Complaint #163 iWild Casino

Problems verifying my account again

By b3n3d1t0

11 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

11 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

11 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 Since all funds have been successfully withdrawn to the player, we do not believe we have any further obligations to the player.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

11 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

11 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 59 / 59

Avg. Amount $2,946

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

iWild Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 54 out of 54 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

iWild Casino Complaints

See all complaints for this casino

Not getting Withdrawal

Hi i played on i wild casino and deposited 250$ and won 400$. No bonus was included so there was no wagering requirement.
I chose to withdraw my 400$ and requested a withdrawal. First they said the withdrawals are instant and them said 24 hours. When today on day 2 i reached out to the support they said it will take upto 72 hours, now on day 3 i reached out again. Now they are saying they dont have any set timeframe for withdrawals. I feel cheated. Please help me.

Resolved

$400

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.

Rejected

€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

Documentation is not being accepted

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.

Rejected

€200

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