The player from Ukraine submitted documents for KYC on June 13, but the verification process was still pending and funds remained unpaid as of June 17. The player had not received any response from the casino for over a day and was uncertain about the next steps. The account was eventually verified, and the money was paid. The complaint was marked as resolved by us after receiving confirmation from the player.
Wild.io Casino - Player’s KYC verification delayed.
Amount: 1,688 ₮
Wild.io Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
On June 13, they requested documents for passing KYC. An hour later, all documents were uploaded to the site. It’s already the 17th, they haven’t checked anything and they haven’t paid the money; they haven’t responded to the post office for more than a day. They have no limit on the period for checking documents, so I don’t know what to do in this situation. Obviously, 4 days is enough to view photos
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1 month ago
Dear chelkakoy,
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 and it might take a few working days to complete this thorough process.
Therefore, I would recommend that we give the casino a few more days so that they have enough time to review your documents. If there is no development within a week, please let me know and we will intervene.
Thank you in advance for your patience.
Best regards,
Kristina
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1 month ago
Dear chelkakoy,
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,
Kristina
Casino.Guru
