iWild Casino - Вывод выигрыша игрока задерживается.

Good morning

Dear guru, I am writing to request your help, as this case has me in an infinite loop to generate my payment. After making the withdrawal request, after a week they return the funds and ask me for KYC. Perfect, I send the documentation as requested, my document clear and the photo well taken, my image with my ID facing forward next to their website, all of good quality as requested, but after another week of waiting they tell me to send my document with the selfie, which I already sent.

This is clearly an attempted scam. I submitted everything for KYC approval, but they're blocking it so I can't withdraw my profits.

I kindly request your assistance in ensuring this casino fulfills its obligations. I simply want to be paid the money I won legally.

Buenos días

estimado gurú , les escribo para solicitar su ayuda , debido a que este caso me tiene en un loop infinito para generar mi pago , después de hacer la solicitud de retirar después de una semana me devuelven los fondos y me piden el kyc, perfecto , envío la documentación tal como la piden , mi documento claro y bien tomada la foto , mi imagen con mi id de frente junto a su sitio web , todo de buena calidad como lo solicitan , pero después de otra semana esperando me dicen que envíe mi documento con la selfie cosa que ya envié.

claramente esto ya es un intento de estafa, envié todo para que aprueben el kyc pero lo evitan para que no pueda retirar mis ganancia

les pido por favor su cordial ayuda para que este casino cumpla . Solo quiero que me paguen mi dinero ganando legalmente

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ClessCL,

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

Hello, the problem is that my account hasn't been verified. As you can see from the emails, I've sent all my documents and they keep asking for them again. My complaint is that they don't want to verify my account. Can you please help me?

Hola , el problema es que no se ha verificado mi cuenta , como se ve en los correos he enviado todos mis documentos y los vuelven a solicitar , mi queja es porque no quieren verificar mi cuenta , me pueden ayudar por favor ?

Dear ClessCL and Casino Guru,

The player is, indeed, currently undergoing a standard KYC verification. We wish to remind the player that all KYC-related communication is to be sent directly to the KYC team at [email protected] as advised. Providing documentation to support email address may delay the process or cause loss of documentation. This information is also relayed to the player via email communication with support team.

As for the provided documentation, the selfie is to conform to the following details, as outlined to the player:

Your full face is fully seen 

All information on your ID document is clearly readable

Our website is visible in the background

If one of those conditions is not met, a repeat request is made until the player is able to provide satisfactory documentation. The KYC department is also highlighting the crucial parts of the requirements for ease of understanding.

Following the latest clarification from the KYC team, the player has sent a new selfie approximately 3 hours ago, which has now been accepted by the team. As a part of the standard process, additional financial documentation has been requested from the player to complete the procedure. The request has been sent to the player's email inbox.

Respecftully,

iWild Casino Representative.

I already sent the financial documentation, thank you

Ya envié la documentación financiera , gracias

How much longer do I have to wait? I've already sent the requested documents from my bank. How is it possible that a simple validation and payments are taking so long at this casino?

I wonder

Why does Guru continue to promote casinos with such poor anti-player policies as Iwild?

Cuanto más debo esperar , ya envié los documentos solicitados de mi banco , como es posible que una simple validación y los pagos se demoren tantos en este casino ?

me pregunto

por que guru sigue promocionando estos casinos con tan malas políticas anti jugador como Iwild?

I’m sorry to hear about your negative experience, ClessCL.

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 several days to complete this thorough process.

• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Could you please forward all relevant correspondence between you and the casino to [email protected] regarding KYC verification? Please forward the complete email threads, not screenshots.

Thank you in advance for your reply.

Dear ClessCL and Casino Guru,

To provide an update to the player's concern, we can currently see that all documentation has been accepted and their verification was completed earlier. As such, there are currently no restrictions on the player's account.

Respecftully,

iWild Casino Representative.

Hi Jean

After a few weeks they validated my KYC, at this moment I made the withdrawal request, I will wait for this to be processed (hopefully quickly) and with that I will confirm, for now I don't have the money in my account, but it is true that I already passed the KYC.

Thank you

hola Jean

Después de algunas semanas validaron mi KYC, en este momento realice la solicitud de retiro, esperare que se procese esto (ojala expeditamente) y con eso confirmo, por ahora el dinero no lo tengo en mi cuenta, pero si es verdad que ya pase el kyc.

