Wager Beat Casino - Player’s struggling to complete account verification.

Hi there.

A few weeks ago I was playing pokies on Wagerbeat. I usually use this website, I have been a loyal and regular customer for a few years.

i won $10000 with no bonus’s or free spins involved. I tried to withdraw 5k at a time as this is there limit in one transaction.

they obviously asked me to upload all of documents and cards that were used to deposit.

i uploaded everything they asked for also including bank statements, utility bill and proof of address.

they are now asking for my documents to be "notarized" which honestly i don’t know much about what that even means. Is it a stac deck or an affer David?? I have emailed them and asked how to do that and nobody is helping or giving my advice they just keep repeating that they want the documents notarized.

please please please help me! What do I do? I need some advice as their customer service is not good at all.

Dear Amyhauser,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed why your documents need to be notarized? Was your account successfully verified in the past? If there's any relevant communication, please forward it to petronela.k@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,

Petronela

Thank you so much for replying so quickly Petronela. I appreciate it so much as I’m having so much difficulty with this casino.

i have emailed you some more info on this ☺️

Thanky you very much, Amyhauser, for your reply and forwarded communiction. Do I understand correctly that you have used 5 different cards to deposit funds into your account?

Yes I have but they are all my own cards

Were all those cards verified by now, please?

Dear Amyhauser,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi yes they are all verified and I have sent photos of every one to the casino

Thank you very much, Amyhauser, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Amyhauser,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wager Beat casino to join the conversation. Wager beat Casino, could you clarify exactly what is required of the player to proceed with their withdrawal?

We would like to ask Wager Beat 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Amyhauser,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I wish I could be of more help.

Best regards,

Adam