iWild Casino DE - Die Auszahlung des Spielers verzögert sich und wird blockiert.

Hello CasinoGuru team,

I request assistance with an outstanding payment that has been delayed for several weeks without a clear explanation or a comprehensible timetable.

On November 16th, I won $2,497. The payout was subsequently suspended because, according to the casino, my bets are currently being reviewed for "fairness." This review has now been ongoing for approximately three weeks, without me receiving any concrete results, a comprehensible explanation, or a binding timeframe.

In my view, such a long delay is unacceptable, especially since I am cooperating and providing all necessary information. I therefore request a review of the case and clarification as to why the payment remains blocked and when I can expect it to be released and paid out.

Attached is a reply that I have already received from support 5 to 6 times.

Thank you in advance for your support.

Best regards

Hallo CasinoGuru-Team,

ich bitte um Unterstützung bei einer ausstehenden Auszahlung, die seit mehreren Wochen ohne klare Begründung bzw. ohne nachvollziehbaren Zeitplan verzögert wird.

Am 16.11. habe ich einen Betrag von 2.497 USD gewonnen. Die Auszahlung wurde anschließend angehalten, da meine Einsätze laut Casino derzeit auf „Fairness" überprüft werden. Diese Prüfung läuft nun seit circa drei Wochen, ohne dass ich ein konkretes Ergebnis, eine nachvollziehbare Begründung oder einen verbindlichen Zeitrahmen erhalten habe.

Aus meiner Sicht ist eine derart lange Verzögerung nicht angemessen, zumal ich kooperativ bin und alle erforderlichen Informationen bereitstelle. Ich bitte daher um Prüfung des Falls und um eine Klärung, warum die Auszahlung weiterhin blockiert wird und wann konkret mit einer Freigabe bzw. Auszahlung zu rechnen ist.

Im Anhang befindet sich eine Antwort die ich bis jetzt schon 5 bis 6 mal von dem Support bekommen habe.

Vielen Dank im Voraus für eure Unterstützung.

Mit freundlichen Grüßen

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Could you please specify if you passed the full KYC verification?
• What types of games did you play to accumulate your winnings?
• Did you play with or without an active bonus?

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

Best regards

Veronika

Good afternoon Veronika,

Thank you for your support

I haven't made any withdrawals from the casino yet.

I have successfully passed KYC.

I played Le Bandit from Hacksaw, or rather the Le Bandit series.

I deposited using a bonus, but the real money and bonus balance were separate, and I won with the real money and then removed the unused bonus.

Best regards

Phil W.

Guten Tag Veronika,

vielen Dank für ihre Unterstützung

ich habe bis jetzt noch keine Auszahlung bei dem Casino getätigt

KYC habe ich erfolgreich bestanden

Ich habe von Hacksaw Le Bandit gespielt bzw die Le Bandit Serie

Ich habe mit Bonus eingezahlt aber es war Echtgeld und Bonusguthaben getrennt und ich habe mit dem Echtgeld gewonnen und im Anschluss den unbenutzten Bonus entfernt.

Mit freundlichen Grüßen

Phil W.

Dear philwinterr and Casino Guru,

Thank you for contacting us with this concern. The player was undergoing the Provider Check, a routine procedure outlined in our Terms:

2.2.3. The duration of the verification process during the "Provider's Check" stage depends on the individual circumstances of the User's request and may take at least 7 days. 

The check was completed by the provider on December 17th and the player was informed at that time. Since then, several withdrawal requests were placed, with the first one successfully processed yesterday. We thank the player for their patience during this process!

Respectfully,

iWild Casino Representative.

Thank you so much for the great cooperation and for resolving everything so far. The payment requests have now been submitted, and hopefully they'll go through as quickly as the first one 🙂

Best regards

Phil W.

Vielen Dank für das gute zusammenarbeiten und das wir soweit alles klären konnten. Jetzt sind die Zahlungsanträge gestellt und vielleicht gehen sie ja so schnell durch wie der erste 🙂

Mit freundlichen Grüßen

Phil W.

Dear iWild Casino Representative,

Thank you for reaching out to us and providing us with more information regarding the player's case.

Dear philwinterr,

I'm glad to hear that your account has been verified. Please let me know once you receive your winnings.

Good afternoon Veronika,

So far I've received two payouts, both of which were processed within 24 hours. The other three have been waiting for three days.

Best regards

Phil W.

Guten Tag Veronika,

Bis jetzt habe ich zwei Auszahlungen bekommen die auch jeweils innerhalb von 24 Stunden ausgezahlt wurden. Die anderen drei warten seit 3 Tagen.

Mit freundlichen Grüßen

Phil W.

Dear philwinterr and Casino Guru,

To provide an update, the latest withdrawal was processed by the team earlier today. At this moment, one request is remaining, which the financial department is working on.

Respectfully,

iWild Casino Representative.

Dear philwinterr and Casino Guru,

As an additional update, the final withdrawal has been processed by the team fully. At the moment, no other requests remain and there are no funds on the player's balance.

We thank the player for their patience during this time!

Respectfully,

iWild Casino Representative.

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

Dear philwinterr,

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