iWild Casino - Der Spieler muss aufgrund fehlender Dokumente mit Verzögerungen bei der Auszahlung rechnen.

I have been dealing with the KYC department at Iwild now for 3 weeks going back and forth with documents. I have provided them with a face picture next to my passport and their website, bank card details and bank statements.

they are now saying I need to provide them with a bank statement that also has my card details on it. Australian bank statements do not have card details on statements they only provide BSB and ACC numbers which I have explained. They simply say there is no alternative and if I don’t provide this information I cannot go forward.

I have tried to explain to them this is an impossible thing to get and to offer alternative options but they say they will not offer alternatives.

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.

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Dear Claytonarnez1992,

Thank you very much for submitting your complaint. I’m sorry to hear about the player’s problem regarding the KYC process with Iwild Casino.

To assist you better and to understand the situation in detail, could you please provide answers to the following questions?

• Do I understand correctly that the only thing missing for your verification to be approved in the bank statement that has your card details?
• Is the card that you used a virtual card? Are you still using this virtual card?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?
• Have you accumulated your winnings with or without an active bonus?
• Could you please send the same bank statement that you sent to the casino? You can send it to jean.s@casino.guru.

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

Best regards,

Jean

Dear Claytonarnez1992,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru