iWild Casino - 決済が遅延しているとのクレームがあります。

I have been paid 400 euros according to a schedule of every three - four days. But this stopped and have now waited 10 days for this 400 euros. They don't respond to emails. I also have more pending payments.

Dear rifat62,

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 rifat62,

Have you received your withdrawal from the casino yet?

Hello.

No =(

Thank you for your reply, rifat62. Could you please advise when exactly you received the last payment? Have you passed the verification before the casino started processing your withdrawals? Have you accumulated your winnings with or without an active bonus?

Lastly, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They have stopped responding to emails.

There are 2 withdrawal left. One of them is under processing.

One of them has been canceled by the casino and the money is not in the account. 400 euros.

The verification is complete.

Thank you very much rifat62 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear rifat62

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite iWildcasino to join the conversation.

Dear iWildcasino,

Can you please provide some information regarding the player's withdrawal delay?

The last withdrawal has arrived. (very delayed) However, 400 euros are still missing which the casino canceled. moreover, the money disappeared.

Dear rifat62

Did the casino explain to you somehow why the €400 withdrawal was canceled? Were these €400 canceled before it was set as "pending/waiting for approval" or even before that status?

Dear iWildcasino

As one of the withdrawals has been processed successfully can you please provide information why the other withdrawal of €400 has been canceled and is missing from the player's casino account?

Hi guys, sorry for the long reply.

As I see it, the player's withdrawal amount is currently 2,000 euros. So everything should be ok.

Please check from your side.

Withdrawal ID 7265438 was cancel by casino and the money is gone.

It is true that 2000 euros were paid out in 3 weeks, which was the fastest possible on your part.

Dear Player,

Withdrawal ID 7265438 was successfully processed by our financial service on 2022-11-01 at 07:46:24. Attached is a screenshot of the system.

Please show proof that it was canceled by the casino.

Dear rifat62

Do I understand correctly that the withdrawal ID 7265438 of € 2000 has not been received by you yet?

iWildcasino has provided proof of the payment, so please double-check this with your bank and if you still can't locate the payment, we would like you to provide your bank statement with all the transactions shown to us for review.

2000 euros have been paid out in installments over a period of one week and these have arrived in the bank account.

But the latest withdrawal of 400 euros. ID 7465829 has been canceled by iwild and the money is gone. You should probably see that in your history.

Hey guys, I really don't understand what the player's complaint about our casino is.

All funds to be withdrawn have long since been withdrawn.

regarding all winnings and write-offs of balances, all information was sent to the player by email.

The player is confused about the essence of his claims, then he doesn’t like that he has a payment delay, then he doesn’t like that some amounts were debited from his account, and as a result, none of this turned out to be true, and he cannot bring any proof.

Dear player, could you please provide evidence of at least one of your accusations, and not waste our time?

Dear rifat62

what I understand from the information we have from iWildcasino, the withdrawal ID 7465829 was successfully paid to you. The €400 you claimed as missing, are included in the €2000 amount that you have already received, so from our point of view, all the funds have been paid to you successfully.

Please correct me if I'm wrong, but as of now, all the disputed funds have already arrived in your account, so can we consider your complaint to be resolved?

The situation is like this. I am missing 400 euros from a withdrawal that the casino canceled. This money is gone. When you review the game history, you can clearly see this.

I give up now, but You should definitely not dismiss the case as resolved.

That people play at this casino is incomprehensible.

400 euros in withdrawal limit extremely frivolous.

I had a profit of 7500 euros from the beginning which I tried to withdraw.

2000 euros succeeded.

400 euros disappeared inexplicably

the rest was played away due to their withdrawal policy

Dear rifat62

From the information we have from the casino all your eligible withdrawals have been paid out, please double-check all your bank/e-wallet accounts. If you still insist on your claim that the withdrawal ID 7465829 has been canceled by the casino, we need to see any proof of that.

Dear iWildcasino

Can you please provide further info about the withdrawal ID 7465829? If it can't be shared publicly please send the info to my email michal.k@casino.guru

Thank you

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, friends,

I am attaching the information on payment 7465829, as well as the email that was sent to the player in connection with this payment, in screenshots.

No more words.

Dear rifat62

As can be seen in the evidence from iWildcasino the disputed withdrawal has really been canceled, but it was because the casino needed to update the withdrawal amount as you have used a No deposit bonus which had a maximum winnings limit. You were informed about this by iWildcasino, so I don't see any unfair approach from iWildcasino to you. All the withdrawals that you were eligible for have been paid to you already. Please correct me if I'm wrong or if I overlooked something, but at the moment I don't see any valid reason for your complaint.

Keep praising this casino.

I am boycotting both this site and the casino from now on.

having a withdrawal limit of 400 euro coffee money is beyond all criticism.

then handing out bonus money to loyal players to splurge and not be able to cash out is almost even worse.

Dear rifat62

I'm sorry if you feel that way, but as mentioned above, from the evidence we've received I don't see any unfair approach from the casino. Yes, I can agree with you that the withdrawal limit could be greater, ideally, we would like to see NO limit for withdrawals in casinos when the winnings were from real money, but this is not always possible as every country can have its own regulations or laws, and the casinos need to follow this rules. It is nothing unusual that the winnings are limited when claiming a bonus, especially with no deposit bonuses. In fact, most no-deposit bonuses have a max winning cap, this is an industry standard. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal