iWild Casino DE - Проверка аккаунта игрока задерживается.

I'm stuck in the verification process and nothing is happening. Live support keeps saying the same thing.

Ich hänge in der Verifizierung fest und es geht überhaupt nichts weiter. Der Live Support schreibt immer das gleiche.

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.

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. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly 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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sepp777,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

We’ve reopened this complaint as per the player’s request.

Player's additional comments:

I requested a withdrawal, and it was canceled because something needs to be verified. I played without a bonus. What is it they need to verify? This is just stalling.

Dear Sepp777,

I noticed that you marked this complaint as resolved just a few days ago, which makes the situation a bit unclear. Could you please clarify:

• What exactly changed since then that led you to reopen the complaint?
• Did the casino cancel your withdrawal and ask for additional documents after you had already confirmed the case was resolved?
• Have you received any specific information from the casino about what still needs to be verified?

If you have any emails or chat transcripts where the casino explained the reason for canceling your withdrawal, please forward them to [email protected] so we can review them.

Thank you in advance for your reply.

Verification is complete! Withdrawals were canceled to verify the fairness of the gaming provider? I played without a bonus. I don't understand what they're supposed to verify here. No concrete response from the casino's support team.

Die Verifizierung ist erledigt! Auszahlungen wurde stoniert um die Fairness bei Spieleanbieter zu überprüfen? Ich habe ohne Bonus gespielt. Was hier überprüft werden soll, erschließt sich mir nicht. Keine konkrete Antwort vom Support des Casinos

Dear Sepp777,

Thank you for your update. I understand your confusion, especially since you mentioned that you played without a bonus and your withdrawal was still canceled.

• To better understand the situation, could you please clarify which type of games you played (for example, slots, table games, live dealer, etc.)? This information will help us assess whether the casino’s explanation about "verifying the fairness of the gaming provider" is relevant in your case.

If you have any chat or email transcripts from the casino where they mentioned this verification, please also forward them to [email protected] so we can review them.

Thank you in advance for your reply.

Hello, I've mostly played slots and had a big win there. I may have also played blackjack.

Hallo, ich habe überwiegend Slots gespielt und dort auch den dicken Treffer gehabt. Möglicherweise habe ich auch Blackjack gespielt

Dear Sepp777,

Thank you for clarifying that you mostly played slots and sometimes blackjack.

To help us better understand your situation, could you please let us know:

• Was this your very first gaming session at this casino, or had you played there before?
• Approximately how long did you play during this session before requesting the withdrawal?

Also, if you have any additional communication from the casino (emails or chat transcripts) where they explained the cancellation of your withdrawal or mentioned the "fairness verification," please kindly forward them to [email protected] so we can review them.

Thank you.

I played here from August 24th to September 5th. After a few hits, I also played a lot of slots. I originally had about 33k on it. After "playing down" to 30k, I stopped.

On August 25, I was paid out €500. On August 26, I deposited €200 and then made this profit.

I've asked again by email about the "verification." In my experience, I haven't received a response. Live support can't tell me anything either, because they "don't have access" to the data.

I forwarded answers in the live chat by email to [email protected]

Ich habe hier vom 24.08. bis zum 05.09. gespielt. Nach einigen Treffern auch sehr viele Spielautomaten. Ich hatte ursprünglich ca. 33k drauf. Nach "runterspielen" auf 30k habe ich aufgehört.

Am 25.08. wurden mir 500 Euro ausgezahlt. Am 26.08. habe ich 200 eingezahlt und dann diesen Gewinn erzielt.

Ich habe nochmal per Mail angefragt wegen der "Überprüfung". Nach meiner Erfahrung bekomme ich aber keine Antwort drauf. Auch der Live-Support kann mir nichts sagen, weil sie "keinen Zugriff" auf die Daten haben.

Antworten im Live Chat habe ich per Mail weitergeleitet an [email protected]

Thank you very much, Sepp777, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Sepp777,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from iWild Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear iWild Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's verification.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

I just want to clarify again that this is no longer about verification, but about payout!

Ich will nur nochmal klarstellen, dass es NICHT mehr um die Verifizierung geht, sondern um Auszahlung!

Dear Sepp777 and Casino Guru,

Thank you for bringing our attention to the player's concern.

At the moment, the player is undergoing a provider check, in line with the stated Terms and Conditions. Unfortunately, since the procedure is completed by the game provider in question, we would not be able to state precise timelines of completion. The average time we have experienced is around 14 working days, but each check is different. We would like to note that initiation of the check is not in itself an accusation towards the player and if no abnormal patterns are detected by the provider, full functionality will be restored immediately.

