Reclamação #198 iWild Casino

Delayed KYC process to stall withdrawals

Por MrVegas94

há 1 dia

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.

Cassino em disputa iWild Casino

Motivo Pagamento atrasado

Valor €850

Discussão

84 horas restantes para que o iWild Casino responda.

MrVegas94

há 11 horas

Sent 2 new selfies... if these are not okay I don't know what to do.

MrVegas94

há 11 horas

I have not received any email from iWild Casino about my documents not being good enough quality. This feels like yet another attempt to stall and not pay.

It's very difficult to take a selfie and get the camera to focus on the screen (your website), ID and face at the same time. I have attached the documents I sent to iWild last Tuesday - just so AG can see for themselves.

I guess I try to take another selfie using a professional camera.

iWild Casino

• Representative

há 12 horas

Dear MrVegas94 and AskGamblers,

Upon an additional check of the player, they are indeed undergoing the standard verification procedure. As a part of this procedure, photo of ID was requested, as well as a selfie with ID and website on the background. Unfortunately, the initial selfie submission was rejected by the KYC department due to low quality and readability issues. As such, the team has asked the player to re-submit the selfie, making sure that the following are included:

- ID in full, not cropped, all text fully readable
- player's face, not cropped, not obsctructed, not in dark shadow, in focus
- website visible on background on any device, not necessarily in focus, but legible enough to determine iWild page

We kindly ask the player to resubmit documentation in accordance with the requirements to proceed further.

Respectfully,
iWild Casino Representative.

AskGamblers

• Support Team

há 14 horas

Dear iWild Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Raio-X do iWild Casino

Resolvido 53 / 53

Valor médio $3,214

Duração média da reclamação 9 dias

Resposta média 2 dias

iWild Casino Reclamações

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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.

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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

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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

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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.

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