iWild Casino - Процесът на теглене на играча се забавя поради проблеми с проверката.

I would like to file a complaint regarding the way iWild Casino is handling my verification.

The casino requested screenshots from my Trust Wallet to verify my cryptocurrency deposit. They specifically asked for three pieces of information:

the transaction hash (TXID);

my LTC wallet address;

the casino’s receiving wallet address.

The problem is that Trust Wallet simply does not display all of this information in the way they demand.

The transaction hash is not shown directly in Trust Wallet. Instead, Trust Wallet provides a link that opens the transaction on the blockchain explorer, where the TXID can be viewed.

The casino’s receiving wallet address is only displayed in a shortened (cropped/truncated) form inside Trust Wallet. The application does not reveal the complete destination address after the transaction has been completed.

My own LTC wallet address is visible, and I have already provided everything that Trust Wallet actually makes available.

I have repeatedly explained these technical limitations to the casino. These are not documents that I am refusing to provide—they simply do not exist in Trust Wallet in the format the casino is demanding.

Despite this explanation, the casino continues insisting that I provide information which the wallet application itself does not display. This creates an impossible situation where I am being asked to produce evidence that I have no technical ability to obtain from Trust Wallet.

I believe this is an unreasonable verification requirement. A fair verification process should take into account how widely used cryptocurrency wallets actually function, rather than demanding information that is unavailable to users.

I respectfully ask Casino Guru to review this case and determine whether iWild Casino’s requests are reasonable, considering the technical limitations of Trust Wallet and the evidence I have already provided.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the casino suggested any steps you can take to verify your Trust Wallet deposit?
• Would it be possible for you to send the casino a video recording from your cryptocurrency wallet as proof of the deposit for verification?
• Have you contacted customer support via email to ask how you can verify your deposit? If so, please forward me all communication regarding this issue at [email protected].
• Have all your other identity documents been reviewed and approved as part of the KYC process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Zingazun23 and Casino Guru,

We can confirm that the player is currently undergoing KYC verification where a financial documentation has been requested, in accordance with iWild's standard KYC procedure. While we are aware that by default Trust Wallet does show an abridged version of the address only, it is possible to show the full version normally. When the user taps on the abridged address, it is copied to the buffer and on all devices can be shown in a floating window. As such, it can be captured on a screenshot, with an in-wallet notification of a copy can be seen as well, verifying its authenticity. Such a screenshot can be accepted by the KYC department.

Unfortunately, we are not able to accept any screenshots from explorer websites due to their public nature, which means any transaction can be accessible by any person, regardless of who made the transaction, making the exact verification impossible.

Respectfully,

iWild Casino Representative.

1. No, at a certain point the casino just stopped communicating with me which is why I decided to complain at your website.
2. yes, no problem
3. I will send you all the emails from the casino now
4. yes, I have verified my identity in full already

Hello. The floating window you referred to still does not display a full address. See it on the attached screenshot. Also, please advise, where can I see the Hash number inside the Trust wallet. I definitely cannot find it there.

Dear Zingazun23 and Casino Guru,

We attach an example of a floating window, configured on an Android device, showing the copied text as soon as it is copied, showing the address in full. We kindly ask the player to set it up and provide it in the same way, along with a recorded video, in order to show continuity between the in-app screenshot and explorer with full details, in case it would be needed additionally.

Respectfully,

iWild Casino Representative.

You blurred screenshot definitely does NOT show the full address (it is supposed to be much longer in the full version). I therefore do not understand why you claim that it does.

Hello Zingazun23,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Zingazun23

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Zingazun23,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from iWild Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear iWild Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello.

The casino representative insisted that the full recipient address can be displayed in the Trust app. I showed him that only a cropped version of the address is available there and provided a screenshot as proof.

In response, the casino representative provided his own screenshot, where he blurred the address, and claimed that the full address was visible. However, it is clearly apparent that the address is still cropped.

Dear Zingazun23 and Casino Guru,

As described previously, we are awaiting additional financial documentation from the player. So far, the submissions have lacked the required details and in this thread we have explained what would be acceptable. Unfortunately, the player has dismissed the suggestion made on July 27th and 29th, not providing any new screenshots to the KYC department. The player's assessment that we have faked the screenshot is also incorrect. As this screenshot contains personal information, it may not be shared publicly, but if required, we may share it with Casino Guru team in private without censoring. As such, we are still awaiting submission of the documentation from the player to complete the procedure. We wish to note that the required screenshot is standard and is produced by all players completing the KYC verification with cryptocurrency deposits at iWild. As such, this requirement is not unusual or impossible.

Respectfully,

iWild Casino Representative.

Dear iWild Representative,

I did not claim that you faked the screenshot. My point is that the screenshot did not contain the information you claimed it did.

I am therefore unable to provide you with a screenshot from Trust Wallet showing the full recipient address, because Trust Wallet’s interface does not provide such an option in the relevant transaction view. Likewise, there is no option within Trust Wallet to provide the transaction hash in the manner you are requesting, as this information is not displayed there.

You cannot reasonably ask me to provide screenshots or information that simply do not exist within the wallet’s interface.

I have provided the information that is actually available to me, and I would appreciate it if you could take this technical limitation into account and advise me on an alternative way to verify the transaction.

Kind regards

Hello everyone,

thank you both for the clarification.

Dear Zingazun23,

please proceed according to the instructions previously provided by iWild Casino in July regarding the floating window and the recording showing the continuity between the Trust Wallet transaction and the blockchain explorer.

As the casino has explained, this is part of their standard verification procedure for cryptocurrency deposits, so I would ask you to follow the provided instructions and submit the requested materials to the casino's KYC department. This should allow them to complete their verification of the transaction.

Dear iWild Casino,

in your latest message, you mentioned that you can provide the screenshot to Casino Guru privately and without censoring. Please send me the mentioned screenshot via email at [email protected] so I can review it.

Thank you both for your cooperation.

Dear Samuel,

Required screenshot with additional information has been provided to the noted email address.

Respectfully,

iWild Casino Representative.

Hello Samuel

I am ready to provide any document the casino requests, provided that such a document actually exists. The screenshots that the casino representative is asking me to provide do not exist within the Trust Wallet interface.

Specifically, they are asking for the recipient address in full, which only exists in a truncated version within the Trust Wallet interface (as shown in my screenshot below), and for the hash number, which does not exist anywhere within Trust Wallet at all—it is only available on blockchain explorer website.

Hello, Samuel

I have just sent you the video from my Trust wallet.

Hello everyone,

thank you both for the updates and for the emails you have sent me. I have reviewed both of them.

Dear iWild Casino,

I would like to ask you to clarify the procedure specifically for a player using an iPhone, as the instructions previously provided appear to rely on an Android device and the clipboard/floating-window functionality.

The player has now provided me with a video showing the relevant transaction in Trust Wallet. I have also been looking into whether it would be possible to produce a single screenshot containing all the information you require, but based on the iPhone interface, this may not be possible in the same way as on Android.

Would it therefore be sufficient for the player to provide:

• a video recording of the relevant transaction in Trust Wallet;
• the transaction ID/hash copied from the relevant transaction and provided as text;
• and, if necessary, a separate screenshot from the blockchain explorer showing the full transaction details and recipient address?

This would still allow you to verify the continuity between the Trust Wallet transaction and the corresponding blockchain transaction, while avoiding a requirement for a screenshot that may not technically be possible to create on an iPhone.

Please let me know whether this alternative would be acceptable, or provide the exact procedure you would recommend for an iPhone user.

Dear Zingazun23,

thank you for sending me the video. I have received it and will take it into account when reviewing the case.

For now, please wait for the casino's clarification regarding the iPhone procedure before taking any further steps.

Thank you both for your cooperation.

Dear Zingazun23 and Casino Guru,

As per our previous communication, we welcome the player to provide a full video recording as supplementary documentation in order to show continuity between the in-app screenshot and explorer with full details.

Respectfully,

iWild Casino Representative.

I have made a video requested. One copy sent to Samuel, another to Iwild casino support.

Dear Zingazun23 and Casino Guru,

Upon provision of the requested documentation in the correct format, we are glad to confirm that player's verification has been completed successfully. As such, account restrictions have been lifted. We thank the player for their cooperation in this matter!

Respectfully,

iWild Casino Representative.

Hello everyone,

thank you both for the updates.

Dear iWild Casino,

thank you for your cooperation, understanding, and for working with the player to find a practical solution in this case. I also appreciate you accepting the video verification and confirming that the player's verification has now been successfully completed and the account restrictions have been lifted.

Dear Zingazun23,

thank you as well for providing the requested video and for your cooperation throughout the verification process. Please let me know whether everything is now resolved from your side and whether I can proceed with closing the complaint.

Thank you both again for your cooperation.

Dear Zingazun23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru