HomeComplaintsiWild Casino - Player unable to verify the account.

iWild Casino - Player unable to verify the account.

Amount: €13,930

iWild Casino
Safety Index:Very high
Submitted: 29 Jun 2023 | Case closed : 24 Jul 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Austria has a problem with account verification as he has not received any response from customer support for over a month. The case was rejected since the player stopped responding.

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1 year ago

Hey there, i played on Iwild.com and want verify my account what not worked. The Support answerd my since over one Month not on the Mail and the Account is not disabled.

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1 year ago

Dear Rednose2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I agree that one month is really and I believe two weeks should be sufficient to complete the verification process. Given that you have already shared additional details regarding this case with my colleague Jozef, I will now forward this complaint directly to him.

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

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1 year ago

Dear Rednose2,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.


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1 year ago

Dear iWild Casino team.

May I kindly ask you to explain what has exactly happened? I have received evidence that the player forwarded his KYC documents to you on May 16, 2023, but there has been no response since then.

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1 year ago

Dear Guru and Rednose2,


After processing the client's documents, we received a notification from the automatic verification system that the client is suspected of fraud. We made a request to the company that developed this system in order to get reasons why the system identified this client as suspected of fraud. We recently received a reply that this was a mistake.

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1 year ago

Dear Rednose2,

I am confident that we are nearing a solution to your problem. Could you please let us know when you receive the withdrawal?

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1 year ago

Dear Rednose2,

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.

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1 year ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

 

The player can reopen this complaint anytime.

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