iWild Casino - Тегленето на играча се забавя поради KYC (познай своя клиент).

I;m impressed how I've made second complaint to my ex favourite casino so far.

So I was using the casino for 3 years ( KYC done etc correct ) . They change layout at 6-7 of August. Played and support made me sure I don't need any KYC for withdraw. I won an ammount of 575.91 USDT. Asked for 25$ USDT . Got them at my crypto wallet without a problem. Then asked for the rest 550.91USDT . Website went down for 5-6 days for maintance . Spoke with them at email they made me sure I'll get the balance when it get back on. When the website get back on. My withdraw got cancel and I'm asked for KYC . It was funny because I was VVIP member with personal person to solve my problems and give me some private bonuses.So I was asked for a document as Driving license or ID etc. Sent them some copy of the photos that I'm using at every casino I use for long time. (Driving license ) and a selfie of me in front of their website. Sent without a problem. So the documents have been sent at 15 of August . Got repply at 25 of August . Sent them all the documents that have been asked but they ask for more. Sent the more they ask and still no answer to my emails or the situation. I'm here to start the complain to casino in public as the chat support team can't help me and solve my requests.

Dear player,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Since you last submitted the additional documents around August 25th, has the casino requested any further documents or information from you?

Could you please specify the bonus you used?

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,

Dominika

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I agree with KYC policy . But there is serious delay without reason. When I was already verified for more than 3 years without any problem at my withdraws and deposits at all. It just happens now after the maintenance. So the documents I’ve provide it’s a driving license that I’ve asked for double sided , selfie of me with the document in front of their website . At 25 of August I’ve been asked for statement that shows my name address etc and if I can provide them the hash number of crypto wallet and transaction with them as I’ve successfully provide them after 3 minutes .

Here is the screenshots of emails and responses.

About the bonus it was like "cashback" from my bets .

Dear player, have you received any updates regarding the verification?

Have there been any additional requests regarding the verification from the casino?

Have you been able to request a withdrawal?

hello , yesterday after many support chats / emails I’ve been asked for additional ( for no reason ) utility bill . I response that I don’t own apartment or renting so there is no utility bill on my name that’s why I’m sending 2 different bank statements from 2 different banks. And now waiting for response maybe again 1-2 weeks for response . This is silly.

Dear player, have you received any updates regarding your verification since sending the bank statements? Has the casino responded or requested anything else? Let us know if there’s any progress or if you’re still waiting.

Still waiting there is no response even in support chat . They don’t ask for more information or any response

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear panosmpouz,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite iWild Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and perhaps let the payer know if the documents he has provided are sufficient enough?

Thank you in advance for providing the information.

Hello , I’ve got update to case . So the kyc be done yesterday . I asked for the withdraw . And again got cancel . As I see the reason now is ( photo ) I asked them on live chat what and why . The answer was there is no timeline just reviewing . Again delay for no reason as from 575 winnings I’ve got the 25$ without reason but now I’m on bet checking? After 2 months ?

Dear iWild Casino,

can you please help us understand the situation?

Thank you very much in advance

Dear panosmpouz and Casino Guru,

Thank you for bringing player's concern to our attention. The player is currently undergoing a provider check, in accordance to our KYC Policy. This is done to ensure fairness of gameplay for all players. We would like to reiterate that it is in no way an accusation towards the player, but a routine check performed regularly. For further clarity, an estimated timeline is also noted in our policy:

2.2.3. The duration of the verification process during the "Provider's Check" stage depends on the individual circumstances of the User's request and may take at least 7 days. 

We apologize for any inconvenience.

Best regards,

iWild Casino Representative.

Thank you so much, iWild Casino, for taking the time to explain! May I kindly ask if it’s possible to expedite the process and let us know once it’s completed? I’d greatly appreciate your help.

Any update ? I’ve got 0 response on emails that’s send and still no active on my account

Dear panosmpouz and Casino Guru,

At the moment, provider's anti-fraud team is yet to conclude their review of the player's bets. To provide a bit more clarity, our usual estimated average of this process based on previous experiences is about 14 working days. We will update the player as soon as it is completed.

Best regards,

iWild Casino Representative.

Dear panosmpouz and Casino Guru,

The provider's anti-fraud team has completed their review of the player's bets. They are fully satisfied with player's history and have concluded the check successfully. We thank the player for their patience.

Best regards,

iWild Casino Representative.

That’s true . The balance is able to withdraw once again ! As it was before the "check" . I’ve requested already 2 days for withdraw ( exactly after I got the balance free again) and waiting to be done . I’ll let you know when and if I get it to my wallet.

Dear panosmpouz and Casino Guru,

The financial department would like to inform the player that their withdrawal request was processed successfully earlier today. At the moment, no other pending requests remain. We thank the player for their patience!

Best regards,

iWild Casino Representative.

The withdraw made successfully ! I’ve made the withdraw. The case is solved . Thank you casino guru and Iwild for the solve of the situation. Appreciate it .

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear panosmpouz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina