iWild Casino DE - El retiro del jugador se retrasa debido al proceso KYC.

I've been waiting for well over a month now. After the casino got a new website, I had to re-enter KYC. All documents have been submitted again for three weeks now, and nothing's happening.

Mittlerweile weit über 1 Monat am warten. Nachdem Casino eine neue Seite bekam musste ich kyc erneut ausführen, mittlerweile sind alle Unterlagen seit 3 Wochen wieder eingereicht und es tut sich einfach nichts

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have your documents been approved? What is the verification status of your account?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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.

1. no, I haven't received a payout from the casino yet
2. All documents have been submitted since August 8, but KYC is still pending (see screenshot)
3. Winnings are real money, won without a bonus, the bonus was canceled by me because the real money is used for playing first.
4. See email. On August 8th, it was confirmed that all documents had been received. Since then, nothing has happened. The first withdrawals were requested before July 29th, when the KYC on the old website was also completed. However, due to the switch to the new website, the withdrawals were canceled on July 29th! So, I've been messing around for over a month now. A deposit was made on July 17th, and shortly after that, I requested the withdrawals!

1. nein noch keine Auszahlung bekommen von dem Casino
2. Alle Dokumente sind seit 8. August eingereicht, kyc ist aber immernoch ausstehend (siehe Screenshot)
3. Gewinne sind Echtgeld, es wurde ohne Bonus gewonnen, der Bonus wurde von mir storniert da ja erst das echtgeld zum Spielen benutzt wird .
4. siehe email, 8. August wurde bestätigt das alle Dokumente eingegangen sind, seitdem tut sich wieder nichts mehr, die ersten Auszahlungen waren vor dem 29. Juli beantragt, da war das kyc auf der alten Webseite auch abgeschlossen, aber durch Umstellung auf die neue Website wurden die Auszahlungen am 29. Juli !! Storniert. Also mittlerweile seit über 1 monat mache ich jetzt rum . Am 17. Juli wurde eingezahlt, kurz danach habe ich schon die Auszahlungen beantragt !

So, the harassment continues, KYC is finally completed, now when I withdraw it says that I still have to wager 2 euros, no matter which game I play, I don't get the turnover credited.

So, Schikane geht weiter, kyc ist nun endlich abgeschlossen, nun steht bei Auszahlung das ich noch 2 Euro umsetzen muss, egal welches Spiel ich spiele, ich bekomme den Umsatz nicht angerechnet.

Now I was able to request the payout, I'm curious if it works, I'll keep you updated

Jetzt konnte ich die Auszahlung beantragen, bin gespannt ob es funktioniert, ich halte euch auf dem laufenden

Thanks for the information provided and for the updates.

If at least one of your payouts isn't processed shortly, we'll intervene and ask the casino for assistance. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

So, the casino is a complete joke; my withdrawals were canceled. They've come up with a new tactic.

I'm sure they'll find something during this review to prevent me from paying out or deleting my balance. A disaster! Please lower the rating for this casino to at least make other players cautious. The rating doesn't match the one stated here.

So das Casino ist der größte Witz, meine Auszahlungen wurden abgebrochen . Eine neue Taktik haben sie sich einfallen lassen.

ich bin mir sicher das sie jetzt bei dieser Überprüfung irgendetwas finden werden/einfallen lassen um mein Guthaben nicht auszuzahlen /löschen. Eine Katastrophe, bitte setzt die Beurteilung für dieses Casino herunter um andere Spieler zumindest vorsichtig zu machen, der Index entspricht nicht dem hier angegebenen

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), 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 Sukram1978,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a iWild Casino DE representative to join this conversation and participate in resolving this complaint.

Dear iWild Casino DE,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Sukram1978 and Casino Guru,

We can confirm that the recent withdrawal request has been selected for provider check by our automation, in full accordance with our Terms.

Any withdrawal request may be subject to an automated session check, which has currently been completed. As a result of the automated check, the player is currently undergoing a provider check. This is a manual security process, aimed to check the automated results and eliminate false positives to ensure fair gameplay for both parties involved.

We would like to note that simple initiation of the check is not in any way an accusation towards the player's behavior or betting pattern, since quick initial session check may contain known false positives, which are eliminated during the manual check.

In accordance with our Terms, the check may take at least 7 days. For clarity purposes, average estimated check time is around 14 working days, however, due to circumstances, we will do our best to complete it quicker, if possible.

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. 

Thank you for your cooperation and understanding.

