iWild Casino - A retirada do jogador é atrasada e os fundos são retidos.

Dear Casino Guru Team,

I would like to raise a formal complaint regarding my withdrawal issue with iWild Casino.

I deposited funds directly from my Skrill account and played without accepting any bonuses.

On July 23, 2025, I won and later submitted withdrawal requests.

Since Skrill is no longer available for withdrawals, I was required to use my credit card instead.

Before processing, the casino asked me to complete KYC verification again, even though I was already verified.

As part of the new KYC procedure, I was asked to provide:

A picture of my ID.

A photo of myself holding the ID.

A utility bill for address verification.

A photo of the front and back of my payment card (with only the first and last 4 digits visible, CVV hidden).

I submitted all requested documents. Shortly after, I received a message from KYC confirming:

"We are glad to inform you that the provided documents are enough for your current verification status and no additional documents are required at the moment, feel free to play and enjoy our games."

After receiving this confirmation, I submitted a €840 withdrawal request to my verified card.

However:

After 48 hours, my withdrawal was canceled by iWild Casino — without any email notification.

When I contacted live support, I was told:

"It appears that the withdrawal was canceled by the payment provider. Please feel free to recreate the withdrawal request."

When I tried again, the withdrawal option was blocked with the message:

"Withdrawal isn’t possible. Your previous bets are being reviewed by the game or sport provider to ensure fair play. You can withdraw again once review is completed."

When I contacted support again, they informed me:

"Your previous bets are currently under review by the game or sports provider to ensure fair play. You will be able to withdraw again once the review is complete."

When I asked for a timeframe, I was told:

"Unfortunately, we are unable to provide an ETA at this moment. You will receive a notification once the provider’s check is complete."

This means that:

My account is fully verified.

I deposited via Skrill and attempted withdrawals via my verified credit card.

I followed every KYC requirement, including providing sensitive financial documents.

Yet my withdrawals (total balance €2,985) are being withheld indefinitely, without any clear explanation or timeline.

At this point, it looks like iWild Casino is deliberately delaying payments. While they allow me to continue playing, they do not allow me to withdraw my winnings.

I kindly request Casino Guru’s assistance in ensuring iWild Casino processes my rightful withdrawal of €2,985 without further unnecessary delays.

I have full proof, including:

Screenshots of the withdrawal cancellation.

Copies of KYC messages confirming verification.

Chat transcripts with customer support.

Thank you for your support.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Did you make a verification deposit using your credit card before requesting the withdrawal to that card?

Could you also specify which games you were playing when you accumulated the winnings?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dominika,

I have sent the transcripts from live chat to your email.

Please find the answer to your questions below.

Have you made any successful withdrawals before?  

Yes, several with Skrill.

Did you accumulate your winnings with or without an active bonus?  

No, I did not use an active bonus.

Did you make a verification deposit using your credit card before requesting the withdrawal to that card?  

No, I made my deposits through Skrill. However, due to maintenance at the casino, there is no longer an option to withdraw the money via Skrill. whats why i use the credit card option.

Could you also specify which games you were playing when you accumulated the winnings?  

I play Slot game "Money Stacks"

Dear player, have you received any updates from the casino regarding the ongoing review of your previous bets. Have they provided any further information or indication of how long this process might take?

Dear Casino Guru Team,

Thank you for following up. Unfortunately, I have not received any further updates from iWild Casino either through Casino Guru or via email. The casino has not provided me with any clear timeframe for completing the so-called provider’s review of my bets.

As of today, it has already been over a month since my withdrawal request on July 23, 2025, and I still cannot access my winnings of €2,985. The lack of communication and indefinite delays are very concerning, especially given that my KYC verification was confirmed successfully weeks ago.

I kindly ask for your continued assistance in ensuring that iWild Casino resolves this matter promptly and processes my withdrawal without further unjustified postponements.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear User413211,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite iWild Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear User413211 and Casino Guru,

Thank you for bringing this concern to our attention. The player has earlier contacted us via a different resolution platform, so we would like to also provide a current update to the player here.

We would like to note that a provider check is not related to account verification, which has been completed successfully. It is a separate security-related process, which might occur separately from verification. Since provider check was not initiated during or before your verification, the timeline would not apply to it, since the timeframe we note in our Terms is required to complete the review itself.

The session checks are performed randomly for any verification request at iWild automatically. If any mark of a potential unusual activity is tagged by automatics, the provider check can be initiated, which has happened in this case.

We would like to point out that the session and provider check by themselves are in no way accusatory towards the player as false positives are always possible. When the player's session is reviewed and cleared within noted timeframes, the funds will be available for withdrawal immediately.

Usually it takes around 14 working days, which is expected during next week. At the same time, since the review is manual, the factual timeline may deviate a bit on either end. We will in no way delay the withdrawal restriction and it will be lifted as soon as the check is finished.

Respectfully,

iWild Casino Representative.

Thank you iWild Casino Team for information.

Please as soon as you receive some news from the provider, let us know.

Dear User413211 and Casino Guru,

We are glad to inform the player that the session was checked by the provider's anti-fraud team and no abnormalities have been found. As such, the check is completed and withdrawal restriction is lifted.

Respectfully,

iWild Casino Representative.

Dear AskGamblers Team,

I noticed the withdrawal restriction on my iWild account was lifted. I submitted three withdrawal requests of €800 each. Since the Skrill option is no longer available, the casino does not let me withdraw directly through Skrill, even though I have successfully used this method before. Instead, I had to select the card option and enter my Skrill card details.

Since direct Skrill withdrawals are no longer available, I used the card option with my Skrill card details. Could you please confirm that my pending withdrawals will be processed successfully this way and that I will receive all of my funds without further issues?

If the card option does not work, please advise which alternative withdrawal methods you can provide so I can receive my winnings without any additional verification or unnecessary waiting time.

For now, I will wait and see if the casino sends all the money to my account, and will update you as soon as I know more.

Thank you,

Dear iWild Casino & Casino Guru,

I would like to update you that I have now found the Skrill withdrawal option available again in my account. I submitted a €800 withdrawal request through Skrill and will wait to see if it is processed successfully.

I will update you shortly once I have confirmation of the result.

Thank you very much both of you for cooperation!

Dear User413211,

please keep me updated how it is going with the withdrawals.

Thank you in advance

Dear Casino Guru,

I appreciate your support. I have already received €1,650 from my withdrawals and have submitted additional withdrawal requests for the remaining balance. As soon as I receive the full amount, I will update you immediately.

It has been very difficult to wait almost two months to access my rightful winnings, but I am hopeful the process will now be completed without further delays.

Dear User413211 and Casino Guru,

One of the player's new withdrawal requests has been processed successfully by the financial team earlier today. At the moment, we are working on the last request. We have also noted that player currently has balance leftover remaining. If they wish to withdraw their balance fully, we kindly ask the player to combine the remaining funds with their remaining withdrawal requests to receive them quicker than with two separate transactions.

Respectfully,

iWild Casino Representative.

Dear User413211 and Casino Guru,

We wish to update the player that all their withdrawals have now been completed fully and successfully. We thank the player for their cooperation.

Respectfully,

iWild Casino Representative.

Wonderful!

Thank you iWild Casino for the update!

Dear User413211

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

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

Dear User413211,

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,

Martina