iWild Casino - プレイヤーの出金が遅れ、再度アカウントの確認が必要となります。

My situation is that I requested a withdrawal, six days passed and they canceled it without telling me why. I requested it again and it was canceled. Then they told me I had to verify the account, which was already verified. Okay, I sent the documents again... I'm waiting for verification to withdraw again. Regardless of the final outcome, I'll be back here to give final feedback. Then we'll all know if this casino can be trusted.

Minha situação é que solicitei um saque, seis dias se passaram e eles cancelaram sem me informar o motivo. Solicitei novamente e foi cancelado. Então eles me disseram que eu tinha que verificar a conta, que já estava verificada. Ok, enviei os documentos novamente... Estou aguardando a verificação para retirar novamente. Independentemente do resultado final, voltarei aqui para dar o feedback final. Então todos saberemos se este cassino é confiável.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Can you please specify if you previously underwent a full KYC verification?
• Have you made any successful withdrawals before using the same payment method?
• Could you please advise which documents you have provided this time and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Update: I've been trying to cash out for 15 days now, but so far I've had no success, and support always gives the same kind of robotic response

Atualização: Hoje faz 15 dias que estou tentando sacar mais ate agora sem sucesso, o suporte sempre com o mesmo tipo de resposta robotizada 

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

Yes Natália, I have already sent all the documents... before sending them to your email I showed the images to support just to see if it was good for your standard, and what the attendant said was that the quality was perfect so I sent it to your verification email since last week and until today I have no answer. 16 days I've been trying to withdraw and verify... and yes, I've already made two withdrawals before these two withdrawals were in low amounts, knowingly just because this is a slightly larger withdrawal I'm taking time to pay me.

Sim Natália, Ja enviei todos os documentos... antes de enviar no email de vocês mostrei as imagens para o suporte só para ver se esta boa para o padrão de vocês, e o que atendente disse que a qualidade estava perfeita daí enviei para o e-mail de verificação de voces des da semana passada e até hoje nao tiver resposta. 16 dias estou tentando sacar e verificar... e sim, ja fiz duas retiradas antes essas duas retiradas foram em valores baixos, conhecidentimente só porque essa é uma retiradas um pouco maior estou demorando para me pagar .

Dear Ronnyak44 and Casino Guru,

Thank you for your patience and cooperation. Upon checking player's account, KYC verification is currently ongoing, as per standard procedure. However, we would like to note that currently there are no funds on the player's account or pending payout requests.

Respectfully,

iWild Casino Representative.

Thank you for joining this complaint thread, iWild Casino.

Dear player, thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Ronnyak44,

My name is Stefan, and I will take over this case from now on.

Dear iWild Casino,

Could you please inform us when the player's account will be verified?

I'll be awaiting your reply.

Dear Ronnyak44 and Casino Guru,

At the current moment, no additional documents were requested and one withdrawal was processed as normal in September.

Respectfully,

iWild Casino Representative.

Dear Ronnyak44,

Could you please confirm the receipt of your funds from the casino? If so, is there any remaining balance to be withdrawn from the casino?

I'll be awaiting your reply.

Dear Ronnyak44,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru