iWild Casino - Η ανάληψη του παίκτη καθυστέρησε.

Dear Casino Guru Team,

I would like to fill a complain against iWild Casino for not following their Terms and Conditions accordingly regarding the Withdraw limits.

Yesterday i had an email related to the verification of my preffered payment method and I immediately sent the necessary documents and this morning my account was fully verified. I had 3 pending withdraws each for 400 as per the transaction limitation stated in point 9.2 of the casino T&C . My requests were submitted this morning after the full verification of the account with few seconds delay between each other but the casino fullfilled only one withdraw. When they initially rejected my withdraws they rejected the amount of 1200 which combines all of the 3 withdraws as per the 24 hours limit.

It seems that the 24 hours limit works only on Paper but when it comes to payments the casino isn't following their T&C as they should.

My account is Level 2 VIP which means i am allowed to withdraw 2500 Euros per month or 1200 per 24 hours as stated in T&C.

I am using neteller as a withdraw payment system and they do not have limitation of 400 per 24 hours. (I use them often, my account is verified and i do not have limit for the money i can receive)

Please for your support and the support of iWildCasino to sort this up and provide me with an adequate explanation why the casino is not following up their T&C and for them to provide me with an adequate payment schedule.

Most of the bets are made as 5 or 10 euros per bet on Slot games and i didn't used any kind of bonus (deposit nor no deposit).

Based on my bad experience with another project of Altakore N.V. i wouldn't even bother to contact their so called Customer Support because they are unable to provide any adequate information and forwards everything to the KYC department which only responds to account verification emails.

As end of the complaint, i don't want to push iWildCasino to change their T&C , or to speed up my withdraws. I want them simply to obey and follow their own T&C and if it's stated that 1200 euros can be withdrawn, then 1200 euros have to be paid each 24 hours up to the monthly limit of the account.

Dear Beh1nd,

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

Dear Kristina,

Thanks for your reply.

My complain is related to the casino not following their T&C. As they stated in 9.2 article the 24 hours withdraw limit is 1200 euros but they paid only 400. I have received that amount of 400 in my neteller account but it's just frustrating .

I'm simply asking for them to follow their T&C and provide an adequate payment schedule. There's no need to speed up things.

As i have checked some other complains from other users it seems my case is not isolated one.

Little update.

The casino finally provided me with payment schedule after sending several emails.

The good thing is that i will get my money, the bad thing is that it is extremely slow, 400 per 3-4 days...

Unfortunately this again does not comply with their T&C where it's stated completely different payment schedule. The only statement they have is that they may postpone due to an additional verification which is not my case because my account is fully verified (ID, Selfie, Payment, Address, etc).

I'm using NETELLER which means withdrawals are comming as soon as they are completed by the casino.. I believe the casino is intentionally delaying withdraws... How come 2 payments with similar ID (Example : ****29 and ****30) submitted within 10 seconds can have a 4 days difference for completion. As i have stated before, my account is VIP Silver (Level 2) , They have not stated anywhere delaying of payments due to an account level or something like that.

Thank you very much for your reply, Beh1nd. Do I understand correctly that the first installment has already been received? If possible, please post here a screenshot of your withdrawal history.

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thanks Kristina,

I have sent you all of what i have via email.

As i stated in the email there isn't much communication with them.

Live Support is forwarding everything to KYC, KYC isn't responding much unless it's a withdrawal rejection or account verification.

I ask them for payment schedule, they respond few days later after sending a reminder.

While stated in their T&C for the daily limit of 1200 they put ridiculous dates and approve only 400 with a huge delay between the payments .

One withdraw was approved on 20.07, the other one on 24.07 , the next one is planned for 1st of August...

I simply insist to withdraw all my winings in a fair timeframe... this will take months and it's frustrating.

I have 1200 EUR currently pending and another 3000 in balance (No bonuses used)

Thanks.

Thank you very much, Beh1nd, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Beh1nd,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear iWild Casino,

Could you please explain why the payouts for the player have been decreased to as low as 400 EUR per day?

Thank you.

Kind regards,

Tomas

Hello Tomas,

Thank you for joining the case and i am truly sorry that we have to deal with this.

Just to mention again that my account level is VIP Silver. As per the VIP system i am allowed to withdraw 2500 euro monthly but there is no daily limitation stated in that section.

Also we have to understand and consider that Account Status (Active, Inactive, Banned, Blocked, Suspicious, etc.) and Account Level (0,1,2, etc.) are two completely different things... and as per T&C of the casino it is not clearly stated at all and have a multiple meanings of what Account Status should be considered as.

Also we have to consider that there is no statement in the Terms and Conditions nor the Bonus Terms related to the VIP system and they do not give hints and any other information in advance for any possible additional limitations related to withdrawals.

If the approvals from their side were daily that would be acceptable and i wouldn't complain but 4 days to approve only one pending transaction for total of 400 were the daily limit is 1200... this is just unfair and can be considered as intentionally delaying. The common limit is 24 hours after the initialisation of the withdrawal from the customer account, if the casino is overwhelmed it's up to 48 max 72 hours, but 96 hours.... that is too much... and i am allowed to submit only 3 concurent withdrawals... Imagine how long and how often i have to revisit my account to submit new withdrawal, to submit another payment schedule request to KYC and wait another 72 to 96 hours just to receive any useful information from the casino (if they ever respond), while some of the transactions could be approved and then i have to repeat this over and over for more than few months each day...

In the end i can say that i was trying to avoid submiting a complaint as much as i could but the way the casino treats it's players it's unfair and unfriendly. The whole process is time consuming, unfair, frustrating and not acceptable at all.

As an update to the disputed amount it is 4200 (1200 pending and 3000 in balance) as of today 31.07.2023

Hello,

All of the sudden the 1200 that were pending were approved all together.

Dear Tomas,

I have provided you with screenshots by email.

I would like to ask from the iWild Casino to provide me with a new payment schedule for the currently pending withdrawal of 1200 and eventually with information when i will be able to withdraw the remaining 1800 in my balance.

Thank you in advance.

Dear Beh1nd, thank you for updating us on the situation.

Please keep us informed of any further developments while we await a response from the casino.

Kind regards,

Tomas

Hello Tomas,

Thanks for the support.

We shall wait for the casino to reply.

Hello,

Another batch of 1200 euros were approved today from the casino.

I believe there's no point to keep this complaint as the casino started to fullfil it's obligation towards me.

Dear Beh1nd,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas