iWild Casino - La cuenta del jugador se ha cerrado inesperadamente.

Dear Casino Guru Team,

I would like to update my complaint regarding iWild Casino.

After a very long and extremely difficult verification process, in which I submitted all the required documents multiple times (ID card, selfie with ID card and website in the background, as well as proof of payment), my account was suddenly closed by the casino.

I've been a customer of this casino for over 10 years and have never had any problems. My account has always been verified and withdrawals have always been processed smoothly.

Only after I requested a larger withdrawal did the casino start demanding more and more documents – including requirements that are not clearly stated in the terms and conditions (e.g., a selfie with ID and a website visible in the background).

I have fully met all requirements, including providing proof of my deposit via MiFinity, which clearly shows a transaction to Goodwin NV (the operator of the casino).

Despite this, my submitted documents were repeatedly questioned or processed with delays. Now my account has been closed without any comprehensible explanation.

It is obvious to me that the casino is trying to avoid paying out my fairly earned winnings.

I therefore urge you to investigate this case and help me to obtain my legally earned winnings.

I can provide all necessary documentation and all communication at any time.

Thank you for your support.

Best regards

[Redacted]

Sehr geehrtes Casino Guru Team,

ich möchte meine Beschwerde bezüglich iWild Casino aktualisieren.

Nach einem sehr langen und äußerst schwierigen Verifizierungsprozess, bei dem ich alle geforderten Dokumente mehrfach eingereicht habe (Ausweis, Selfie mit Ausweis und Webseite im Hintergrund sowie Zahlungsnachweise), wurde mein Konto nun plötzlich vom Casino geschlossen.

Ich bin seit über 10 Jahren Kunde bei diesem Casino und hatte in all den Jahren nie Probleme. Mein Konto war stets verifiziert und Auszahlungen wurden immer problemlos durchgeführt.

Erst nachdem ich eine größere Auszahlung beantragt habe, begann das Casino, immer neue Dokumente zu verlangen – darunter auch Anforderungen, die so nicht eindeutig in den AGB aufgeführt sind (z. B. ein Selfie mit Ausweis und gleichzeitig sichtbarer Webseite im Hintergrund).

Ich habe sämtliche Anforderungen vollständig erfüllt, einschließlich eines Nachweises meiner Einzahlung über MiFinity, bei dem eindeutig eine Transaktion an Goodwin N.V. (den Betreiber des Casinos) ersichtlich ist.

Trotzdem wurden meine eingereichten Dokumente immer wieder angezweifelt oder verzögert bearbeitet. Nun wurde mein Konto ohne nachvollziehbare Begründung geschlossen.

Für mich ist es offensichtlich, dass das Casino versucht, die Auszahlung meines fair erspielten Gewinns zu umgehen.

Ich bitte Sie daher dringend, diesen Fall zu prüfen und mir dabei zu helfen, mein rechtmäßig erspieltes Guthaben zu erhalten.

Alle erforderlichen Nachweise und die gesamte Kommunikation kann ich jederzeit zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

[Redacted]

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 your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

1. Has the casino indicated that there might be a problem with approving specific documents?
2. Have you provided all of the documents requested by the casino?
3. Have you previously submitted a complaint regarding this issue?

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,

Attila

Dear Lindelotte1991 and Casino Guru,

The player in question was required to undergo a KYC verification, which is normally a routine procedure. Unfortunately, the player has provided evidently fake documentation on multiple occasions, which has resulted in a closure of the account for fraudulent behavior and failure to pass the KYC procedure.

12.1. The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions, including but not limited to: participating in collusion with other Players, engaging in fraudulent activities against other online casinos, denying payments, creating multiple accounts, cheating, or filing for bankruptcy in their country of residence, the Company reserves the right to terminate the Player's account and suspend all payouts.

1.8. If the User fails to pass a KYC check successfully, then he cannot make additional deposits or withdrawals of any amount.

Unfortunately, despite providing several attempts to re-do the verification request, the player remained uncooperative. Additional details have been provided to Casino Guru via email.

Respectfully,

iWild Casino Representative.

Hello Attila,

Thank you for your feedback.

I want to make it clear that the casino's statements are not true.

I have submitted all the documents requested by the casino in full, including:

Selfie with ID and casino website in the background

Proof of identity (ID card)

Proof of residence

Bank statement / Transactions

I categorically reject the claim that I submitted "forged documents".

