Complaint #144 iWild Casino

No withdrawal option

By zelimaci

9 months ago

My money has been stuck on the iWild Casino site for nearly two weeks now. I already submitted all the requested documents once, and everything was accepted for the withdrawal. After that, the website was updated, and my account was no longer allowed to make withdrawals. A few days later, the website went offline completely.

Now, the iWild Casino site has been back online for two days, but they still haven’t responded to my email. They just keep telling me to be patient, saying they will respond eventually. I sent them my ID two weeks ago, and they also asked for a selfie, which I submitted as well — still no reply.

My money has been stuck on the website for almost two weeks now. They’ve received all possible KYC documents via email — ID card, bank statement, selfie — everything. I can trace all of it back by date. I’ve played on several online casino sites before, but I’ve never experienced anything like this. It’s honestly very disappointing.

Disputed Casino iWild Casino

Reason Verification issues

Amount $1150

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

Following a careful review and consideration of all the information, details, and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that iWild Casino management acted in accordance with their Terms and Conditions, and that the player did not cooperate with the casino during the verification process.

Dear @zelimaci,

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. Since you have refused to send the required verification paperwork, we have no other choice but to reject the case and recommend that you forward it to the relevant regulatory body.

Thanks for your cooperation

iWild Casino

• Representative

9 months ago

Dear Zelimaci and AskGamblers,

At this moment, the KYC department has reported that no new documentation has been provided by the player since our latest response in this thread. The department is ready to continue with player's verification procedure when the player elects to provide eligible documentation.

Best regards,
iWildcasino Representative

zelimaci

9 months ago

Provocative :D It's been almost a month and a half, and you're still refusing to pay — not just to me, but to many others as well. My KYC was already approved once. I'll send it again. Masters of stalling.

iWild Casino

• Representative

9 months ago

Dear Zelimaci and AskGamblers,

After a further check with the KYC department, the latest communication received from the player was on August 26th, it only contained a text response of provocative nature and no attached documents to correspond to the request made. If the player has sent any emails since then, we kindly ask them to resend the files and let us know.

Best regards,
iWildcasino Representative

iWild Casino Complaint Stats

Resolved 54 / 54

Avg. Amount $3,143

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

iWild Casino Complaints

See all complaints for this casino

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