Respectfully,

iWild Casino Representative

It's been exactly 14 days since the new review was initiated. I hope it will be resolved promptly so I can finally request my payout, which has been dragging on since the end of July. Thank you.

Es sind nun genau 14 Tage wieder rum seit die neue Prüfung eingeleitet wurde, ich hoffe auf ein zeitnahes erledigen, damit ich endlich meine Auszahlung die sich seit Ende Juli Jogin zieht, beantragen kann. Danke

Dear Sukram1978 and Casino Guru,

We would like to provide an update on the player's concern and we are glad to inform that the provider's anti-fraud team has concluded their review successfully and did not find any causes for concern.

Respectfully,

iWild Casino Representative

Dear iWild Casino DE,

Thank you for your response and cooperation.

Dear Sukram1978,

Could you please request a withdrawal and let me know once you have done so?

I'll be awaiting your reply.

Dear iWild Casino DE,

Could you please inform us when the player's withdrawals will be processed?

I'll be awaiting your reply.

Dear Sukram1978 and Casino Guru,

One of the withdrawal requests was processed by the team successfully earlier today. At the moment, the team is working on the remaining requests, within limits and payment processing throughput constraints.

Respectfully,

iWild Casino Representative

Dear Sukram1978,

I hope this message finds you well.

Could you kindly confirm whether you have received the funds from the casino? Additionally, please let me know if there is any remaining balance in your casino account that is still available for withdrawal.

Your confirmation will help us ensure that the matter has been partially resolved on your end. If you encounter any issues or have any concerns regarding the payment, please do not hesitate to reach out.

I will be awaiting your response.

Dear Sukram1978,

I hope this message finds you well.

I would like to kindly ask whether you consider your complaint resolved and if we may proceed with formally closing the case. Based on the information provided, it appears that the casino is processing your payments in accordance with its terms and conditions.

Please rest assured that, should any issues arise regarding the receipt of your funds, you will have the opportunity to request the reopening of the complaint at any time. We are always here to support you in case further assistance is needed.

Thank you for your cooperation throughout the process. I look forward to your response and confirmation.

Hello, OK, I would have liked to wait until all payouts were completed. These should actually be made promptly since they were requested only one day later.

Hallo, ok ich hätte gerne gewartet bis alle Auszahlungen abgeschlossen sind , diese müssten ja eigentlich zeitnah erfolgen da sie jeweils nur 1 Tag später beantragt wurden.

Dear iWild Casino DE,

I hope this message finds you well.

I am writing to kindly request an update regarding the status of the pending withdrawal requests. Could you please inform us when the next round of withdrawals is expected to be processed and approved?

Your assistance and timely response would be greatly appreciated.

Thank you in advance for your attention to this matter.

Dear Sukram1978 and Casino Guru,

The team is currently working on the player's withdrawal requests, with two processed last week, including the latest on September 26th. At the moment, two withdrawal requests are remaining.

Respectfully,

iWild Casino Representative

Dear Sukram1978,

Could you kindly inform us once you receive the next set of withdrawals?

I look forward to your response.

Unfortunately, the last two payments are still pending

Leider stehen die letzten beiden Auszahlungen immer noch aus

Dear iWild Casino DE Team,

Could you please inform us when the withdrawals are expected to be processed?

I look forward to your response.

Dear Sukram1978 and Casino Guru,

The financial department has processed another withdrawal earlier today. At the moment, one withdrawal request remains, which we aim to complete as soon as possible!

Respectfully,

iWild Casino Representative

Dear iWild Casino DE Team,

Thank you for your response.

Kindly inform us once the final payment has been processed.

I look forward to your confirmation.

Dear Sukram1978 and Casino Guru,

We are glad to update the player that the final withdrawal has been processed successfully by the team. At the moment, no pending withdrawals remain and the game balance is empty. We thank the player for their patience and cooperation during this time!

Respectfully,

iWild Casino Representative

Dear Sukram1978,

I hope this message finds you well. Could you please confirm whether you have received the most recent payment from the casino?

I appreciate your attention to this matter and look forward to your confirmation.

Hello, yes, the money was paid out, thank you Casino Guru. Apparently, iwild Casino deleted my account, and I can no longer log in, but I can live with that.

Thanks again for your help

Hallo, ja Geld wurde ausgezahlt, vielen Dank Casino Guru. Anscheinend hat iwild Casino meinen Account gelöscht, ich kann mich nicht mehr einloggen, aber damit kann ich leben.

Danke nochmal für eure Hilfe

Dear Sukram1978,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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 https://www.trustpilot.com/evaluate/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,

Stefan M

Casino.Guru