Complaint #148 iWild Casino

Complaint Against iWild Casino Withheld Withdrawals

By Player4132

10 months ago

Dear Askgamblers team,

I would like to raise a formal complaint regarding my withdrawal issue with iWild Casino.

I deposited funds directly from my Skrill account and played without accepting any bonuses.

On July 23, 2025, I played slots and I won 2985 EUR, and later submitted withdrawal requests.

Since Skrill is no longer available for withdrawals (it was before, but after website maintenance no longer) I was required to use my credit card instead.

Before processing, the casino asked me to complete KYC verification again, even though I was already verified.

As part of the new KYC procedure, I was asked to provide:

A picture of my ID.

A photo of me holding the ID.

A utility bill for address verification.

A photo of the front and back of my payment card (with only the first and last 4 digits visible, CVV hidden).

I submitted all the requested documents. Shortly after, I received a message from KYC confirming:

“We are glad to inform you that the provided documents are enough for your current verification status and no additional documents are required at the moment, feel free to play and enjoy our games.”

After receiving this confirmation, I submitted a €840 withdrawal request to my verified card.

However:

After 48 hours, my withdrawal was canceled by iWild Casino — without any email notification.

When I contacted live support, I was told:

“It appears that the withdrawal was canceled by the payment provider. Please feel free to recreate the withdrawal request.”

When I tried again, the withdrawal option was blocked with the message:

“Withdrawal isn’t possible. Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once review is completed.”

When I contacted support again, they informed me:

“Your previous bets are currently under review by the game or sports provider to ensure fair play. You will be able to withdraw again once the review is complete.”

When I asked for a timeframe, I was told:

“Unfortunately, we are unable to provide an ETA at this moment. You will receive a notification once the provider’s check is complete.”

This means that:

My account is fully verified.

I deposited via Skrill and attempted withdrawals via my verified credit card.

I followed every KYC requirement, including providing sensitive financial documents.

Yet my withdrawals (total balance €2,985) are being withheld indefinitely, without any clear explanation or timeline.

At this point, it looks like iWild Casino is deliberately delaying payments. While they allow me to continue playing, they do not allow me to withdraw my winnings.

I kindly request AskGamblers assistance in ensuring iWild Casino processes my rightful withdrawal of €2,985 without further unnecessary delays.

I have full proof, including:

Screenshots of the withdrawal cancellation.

Copies of KYC messages confirming verification.

Chat transcripts with customer support.

Thank you for your support.

Disputed Casino iWild Casino

Reason Declined payment

Amount €2985

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Player4132

10 months ago

Dear AskGamblers Team,

I am happy to confirm that I have now received all of my funds from iWild Casino.

Thank you very much for your assistance and support throughout this process. You helped ensure that my case was resolved and my winnings were paid.

This complaint can now be considered resolved and closed.

iWild Casino

• Representative

10 months ago

Dear Player4132 and AskGamblers,

We wish to update the player that all their withdrawals have now been completed fully and successfully. We thank the player for their cooperation.

Respectfully,
iWild Casino Representative

iWild Casino

• Representative

10 months ago

Dear Player4132 and AskGamblers,

One of the player's new withdrawal requests has been processed successfully by the financial team earlier today. At the moment, we are working on the last request. We have also noted that player currently has balance leftover remaining. If they wish to withdraw their balance fully, we kindly ask the player to combine the remaining funds with their remaining withdrawal requests to receive them quicker than with two separate transactions.

Respectfully,
iWild Casino Representative

iWild Casino Complaint Stats

Resolved 56 / 56

Avg. Amount $3,064

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

iWild Casino Complaints

See all complaints for this casino

Complaint against iWild Casino and unjustified delay of withdrawal

Complaint Against iWild Casino – Unjustified Delay of Withdrawal
Dear iWild Casino Support,

I am submitting this formal complaint regarding the unreasonable delay in processing my withdrawals.

On 10 July 2026, I requested two withdrawals:

€400
€380
The total amount is €780.

To date, both withdrawals remain in "Awaiting Approval" status. This delay is unacceptable.

I would like to emphasize that I have fully complied with all of your requirements. My account has been completely verified, and I have submitted all requested documents. There are no outstanding verification issues or any further actions required from my side.

Despite fulfilling all your requirements, my withdrawals have still not been approved or transferred to my bank account. I have also not received any valid explanation for this excessive delay.

I respectfully request that my withdrawals be processed immediately. If there is any legitimate reason preventing the payment, I expect a detailed written explanation without further delay.

If this issue is not resolved within 48 hours of receiving this email, I will have no choice but to escalate the matter by submitting formal complaints to your licensing authority, the Curaçao Gaming Control Board, as well as to the relevant consumer protection organizations. I will also provide all supporting evidence, including screenshots of my pending withdrawals and our correspondence.

I expect a prompt response and immediate processing of my withdrawals.

Kind regards

Resolved

€780

Delayed KYC verification and withdrawals

On 30 June 2026 I submitted two withdrawal requests of €437 each (€874 in total) from my iWild Casino account.

In the early hours of 3 July, I received a KYC verification request from the casino, and my pending withdrawal requests were automatically cancelled at the same time. I submitted all requested documents (ID card, both sides, and a selfie holding my ID in front of the casino website) the same day, on 3 July at 12:57 EEST. In that message I explicitly asked the casino to list any additional required documents at once, so the process could be completed without unnecessary delays. No further documents have been requested since.

I have received no confirmation of my verification status. On 9 July I asked about the status via live chat; the agent stated my request had been forwarded to the KYC team to expedite the process, but confirmed that the support team has no visibility into the verification and could not provide any timeframe. On 11 July I emailed the casino's KYC and support addresses asking them to confirm whether my documents had been approved, and offered to resubmit anything missing right away. Later the same evening, the support team replied – to an email addressed primarily to [email protected] with support in copy – only by advising me to contact the KYC department directly at [email protected], i.e. the very address my email was sent to. The same reply confirmed in writing that my withdrawal requests were cancelled by the casino during the verification process. The KYC department itself has not responded to any of my messages.

All my play has been with my own deposited funds, so no bonuses have ever been used on this account.

I am submitting this complaint because direct contact with the casino has produced neither progress nor any timeframe, and judging by previously published complaints concerning similar verification delays at this casino, mediation appears to be what moves these cases forward.

I am asking iWild Casino to complete my verification without further delay and to process my withdrawals in accordance with their own terms.

69h left

€874

Delayed KYC process to stall withdrawals

The daily, weekly and monthly withdrawal limits are a complete joke and it takes forever for them to complete your KYC check. I had to make 3 withdrawals for just €850 (€400 & €300 by bank transfer; €150 crypto) last Tuesday - only for them to cancel my withdrawals the very next day and ask for ID documents, which I sent to them instantly.

I’m still not able to withdraw anything and their KYC team don’t reply to emails and their support can’t help either. After skimming through other player reviews online, it has become clear to me that they delay the KYC process and cancel withdrawals on purpose so players will lose their money.

I really don’t believe that it takes over a week to perform a simple KYC check. I have played at many gambling sites over the year and it’s usually done within 48 hours.

Resolved

€850

Delay of KYC verification

KYC verification is taking way too long to complete and like many others I have had to resort to submit my complaint here in order to get things moving (just read all the other complaints, it's the only thing that gets things resolved otherwise they will just stall till the end of time and many players will lose patience and lose their winnings).

Basically started with April 10, requested a withdrawal of 286 euros, (why did it let me when I hadn't done KYC yet?) anyway they emailed me same day and said that ; that the withdrawal is paused and that I gotta complete KYC but they actually cancelled the withdrawal not just paused it (thus making it possible for a player to play with the balance while kyc is being worked on) , then I sent them all the stuff on april 13, then they wanted more so I sent more on april 16 then on april 17 they said;

Dear Player,

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.
Thank you for your cooperation.

Best regards,
KYC Team
iWild Casino

and then nothing since then.. and cant request a withdrawal at all...
and then on april 23 I sent an email to kyc team and they didnt reply at all..
live chat just says; I think they are dealing with a large number of requests.

Resolved

€286

They closed my account and dont want to pay 500 USD

They closed my account and never planned on paying me my 500 USD i spoke with them in chat and they said my withdrawal will be processed shortly I should have looked closer at the reviews I emailed them and support chat they said no KYC was needed but possibly but they never even gave me. A chance to verify

Resolved

They refuse to give me my money

They canceled my withdrawals 5 days after, without notifying me.

I had to send them a message to support to tell me about the KYC.

They requested that I complete KYC. I've sent them all the requested documents, as Passport picture, a copy, and a selfie holding it in front of their website.

6 days pass, and they dont send me an email or contact me. I text their support again, and they say they want my selfie again. I've sent them multiple selfies with all visible, clear, and correct.

After 3 days, I tried to contact them to see where we are. No one answers me. I've tried multiple devices and browsers, and they blocked me in their live chat.

Also note that I've never received any email or been contacted by their KYC team, and they tell me they sent me an email, but I only receive multiple offer emails from them and nothing from the KYC team.

Now that I have no way to contact them since they blocked me through their live support, I have to add my complaint here, so please help me get my money.

I have 1120 euros in the account

Resolved

€1,120

Missing funds from my account iwild casino

My funds suddenly disappeared from their website. 788 usdt (689 eur)

Website is iwildcasino. I have contacted their customer support and no one seems to care or to be helpful.

4 days have already passed. Apart from the chat I have also emailed them to their support department as mentioned in the last screenshot I have attached. I have received no answer.

Resolved

$788

Sudden Account review

I have previously made successful withdrawals from my iWild Casino account without any restrictions.

Since 26 November, all withdrawal attempts have been blocked. After playing and winning, I am unable to withdraw my funds. Instead, I received the following message from the casino:

“Your gaming session has been forwarded to the provider for checking. During this process, all withdrawal requests will be temporarily paused. The review typically takes up to 14 days, although it may occasionally take longer.”

The stated 14-day review period has been exceeded, yet no outcome, explanation, or updated timeframe has been provided.

When contacting customer support, I receive only generic responses stating that the matter is “under review” or “handled by the provider,” without any substantive information or confirmation of progress.

At this stage:

Withdrawals that previously functioned normally are fully restricted

The review period has exceeded the casino’s stated timeframe

No clear reason or resolution date has been communicated

I am submitting this complaint through AskGamblers to request assistance in obtaining:

A clear and specific explanation for the ongoing withdrawal restriction

Confirmation of the current status of the review

A definitive and reasonable timeframe for completion of the review and release of withdrawals

I respectfully request that this matter be resolved in accordance with fair gaming practices

Rejected

$3,079

Veryfication taking forever

Hello, I submitted my documents at the beginning of November. They also asked for a photo with my ID in front of a casino. I sent the photo on November 18th. A few days later, I contacted them, but I didn't receive a response until I asked them to contact me via the chat on the website. I received a reply that they had my documents and were in the process of verifying them. On December 9th, I sent a request for verification, and I haven't received a response since. I would like to request contact with them to complete the verification process. I hope to recover approximately 1,000 euros of winnings from this account. I am asking for your help.

Resolved

€1,000

Delay in withdrawal processing

Hello,

I am submitting this complaint regarding delayed withdrawals at iWild Casino.

My account has been fully verified. All requested KYC documents were submitted and approved, and I received written confirmation from the casino that no additional documents are required.

On December 9, I requested a withdrawal of 500 EUR. According to iWild Casino’s website, withdrawals are processed within 24–72 hours. This timeframe has now passed, but the withdrawal is still marked as “Processing” and no payment has been received.

My total account balance is approximately 3,609.50 EUR. However, iWild Casino applies strict withdrawal limits per transaction/day, which prevents me from withdrawing my full balance at once. For this reason, this complaint concerns the full outstanding balance, not only the currently pending 500 EUR.

I have contacted live chat multiple times. Each time I was informed that the issue was “escalated” to the relevant department, but no clear timeline or resolution has been provided.

A bonus was selected during one of the deposits; however, no bonus funds were used. According to the casino’s own rules, bonus funds cannot be used while a real money balance is available. All gameplay was conducted using real funds only.

I kindly ask for assistance in receiving my full balance without further delays.

Thank you.

Resolved

€3,610