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

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

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.

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***

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.

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.

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.

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.

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

Hello Nick

Yes i can. And to further my this thread as to help anyone with the same issue, i will leave here the email i just received from the MBway app / MBnet cards company, explain what i have been try to say to iWild but to no avail.

I will also send this email to you.

"Bom dia,

Informamos que através da App MB WAY não é possível emitir comprovativos de titularidade dos cartões MB NET.

Todas as operações efetuadas através do MB WAY têm sempre subjacente o cartão bancário real, desse modo, sugerimos o contacto com o seu banco de modo a obter um comprovativo detalhado de um movimento que ocorreu na sua conta bancária.

Cumprimentos,

SIBS Customer Support

Departamento de Operações e Serviço a Cliente

Núcleo de Suporte de FrontOffice a Clientes"

"Good day,

Please be advised that it is not possible to issue proof of ownership of MB NET cards through the MB WAY App.

All operations carried out through MB WAY always have a real bank card behind it, therefore, we suggest contacting your bank in order to obtain detailed proof of a movement that occurred in your bank account.

Compliments,

SIBS Customer Support

Operations and Customer Service Department

FrontOffice Customer Support Center"

Iwild will probably tell me to go to the bank or whatever, but if they actually pay attention and read what i am trying to communicate to them, my bank as already checked all the documents, and say its more than enough legal proof for customer verification, and that the card info that they can provide is for one purchase digital card, which i already sent all info. Yet, they will surely insist. Stall, scam techniques.

I will send all conversation attempts available, through email and chat with them. Even though they did even deleted some chat conversations, but its expected from these type of practices. Sorry for the huge email with documentation you will receive.

All the best

João Ferreira da Silva

Thank you jfrferreiradasilva for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello jfrferreiradasilva,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite iWild Casino to join the conversation.

Dear iWild Casino,

Can you please provide an explanation as to why the player's KYC process is still not concluded? As the player mentioned, they have provided you with various documents and explanations for why some documents cannot be provided, as there is basically no option for them to obtain them. For virtual bank cards (temporary or one-off bank cards) there is very often no information available and most of the bank apps don't allow screenshots to be taken.

I would like to know what other, if any, documents are still required for the KYC to complete and how the player should get them?

I'm looking forward to your response.

Just to mention, that i just received this email, as to the subject of "Closed for the duration of the verification process.", from iWildCasino.

"Our Financial Team notifies you that your account is frozen now until the verification will be fully complete.

We are waiting for the documents that were requested from you in the previous letter, namely:

- The official document confirming the ownership of the card...

Please be advised that if you do not provide the documents by 24.07.2025 your account will be permanently closed in accordance with project rules 14.6.1."

The stalling measures continue. And the intent to even close my access to the account I have nothing more to add, i only wish to warn other players about these practices and methods.

Regards

João Ferreira da Silva

And i cannot acess the website.

Dear Michal and jfrferreiradasilva,

We will contact the relevant department to clarify the information regarding your request and when we receive a response, we will notify you.

Best regards,

iwildcasino representative.

Dear iwildcasino representative,

I'm looking forward to seeing some development soon.

Dear jfrferreiradasilva,

I acknowledge your concerns regarding the speed at which your issue is being addressed. However, due to your inability to provide the standard documents for KYC, the casino team must determine if any alternative documentation is necessary (if any at all) to complete the KYC process and facilitate your withdrawal. I look forward to positive progress in this matter shortly. Thank you for your understanding and patience.

Michal

My inability to provide the standard documents? My bank and even a lawyer as stated multiple times that i have provided more than enough documents for KYC, documents i have sent you. I thought you had a clear understanding of the situation, with one of your previous answers, apparently not.

I am very disappointed by this last response by you CasinoGuru. But as i said, i feel that i have been more than clear by what is happening, and i am just trying to warn other people of these kind of practices.

Dear jfrferreiradasilva,

I'm sorry, I somehow forgot to add "(for valid reasons)" in the sentence from my previous response.

So the correct sentence should have been:

due to your inability (for valid reasons) to provide all the standard documents for KYC, the casino team must determine if any alternative documentation is necessary (if any at all) to complete the KYC.

While I can agree with you that you have provided various other documents for the verification, iWildCasino, like any other online casino has this rule in its terms and conditions to which you agreed when creating your account

I'm in discussion with the casino team about your case, and I can assure you that our aim is to help you, but if you feel you want to pursue your case through other channels, I can proceed to close your case. Please let me know how you would like to proceed.

