Wasino Casino - Player's withdrawal is delayed.

I made a deposit of 400 euros at the casino using the welcome bonus. I wagered the required amount and requested a withdrawal. A few days later, they asked me for verification via email, and I sent them all the necessary attachments. They never contacted me except when I engaged with them through the live chat on the casino's website.

I'm unable to make any more withdrawals even though the money is in my casino account.

Dear SanePelaa, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino customer support and what was your conversation about?

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, 

Veronika

Hi, I have sent Wasino support the documents they requested for verification. They included a picture of myself and my driver's license, as well as their casino open on the machine. A closer picture of my driver's license, my bank statement, utility bill, selfie with my driver's license, and proof of the payment method used.

I was last in contact on November 11, 2024 via email, to which they never responded.

I was chatting in live chat around the same time and had a discussion about why they were taking so long to confirm me and they promised to take the matter forward. Nothing has happened.

Thank you for your reply. Before we proceed with your complaint, kindly forward me all the communication between you and the casino regarding the verification of your account. My email address is [email protected]. Thank you for your patience and cooperation.

Clear

Thank you very much, SanePelaa, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear SanePelaa,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wasino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wasino Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

The player has been caught violating our Terms & Conditions, and as a result, their winnings have been forfeited. However, as a courtesy, we have made their initial deposit available for withdrawal.

Additionally, this is one of the three accounts that our Risk Team identified as having breached our T&C. You already have the details of the account in question from a previous email that was sent to your private email address.

Please let us know if you require any further clarification.

Wasino Team

Dear Kubo,

The player has been caught violating our Terms & Conditions, and as a result, their winnings have been forfeited. However, as a courtesy, we have made their initial deposit available for withdrawal.

Additionally, this is one of the three accounts that our Risk Team identified as having breached our T&C. You already have the details of the account in question from a previous email that was sent to your private email address.

Please let us know if you require any further clarification.

Wasino Team

Dear Wasino Casino,

On Friday, February 14, I sent you an email outlining the issue and our position. Please take the time to review the points and provide your response at your earliest convenience.

Looking forward to your update.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear SanePelaa,

Unfortunately, the casino has not responded to my last message within the given timeframe, leaving no further room for discussion. As mentioned in my previous email, our assessment indicates that the provided evidence does not sufficiently justify the confiscation of funds and account closure. However, without the casino’s cooperation, there is little we can do at this stage.

I will now mark the complaint as "unresolved" in our system. I understand this is not the outcome you were hoping for, but please note that unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach. Should they choose to respond in the future, we will reopen the complaint and notify you via email.

In the meantime, I recommend reaching out to the Anjouan Gaming (AOFA) Licensing Authority by submitting a complaint through their website: https://anjouangaming.com/file-a-complaint/. As the regulatory body, they have additional tools and authority to assist players in such cases.

For guidance on how to submit a complaint effectively, you can refer to this resource: https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the complaint submission or receive a response from the regulator, feel free to reach out to me at [email protected].

I regret that I couldn't provide a more favorable resolution in this case, but I hope this alternative course of action helps.

Best Regards,

Kubo