Gracias

Dear ClessCL and Casino Guru,

iWild has attempted to process the player's requests earlier today. Unfortunately, we have received a HTTP 400 error from our processing partner. In such cases, this usually indicates an incorrectly added information in one of the fields, as per their information. As such, we kindly ask the player to either re-create the request, ensuring correct data is entered, or use an alternative payment method, among those available to them.

Respecftully,

iWild Casino Representative.

There's an error on your end; the casino won't let me add a checking account, only a savings account. This is outrageous! It won't even let me add the bank name or a code with a few digits. I don't know what else to add or where to send my money, since the fields enabled for electronic transfer are fewer than what's typically used for this type of payment. I need you to tell me how I can send the correct information so I can withdraw my winnings.

My details are correct; but it's very possible that since they only let me add a long Swift code and don't allow me to configure the current account, I failed.

I hope for a prompt solution

Aquí hay un error por su parte , el casino no me deja agregar una cuenta corriente , solo permite crear una cuenta de ahorro , esto ya es el colmo , ni siquiera me deja agregar el nombre del banco o un código de menso dígitos , no sé qué más agregar o donde para que me puedan dar mi dinero , ya que los campos habilitados para la transferencia electrónica son menos de los que se utilizan para este tipo de pago, necesito que me informen cómo puedo enviar los dados que corresponden para que pueda sacar mi dinero.

Mis datos están bien ; pero muy posible como solo me dejen agregar un código Swift largo y no me permitan configurar la cuenta corriente fallé

espero una pronta solución

Another day goes by and they reject my withdrawal again, without warning, without any information on the website or anything, they just reject it and nobody says why. All my bank details are correct; in fact, they asked me for my bank statement to confirm the account.

Now they asked me to make a deposit via Neteller to link an account to Neteller and receive payment through that method (I already did it and now I requested the money here), back to waiting several days for these people to deign to respond to me.

GURU, I need your help with this. Who else can I escalate this attempted scam by IWILD to? They're doing too much to avoid returning the money, and I'm already under too much stress.

Please provide your prompt assistance.

otro día mas y me vuelven a rechazar el retiro, sin aviso, sin información en el sitio web ni nada, solo lo rechazan y nadie dice por que. Todos mis datos bancarios están correctos, de hecho ellos me pidieron mi cartola bancaria para confirmar la cuenta.

Ahora me pidieron hacer un deposito por neteller para asociar una cuenta a neteller y que me hagan el pago por ese medio (ya lo hice y ahora solicite el dinero por aqui), de vuelta a esperar varios dias a que estas personas se dignen a responderme.

GURU necesito su ayuda con esto, a quien mas puedo escalar este intento de estafa por parte de IWILD, es demasiado lo que hacen para no entregar el dinero y ya es demasiado el estrés que tengo.

Por favor su pronta ayuda.

Dear ClessCL and Casino Guru,

Unfortunately, the aforementioned error persists for player's withdrawals via PayPlanet transfer. As other player continue receiving their withdrawals normally using this provider, we are unable to find any major issues on our end. When contacted iWild's support team has, once again, suggested an alternative method for the player, in this case, Neteller. We can confirm that the player has placed two withdrawals using this method which have been successfully completed by the team today. The player is welcome to place the remaining funds for withdrawal using the same method, as it seems to be working better for the player.

Respecftully,

iWild Casino Representative.

Dear ClessCL and Casino Guru,

We are happy to confirm that the player has successfully withdrawn the remaining funds from their balance. Currently, there are no further pending withdrawals remaining and the player's balance is empty. We thank the player for their cooperation during this time.

Respecftully,

iWild Casino Representative.

Thanks Guru for the space, as it has helped speed things up. After several weeks, I have my money back. With this, I will proceed to close my account at this casino and never return. I hope that you, as a reliable platform, will also stop promoting this type of casino that tries to profit from players' gambling addiction by using delays in KYC, withdrawal limits, and other anti-player policies that cause players to lose all their money before they can withdraw.

Please close this case

greetings

Gracias Gurú por el espacio ya que ha servido para acelerar esto , después de varias semanas tengo mi dinero, con esto procedo a cerrar mi cuenta en este casino para no volver , espero que también Uds como plataforma confiable dejen promocionar este tipo de casino que intentan a través de la ludopatia de los jugadores ganar más dinero del que ya ganan , con retrasos en el kyc , límites de reintegro y otras políticas anti jugador que hacen que pierdan todo su dinero antes de poder retirar.

por favor cerrar este caso

saludos

Dear iWild Casino,

Thank you for your cooperation.

Dear ClessCL,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jean

Casino.Guru