Dear Michal

A appreciate the immediate response from your part and the correction. Therefore, no problem whatsoever and i am happy with all the help you and your team can and have provided with this issue, and i wish to see this through and to see what kind of support and answers IWild Casino really has for this problem. Thus helping any other players in anyway as to be informed, before using this site.

Thank you for all support.

Kind regards

João Ferreira da Silva

I keep receiving emails from IwildCasino, giving me different instructions as to what i need to do to finish the KYC process. These are semi automatic emails, because the instructions are different, and i have very little hope that they read all of my explanation and motives as to why i cannot deliver the "VERY IMPORTANT DOCUMENT" of a card that is associated to my account and does not exist. Since the answer from Michal, showing the rules in its terms and conditions to which you agreed when creating your account.

The IwildCasino team answer will surely be no different from the emails i am receiving, as portraying to the their terms and as i stated multiple times, they do not care about your reasons, and they know that the info's of the card they request is not accessible.

They will surely claim that what they are asking is valid. They do not care about the customer/player.

Dear Michal and jfrferreiradasilva,

We inform you that we are fully aware of your situation regarding the submission of the requested documents and, therefore, provide an alternative solution.

Please check your mailbox for an e-mail from the KYC department with further instructions. To proceed, we kindly ask you to provide alternative documents. Until the verification process is completed, your account will remain closed.

Best regards,

iwildcasino representative.

This is the most recent email sent by IWildCasino.

"We inform you that in order to withdraw your funds quickly and efficiently, we ask you to send us the following documents and information about your Credit / Debit Card:

- Confirmation of the deposit that was made to your gaming account on 2025-01-24 07:36, in the amount of 40 EUR.

* This can be a screenshot from the application or a pdf statement.

We assure you that your personal information and any payment information are governed by our reliable data protection system."

I will be sending the same documents i have sent, to GuruCasino and IWildCasino to see if there will be a different analysis of my situation.

Again, this all seems like i am speaking to a brick wall! @Michal, its the same type of answers. I have explained this over and over, i cannot take anything from the app, and what i can, i have sent. You say GuruCasino is speaking with IWildCasino, but i get the same type of requests, disregarding all i have reported!? What is going on?

Are we going to drag this until they close my account!? If the documents i have sent are not enough, they should just say it. There is nothing more to send. THE APP DOES NOT ALLOW IT!!!

I will be sending my last email to IWildCasino. The contents of that email will be in this comment, with what they request, with the "2025-01-24 07:36, in the amount of 40 EUR." and the full info of the card created in the APP.

The amount of 40 euros left my debit card account at 24 jan.2025 07:37:48

I have little more to add to this.

Also, the funds were only removed from my debit card account on the 27-01-2025.

As seen the in the screenshot in my last coment. This is the pdf statement, refering to the amount of 40 being removed from my debit card account, from the one purchase only card. To the same reference in the screenshot and on the same day.

This is more then proof.

Dear jfrferreiradasilva,

I understand your frustration with the whole situation. I was thinking it might be helpful if you took pictures (with a different phone or camera) from the app where the card 4061 ******5666 is shown and where it shows that this app account is yours (showing your name) where this temporary card was generated. This should adequately address any concerns the casino team may have regarding the legitimacy of the deposit made from that card by you. Please send it to the casino team and include my email michal.k@casino.guru in the "Cc". The proof that the actual transaction on 2025-01-24 07:36, in the amount of 40 EUR, was done has been, I believe, sufficiently proven by you already.

Hello Michal

I am glad to inform that apparently the KYC process has been finished and my documents verified.

I even made a new withdrawal request of the funds.

Again, i do not believe this case is closed. I am most certain there will be another situation with the withdrawal proccess, as many other players have complained about.

Would really appreciate if we remained in contact and this thread open, until the funds were available in my account.

Thank again for your help so far

GuruCasino and Michal

Kind regards

João Ferreira da Silva

And the money has indeed reached my account.

I would like to thank Casino Guru for this tremendous help, otherwise, most certainly i would still be in limbo, talking to automatic emails.

After almost two months this situation has been solved. I do not think due to the IWildCasino player/customer support system, but because i tried through various channels to pressure for a solution.

In any case, they came through, that's all i can say.

Worst experience i ever had with a casino. Wouldn't recommend at all!!!

Thank you again @Michal and CasinoGuru

Hope this thread really helps other players.

Best regards

João Ferreira da Silva

Dear jfrferreiradasilva,

Thank you for the confirmation. While I fully understand your far from ideal user experience with this situation, I'm glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru