The player from Germany is dissatisfied with the verification process. He provided all the required documents 2 weeks ago, but his account still hasn’t been verified. The player managed to pass the verification and later confirmed he received his winnings. Therefore we marked this complaint as resolved.
iWild Casino - Player is struggling to pass the KYC.
Amount: €800
iWild Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello Casino Guru team. I requested a payout from said iwildcasino about 2 weeks ago. Value 800 euros. they only wrote to me about indent when I asked in the live chat. then I sent the requested papers for the first time, these are not sufficient. so I sent the requested selfies and documents again. after that it was radio silence. Today I asked again in the live chat, whereupon I got the answer that there is a lot of work in the finance department and I should be patient. it's been 2 weeks. I just fill myself up here, and it just looks like you're waiting for your win to be gambled away again, because the player gets the feeling that nothing's going to happen anyway.
Automatic translation:
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2 years ago
Dear Eric,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Unfortunately, it usually takes a few days to collect and fully review all documents and mark the player's account as verified.
Do I understand correctly that you submitted your documents 2 weeks ago? Could you please confirm that you provided the second batch of documents of sufficient quality?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
yes send an e-mail with all received and sent files and conversations
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2 years ago
Dear Eric,
We request absolutely standard documents for the KUC procedure, this is done under the requirement of our license in order to avoid money laundering and fraud.
You submitted your first cashout request on March 30th that was a week ago, not two weeks ago.
Let's solve your problem :)
1. Check all your mail, including your spam folder, for emails from us.
2. Submit the required documents as requested.
3. Document processing time - up to 3 working days.
4. You need to send your documents without delay, this is to ensure that your request is processed faster.
I hope I was able to clarify this problem and you will receive your withdrawal as soon as possible. Looking forward to your response.
With best regards,
Lena
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2 years ago
Hello everyone,
Thank you very much Lena and iWildcasino Team for taking your time to help us with this complaint.
Dear Eric,
I would recommend that you follow the casino's instructions and hopefully, this complaint will be resolved soon. Please, keep us updated.
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2 years ago
Translation
So I sent the requested documents again. but a selfie with ID in front of the website of iwildcasino.com, which suddenly announces a change to the terms and conditions on April 5th, 2022, which came into force on April 4th, 2022, is not exactly very trustworthy.
Automatic translation:
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2 years ago
Dear Eric,
These changes are temporary and do not affect the current players of our casino in any way.
These changes are for new players only, don't worry.
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2 years ago
Thank you very much iWildcasino Team for the clarification. Has there been any news regarding the issue with verification, please? Did you receive the documents from Eric?
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2 years ago
Dear Kristina,
Eric has already passed verification and the first part of the amount was paid yesterday, the second part will be paid today.
With best regards,
Lena
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2 years ago
Translation
yes hello to all. got the first payment of the full amount today. if tomorrow the rest should also be there, this case has ended positively, I would say.
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2 years ago
Great, thank you both for your replies and cooperation.
Eric, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment. Thank you in advance.
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