iWild Casino DE - La verificación KYC del jugador se retrasa.

Hello,

I wanted to complete KYC after winning, but unfortunately it was rejected because the documents had supposedly already been uploaded elsewhere. But I don't have another account.

I had a partner who had an account here and lived with me, but they can't refuse my payout because of that, can they?

Anyway, on Friday I asked what the situation was. So far, I haven't received a response from the KYC department.

I hope you can help me with this.

Thank you.

Best regards

Bozica R***

Hallo,

Ich wollte nach einem Gewinn die KYC machen, leider wird die abgelehnt, weil angeblich diese Dokumente woanders schon mal hochgeladen wurden. Ich habe aber keinen anderen Account.

Ich hatte einen Partner, der hier ein Account hat und hier bei mir gewohnt hat, aber sie können doch wohl deswegen meine Auszahlung nicht ablehnen, oder?

Jedenfalls habe ich mich am Freitag gefragt, wie es jetzt aussieht. Bisher habe ich noch keine Antwort erhalten von der KYC Abteilung.

Ich hoffe, sie können mir hierbei weiterhelfen.

Vielen Dank.

Mit freundlichen Grüßen

Bozica R***

Dear Bozica97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the KYC process and payout issues.

To better understand the situation and assist you effectively, could you please provide us with the following details:

• What specific documents did you submit for the KYC verification?
• When exactly did you submit these documents?
• Could you confirm you only created one account at this casino?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Kristina

I received documents such as a driver's license, a selfie with the driver's license, and proof of address. Then I received this message (see attached image).

I had an account there years ago, but it was closed. At the time I was playing, no other account of mine existed.

Ich habe Dokumente wie Führerschein, selfie mit Führerschein und adressnachweis erhalten. Dann habe ich diese Meldung bekommen (siehe beigefügtes Bild)

Ich hatte vor Jahren da einen Account, aber dieser wurde geschlossen. Zum Zeitpunkt, in dem ich gespielt habe, existierte kein anderer account von mir.

So I just received this email.

Let’s wait and see if the payout goes through in the next few days.

I will notify you in any case.

Thank you in advance for your support.

So ich habe jetzt diese Email bekommen.

Warten wir jetzt mal ab, ob in den nächsten Tagen die Auszahlung durch geht.

Ich werde sie in jedem Fall benachrichtigen.

Im Voraus schon mal vielen Dank für Ihre Unterstützung.

Thank you for your reply, Bozica97. I am happy to hear that there has been some progress. Please keep me informed about any further developments.

Hello,

I wanted to let you know that the payout finally worked.

So you can close the case.

Hallo,

Ich wollte Ihnen mitteilen, dass die Auszahlung doch jetzt am Ende geklappt hat.

Sie können den Fall also schließen.

Dear Bozica97,

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,

Kristina

Casino.Guru