iWild Casino - Player's withdrawal is delayed due to repeated verification requests.

I have submitted all requested bank account verification documents to iWildCasino several times according to their instructions, yet they continue to ask for the same information in a different format. My account has €2,200, of which €1,200 is pending withdrawal. I have documented all communications and attached their previous requests. If the issue does not progress, I will seek assistance from the relevant authorities and the licensing body.

Dear Joker80,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• What is the format you uploaded the documents in and which format did the casino request?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas, 

I sent you all the message exchanges to your email.

Best regards

Mika

Hi Tomas,

Absolutely outrageous service at this casino. I sent them additional questions regarding the processing of the matter, but they haven’t even responded to the previous message I sent them.

I'm starting to doubt the entire casino's operations in general—is it a scam or intentional delay? They apparently think I will probably gamble my winnings back. Do I need to take more serious action?

I also attached to my new message documents regarding the account verification, balance, and pending withdrawals.

Hi Tomas, I have now received clarification from them, and my bank account details have been verified. I can withdraw €1326.6 because the winnings were subject to bonus terms. However, I was not aware of the bonus condition related to the winnings. I will confirm the matter finally once I have received the withdrawals in my account. My current withdrawal request is three times €400, which is the maximum amount that can be withdrawn per day.

Thanks for the update.

I checked the general bonus rules and found this: https://iwildcasino.com/en/page/bonus-terms

1.2. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

• Were your winnings capped accurately taking into consideration this casino bonus rule?

Please let me know.

Hi Tomas, I sent them that message because they promised to approve the withdrawal within 24 hours, but nothing has happened yet. This is starting to be an unreasonable delay, and I want them to approve my withdrawal immediately.

If they don't start acting soon, should I start considering more drastic measures?

My message kyc and iwildz support teams.

Hello, why have my withdrawals still not been approved? I now have additional winnings of €5,000 in my account, but I cannot make new withdrawal requests because you have not even processed my previous ones.

I demand that you start approving my withdrawals immediately! My account is fully verified in every way. It has now been five days since my first withdrawal requests!

I can withdraw three times €400 per day, so start processing them now.

Additionally, my first withdrawal requests should appear in my bank account today.

Thank you.

Hi Tomas,

I send you email.

Hello Tomas,

I just received the first 400€ in my account. The other two 400€ withdrawals have not arrived yet. I made an additional withdrawal request for another 400€.

I will continue monitoring the situation. This is a good start and shows that they are taking action on the matter. I just wonder why they didn't approve all three of my withdrawals at once. At this point, I was only able to make one additional withdrawal request.

Dear Tomas, Casino Complaint Support General Publication

I've encountered a serious issue with iWildCasino, where they have abused bonus terms and illegally seized my winnings. Here's a summary of the case:

I played entirely with my own winnings, so bonus terms should no longer apply to my balance.

They had already previously deducted the bonus-related portion (€872.57) from my winnings, confirming that €1,326.60 was withdrawable.

I made three €400 withdrawal attempts, after which I played the remaining €126.60 with real money and won more.

They processed only one €400 withdrawal while simultaneously seizing €4,872.65, citing the same bonus clause (1.4) they had already applied.

Why is this fraud?

The bonus condition was already applied, with no grounds for reapplication.

I was never informed that subsequent winnings would be subject to bonus terms.

I had already fulfilled all bonus requirements with no remaining conditions.

The casino's own messages confirm that €1,326.60 was withdrawable without restrictions.

Actions taken: I've sent an official complaint demanding:

Return of the seized €4,872.65 to my gaming account or approval for withdrawal.

Immediate approval of the two remaining €400 withdrawals.

If the casino doesn't resolve this within 24 hours, I'm prepared to:

File an official complaint with their licensing authority.

Report the case to independent dispute resolution services.

Publish the case on international gambling and review platforms.

This appears to be a deliberate attempt to steal players' legitimate winnings. I want to warn other players about this practice.

Let me know if you need further adjustments!

Hi Tomas,

Could you provide your comments on this situation?

I have been in contact with iWildz Casino’s KYC department and support. They responded that the remaining two €400 withdrawals will be processed on 12.2. and 15.2.

However, could you comment on the other issue where they claim to be applying bonus rule 1.4 again? It cannot be that the bonus rule has already been applied once, and I have saved their messages confirming that I can withdraw €1,326.60. Additionally, this amount already included the wagering requirement.

The situation is as follows: I had already made three €400 withdrawal requests and played with my remaining real money balance of €127.60, which they themselves confirmed through the KYC department. With this amount, I won more, bringing my total balance to €5,000.25.

It makes no sense that they now claim they can apply the bonus rule again and have arbitrarily seized/removed €4,872.65 from my account. This seems like a clear case of abuse.

Do I really need to contact the authorities to get this matter resolved? Or could you obtain a response from the casino and official proof that they can arbitrarily apply their bonus rules? I want them to provide a written and official document clearly defining what is included in rule 1.4 and on what basis they believe they can apply it in this case.

Thanks for your patience. I am sorry to hear about the recent developments. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Hi Tomas, 

Thanks. I'll wait to see how things go.

Hi Jakub,

Have you received any clarification on this matter? I have sent them a new complaint on February 12th, but I have not received a clear response.

Below is my message to them:

Dear iWildCasino Support,

Thank you for your response. However, your reply does not address my request for specific evidence regarding the confiscation of my €4,872.65. You mentioned that all information is available in my profile, but I have reviewed my account, and the requested documents are not accessible.

To resolve this matter amicably, I kindly ask for the following information in writing:

A full transaction history of my account, including deposits, withdrawals, and bonuses in a clear PDF format.

A detailed explanation of how rule 1.4 applies to my situation, considering that the balance of €1,326.60 was already verified as real money.

Any internal records or decisions that led to the confiscation of my funds.

The date and approval of the confiscation decision by authorized personnel.

I am confident that this situation can be resolved transparently and fairly. However, as this concerns a significant sum of money, I must ensure that proper procedures have been followed. If this issue cannot be resolved through direct communication, I may need to seek assistance from consumer protection agencies and gaming regulators to clarify my rights.

I kindly request your detailed response within two (2) business days so that we can find a fair solution without further complications.

I appreciate your cooperation and look forward to your prompt reply.

I hope to receive a prompt response so that I know where we stand.

Dear Joker80,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the iWild Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear iWild Casino,

Could you please provide detailed information regarding the current case and explain the reasons behind the delay in the player's withdrawal? Additionally, I would appreciate an explanation regarding the application of the bonus max win cap, which, according to the player's information, has already been applied before, when the wagering requirements for the bonus in question have already been cleared.

Furthermore, I would like to kindly request the information that the player asked for via email on February 12, as referenced in their most recent post.

Thank you in advance for your response.

Best Regards,

Kubo

Hi Kubo, 

There have been no updates regarding this. Thanks for taking care of this.

Hi Kubo, 

I will email you the full attachments I have submitted to them in the complaint.

Summary of the Final Notice to iWild Casino / Altacore N.V.

Background and Overview

This is an official complaint to iWild Casino / Altacore N.V., demanding the return of €4,872.65, which has been unlawfully withheld. The customer has contacted the casino multiple times but has not received any response or explanation for the withholding of funds. As the situation remains unresolved, the customer has decided to escalate the matter to authorities and regulatory bodies.

Key Points and Demands

The complaint outlines the following demands:

Refund of €4,872.65

The customer demands the full amount of €4,872.65 to be transferred via bank wire and proof of the transaction provided immediately.

GDPR-Compliant Data Release

The customer has requested personal and transaction data in accordance with GDPR regulations. Failure to comply may result in a complaint to the data protection authorities.

Potential Consequences

If iWild Casino fails to meet the demands, the following actions will be taken:

Criminal Investigation and Money Laundering Violations

The customer intends to contact law enforcement and financial crime authorities such as Europol and Interpol regarding suspected violations of money laundering regulations, considering the international nature of the case.

Regulatory Complaints

The customer will file official complaints with gaming authorities such as the Malta Gaming Authority (MGA) and the Curaçao eGaming Authority for potential violations of licensing conditions and unethical business practices. This could lead to license suspension or revocation.

GDPR Complaint

The customer will file a complaint with the European Data Protection Board (EDPB) and national data protection authorities if the casino fails to provide the requested data.

Consumer Protection and Deceptive Business Practices

A complaint will also be made to consumer protection agencies regarding unfair terms and deceptive business practices.

Further Actions

If the demands are not met by the specified deadline (February 25, 2025), the following actions will be pursued:

Criminal Investigation

The customer is prepared to involve law enforcement and financial crime units in investigating the case further.

Regulatory Complaints

The customer will proceed with formal complaints to regulatory bodies, potentially leading to sanctions against iWild Casino.

Public Disclosure and Exposure

The customer is ready to expose the casino's unethical practices through consumer protection platforms and media channels.

Final Warning

This is iWild Casino’s final opportunity to resolve this matter voluntarily. Failure to comply will result in immediate escalation, with severe and irreversible consequences.

Hi Kubo,

This situation is becoming completely unacceptable. The casino’s live chat repeatedly promises to escalate the issue, yet nothing happens—no updates, no responses via email, and no resolution. It has now been nearly two weeks, and they are deliberately stalling.

If the funds (€4,872.65) are not returned by Friday, February 21, 2025, I will escalate this case to multiple authorities and take legal action:

Curacao eGaming (CEG) – License Violation Complaint

The casino operates under a Curacao license, and I will file a formal complaint with Curacao eGaming regarding their failure to honor withdrawals and respond adequately.

Complaint form: https://www.curacao-egaming.com/complaints/

I will provide full evidence, including chat transcripts, deposit and withdrawal history, and their repeated failure to act.

Interpol & Europol – Criminal Complaint for Fraud & Possible Money Laundering

Given the suspicious nature of this case, I will submit a criminal complaint with Interpol and Europol.

A report will also be filed with the Finnish police, who can escalate this matter to international authorities.

ECC-Net (European Consumer Centre) – Consumer Protection Violation

Since this involves unfair and deceptive business practices, I will file a complaint with the EU Consumer Protection Network (ECC-Net).

Complaint submission: https://www.ecc.fi/

Public Exposure & Casino Watchdog Reports

If no resolution is provided, I will warn other players through Trustpilot, AskGamblers, Casinomeister, and other review platforms.

The casino's refusal to process legitimate withdrawals will be documented and shared publicly.

The casino is clearly hoping that by delaying long enough, I will give up—but that will not happen. If they do not resolve this by the deadline, I will ensure this case receives maximum legal and public attention.

Complaint Details:

iWild Casino has wrongfully confiscated my funds and closed my account in an attempt to avoid responsibility.

Unjust Fund Confiscation

My balance of €4,872.65 was illegally taken, with no proper explanation.

The casino falsely applied their Bonus Terms (Clause 1.4) to real money funds.

I requested my full gaming history (February 6–7, 2025) but received no response.

Live Chat Deception & Lack of Response

Since February 7, 2025, I have contacted support multiple times via live chat and email.

Live chat agents repeatedly promised to escalate the case but did nothing.

My emails remain unanswered.

Account Closure After Mentioning Legal Action

I informed live chat that I would escalate this case to licensing authorities and law enforcement.

Shortly after, my account was suddenly closed.

When I try to log in, I receive the message: "Your account has been closed due to gambling addiction."

This is a blatant lie – the casino is trying to silence me and cover up their fraudulent actions.

Actions I Am Taking:

Since iWild Casino refuses to resolve this issue, I am filing complaints with:

Curacao eGaming (CEG) – License violation complaint.

Interpol & Europol – Report for fraud and potential money laundering.

Finnish Police – Criminal complaint for unauthorized fund confiscation.

ECC-Net (European Consumer Centre) – Consumer rights violation report.

Resolution Demanded:

Immediate refund of €4,872.65 to my bank account.

Complete gaming and transaction history for February 6–7, 2025.

If this issue is not resolved by February 21, 2025, I will proceed with all legal actions to hold iWild Casino acco untable.

Hi Kuba, 

Could you comment on this issue, what is the situation?

Dear Kubo and Joker80,

We will clarify the information regarding this request, conduct a review, and provide you with a response shortly. Thank you for your patience.

Best regards,

iwildcasino representative.

Hello,

It is quite perplexing that despite reaching out to your customer service and multiple departments several times, I have received no clear response or proper handling of my case. Now that the matter is being discussed on Casino Guru, I receive a reply that still lacks any concrete action.

I hope we can resolve this matter amicably and without unnecessary delays. I request that you address this case promptly and provide a transparent explanation of the basis for your decision. I am open to a constructive discussion, but at the same time, I expect a fair and transparent resolution.

To facilitate your review, I am attaching screenshots of emails from your KYC department, where they confirm that my funds were real money and available for withdrawal. This way, you will not need to ask me for this information again.

