The player from Austria was unable to withdraw €860 due to an ongoing KYC process related to a typo in her birthdate during account registration. Despite completing KYC verification multiple times and reaching out for assistance, she had not received a response in three months. The issue was resolved when the casino completed the verification process, allowing the player to withdraw the funds successfully. The player's verification status was confirmed, and the complaint was marked as resolved by the Complaints Team.
iWild Casino - Player’s withdrawal is delayed due to KYC issues.
Amount: €860
iWild Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Dear Filler81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting playing.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you had the option to review the provided personal information during registration?
- Have you attempted to correct the information before you played with your funds?
- Is this the only inaccuracy in the provided personal information in your profile to your knowledge?
- Could you please share with me the communication between you and casino support regarding the issue? My email is tomas@casino.guru
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,
Tomas
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 delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Thank you very much, Filler81, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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2 months ago
Hello there,
Thank you Filler81 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask iWild Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue with verification.
Thank you!
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2 months ago
Translation
Hello Peter, I was suddenly able to withdraw the money... But there is still the problem with the date of birth, which unfortunately is still on 16.4 instead of 15.4...
Kind regards
Automatic translation:
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2 months ago
Dear Peter and Filler81,
On my part, I will contact the relevant department for information and get back to you with a solution to this situation. Thank you for your patience.
Best regards,
iwildcasino representative.
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2 months ago
Dear Peter and Filler81,
Thank you for your patience and waiting. We are pleased to inform you that your verification process is now complete. Please note that your date of birth will remain unchanged in the data visible to you, but all necessary information has been carefully recorded in our internal system. If you have any additional questions or require clarification, please contact us - we are always ready to help.
Best regards,
iwildcasino representative.
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2 months ago
Thank you for the update iWild Casino representative.
Dear Filler81, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!
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1 month ago
Dear Filler81, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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1 month ago
Translation
Everything went well! Payments have been made and received and verified status is also current
Thanks !
Automatic translation:
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1 month ago
Dear Filler81,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
