iWild Casino - 決済が遅延しているとのクレームがあります。

The problem I have is with the KYC department. I have sent them an email as requested with all the documents and scans asked for.

I have received a reply that they have approved my selfie with the ID card and that they are waiting for the rest of the documents (ID, Screenshots) - but I have sent them all this in the same email with the selfie.

Upon several emails explaining this, I received no response for days, only a generic email once again to submit all the documents, which I have already done....

I'm getting really frustrated, the KYC process won't move along like this and there is zero reaction from the KYC department.

Dear luckyLuke7,

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 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

Dear luckyLuke7,

Have you received your withdrawal from the casino yet?

Dear luckyLuke7,

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

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.