HomeComplaintsiWild Casino - Withdrawal of player's winnings has been delayed.

iWild Casino - Withdrawal of player's winnings has been delayed.

Amount: €438

iWild Casino
Submitted: 29 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

6d 4h 18m 0s

Case summary

The player from Portugal has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.

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On the 24/01/2025 i made a deposit of 40€ in this website through a one purchase only digitally created card. After this first deposit, all my other deposits were made by direct phone number, with no issues. Verification was quick and very smooth at the beginning. After i was satisfied with my winnings, i tried to withdraw them, and at first, all seemed perfectly fine.


I then received an email referring to the KYC, as it can be seen in all attached files to this complaint, i sent every possible bank and personal info available to me. After 6 days and a very low ratio of emails sent by the "finance department", they keep claiming different sorts of documents are needed with each email interaction. A sort of "stalling" technique, as can be seen in the pictures. Some chat conversations have been removed, as i wished to include them here, to showcase that many of the "support" people, were giving me different and new instructions with each interactions.


But, my money is being retained by this website, i do not recomend anyone to try this, as they will try at all cost to stall and keep you from returning your winnings with limits of withdrawals and amouts.


Has i can understand from other users, these seem to be standard practice with this website, unclear why its rating is so high. Probably another scam.


In sum, i do not own a physical card, nor i can provide a name on the card nor a document to something that as been digitally produced on a phone app with no back cover. Notice the constant change on instructions by the site. Probably automatic response text. One cannot clearly understand what is asked, and it seems that they have no interest in the information you try to provide them.


I would like to see some type of real response from them, as to easily solve this problem. But apparently even after the KYC barrier is passed, there a lot of complaints that they delay their payments due to issues that have nothing to do with the player.


Tomorrow i will go to my bank as last atempt to solve this. But the hope of getting what is rightfully mine is very little, as this website has no interest in paying or helping their customers.


If in any way Casino Guru can help, i would be enormously grateful. Thank you

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Dear jfrferreiradasilva,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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Hello and thank you for very quick response.


The problem is more with the KYC right now. Has the instructions given for the one document needed to finish the KYC process, are not very specific, not clear and keep changing. I have sent more than enough, required and asked for this to verification process go smoothly.


What is actually needed then?


There is no concrete help from them.


As i said, my last attempt for acquiring this so called needed document, is going to be made tomorrow in my bank. If i cannot get what they request, what is there to do? I have sent multiple bank and personal info to them.


And it just seems like a constant stall tactic.


Regards

João S***


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After going to my bank and showing all the information that has already been handed to them, they have quickly noted that all information is more than sufficient for verification to be done. And I should be able to withdraw my funds. 


They have already found grounds for fraud and began a process of cash back, of all that was deposited from my account into their website.


It's a shame that things have come this far, I have no problem waiting and seeing the remainder of this process through. 


In the case they allow the withdrawal to happen, I will immediately call the bank and security authorities and report that the matter has been solved. It is up to them.

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My last try, i sent all documents which my bank approved, and the verification was rejected, with instructions to now make a video.


My bank wishes to proceed with the fraud process and charge back. I have given them all necessary documents and proof of this website procedures, i believe that is that. Will be waiting for the end of this process, apparently Portuguese law protects me from these types of practices and at least the money i deposited may be returned to me.


Probably my bank will enter in contact with them and maybe they will accept the verification. Don't very much care anymore, its not on my hands.



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Dear jfrferreiradasilva,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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Hello Nick


Has i have explained in the comments to my complaint, all of this situation does portrait to a withdrawal issue in the big scope of things. But, The main problem is that iWildCasino, does not accept, documents and information verified my bank as enought proof that i was the one that made the deposit, with a ONE PURCHASE ONLY DIGITALLY CREATED BANK CARD, on the MBWAY app, this app does not allow any type of screenshots or videos be taken, more than what i have provided to iWildCasino. My CGD(PT) bank app, also has the same problem, security measures. Therefore, they do not accept my KYC documents, that again, my bank has told me that are more than enough. With time of deposit and all type of personal information, clearly confirming that i am the owner of the card.


After i provided my bank with all this information, they have decide to take matters into their own hands and have begun legal processes.


IWildCasino, simply has no interest in any of the documents i have sent, and as i have seen from more complaints from other users, they are not interested at all in giving people their money back.


I am only waiting for another contact from my bank, as to explain what the next step is. I do not expect iWildCasino to facilitate or understand this situation has they have proven through the support and finance teams that they have no interest in understanding the situation and try to help. They just don't care.


I thank you for what ever help you may provide, but i have already given up. My bank will try to recover my deposits and that is that i guess.

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Dear jfrferreiradasilva,

Before we would try to reach the casino, would it be possible to forward the communication between you and iWild Casino related to this case to nikolas.b@casino.guru for further review?

Looking forward to hearing from you.

Regards,

Nick

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