Complaint #163 iWild Casino

Problems verifying my account again

By b3n3d1t0

8 months ago

On September 27, 2025, I made a withdrawal request, and on September 29, 2025, it was canceled and verification was requested.

I've had an account for a while, but they've since changed the casino and now they won't verify my account.

On September 29, 2025, they sent an email asking for documents for KYC verification. That same day, I sent everything they requested in the email: a photo of my ID card, a selfie of me holding my ID card with the casino open in the background, and my IBAN code.

On October 1, 2025, I still hadn't received a response. I contacted support and was told they'd sent an email asking for a higher-quality selfie. I didn't receive any email. I checked my spam folder and found nothing, but I sent them all the documents again that same day. On October 3, 2025, they sent an email requesting a utility bill that clearly displayed my full name, address, and the date of the letter because they said it couldn't be older than 90 days.

I sent everything they requested, and they sent emails and messages to live support every day, but they didn't resolve the issue. I received several emails without any response.

Disputed Casino iWild Casino

Reason Verification issues

Amount €1200

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by 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/or advertised payment timeframes.

Based on the abovementioned information and taking into account the player's confirmation that all eligible payments were processed and received, the AskGamblers Complaint Team considers this case resolved and closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

iWild Casino

• Representative

7 months ago

Dear Askgamblers,

At the moment, iWild does not have any further accusations towards the player. The account is closed by decision of administration, as per presented Terms. Since all funds have been successfully withdrawn to the player, we do not believe we have any further obligations to the player.

Respectfully,
iWild Casino Representative.

AskGamblers

• Support Team

7 months ago

Dear iWild Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

iWild Casino

• Representative

7 months ago

Dear Askgamblers,

The player's account was closed by the decision of administration, in accordance to the following clause of the Terms, agreed upon by the player at signup:

10.3. Company reserves the right to close Player’s Account and to refund to them funds from the balance of the Player’s Account, subject to the deduction of relevant withdrawal charges, at iwildcasino11.org absolute discretion and without any obligation to state a reason or give prior notice.

Since the player's balance was empty at the time of closure, no refunds were included in the process, as all funds have been withdrawn prior to the closure.

Respectfully,
iWild Casino 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