Complaint #207 iWild Casino

Documentation is not being accepted

By Sean Q.

3 weeks ago

I tried to request a withdrawal on August 3rd of €200

3 days later, the casino requested documentation from me, which I submitted.

Since that time, they have rejected my documentation for KYC; however, the documents I have sent clearly match the criteria.

They’re legible. To be sure, I’ve sent multiple variations.

Disputed Casino iWild Casino

Reason Verification issues

Amount €200

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear @quirke09,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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

2 weeks ago

Dear Sean Q. and AskGamblers,

Unfortunately, prior to completion of their verification, the player has elected to use the funds on their account and afterwards has requested an account closure, which was completed on August 20th.

Respectfully,
iWild Casino Representative.

AskGamblers

• Support Team

2 weeks ago

Dear iWild Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

iWild Casino

• Representative

2 weeks ago

Dear Sean Q. and AskGamblers,

Upon an additional inquiry, we can confirm that the player is currently undergoing a standard KYC verification procedure. Unfortunately, previous submissions of selfies could not be accepted due to non-conformity with requirements. These may include clarity of the images and text on the ID, as well as lack of necessary parts on the image.

At this time, the KYC department was able to accept the latest submission from the player. We have made a request for additional financial documentation from the player, we kindly urge them to check their inbox and provide the files when able.

Respectfully,
iWild Casino Representative.

iWild Casino Complaint Stats

Resolved 58 / 58

Avg. Amount $2,989

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

iWild Casino Complaints

See all complaints for this casino

Pending withdrawal casino doesn't answer

I am submitting this complaint regarding a €280 withdrawal from iWild Casino (iwildcasino.com), which has been pending for over one month.

I requested a withdrawal of €280 from my iWild Casino account more than one month ago. Unfortunately, I cannot currently access my casino account, so I am unable to check the exact date of the withdrawal or view its current status. I therefore do not want to provide an incorrect date.

After requesting the withdrawal, iWild Casino contacted me and requested KYC verification. I received the KYC request more than three weeks ago and submitted all the requested KYC documents almost three weeks ago.

Since submitting the documents, I have not received confirmation that my KYC documents have been reviewed or that my verification has been completed. I have also not received my €280 withdrawal.

I have contacted iWild Casino by email regarding the situation, but I have not received a meaningful response or a clear explanation of what is causing the delay.

In addition, I am currently unable to log in to my iWild Casino account. Because of this, I cannot independently check the status of my withdrawal, my account balance, or the status of my KYC verification.

I have fully cooperated with the casino’s KYC requirements and provided all documents that were requested from me. I have not been informed that my documents were rejected, nor have I been clearly informed that any additional documents are required.

At this point, I have been waiting for my €280 withdrawal for more than one month, and my KYC documents have been with the casino for almost three weeks without any clear update.

I am therefore asking iWild Casino to:

1. Confirm that my KYC documents have been received.

2. Confirm the current status of my KYC verification.

3. Explain why I am currently unable to access my casino account.

4. Explain the current status of my €280 withdrawal.

5. Process and pay my €280 withdrawal without any further unnecessary delay, provided that there are no legitimate outstanding requirements.

I am attaching the evidence I have available, including the KYC request, my correspondence with the casino, and proof that I submitted the requested KYC documents.

I would appreciate AskGamblers’ assistance in contacting iWild Casino and helping me resolve this matter.

I am happy to provide any additional information or evidence that AskGamblers may require.

69h left

€280

1000CAD over 72 hours pending

I requested 2 withdrawals (500 and 600 CAD) over 72 hours ago, asked live chat for an update after 48 hours and was told to email the finance team. Emailed them but no reply. Live chat told me multiple times the longest pending time would be 72 hours and now they tell me to continue to wait for an email reply. No information at any point. It’s my first withdraw so offered to provide verification documents in advance to prevent further delays and was told they arent needed. Can’t get any info, hoping you can help. Thanks!

Resolved

$1,100

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.

Resolved

€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