iWild Casino UK - Player experiences withdrawal restriction issues.

I joined iWild casino and have deposited several times through my bank which has gone through fine. When it comes to withdrawal I’m now verified and can withdraw, however, the bank option is not there. I was really annoyed with this, however, I did what they asked and opened up and Ecopayz and Mifinity account and added money into there to deposit so that I could withdraw my money which is wrong in itself as I’ve already deposited! However, I did this and attempted to deposit and you’ve restricted me from it going through on both accounts. So that means I have money in both those accounts now that is a battle to withdraw and I’ve lost money due to their fees!

I have been on Live Chat several times and keep getting the same old rubbish that I need to deposit from another method, I have tried them all and most are restricted to the Uk so you can’t just keep my money if you’re not giving me suitable ways to withdraw back to. You have taken from a UK bank account and the funds need to go back the same way for fraud and money laundering regulations. I have emailed your company 10 days ago I got one response 10 days ago that wasn’t helpful so I then sent a further 8 emails since 20th December and no reply! I’ve emailed to make a form complaint and no reply. My money is being held with it is mine to withdraw and you’ve been extremely unhelpful. I have asked for your CEO details and customer relations email address several times and nothing. I have emailed customer service and finance multiple times and nothing. Yet you can send me emails for bonuses every single day. I am on live chat every day and no one is helps me at all. I want this investigated and my money back to my bank.

Dear Card2017,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully?

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,

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 delightful holiday season, and we will get back to you as soon as possible.

Hi Peteonela,

Thanks so much for your swift reply. So the options I have are Mifinity, Ecopayz and Bitcoin the others are not uk based. I have already deposited multiple times via card and the minimum for bitcoin is €50 which is wrong considering I have already deposited multiple times and shouldn’t have to deposit from another method just to withdraw my money. I have tried Mifinity and Ecopayz and I the rejected deposits and I am not struggling to get my money back from them. I have no clue about bitcoin and what to do at all. The option of withdrawing to my bank is not there. It has absolutely spoilt my Christmas trying get this sorted. I have asked the casino multiple times and been on live chat every day and no help given at all. I’m desperate for help .

i appreciate you being so on the ball in getting back to me.

Hi Card2017,

If you have been advised by the casino to use Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast and safe and you can always convert Bitcoin to cash and ultimately move it to a bank account. There are a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/).

Wasn't Neteller or Skrill available?

Please let me know how you decide and we will agree on how to pursue this case.  

I’ve spent the money and I’m going to close the account. It’s really unfair to make someone use bitcoin and have to deposit again to actually withdraw. I have no clue with bitcoin and I’m not opening something that I don’t want to. The casino should always advise customers if they can’t withdraw via card from the beginning. Thanks for your help anyway

I'm genuinely sorry to learn that you chose to play down your winnings rather than explore the option of opening a Bitcoin account. I acknowledge that not everyone utilizes e-wallets in their day-to-day lives. However, if a casino faces challenges in processing withdrawals through more conventional payment methods, setting up e-wallets can be a straightforward solution that is becoming increasingly widespread.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.