iWild Casino UK - El retiro del jugador se retrasa debido a problemas de verificación de la cuenta.

I have been playing Iwild casino.

firstly I won 500 euros I tired to withdraw but was told I needed to verify my account.

this i did straight away and my withdraw was processed and received.

I then won 2000 euros I tired to withdraw , I was then again told I needed to verify my account.

i did this again straight away.

I contacted KYC team my self as I had not heard any thing from them.

they told me the documents was not of good quality and to re send them.

again I did.

I then continued to play and have now got up to 5000 euros.

still waiting for my account to be verified.

every time I contact them, I get the same

message please be patient. There is no information other than, your documents have been passed and are in process.

8th August the site went down so I can’t even get on my account.

I emailed them to be told the same thing again.

I have all the correspondence/ screen shot of my winnings and play.

really disappointed/ frustrated.

some assisted would be appreciated

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing. I’d like to ask you a few questions to better understand your situation and help move things forward.

• When was the last time you submitted any documents to the casino for verification?
• Which specific documents did you most recently send?
• Have these documents already been reviewed by the casino’s verification department?
• After noticing that the casino is under maintenance, have you contacted their customer support via email to ask about your case?

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,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good morning, thank you for your reply.

The last time i submitted any documents was the 7th August at 15.27. I submitted my passport with a selfie behind the back ground of there Casino ( for the second time) my first withdrawal I was contacted by KYC and ask to submit my bank card, this I did and my withdrawal was received with no issue.

I have had no confirmation that this has been verified, as I’m told there system ate down both ends.

I have contacted them daily since Friday 8th when they went of line.

the same response is We would like to inform you that our website is currently undergoing maintenance. Our dedicated team is actively working to resolve the issue as quickly as possible, I have asked for this to be escalated twice, the last time was this morning.

I get the same response, no one can actually tell me the progress of my account even more frustrating I can’t even see my account now.

i have all correspondence.

thank you

Emily

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation and patience.

Thank you I have done this.

thank you

Emily

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite iWild Casino UK representative to join this conversation.

Dear iWild Casino UK,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear player,

Could you please confirm, that before the closure of your account there was no available balance, and there were no pending withdrawals?

Thank you.

Dear Em14,

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,
Mirka
Casino.Guru