iWild Casino - プレイヤーの出金が遅れている。

I waited for my payment for 2 weeks, which was rejected citing KYC reasons, even though the process had already been fully completed earlier. They requested additional information, which I provided perfectly, and on Friday, August 8, they approved it, allowing me to initiate the withdrawal (1,000 EUR). I initiated the withdrawal, but about an hour later the website became inaccessible, and since then I have not received my money. The support team stated via email that this issue would not affect my withdrawal and that the funds would arrive on time — but they did not.

Since more than three people in my immediate circle have also been defrauded, we will seek out further victims and pursue the matter collectively through legal channels, which the Curaçao license will not protect them from. It is unacceptable that they delayed the payment for weeks and then disappeared, citing a technical issue. (Regardless of what problem may have occurred, I am certain it could have been resolved in this amount of time.)

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

I have submitted all the KYC documents and everything was accepted (ID card, selfie with ID card in front of the iWild site, bank statement, utility bill, and all other required documents).

I also did not use any bonuses or offers — I simply deposited money and won, so there should be no reason for delay. As I mentioned, my withdrawal was approved on Friday, but since then the site has been inaccessible due to "maintenance." However, the support team wrote to me via email that despite this, my withdrawal would be processed within 48 hours — but that time has long passed. (I specifically asked, and they confirmed that withdrawals are processed on weekends as well.)

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika