Complaint #158 iWild Casino

Delayed Withdrawal of 849, Over 9 Days in Processing

By McHammer84

10 months ago

Dear AskGamblers Team,

I am reaching out to you as an independent mediator in the hope that you can assist in resolving a significant delay in the processing of my withdrawal from iWild Casino. As a loyal player, I have always had a positive experience with this casino, which offers a wide and appealing range of games and a user-friendly platform. Unfortunately, a recent withdrawal request has severely impacted my trust, and I hope your intervention can lead to a swift and fair resolution.

On September 9, 2025 4:31h, I requested a withdrawal of €849 from my fully verified account. According to iWild Casino’s terms and conditions and withdrawal policy, such transactions are typically processed within a short timeframe, with a maximum of 72 hours. This aligns with my previous experiences: I have made multiple withdrawals from this casino in the past without any issues, and all transactions were always handled promptly and smoothly. My account is fully verified, including the submission of all required documents such as proof of identity and address. Additionally, I provided my bank card details to the casino upfront to facilitate the process.

It has now been nearly 10 days (exactly 9 days as of the time of this complaint), and my withdrawal remains in "pending" or "processing" status, as shown in their system. This not only violates their stated policy but also causes significant frustration and financial uncertainty. I am reliant on these funds and expected them to be credited to my account within the promised timeframe.

To address this issue, I have contacted iWild Casino’s customer support twice:

On September 11, 2025, I sent my first email, politely inquiring about the delay and requesting an update. I received a friendly but generic response, confirming that the withdrawal was being processed but providing no specific details about the cause of the delay or an expected completion date.

On September 15, 2025, I sent a follow-up email, emphasizing the urgency and requesting escalation to a supervisor. Again, I received a polite but vague reply, stating, “We are working to resolve this as soon as possible,” without any concrete information or timeline.

On September 17, 2025, same story.

I have retained all screenshots and correspondence, which I can provide as attachments if needed. Despite the polite tone of their responses, I feel that my concerns are not being taken seriously. No transparency has been provided regarding the reason for this unusual delay, and there appears to be no progress. This is particularly disappointing for a casino I have previously praised for its reliability and extensive game selection, including slots, table games, and live casino options.

As a player who has fully complied with all requirements—verified account, no rule violations, and a history of successful transactions—I expect iWild Casino to honor its obligations. This delay not only breaches their own withdrawal policy but also violates broader standards for fair treatment of players, as likely stipulated in their licensing conditions (presumably under the Malta Gaming Authority or a similar authority).

What I Request:

Immediate Processing of the Withdrawal: I demand that the €849 be fully paid to my designated bank account within 48 hours of your intervention, including any compensation for the delay (e.g., interest or a goodwill gesture).

Full Explanation: A detailed explanation of the reason for the delay, including internal logs or reasons why this has taken longer than 72 hours.

Process Improvement: Commitments or recommendations from iWild Casino to prevent future delays, ensuring other players do not face similar issues.

Compensation: Given the emotional and financial stress caused by this situation, I request reasonable compensation, such as €100 in bonus credits or a direct payment, to restore confidence.

I am willing to cooperate in discussions or provide additional information, and I hope AskGamblers can escalate this matter to iWild Casino for a fair and timely resolution. This casino has the potential to remain a top choice for Dutch players, but without action, I will be forced to consider further steps, such as reporting to the licensing authority or consumer organizations.

Thank you in advance for your attention and mediation. I look forward to a positive resolution.

Sincerely,

< full name removed >

Attachments:

Screenshots of the withdrawal request and status.

Copies of the email correspondence with iWild Casino.

Disputed Casino iWild Casino

Reason Delayed payment

Amount €849

Discussion

AskGamblers

• Support Team

10 months ago

Dear @McHammer84,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

iWild Casino

• Representative

10 months ago

Dear McHammer84 and Askgamblers,

Thank you for bringing the player's concern to our attention. We would like to highlight that withdrawal requests may take longer than 72 hours due to a variety of reasons within the chain of transaction, which is fully outlined in the Terms:

7.9. Withdrawal processing times depend on the payment providers and methods Players use. Usually it can take up to 72 hours but not limited. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used.

At this moment, we are happy to inform the player that their withdrawal was processed successfully and no further pending withdrawal requests remain.

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.

95h 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