps passing the responsibility by redirecting me to emails...which do not respond...a withdrawal requested over 20 days ago...I've made deposits but I can't find the beneficiaries' names for the deposit and they won't tell me...

Dear Nihu888,

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. 

• Have you made any successful withdrawals before? 
• Could you please clarify if you have passed the KYC verification? Or is the incomplete verification causing the delay in processing the payment?
• Did you accumulate your winnings with or without an active bonus?

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

Already deposited.

Accumulated the winnings with free spins.

Never taken before.

They ask me for screenshots but Revolut does not allow me to send a certificate of ownership of the account plus screenshots with another phone.

But they don't answer....

They're not answering today either

Thank you very much for your reply, Nihu888. Could you please forward any communication between you and the casino you saved to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They kept asking me for screenshots of my revolut account...but revolut doesn't allow screenshots..so I sent official document of my account with all the data...plus photos of the account from phone to phone..

Thank you very much, Nihu888, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Nihu888!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Dear Pavel and Nihu888,

We will contact the relevant department regarding this situation and request information.

Once we receive it, we will get back to you with the answer we received.

Best regards,

iwildcasino representative.

Hello Nihu888,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Pavel,

I have clarified the information regarding the player verification. The KYC department has sent several letters to the player requesting documents, but all requests have been ignored by the player. We ask the player to respond to the KYC letter and provide all necessary requested documents in any format to pass verification.

Best regards,

iwildcasino representative.

I have already sent the same documents several times...they are the ones who do not respond...if they respond..they respond after a week...

Revolut doesn't let you take screenshots...I've already sent all the photos

Nihu888, please, send me the last e-mail with KYC requirements from the casino and all documents you have sent in a response to it and we will try to find a suitable solution together. It may be the communication issue (e-mails go to spam, for example) or the issue with your documents, so I would like to make sure that all you have submitted is enough for now. If all documents will be in order, I will communicate with the casino and we will work out a solution.

You can send all information to my e-mail: pavel.k@casino.guru.

Dear Nihu888,

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.

I already sent you

Nihu888, I have not received an e-mail from you. Please, check if you have accidentally added a dot after my e-mail address while sending the letter to me. It happens sometimes by mistake. Please, resend the e-mail once more to pavel.k@casino.guru

sent on January 2nd 2 times..now..sent again

Nihu888, I still have not received an e-mail from you. Could you, please, make a screenshot of the sent e-mail where my address is visible and send it here?

Dear Nihu888,

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.

Yes..tell me

Nihu888, I have not received any e-mail from you. Send it once more and send a screenshot of the sent e-mail here, in the thread. You have last chance to do so, if you will not do it in 7 days, your complaint will be rejected for the non-cooperation.

All right, I see that your first e-mail was sent to my e-mail address with the "," at the end of it. I am not sure that the second time it was fixed or not, but I still have not received it from you. Given that casino also did not receive any e-mails from you, I think the problem may be with your e-mail. Please, try another address to send documents to me firstly and then, if I will receive it, you can send them to the casino from the same address.

Dear Nihu888,

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.

Yes I answered

This is the same screenshot you have already sent me. Use another e-mail address to send your documents to me. If I will not receive them, I will reject your complaint for non-compliance with our requests.

On thousands of casino sites I have registered in over 200 casinos...sent as many emails...for over 25 years no one has told me they had problems with my email..bah...

Dear Nihu888,

I have finally received your information form an another e-mail, it seems like the problem is indeed with your e-mail address. Maybe it just stopped supporting letters to and from other domains or maybe it is another bug, the important thing is, we have your documents now.

Dear iWild Casino,

is it possible for me to redirect player's e-mail with documents to you or is it better for the player to send it themselves, but using another e-mail, not the one registered in the casino?

Dear Pavel,

We have received a response from the KYC department regarding the situation.

The player has been sent many letters with various explanations and examples, but no response has been provided.

We ask the player to make sure that all requested documents are sent correctly and to the correct email address.

The last notification to the player was sent on 01/30/2025, to which no response was received.

If the player has a problem sending a letter from his mailbox, then we ask that the documents be sent to another mailbox belonging to the player, having previously notified us here from which email the letter will be sent.

Below I will duplicate the request sent to the player by the KYC department:

We are waiting for the documents that were requested from you in the previous letter, namely:

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

- Bank account number / IBAN (international bank account number) 

- Bank ID / BIC (bank identification code)

- Detailed address of beneficiary (postal code, street, city, country)

Please send all documents requested to kyc@iwildcasino.com

Best regards,

iwildcasino representative.

Dear Nihu888,

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.