We hope for a quick resolution and appreciate the player's patience during this time.

Respectfully,

iWild Casino Representative.

I asked the supplier (Hacksaw), but they don't conduct any inspections.

Ich habe beim Anbieter (Hacksaw) nachgefragt. Dort werden keinerlei Überprüfungen durchgeführt.

In addition, it has already taken over a month

Ausserdem dauert es jetzt schon über einen Monat

Dear Sepp777,

Thank you for the information you’ve shared via email regarding Hacksaw’s investigation. You mentioned verification, and as correctly stated, Hacksaw does not request player verification. They generally do not handle any player’s personal data - their reviews focus solely on gameplay activity. These reviews are either initiated at the casino’s request or automatically triggered by the provider when suspicious gameplay patterns are detected.

Dear iWild Casino,

Another week has passed, and we still haven’t received any update regarding the progress of the player’s review. Could you please share the current status? If needed, you’re welcome to reach out directly to me at [email protected].

Thank you for your cooperation.

Dear Sepp777 and Casino Guru,

Unfortunately, we are yet to receive determination from the provider at this moment. Upon the beginning of the business week, we will make an additional inquiry to them to request the current status and expected completion time, if they are able to provide it.

Respectfully,

iWild Casino Representative.

Dear iWild Casino,

Thank you for keeping me informed. I’ve extended the timer once again and hope you’ll hear back from the provider shortly.

@iwildcasino: Please name the provider that supposedly conducts a review and what they're supposed to check? Hacksaw sent me the Maxwin sweater. Apparently, everything was fine there.

@iwildcasino: benennen Sie doch bitte den Anbieter, der angeblich eine Überprüfung vornimmt und was dort überprüft werden soll? Hacksaw hat mir den Maxwin Pullover geschickt. Dort war wohl alles in Ordnung

Dear Sepp777 and Casino Guru,

We have received an update from the provider in regards to the procedure this week. Unfortunately, the relevant team is experiencing a high task load at the moment, which means the review of the player's bets is yet to be completed. We have requested expedited review if possible.

Respectfully,

iWild Casino Representative.

Dear Sepp777 and Casino Guru,

We have once again submitted a request to the provider for an update on the outcome of the review, however, we have not received a response so far.

We understand the inconvenience this situation may cause and will do our best to request an expedited review to ensure the matter is resolved as soon as possible.

Respectfully,

iWild Casino Representative

Dear iWild Casino,

More than a month ago, you informed us that you were about to receive the necessary information from the provider - the same update that had also been shared with the player an additional month earlier. Please note that we cannot keep the complaint open indefinitely without any progress or updates from the casino.

This marks the fourth time extension granted for this case. If no information is provided soon, we will unfortunately have to close the complaint as unresolved, which will negatively impact the casino’s safety index displayed on our platform.

Thank you for your understanding. We look forward to your prompt response.

Dear Sepp777 and Casino Guru,

We are ready to inform you that the game session verification has been successfully completed and the funds are available for withdrawal.

Thank you for your patience and waiting.

Respectfully,

iWild Casino Representative

@CasinoGuru!

Please don't close the complaint yet. The first withdrawal failed due to technical reasons. I've now chosen a different method. Let's wait and see.

@CasinoGuru!

Bitte die Beschwerde noch nicht schließen. 1. Auszahlung wurde wegen technischen Gründen nicht durchgeführt. Jetzt habe ich eine andere Methode gewählt. Erst mal abwarten

Dear iWild Casino DE,

Thank you for sharing the good news!

Dear Sepp777,

Don’t worry - we won’t. I want to make sure your funds are fully available for withdrawal once the process is completed. Technical issues can happen, and in many cases they are beyond the casino’s control. I believe your withdrawal will be processed very soon.

Please keep me updated once it goes through.

Thank you!

Within the last 8 days, 4 withdrawals have been processed. There are always 3 withdrawals pending. It's incredibly frustrating. After such a long wait, I would have expected the $1,000 to be held daily, or at least paid out every day. As it stands, the payout will probably take until 2026.

Innerhalb 8 Tagen wurden jetzt 4 Auszahlungen bearbeitet. Es stehen immer 3 Auszahlungen auf wartend. Es ist sehr müßig. Nach der langen Wartezeit hätte ich erwartet, dass die 1k Dollar täglich aufgehoben werden oder zumindest jeden Tag auch die 1k Dollar ausgezahlt werden. So wird die Auszahlung wohl bis 2026 dauern

No improvement despite contacting support. A payout occurs every 2-3 days (which is better than no payout).

Keinerlei Besserung trotz Anfrage beim Support. Alle 2-3 Tage erfolgt eine Auszahlung (was besser ist als KEINE Auszahlung).

Update: Nothing has happened again for 10 days! No payout, no notification. They keep stalling me in the live chat. They ask for patience, etc.

Terrible

Nachtrag: Seit 10 Tagen passiert wieder einmal nichts! Keine Auszahlung, kein Hinweis. Im Livechat immer wieder hinhalten. Bitte um Geduld usw.

Schlimm

Dear iWild Casino,

Could you please clarify the current issues affecting withdrawals? Is there anything that can be done to improve the payout processing time?

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.

Dear Sepp777 and Casino Guru,

We apologize for a lengthy response. To provide a current update, the player's withdrawals are being processed within limits and constraints of payment processing companies. Working through the backlog of requests made during the middle of November by the player, the team has processed 6 out of 9 requests and is diligently working on the remaining three.

Respectfully,

iWild Casino Representative

Thank you for your reply! We expect approximately 30 more withdrawal requests. At this rate, it will take about a year for the funds to be paid out. Other casinos pay out within hours, and some even within minutes. It is unacceptable that nothing has happened for 13 business days (the oldest withdrawal request).

Danke für die Antwort! Es werden hier noch weitere ca. 30 Auszahlung Anfragen kommen. Mit dieser "Geschwindigkeit" dauert es ca 1 Jahr bis das Guthaben ausgezahlt worden ist. Andere Casinos zahlen in Stunden bzw einige in Minuten aus. Es ist nicht hinnehmbar, dass 13 Werktage (die älteste Auszahlung) nichts passiert.

Update. Now the last three withdrawals have been canceled due to "problems." There are also no withdrawal options available to me anymore. Card withdrawals aren't possible (I would have to make a deposit first). Two wallets are offered, which I don't have. I've now created a wallet and am trying to withdraw using that. Bank transfers aren't working...

Update. Jetzt sind die letzten 3 Auszahlungen wegen "Problemen" storniert worden. Auch gibt es jetzt keine Auszahlungsmöglichkeiten mehr für mich. Karte geht nicht (hier müsste ich zuerst eine Einzahlung machen). Es werden noch 2 Wallets angeboten, die ich nicht habe. Ich habe mir jetzt eine Wallet gemacht und probiere jetzt über diese auszuzahlen. Banküberweisung geht nicht...

Dear Sepp777 and Casino Guru,

We have noted that the latest withdrawal was declined by the payment provider. We are currently inquiring into the reasons of this.

Respectfully,

iWild Casino Representative.

Dear Sepp777 and Casino Guru,

It appears there is currently an ongoing issue with Jeton withdrawal method with player's credentials. We kindly ask the player to attempt a withdrawal with a different method, as there was another decline from the provider aftet today's attempt by the team.

Respectfully,

iWild Casino Representative.

Hello! A payout (bank transfer) arrived today. Since this payout method is available again, I canceled the token purchase and chose bank transfer again. I hope things run more smoothly now and that one payment is processed every day. That would make me very happy.

Hallo! Eine Auszahlung (Banküberweisung) ist heute angekommen. Da diese Auszahlungsmethode wieder verfügbar ist, habe ich heute die Jeton stoniert und wieder Banküberweisung gewählt. Ich hoffe, es läuft jetzt einfach besser und es wird jeden Tag EINE bearbeitet. Das würde mich sehr freuen

Update! Recently, the daily withdrawal limit of $1000 has been changed to a maximum of €500. This means that after 1.5 withdrawals, the limit of 3 pending withdrawals is reached. It's getting increasingly bizarre.

Update! Seit Neuestem kann man nicht mehr die täglichen 1000 Dollar auf eine Auszahlung beantragen, sondern maximal 500 Euro, so dass bei 1,5 Auszahlungen das Limit von 3 pending Auszahlungen erreicht ist. Es wird immer kurioser

Dear iWild Casino,

Could you please clarify why the player's maximum withdrawal limit was suddenly reduced during an ongoing withdrawal process?

Thank you.

Dear Sepp777 and Casino Guru,

Limits for individual transactions may change occasionally, based on allowances and requirements of payment processing partners and withdrawal methods chosen. Those fully depend on service bandwidth and limitations set by the processor. At the same time, the daily limit, outlined in our Terms, remains unchanged and identical for all methods and regions. As such, the actual withdrawal limit remains identical.

Respectfully,

iWild Casino Representative.

Dear iWild Casino.

Thanks for the quick reply.

The withdrawal limit hasn't changed. That much is clear. But if you now have to make the $1,000 withdrawal in two separate transactions, while the three pending withdrawals remain unchanged (because they're counted as two withdrawals), then it's obviously a huge problem. With a €500 daily limit, I still have to request 44 withdrawals. At the current processing speed, that will take until around June/July 2026 (unless some are canceled again). You probably realize yourself that this is taking far too long. If the €500 limit were paid out daily, or if multiple withdrawals were approved in a single day, then it would be somewhat manageable. Unfortunately, that's not happening.

Liebes iWild Casino.

Danke für die schnelle Antwort.

Das Auszahlungslimit hat sich nicht verändert. Das ist schon klar. Aber, wenn man jetzt die 1000 Dollar in 2 Auszahlungen machen muss, aber sich die 3 wartenden Auszahlungen nicht ändern (das wird nämlich als 2 Auszahlungen gezählt), dann ist es natürlich ein riesen Problem. Bei 500 Euro Limit am Tag, muss ich noch 44 Auszahlungen beantragen. Nach derzeitiger Geschwindigkeit der Bearbeitung wird das bis ca. Juni/Juli 2026 dauern (wenn nicht wieder einige storniert werden). Sie erkennen wohl selbst, dass dies zulange dauert. Wenn täglich auch die 500 Euro ausbezahlt werden würden oder auch einmal mehrere Auszahlungen an einem Tag genehmigt würden, dann würde es ja einigermaßen in Ordnung sein. Das passiert allerdings leider nicht.

Update:

Another payout on December 8th! Since then, radio silence again despite inquiries from support regarding the token. Bank withdrawals requested. 3 pending...

Update:

Wieder eine Auszahlung am 08.12.! Seitdem wieder einmal Funkstille trotz Nachfrage des Supports wegen Jeton. Auszahlungen auf Bank beantragt. 3 wartende...

Dear Sepp777 and Casino Guru,

As we see, several withdrawal requests using bank transfer have successfully worked lately, with three requests processed since last issue with the payment processor. We hope that this has resolved the issue with delayed payments and future requests will now be processed within expected timelines, outlined in our Terms.

Respectfully,

iWild Casino Representative.

Hello,

That's correct. It was paid out three times. According to the terms and conditions, the payment from December 10th should have been processed and paid out today.

Hallo,

das stimmt. Es wurde 3 x ausgezahlt. Nach den Geschäftsbedingungen müsste die Auszahlung vom 10.12. ja heute bearbeitet und ausgezahlt werden.

As expected, no payout has come through. Instead of $1000 DAILY, I can now only withdraw a maximum of $1000-$1500 WEEKLY. It's just not getting any better!

Wie zu erwarten war, ist natürlich keine Auszahlung abgekommen. Statt TÄGLICH 1000 Dollar, kann ich maximal WÖCHENTLICH zwischen 1000-1500 Dollar auszahlen. Es wird einfach nicht besser!

Dear iWild Casino!

Because of all the trouble I've had so far, it would be nice if:

7.15. At iWild, the general daily withdrawal limit for all players is $1,000 (One thousand) US Dollars (USD). For some players, higher withdrawal limits may apply. Any change to the withdrawal limit, including the possibility of removing the limit, is subject to individual agreement with the player's personal manager on the platform.

If I get higher limits. I really need the money now.

Update! No payment has been made again.

Liebes iWild Casino!

Aufgrund des ganzen Ärger, den ich bis jetzt gehabt habe, wäre es schön, wenn:

7.15. At iWild, the general daily withdrawal limit for all players is $1,000 (One thousand) US Dollars (USD). For some players, higher withdrawal limits may apply. Any change to the withdrawal limit, including the possibility of removing the limit, is subject to individual agreement with the player's personal manager on the platform.

Wenn ich höhere Limits bekomme. Ich bräuchte das Geld jetzt wirklich dringend.

Update! Es ist wieder nichts ausgezahlt worden

Dear iWild Casino DE,

I would kindly like to ask you to review the situation and take appropriate steps to improve the withdrawal processing pace so that it aligns with the stated limits. While we also hope that future withdrawals will be processed smoothly, both the player and our team would expect and appreciate a more proactive approach in this matter.

Thank you for your attention.