iWild Casino - Spillerens udbetaling udskydes for gennemgang af fair play.

Good morning,

My iWild Casino account was fully verified, but after submitting a withdrawal request, the request was canceled with the message:

"Your bets are reviewed by the game provider to ensure fair play."

I would like to give the exact timeline:

August 18, 2025 – The casino requested account verification (KYC).

I sent all the documents the same day.

September 2, 2025 – the casino requested additional documents (screenshot of MiFinity account).

September 9, 2025 – the casino confirmed their acceptance.

September 24, 2025 – The casino requested an updated selfie with a receipt and the casino website in the background, which I immediately submitted as instructed.

October 3, 2025 – the account was marked as verified and I submitted a withdrawal request.

Today I noticed that the withdrawal was canceled with the aforementioned "fair play check" message.

I think waiting almost two months for a withdrawal is too long. I'm not a new player either - withdrawals were processed quickly in the past and I provided all the required documents to the casino a few years ago.

But in August, the casino changed: the interface now looks more modern, but since then, no withdrawals have been approved for me and the verification process keeps repeating itself.

I have also noticed that multiple players are reporting a similar problem here on Casino Guru.

I would therefore like to ask whether this procedure is common at online casinos.

I request that the casino either allow withdrawals when the account is verified, or at least provide a specific reason and an estimated time for the review to be completed.

Thank you in advance for your help and cooperation.

Best regards,

Miroslav

Dobrý den,

můj účet v kasinu iWild Casino byl plně ověřen, ale po zadání žádosti o výběr byla tato žádost zrušena se zprávou:

„Vaše sázky jsou přezkoumávány poskytovatelem her za účelem zajištění férové hry."

Rád bych uvedl přesný časový průběh:

18. srpna 2025 – kasino vyžádalo ověření účtu (KYC).

Všechny dokumenty jsem odeslal ještě tentýž den.

2. září 2025 – kasino požadovalo další dokumenty (screenshot MiFinity účtu).

9. září 2025 – kasino potvrdilo jejich přijetí.

24. září 2025 – kasino požadovalo aktualizovanou selfie s dokladem a webem kasina v pozadí, kterou jsem ihned odeslal podle instrukcí.

3. října 2025 – účet byl označen jako ověřený a zadal jsem žádost o výběr.

Dnes jsem si všiml, že výběr byl zrušen se zmíněnou zprávou o „kontrole férové hry".

Myslím, že čekat na výběr téměř dva měsíce je příliš dlouho. Nejsem navíc nový hráč – dříve byly výběry zpracovávány rychle a všechny požadované dokumenty jsem kasinu již před několika lety poskytl.

V srpnu ale došlo ke změně kasina: rozhraní nyní sice vypadá moderněji, ale od té doby mi nebyl schválen žádný výběr a proces ověřování se neustále opakuje.

Všiml jsem si také, že podobný problém zde na Casino Guru hlásí více hráčů.

Chtěl bych se proto zeptat, zda je tento postup u online kasin běžný.

Žádám, aby kasino buď výběr umožnilo, když je účet ověřený, nebo alespoň poskytlo konkrétní důvod a předpokládanou dobu dokončení přezkumu.

Děkuji předem za pomoc a spolupráci.

S pozdravem,

Miroslav

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 your complaint. I’m sorry to hear about your negative experience with iWild Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Hello, Tomas,

Thank you for your answer.

1️⃣ In the past, I have played various types of games at iWild - mainly slot machines, live games, card games, roulette and Game Shows.

There is no sports betting on iWild, but otherwise I have tried almost all available game types.

However, I haven't played any games since August 2025, when this verification process began.

If it's important, I can look at the account history and pinpoint specific games.

2️⃣ Regarding my current balance – it is not bonus funds.

I have received several free spins and bonuses in the past, but the current amount in my account comes solely from winnings from my own balance, not from a bonus or free spins.

Thank you in advance for any further steps and any help in resolving the situation.

Best regards,

Miroslav

Dobrý den, Tomáši,

děkuji za odpověď.

1️⃣ V minulosti jsem v iWild hrál různé typy her – především výherní automaty, živé hry, karetní hry, ruletu a Game Shows.

Na iWildu se nesází na sport, ale jinak jsem zkoušel téměř všechny dostupné typy her.

Od srpna 2025, kdy začal tento proces ověřování, jsem však už nehrál žádné hry.

Pokud je to důležité, mohu se podívat do historie účtu a upřesnit konkrétní hry.

2️⃣ Co se týče mého aktuálního zůstatku – nejde o bonusové prostředky.

V minulosti jsem sice obdržel několik free spinů a bonusů, ale současná částka na účtu pochází výhradně z výher z mého vlastního zůstatku, nikoliv z bonusu nebo free spinů.

Děkuji předem za další postup a případnou pomoc při řešení situace.

S pozdravem,

Miroslav

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 mprovod,

It's Michal again. I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite iWild Casino to join the conversation.

Dear iWild Casino,

I would appreciate it if you could clarify why the verification process for the player, prior to the withdrawal being processed, is taking an unusually long time once again. I was under the impression that improvements had been made in this area on your part, as we have discussed previously.

I look forward to your explanation of this matter and the measures you will take to speed up the process.

Should there be any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Dear Michal,

We have forwarded your request to the relevant department and are currently awaiting their review and decision regarding this player.

You will be notified immediately once an update or final response becomes available.

Thank you for your continued patience and understanding.

Respectfully,

iWild Casino Representative

Dear iWild Casino Representative,

I'm looking forward to the prompt action on your side to help advance this case in a positive direction.

Dear mprovod and Michal,

We received a response from the relevant department stating that your gaming session was reviewed by our team and the gaming provider. The review is now complete, and your funds are available for withdrawal.

Thank you for your patience and understanding.

Respectfully,

iWild Casino Representative

Good morning,

Thank you for the solution and information. Thank you very much to Michal for your help in solving the problems again.

The selection option is now actually displayed to me.

However, when I try to withdraw to my MiFinity account, I get the following message after confirmation:

"Failed to send. Something went wrong. Try again later."

I'll try again tomorrow and let you know if the selection was successfully sent.

Thank you and have a nice day,

Miroslav

Dobrý den,

děkuji za vyřízení a informaci. Michalovi moc děkuji za opětovnou pomoc při řešení problémů.

Možnost výběru se mi nyní skutečně zobrazuje.

Při pokusu o výběr na svůj účet MiFinity se mi ale po potvrzení zobrazuje hláška:

„Failed to send. Something went wrong. Try again later."

Zkusím to znovu zítra a dám zde vědět, zda se výběr podařil odeslat.

Děkuji a přeji hezký den,

Miroslav

Thank you for the positive update, iWild Casino Representative.

Dear mprovod,

Certainly, please feel free to keep me updated. It is possible that there was merely a temporary error with Myfinity, and it may function normally shortly.

Good morning,

I would like to inform you that unfortunately the problem still persists.

I received an email confirmation from the casino that the game provider review was complete, but I still get the following error when I try to make a withdrawal:

"Failed to send. Something went wrong. Try again later."

I have tried withdrawing both to my MiFinity account and directly to my bank account, but the same error appears in both cases.

So it seems that the problem will not be on MiFinity's side, but directly in the casino's system.

Thank you in advance for checking the situation.

Best regards,

Miroslav

Dobrý den,

chtěl bych informovat, že problém bohužel stále přetrvává.

Z kasina jsem obdržel emailem potvrzení, že kontrola poskytovatele her byla dokončena, ale při pokusu o výběr se mi stále zobrazuje chyba:

„Failed to send. Something went wrong. Try again later."

Zkoušel jsem výběr jak na svůj účet MiFinity, tak i přímo na bankovní účet, ale v obou případech se objevuje stejná chyba.

Zdá se tedy, že problém nebude na straně MiFinity, ale přímo v systému kasina.

Děkuji předem za prověření situace.

S pozdravem,

Miroslav

Dear iWild Casino Representative.

Can you please look into this and let us know what the issue might be?

Dear mprovod,

We've verified the information you provided. There are no obstacles on our end preventing you from submitting a withdrawal request. Please try to follow these steps to fix this:

-Clear the cache and cookies of your browser

-Ensure that your browser is updated

-Try to log in with another browser or device

If this doesn't help, please come back for further assistance. We can also recommend using a different payment method to create a withdrawal request.

Respectfully,

iWild Casino Representative

Good morning,

thank you for the reply and recommendation.

I tried logging in from another computer and the selection was successfully submitted this time.

As soon as I receive the payment, I will let you know here and confirm that everything is in order.

Best regards,

Miroslav

Dobrý den,

děkuji za odpověď a doporučení.

Vyzkoušel jsem přihlášení z jiného počítače a výběr se tentokrát podařilo odeslat.

Jakmile platbu obdržím, dám zde vědět a potvrdím, že je vše v pořádku.

S pozdravem,

Miroslav

Dear mprovod,

Thank you for the update. I've got my fingers crossed that all goes normally this time.

I'm looking forward to your feedback.

Good morning,

I would like to provide a brief update.

Unfortunately, the withdrawal I submitted to my MiFinity account was canceled, even though I am sure I entered the details correctly.

I have now tried withdrawing directly to my bank account - it is currently in the "waiting for processing" status.

I hope everything goes well this time and I will let you know here as soon as I receive the payment.

Best regards,

Miroslav

Dobrý den,

chtěl bych poskytnout krátkou aktualizaci.

Výběr, který jsem odeslal na svůj účet MiFinity, byl bohužel zrušen, i když jsem si jistý, že údaje jsem zadal správně.

Nyní jsem zkusil výběr přímo na bankovní účet – aktuálně je ve stavu „čeká na zpracování".

Doufám, že tentokrát proběhne vše v pořádku a jakmile platbu obdržím, dám zde vědět.

S pozdravem,

Miroslav

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

Dear mprovod,

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,

Michal

Casino Guru