iWild Casino - Τα κέρδη του παίκτη καθυστερούν λόγω προβλημάτων επαλήθευσης.

Good evening, I played in this casino over the weekend, I managed to beat the rollover after many problems with crashes in the games, they disconnected me from the game account in the middle of the matches, at the time of the scarter the game crashing and I had to restart. I've already gone through all the steps by sending my documents, self with document, proof of residence, now I've received an email where they said that the verification has yet to be completed, it's all a lie, my account has already passed the verification, I'll send it as an attachment. After months of playing in the casinos, especially Rabidi, I've only had considerable losses. Now that I've managed to win something, it's not even 50% of what I've already deposited in the casinos, now they don't want to pay me...? Can you help me?

Boa noite, joguei nesse casino final de semana, consegui bater o rollover depois de muitos problemas de travamentos nos jogos, me desconectavam da conta do jogo no meio das partidas, na hora dos scarter o jogo travando e eu tinha que reiniciar. Pedi o levantamento de R$500 e me disseram que tenho que mandar uma foto do comprovante de depósito, já passei por todas as medidas enviando meus documentos, self com documento, comprovante de residência, agora recebi um e-mail onde eles disseram que falta concluir a verificação, tudo mentira, minha conta ja passou na verificação, vou enviar em anexo. Agora vem o desabafo, depois de meses jogando nos casinos principalmente da Rabidi só tive prejuízos e percas consideráveis, agora que eu consegui ganhar alguma coisa, não é nem 50% do que eu ja depositei nos casinos, agora não querem me pagar??? Será que vocês podem me ajudar???

Dear jozanctba75,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with iWild Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with the use of bonus or free spins?
• Do I understand correctly you have finished the wagering
• What documents have you already provided for the KYC?

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,

Katarina

Good morning, I accumulated my winnings with my money, because first our money is used for betting and then the bonus money comes in, but I did get a deposit bonus where I deposited R$150 and another R$150 bonus (Bonus that is frozen until you reach the betting goal 40x that amount). I sent my driver's license, took my self with document and an invoice of proof of residence and it was completed successfully, I did this before starting to play in this casino just to make sure that I would not face problems with this, I sent an attachment in the previous message proof that my account was verified, but I will send it again for you to review.

Yesterday they sent me an e-mail saying that they will contact me to carry out the final stage of the supposed verification, I am waiting for this e-mail and so far I have not received it, follow the attached print as well.

Bom dia, eu acumulei meus ganhos com meu dinheiro, por que primeiro é utilizado o nosso dinheiro nas apostas e depois que entra o dinheiro do bônus, porém eu ganhei bônus de depósito sim aonde depositei R$150 e mais R$150 de bônus (Bônus esse que fica congelado até você alcançar a meta de apostas 40x esse valor). Eu enviei minha carteira de motorista, tirei minha self com documento e uma fatura do comprovante de residência e foi concluído com êxito, fiz isso antes de começar a jogar nesse casino justamente para ter a certeza de que não enfrentaria problemas com isso, eu envie um anexo na msg anterior comprovante que minha conta foi verificada, mas vou enviar novamente para vocês analisarem.

Ontem eles me enviaram um e-mail dizendo que vão entrar em contato para realizar a etapa final da suposta verificação, estou aguardando esse e-mail e até o momento não recebi, segue a print em anexo também.

Good evening, unfortunately they did not make the payment, even with the account approved with all the documents, proof of address etc, they still asked for a screenshot of my bank account and a screenshot of my profile where my personal data such as e-mail, amount of my account etc, I think this is absurd, I have already contacted my bank about possible scams that they can do with this information.

Below is a printout of the emails requesting this information, is this the right thing to do?

Boa noite, infelizmente não fizeram o pagamento, mesmo com a conta aprovada com todos os documentos, comprovante de endereço etc, ainda pediram captura de tela da minha conta bancária e captura do meu perfil onde consta meus dados pessoais como e-mail, montante da minha conta etc, acho isso um absurdo, ja entrei em contato com meu banco para possíveis golpes que possam fazer com essas informações.

Segue print dos e-mails de solicitação de tais informações, isso é correto fazer?

You're all a specialized quarter, right, one more crook than the other!

Vocês são tudo uma quarta especializada né, um mais bandido que o outro!

Dear jozanctba75,

thank you for your messages and evidence supported.

I am uncertain as to the reason for your previous message however, I must request that you avoid using abusive language and maintain a professional and polite demeanor in your future communications..

Regarding the casinos request for an extra verification, 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 are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Submitting documentation such as bank account statements is a standard industry procedure. While I understand this request may raise privacy concerns, I advise complying with the casino's instructions and providing the requested documents.

Please advise whether you have submitted the required paperwork.

Looking forward to your reply.

Katarina

I did the whole verification process, but they didn't pay me, I canceled the withdrawal after a few days and decided to gamble everything and of course I lost.

Fiz todo o processo de verificação, porém não me pagaram, cancelei o saqui depois de dias e resolvi apostar tudo e é claro perdi.

Dear jozanctba75,

thank you for your message.

sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

I apologize for this outcome.

Katarina