Reclamação #182 iWild Casino

Delay of KYC verification

Por Flatzem

há 1 mês

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.

Cassino em disputa iWild Casino

Motivo Problemas de verificação

Valor €286

Discussão

AskGamblers

• Support Team

há 1 mês

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Flatzem

• Eslovaquia • 6 Avaliações

há 1 mês

I can confirm the KYC verification was completed and the payment has been received. Thanks AG. The case is resolved.

AskGamblers

• Support Team

há 1 mês

Dear @Flatzem,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved 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 complaint 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

há 1 mês

Dear Flatzem and AskGamblers,

Upon an additional inquiry into the player's concern, we can confirm that the player was undergoing the verification procedure, initiated by the KYC team. After the provision of documentation, the team needs a certain period of time to review all documents, which may depend on the overall volume of provided documentation, as it is reviewed in the order of submission.

Unfortunately, in the last few weeks, the response time was slightly prolonged due to aforementioned volume of verification procedures ongoing, as well as communication with relevant regulatory bodies during this process.

At the same time, we are glad to confirm that player's verification has been completed early this week upon provision and review of the relevant documentation. Since then, the player has successfully placed a withdrawal request which has been processed by the team today fully. We thank the player for their patience and cooperation in this matter.

Respectfully,
iWild Casino Representative.

Raio-X do iWild Casino

Resolvido 53 / 53

Valor médio $3,214

Duração média da reclamação 9 dias

Resposta média 2 dias

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