The player from Russia had experienced withdrawal delays from an online casino. Despite having a verified account, his withdrawal request had not been processed for over a week, which violated the casino's 24 business hours payout policy. In addition, he had been unable to access the site due to site updates and couldn't contact support via chat or email. The issue had been successfully resolved and the player confirmed the receipt of his payment.
WagonBet Casino - Player's withdrawal has been delayed and website access restricted.
Amount: $152
WagonBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
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5 months ago
Translation
A week ago, I requested a withdrawal of my winnings. The account is verified, all required documents have been sent and approved. Almost a week has passed, but the money has not been paid. Rule 8.14 has been completely violated.
8.14. Withdrawal requests are processed within 24 business hours from the moment the application is created, given that the account verification has been completed.
Today, when trying to navigate to the casino site, I receive a message stating that
We are excited to announce a upcoming update to our website. Our team is working hard on improvements to make your gaming experience more exciting. During the update, our platform will temporarily be unavailable, but don't worry! Our support service is always ready to assist you. Just click the support button below or write an email to support@wagon.bet, and we will answer all your questions.
However, their chat is not working and email support does not respond. I have no idea about the status of my payout. There isn't even any clarity on whether this casino will start operating again (as no timeline has been mentioned) or how to get in touch with them.
Automatic translation:
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5 months ago
Dear djak1987,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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5 months ago
Translation
My account is verified and fully verified. This is not the first time I have withdrawn money from them. I basically can’t find out what happened to my conclusion, since the chat on the site does not work, like the site itself. The casino does not respond by email. The same picture is constantly displayed on the site.
Automatic translation:
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5 months ago
Translation
The payment was successfully made. Thank you Casino Guru
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, djak1987, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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