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hello I opened an account and needed to verify my account by submitting the required documents in order to make a withdrawal. I submitted the documents and my account was verified so I proceeded with the withdrawal. I then got an email from KYC saying they require additional information including a screenshot of my banking institution details on my online banking profile (transit, account number, etc) I replied saying that my banks online platform does not have that information visible so I went to my bank to get a copy of that information and sent it that way instead. They responded saying that they don’t accept bank statements and need a screenshot of the information from my online banking. Which is not possible. I have $3200 waiting to withdrawal.

Dear farrenmather,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 take KYC lightly.

• Could you please explain which information is displayed in your bank application on desktop or mobile?
• Have you used a bank transfer to deposit in the casino?
• Could you please forward your correspondence with the casino regarding the issue to my email at tomas@casino.guru?

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

Best regards,

Tomas

Hello,

my online banking has my account and the account number but it does not have the specific screen they are requesting that has my address details and the bank institution, transit and account numbers as they requested.

I have only done etransfer through my email and do not require a bank transfer.

Additionally, I sent them the requested information but it was a print out that I had to go into the bank to get. I have forwarded you the correspondence between us.

Thank you for your help with this.

I just want to confirm that you received my email correspondence and the information you requested?

thank you

Thanks for your email.

Have you submitted a screenshot from your banking application, even if it didn't contain all the information the casino requested?

Yes, I sent screenshots of my online profile and a screenshot of my online bank statement.

Thank you very much, farrenmather, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi farrenmather,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear iWild Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received the documents from the player? Are the any other options to verify the player's payment method if they claim it's impossible to provide you with the requested screenshot of their banking app?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Casino Guru and farrenmather,

The verification process for your account is currently underway. As part of our regulatory obligations, we have requested specific documentation from you to complete this process.

We will dispatch a subsequent email containing the necessary documents for your verification process.

Additionally, we will liaise with our financial department to find an alternative solution for the unattainable screenshot from your online banking.

We apologize for any inconvenience this may cause and appreciate your cooperation in this matter.

Thank you, iWild Casino Representative

Thank you for the reply, iWild Casino.

Dear farrenmather, could you please specify what other specific documents were requested from you and if you have already provided them?

Dear farrenmather,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.