I look forward to a prompt and honest response so that this matter can be resolved without further action.

Dear Joker80,

Just a kindly note - submitting a complaint to Curaçao eGaming (CEG) won’t have any effect, as the casino is not licensed by this authority but rather by the Curaçao Gaming Control Board (GCB), which is a completely separate entity. Additionally, CEG ceased all licensing operations as of October 1, 2024, and any licenses issued by them are no longer valid.

Dear iWild Casino,

Are there any updates regarding the review? Could you please share any details about the case?

Thank you.

Hi Kubo,

Thanks for the additional information. It's about time the casino started responding to this issue.

Now enough of this slander, the casino has had enough time to respond, now I will tell you the deadline, if the casino does not respond by March 7, 2025 I will start the actions I have told you against them.

Hi Kubo,

It seems that the casino has no interest in resolving this matter. On Friday, it will be a full month since I started addressing this issue.

Now, let me make this clear: on March 19, 2025, their time runs out according to the GDPR law, and this is a serious violation.

Not only are they refusing to return my money voluntarily, but they have also arbitrarily confiscated it. This is not a small amount, and I will be filing a criminal complaint with all possible law enforcement authorities across the EU.

Dear Kubo and Joker80,

We would like to inform you that our investigation into this matter has been completed. We highly appreciate Casino Guru's support and valuable contribution to resolving this issue.

After a thorough review of the player's case, we have reconsidered our decision and taken the necessary measures. As a result, we have restored €4,872.65 to the player's account balance, ensuring a full refund of the deducted funds.

This decision reaffirms our unwavering commitment to fairness, transparency, and an exceptional gaming experience.

We sincerely appreciate your invaluable assistance.

Best regards,

iwildcasino representative.

Hello,

Thank you for your response and for returning the funds. I now expect you to immediately reopen my account so that I can start withdrawing my winnings.

Please confirm when my account will be reopened and that withdrawals can be processed without delay.

I look forward to your prompt response and action.

Best regards,

Joker80

Hello Kubo and iWild,

I have now made three withdrawal requests of €400 each and expect you to start approving my withdrawals as soon as possible.

I will keep monitoring the situation. Once I have successfully withdrawn my winnings from my account, I will confirm here that the matter is resolved from my side.

Until my winnings have been transferred to my bank account, I will not play any games on my account to avoid any further misunderstandings regarding this issue.

Joker80

Hello iWild,

The handling of this matter has now taken a month, so I expect you to start approving my withdrawals without further delay.

I hope I will no longer need to contact customer support regarding this issue. Instead, I ask that you inform your KYC department to begin approving my withdrawals.

Since I can only withdraw €1,200 at a time, I need all withdrawals to be approved accordingly. As I am unable to withdraw the full amount of €4,872.65 in one transaction, please ensure that your KYC department is aware of this and processes my withdrawals accordingly.

Joker80

Hello iWild,

As I have already mentioned, start approving my withdrawal requests immediately!

On Friday, I submitted three withdrawal requests of €400 each. So far, you have only approved one of them. I don’t understand why it is so difficult to approve all of them at once!

As you are well aware, I can only request withdrawals of up to €1,200 at a time. I will not play a single cent of my winnings until all my funds have been fully withdrawn. This ensures there are no misunderstandings regarding my winnings.

Inform your KYC department immediately to start approving my withdrawal requests without delay!

I will not wait another month for my winnings to be processed.

As you are fully aware, your licensing regulations require that my winnings must be withdrawable within a reasonable timeframe. Your actions appear to be deliberate stalling.

Again, I emphasize that I will not play a single cent until my winnings have been fully withdrawn.

Joker80

Hi Kubo,

iWild Casino Status Update – 12.03.2025

Today, 12.03.2025, iWild Casino transferred €400 to my bank account.

I received a notification that the next withdrawal requests will be processed as follows:

17.03.2025 – next payout

20.03.2025 – next payout

I will continue to monitor the situation and update here once all my winnings have been withdrawn.

Dear Joker80,

Thank you for your valuable update. Since the casino has reconsidered their decision and reimbursed your balance, which is planned to be sent to your bank account in the coming days, I will mark this complaint as resolved. If you stop receiving partial payments from the casino or encounter any other issues, please feel free to reach out to me directly at jakub.m@casino.guru.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo