Complaint #217 iWild Casino

Multiple withdrawals pending account balance and Finance Department not responding

By durat.maxence

3 days ago

iWild Casino – Multiple withdrawals pending, €2,362 account balance and Finance Department not responding

I am submitting this complaint regarding multiple pending withdrawals from my iWild Casino account, the lack of a clear response from the casino’s Finance Department, and ongoing difficulties obtaining clear records of my communications with the casino.

I have attempted to resolve this matter directly with iWild Casino through live chat and email, but I have not received a satisfactory resolution.

Current withdrawals and account balance

I currently have the following pending withdrawals:

* €439 submitted on 24 September 2026
* €439 submitted on 24 September 2026
* €438 submitted on 27 September 2026

The total amount currently requested for withdrawal is therefore €1,316.

In addition, I currently have €2,362 remaining in my casino account balance, which I also need to be able to withdraw.

Therefore, the total amount of funds currently concerned is €3,678, consisting of:

* €1,316 in pending withdrawals
* €2,362 remaining in my casino account balance

I am not claiming that the entire €3,678 has already been requested as withdrawals. I am clearly distinguishing between the €1,316 currently pending for withdrawal and the €2,362 that remains in my account.

Withdrawal processing times communicated by iWild Casino

I contacted iWild Casino live chat several times regarding my withdrawals.

The support team initially informed me that withdrawals are normally processed within 24 hours, with possible delays of up to 72 hours.

I was subsequently told in writing that my withdrawal requests were “currently in the processing queue.”

I was also told that withdrawals typically take place within 24 to 72 hours.

At another point, support explicitly told me that there were “no problems with your withdrawal requests at the moment” and that I did not need to worry.

Despite these statements, I have still not received a clear and concrete payment status for my current pending withdrawals.

Previous withdrawal information

iWild Casino’s Finance Department previously confirmed by email that:

* one €435 withdrawal had been successfully processed and paid out;
* another €435 withdrawal was scheduled to be executed on 24 September 2026.

This demonstrates that I have already received information from the casino regarding specific payment processing dates.

However, regarding my current withdrawals, I have not received the same level of concrete information.

Finance Department not responding

iWild Casino’s live chat directed me to its Finance Department for withdrawal-related matters.

The casino provided me with the following Finance Department email address:

finance-team@iwildcasino.com

I have contacted this department several times regarding my pending withdrawals.

However, I have not received a substantive response providing a clear status of my payments or a concrete payment timeframe.

When I contact live chat again, I am repeatedly redirected to the Finance Department.

This creates a circular situation:

Live chat → Finance Department → no substantive response → Live chat → Finance Department.

I am therefore unable to obtain a clear answer regarding my own funds.

Problems obtaining the chat transcript

There is also an additional issue concerning the records of my conversations with iWild Casino.

The live chat interface provides an option to “Send transcript” of the conversation to my email address.

However, when I use this function, the transcript is not received.

I therefore specifically asked the live chat support to send me the transcript of the conversation.

Instead of providing the transcript, I was once again asked to wait.

I am trying to maintain a complete record of my communications with iWild Casino concerning my withdrawals. I have therefore made a specific request for the transcript directly to the casino, but I have still not been provided with it.

I have nevertheless retained screenshots of the conversations and relevant communications myself.

Lack of clear communication

My main concern is not simply the processing time itself.

The main issue is the lack of a clear and consistent answer regarding my funds.

I have repeatedly been told that:

* my withdrawals are in the processing queue;
* withdrawals normally take 24–72 hours;
* there is no problem with my withdrawal requests;
* I should contact Finance regarding the matter.

However, when I contact Finance, I do not receive a substantive response.

When I return to live chat, I am redirected to Finance again.

I am therefore repeatedly being asked to wait without receiving a concrete explanation of the current status of my funds.

I am not claiming that iWild Casino has explicitly refused to pay me.

My complaint is that I currently have €1,316 in pending withdrawals and an additional €2,362 in my casino account balance, while I have been unable to obtain a clear and concrete answer regarding the processing and payment of these funds.

What I am requesting

I would appreciate AskGamblers’ assistance in obtaining a clear response from iWild Casino and resolving this matter.

Specifically, I am requesting that iWild Casino:

1. Confirm the exact status of the €439 withdrawal submitted on 24 September 2026;
2. Confirm the exact status of the second €439 withdrawal submitted on 24 September 2026;
3. Confirm the exact status of the €438 withdrawal submitted on 27 September 2026;
4. Process the three pending withdrawals without unnecessary further delay;
5. Confirm how and when the remaining €2,362 account balance can be withdrawn;
6. Provide a clear and specific payment timeframe for the outstanding funds;
7. Provide the requested transcript of my live chat conversation, or explain clearly why the transcript cannot be provided.

I have attempted to resolve this directly with iWild Casino and have given the casino multiple opportunities to provide a clear response.

I remain fully willing to cooperate with any legitimate payment-related procedure required from my side.

At this stage, however, I need a concrete response regarding my €1,316 in pending withdrawals and €2,362 remaining account balance, representing €3,678 in total funds concerned.

I have retained screenshots of the live chat conversations, withdrawal requests, account balance, emails sent to the Finance Department, and the responses received from iWild Casino.

I am submitting this complaint because I have been unable to obtain a clear resolution directly from the casino.

Disputed Casino iWild Casino

Reason Delayed payment

Amount €1316

Discussion

AskGamblers

• Support Team

1 day ago

Dear @durat.maxence,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

durat.maxence

2 days ago

Dear AskGamblers Team,

I would like to provide an important clarification regarding my existing complaint.

Since my previous update, the funds that were available on my iWild account have unfortunately been played again and are no longer available.

I want to be completely transparent about this point.

However, this does not resolve the underlying concerns that led me to open the complaint.

I continue to dispute and question several aspects of my gaming activity, particularly regarding the game results, the technical behaviour observed during gameplay, the transaction history and the way my account and payments were handled.

I am therefore not asking AskGamblers to treat the matter as a simple pending-withdrawal case anymore.

I would instead like the casino to address the underlying issues and provide a substantive explanation concerning my account and gaming activity.

In particular, I would like iWild to clarify:

1. the complete history of my deposits and withdrawals;
2. the complete history of my gaming activity;
3. the game-round records for the relevant games;
4. the actual amount wagered and returned;
5. the actual RTP achieved on my account during the relevant period;
6. any cancelled, interrupted or technically affected rounds;
7. any technical incidents recorded during my sessions;
8. the payment processors and merchant entities involved in my deposits;
9. the additional fees charged on my deposits;
10. the restrictions affecting my account and payment methods;
11. the relevant KYC and account-risk records.

I have separately contacted iWild requesting access to the relevant information and records concerning my account.

I would appreciate AskGamblers’ assistance in obtaining a substantive response from the casino rather than a generic statement concerning theoretical RTP or normal gambling variance.

I understand that I ultimately played the funds that were available on my account. I am nevertheless asking that the casino address the specific technical and account-related concerns raised in my complaint and provide the relevant records so that the matter can be properly assessed.

Thank you for your assistance.

iWild Casino

• Representative

2 days ago

Dear durat.maxence and AskGambler,

Upon inquiry, we have checked the available information. At the moment, the player has three pending withdrawals, with no additional funds remaining on the balance. One of the three withdrawals in question (from September 24th) has already been fully processed by the time of the publishing of this complaint. We wish to remind the player that withdrawals are processed at iWild in strict accordance with the published Terms:

7.8. 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.

In addition, we kindly ask the player not to cancel a withdrawal request and re-creating it afterwards, as this may cause further delays in processing as the task must now start from the beginning each time. The remaining three withdrawals, including a new one, are currently being worked on by the team as normal. Specific timeframes of individual withdrawals may depend on several factors, including those of third-party payment processing companies.

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