iWild Casino - El jugador sufre retrasos en los retiros debido a problemas con el proceso KYC (Conozca a su cliente).

I have been going back and forth with the KYC department for nearly two weeks. First my selfie wasn't good enough so I fixed that. Then they came with we need verification thst you are the owner of the interac account you used to make a deposit and I didn't even know what that meant and God forbid you ask their department for clarification because you will not get it. Cut and paste responses to the approximately 20 emails I sent and most of the time they went ignored.

So finally it seemed like we were getting somewhere after I sent a void check to verify I am the owner of the account when they come at me today saying they need a screenshot of my interac profile which confirms I am the owner of the account. What does that even mean???

I'm at my wits end as I do not know what it is they are looking for and they won't respond with anything other than the initial text which is a script or cut and pasted.

I am a single mother who jumped for joy when she won the winnings. I need that money for bills that have been overdue and food. It was a blessing that I won and I can't seem to do enough to prove my identity. Please help me sort this out

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.

Dear Lannielou_78,

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

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 can 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.

• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent each one?
• Please post a screenshot of your casino account verification page so we can see which ones are successful and which ones are pending.

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,

Jean

Hi Jean

Thank you very much for taking on my case. This little bit of money can get me and my family out of debt. Its actually down to 1600-1700 as I gambled away not thinking i was going to ever see it. I have hope now.

I made two separate deposits. Please see the screenshots from the casino verifying the information. 

As indicated on the screenshots I have provided, there were two deposits made with bonuses attached to each deposit.

I sent three sets of photos -- 2 sets on May 22. another on May 26 (this was how long it took them to tell me the picture was unacceptable) and they finally accepted the one I sent on May 26th.

On May 28th they start in on having me verify that I am the owner of the interac account used to make payment to their casino. I responded with my bank statement and a screenshot of the withdrawal from my account. Surely I thought they could cross reference the time I sent it and the time they received it. I received four emails stating the exact same thing -- "so we can proceed with the verification of your account, you need to provide confirmation that you are the owner of the INTERAC account you made a deposit to our platform". I pleaded with them to tell me exactly what that meant to stop copying and pasting and as a human being tell me what it is they need. Same scripted response back. I honestly didn’t have a clue until I googled it. A void cheque should suffice, so I send the void check and have provided bank statements on June 2nd. They reply with "Your documents have been successfully received and sent for review. We appreciate your patience and understanding while we process your verification. You will be immediately informed via email as soon as there are any updates". I sighed with relief. It was now just a matter or a day or two and my winnings would be on the way. Not so.

I received another email this morning asking for the same information which I do not know what it is really (asking for a screenshot of me with this interac confirmation thing).Absolutely infuriating. I asked support if there was a telephone number i could call and they said no. i tried to initiate a complaints procedure no luck with that either. just ignored me while asking me for information that i don't even know anything about. If it’s the interac symbol on one of my cards or bank statements it wont be there as there are only a few banks in Canada that verify by interac. My banks do not subscribe.

I hope I’ve answered your questions. This has been nerve wracking for me. I do not gamble and for me to win was wonderful especially as a single mom and groceries being so costly as of late. I have plans for that money if I ever get it.

Also when and if the time comes for me to get my winnings I am hoping crypto is a withdrawal option for me as my two banks are awfully picky about who is putting what in my bank account. They have declined payments in the past.

Thank you kindly for your help with this matter. If you need anything else please let me know.

Dear Lannielou_78 and Casino Guru,

Upon an additional inquiry, the player was indeed undergoing a KYC verification procedure. As a part of it, a screenshot of player's Interac account was requested, including certain details that would confirm account ownership. Unfortunately, an initial submission was rejected as not all requirements were met.

However, after re-submission of the documentation, the KYC team was able to accept them and conclude the review successfully. As such, the player has been successfully verified earlier today and account restrictions have been lifted. We wish to thank the player for their cooperation in this matter!

Respectfully,

iWild Casino Representative.

Dear Lannielou_78 and Casino Guru,

We are happy to update that the player has successfully withdrawn the funds from their account. At the moment, no pending withdrawals remain and the account balance is empty. We wish to thank the player for their patience during this process.

Respectfully,

iWild Casino Representative.

Dear iWild Casino,

Thank you for the update.

To ensure transparency, we kindly ask the player to confirm whether the withdrawals have been successfully processed.

Dear Lannielou_78,

I understand you have been waiting for this issue to be resolved, and I truly appreciate your patience throughout the process.

Could you please check your account and confirm that you have received your withdrawals?

Your confirmation will allow us to move forward and close the case properly.

Dear Lannielou_78,

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,
Jean
Casino.Guru