iWild Casino - Player's withdrawal held due to bank card issues.

hello i want a help with my withdraw at iwild casino.. generally seems nice place. i already verified my account with success and im trying to do a withdraw 250 euros.. i used a bank card this summer for a deposit and yesterday i did an deposit with my new card(the previous is inactive due to someone tried to steal me soooo the bank gave me a new card... i sent them a photo which proves that im the owner to the old card and to the new but didnt process my withdraw.. generally is a legit casino with very good games.. but i feel sad for my problem also i send them an e statement but they asked me to be no older than 3 months.. i asked to my bank for the last one but they told me that the last one is that i sent them already

Dear nikosvas1995,

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 take 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?
• Have you provided all the other personal documents to verify your identity?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

first of all thx for your reply.. secondly i already verified my account to them with success, but they asked me a second verification.. unfortunately as i said before my previous card is inactive.. i sent them a screenshot which proves that im the holder of the inactive card..i sent them everything my IBAN BIC , and a statement which is from september. unfortunately i called my bank and they said that the last e statement is the one that i sent to them and the new one isnt available at e banking.. i sent them everything, a photo of my current card,that i used to do the deposit also...

today the bank sent me the statement which proofs that my old card is inactive so i will send it to them

ok so they sent me an e mail really fast... as i can see they accepted the statement for the inactive card.. but they asked me an e statement which is not older than 3 months. damn i cant get out of my home for now im sick where can i find this

hello again . we tell the bad things But on the other hand we have to tell the good things... i can confirm that i verified my withdraw and i received ther money... thx for your help guys you are aamazing.. and also i will definitely use iwild again🙂 it was a bit strange but from now i guess that i will be able to do easier withdraws... the money came at my acoount 2 hours after my verification!

Great news :) As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nikosvas1995, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.