iWild Casino - プレイヤーの撤退が遅れています。

I requested a withdrawal on 09/17/2025 but, although my account was verified last year, they asked for documents with the payment method and a selfie. I sent them all the requested documents but I haven't received anything from them for 5 days. They don't respond to emails.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. Also, the casino might require a renewed verification after some time passes to ensure all the information is still correct and up-to-date.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Has the casino requested any additional documents recently, and if so, which ones?
3. Have any of the documents you have sent in the last couple of days been checked and approved by the casino?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Last year I sent the exact same documents and selfie. I understand that I have to be verified again but I sent the documents five days ago and they don't answer me anything. I sent pictures of my ID, selfie with my ID and proof and account statement of the virtual Revolut card

Please forward me the documents you sent to the casino for verification at veronika.f@casino.guru. Kindly include the most recent messages you exchanged with the casino customer support as well. Thank you for your patience and cooperation.

Dear Razvanescu79 and Casino Guru,

Thank you for bringing the player's concern to our attention. The player was undergoing the verification procedure, in accordance with our Terms. The KYC department has finalized their review of documentation earlier today and the account is now fully verified. We wish to thank the player for their cooperation during this time.

Respectfully,

iWild Casino Representative

Dear iWild Casino Representative,

Thank you very much for reaching out to us and providing us with more information regarding the player's case.

Dear Razvanescu79,

Can you please confirm that your account is now verified again? Has the status of your withdrawal request changed in any way? Kindly keep us updated.

Dear Razvanescu79 and Casino Guru,

We would like to provide an update and notify Casino Guru that the player currently does not have any funds remaining on their wallet. No withdrawal requests were created after completion of verification.

Respectfully,

iWild Casino Representative

Dear iWild Casino Representative,

Thank you very much for reaching out to us and providing evidence regarding the player's balance.

Dear Razvanescu79,

Since you lost your balance in gameplay, we are unable to assist you any further with your withdrawal request, and your complaint will now be closed. Thank you for your understanding; do not hesitate to contact us if you experience any issues with this or any other casino in the future.

Best regards

Veronika

Casino Guru Team