Complaint #202 iWild Casino

Delayed KYC verification and withdrawals

By Jarmo S.

5 days ago

Message on forum

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.

Disputed Casino iWild Casino

Reason Delayed payment

Amount €874

Discussion

84 hours left for Detru to respond.

iWild Casino

• Representative

11 hours ago

Dear Jarmo S. and AskGamblers,

We can confirm that the KYC department has received an email from the player. The review and response will be completed during the standard working hours of the department, with the reply provided via email to the player.

Respectfully,
iWild Casino Representative.

Detru

• Finland

2 days ago

Hello, and thank you for the update.

The requested financial documentation has now been sent to the KYC department from my registered email address: a PDF statement from my online bank showing the account holder and IBAN, a screenshot of the same account view with recent transactions, and the bank's own CSV transaction export. As my bank provides documents only in Finnish, I included a short translation key in the email, and clarified that my deposits appear on the statement under the name of the payment provider (Paysafe), as the payments were processed through them.

As you kindly offered, could you please check with the KYC department that this email has been received? I will of course promptly provide anything further that may be needed.

Best regards,
Jarmo

iWild Casino

• Representative

2 days ago

Dear Jarmo S. and AskGamblers,

The KYC department has received the latest submission of identifying documentation. As a part of the KYC procedure, additional financial documentation has been requested. We kindly ask the player to provide those documents when able and let us know when it is done so we can communicate with the KYC department to ensure the email is delivered successfully.

Respectfully,
iWild Casino Representative.

Detru

• Finland

3 days ago

I confirm that I have re-sent all the requested KYC documents directly from my registered Tutanota account, exactly as the KYC department instructed today.

Regarding your suggestion to check with my email host: there is no block on my end. I have not received any bounce-back or non-delivery reports (NDR) for any of the emails sent to [email protected]. From a technical standpoint, the absence of a bounce message indicates that your receiving server has successfully accepted the emails. If they are not visible in the main KYC queue, they are most likely being filtered into a spam or junk folder, or caught by a routing rule in your ticketing system.

Additionally, your Support team has successfully received and replied to my Tutanota emails earlier this week.

All evidence therefore indicates that the issue is on the receiving end: the documents have been delivered to your server from my registered email address.

I kindly ask you to coordinate with the KYC team to locate the email in their system, so we can finally conclude this verification.

Best regards,
Jarmo

iWild Casino Complaint Stats

Resolved 55 / 55

Avg. Amount $3,104

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

33h left

€780

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

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