All documents I have submitted are genuine and unaltered.

Throughout the entire process, the casino repeatedly imposed new requirements that had not been mentioned previously and were sometimes not even included in the terms and conditions.

It is particularly striking that problems only arose after I requested a payout of approximately €3000.

For over 10 years prior, my account was always verified and withdrawals were processed without any problems.

I was cooperative at all times and fulfilled all requirements. Therefore, the statement that I was "uncooperative" is incorrect.

I therefore ask you to request the following from the casino:

to present concrete evidence for the allegedly "forged documents"

or finally complete my verification and release the payout

I remain willing to cooperate in a fair and transparent investigation.

Thank you for your support.

Best regards

Hallo Attila,

vielen Dank für Ihre Rückmeldung.

Ich möchte klarstellen, dass die Aussagen des Casinos nicht der Wahrheit entsprechen.

Ich habe alle vom Casino angeforderten Dokumente vollständig eingereicht, darunter:

Selfie mit Ausweis und Casino-Webseite im Hintergrund

Identitätsnachweis (Ausweis)

Wohnsitznachweis

Banknachweis / Transaktionen

Die Behauptung, ich hätte „gefälschte Dokumente" eingereicht, weise ich entschieden zurück.

Alle von mir eingereichten Unterlagen sind echt und unverändert.

Das Casino hat während des gesamten Prozesses immer wieder neue Anforderungen gestellt, die zuvor nicht erwähnt wurden und teilweise auch nicht in den AGB stehen.

Besonders auffällig ist, dass Probleme erst entstanden sind, nachdem ich eine Auszahlung in Höhe von ca. 3000 € beantragt habe.

In den über 10 Jahren zuvor war mein Konto stets verifiziert und Auszahlungen wurden ohne Probleme durchgeführt.

Ich war zu jedem Zeitpunkt kooperativ und habe alle Anforderungen erfüllt. Die Aussage, ich sei „unkooperativ", ist daher nicht korrekt.

Ich bitte Sie daher, das Casino aufzufordern:

konkrete Beweise für die angeblich „gefälschten Dokumente" vorzulegen

oder meine Verifizierung endlich abzuschließen und die Auszahlung freizugeben

Ich bin weiterhin bereit, bei einer fairen und transparenten Prüfung mitzuwirken.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Additionally, I would like to mention that I would gladly provide further documents, but the system only allowed me to upload a maximum of 5 files.

I am always ready to provide any further documentation via email if requested.

Best regards

[Redacted]

Zusätzlich möchte ich erwähnen, dass ich gerne weitere Dokumente zur Verfügung stellen würde, jedoch im System nur eine maximale Anzahl von 5 Dateien hochladen konnte.

Ich bin jederzeit bereit, alle weiteren Nachweise per E-Mail nachzureichen, falls dies gewünscht ist.

Mit freundlichen Grüßen

[Redacted]

Dear iWild Casino, thank you for your email and cooperation.

Dear Player,

Could you please forward all documents you provided to the casino for the KYC verification? You can reach me at attila.g@casino.guru.

Thank you in advance.

Hello Attila,

I have sent you the necessary documents by email.

Sincerely, [Redacted]

Hallo Attila,

ich habe Ihnen die erforderlichen Dokumente per Email zukommen lassen.

Mit freundlichen Grüßen [Redacted]

Dear player,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear player, could you please forward all of the KYC documentation you have submitted to the casino?

Thank you in advance for your reply.

Hello Attila,

I sent the documents to their email address.

If you have any questions, please feel free to contact us.

Best regards

[Redacted]

Hallo Attila,

ich habe ihnen die Dokumente an ihre E-Mail Adresse gesendet .

Wenn sie Fragen haben können sie sich gerne melden.

Mit freundlichen Grüßen

[Redacted]

Dear Player,

Following a thorough review of the information and evidence submitted by the casino, as well as the documentation provided by you, I regret to inform you that your complaint has been deemed unjustified and will be rejected.

We have reasonable grounds to believe that you were engaging in manipulation of your KYC submissions, which is why we are unable to provide you support in this case.

For your future reference, we highly recommend submitting authentic documentation during the verification process and avoiding any attempts to circumvent casino policies with misleading or altered submissions.

I'm sorry I couldn’t be of more assistance on this occasion.

Thank you for your understanding.

Best Regards,

Attila