iWild Casino DE - Игрок считает, что вывод его средств задерживается.

Dear Sir/Madam,

I have already been verified a few days ago with my ID/selfie copy of my frequently used Santander credit card.

My bank account is also verified. This casino continually creates new demands. They refuse to pay out to my bank account. The money I deposit, however, is normally accepted. I’m sending you a copy of all the requisites they ask for. The credit cards mentioned here are no longer current as I lost them. I have used them until recently for online payment. I also utilized the Santander Visa card and never had any issues, but still, they don't want to carry out verification although all necessary documents are available. I kindly request for your assistance. Thank you.

sehr geehrte Damen und Herren,

ich habe mich bereits verifiziert vor ein paar Tagen mit Ausweis/Selfie Kopie meine Kreditkarte Santander die ich oft benutze.

mein Bank Konto ist auch verifiziert. Dieses Casino holt immer neue Anforderungen aus dem Hut. Sie weigern sich die Auszahlung auf mein Bank Konto auszuzahlen. Das Geld was ich einzahlen wird aber normal akzeptiert. Sende ihnen eine Kopie was die alles verlangen. Die Kreditkarten die hier erwähnt haben sind nicht aktuell da ich sie verloren habe. Ich habe die aber bis vor kurzem mit pay online genutzt. Die Santander Visa Karte auch und noch nie gab es Probleme aber trotzdem wollen die keine Verifizierung durchführen obwohl soweit alle documente vorliegen. Ich bitte sie um Hilfe vielen Dank

Dear Sassenach,

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

Oh wonder, I had barely informed iwildcasino that I would be contacting Casino Guru... everything was verified and done in one go! Lo and behold, everything was correct on my side but unfortunately not on iwildcasino's!

That's not how you treat customers. Shame on the casino.

Oh Wunder kaum habe ich iwildcasino informiert das ich mich bei Casino Guru melden werden .. prompt war alles auf einmal verifiziert und erledigt!! Siehe da war von meiner Seite alles korrekt aber leider nicht von iwildcasino!

so geht man nicht mit Kunden um. Schade für das Casino.

Dear Casino Guru, Sassenach

We would like to confirm that the player has successfully made a withdrawal of 788 euros.

Your withdrawal was successfully processed on May 10, 2024, in line with our standard procedure that mandates a maximum processing time of 24 hours.

Respectfully,

iWild Casino Representative

Yes after I complained to Casino Guru!

nothing had helped, I had tried it alone for over a week.. too bad for the casino

Ja nachdem ich mich bei Casino Guru beschwert hatte.!

nichts hatte geholfen über eine Woche hatte ich es alleine versucht.. schade für das Casino

Hello everyone,

Thank you both for your replies.

Sassenach, do I understand correctly that you have received your winnings?

After long discussions, yes

But I informed Casino Guru and then it worked within minutes. After long discussions with iwildcasino! I tried several times to communicate with the responsible employee without success. I kept getting longer emails with more demands, even though I had submitted all the documents. But now I know the way iwildcasino communicates and knew the only solution was to complain to Casino Guru. What a pity for the casino!

Nach langen Diskussionen ja

Aber ich habe Casino Guru informiert und danach klappte das innerhalb Minuten. Nach langen Diskussionen mit iwildcasino! Ich hatte mehrmals versucht mit der zuständigen Mitarbeiterin zu kommunizieren ohne Erfolg. Es kamen immer längere E Mails mit mehr Anforderung an mich, obwohl ich alle Dokumente eingereicht hatte. Mittlerweile kenne ich aber die Art der Kommunikation mit iwildcasino und wusste die einzige Lösung war eine Beschwerde bei casino Guru. Schade für das casino!

Dear Sassenach,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru