iWild Casino - 本人確認（KYC）の問題により、プレイヤーの出金に遅延が生じる可能性があります。

I have been going back and forth with the KYC department for nearly two weeks. First my selfie wasn't good enough so I fixed that. Then they came with we need verification thst you are the owner of the interac account you used to make a deposit and I didn't even know what that meant and God forbid you ask their department for clarification because you will not get it. Cut and paste responses to the approximately 20 emails I sent and most of the time they went ignored.

So finally it seemed like we were getting somewhere after I sent a void check to verify I am the owner of the account when they come at me today saying they need a screenshot of my interac profile which confirms I am the owner of the account. What does that even mean???

I'm at my wits end as I do not know what it is they are looking for and they won't respond with anything other than the initial text which is a script or cut and pasted.

I am a single mother who jumped for joy when she won the winnings. I need that money for bills that have been overdue and food. It was a blessing that I won and I can't seem to do enough to prove my identity. Please help me sort this out

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Dear Lannielou_78,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure 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 can 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.

• Have you accumulated your winnings with or without an active bonus?
• Could you please let me know which documents you have already provided and when exactly you sent each one?
• Please post a screenshot of your casino account verification page so we can see which ones are successful and which ones are pending.

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

Best regards,

Jean