The player from Armenia is experiencing difficulties withdrawing his winnings due to ongoing account verification. The player confirmed his documents were verified and his winnings were paid out.
Wallacebet Casino - Player is struggling to complete the account verification
Amount: €100
Wallacebet Casino
Safety Index:LowSafety Index
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3.7
Wallacebet Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I got a free bonus for nominating their casino in Ask…. 200 free spin where it is indicated that the maximum withdrawal of money is 100 € so I fulfilled all the conditions of this bonus I uploaded the documents that they accept and from here the problem begins I sent a bank statement they say that the bank logo is missing I contact the bank they add the logo send a new document where the place of residence is clearly indicated and all the other data that is needed to confirm the address I send the answer again, unfortunately the documents that were sent are not accepted, you must send an extract from utilities, but in our country there is no such concept of these services, there is no other way to pay for utilities and it seems to me they specifically do not accept documents so as not to send my winnings, this is a violation on their part, because they accept this document. please help me get my winnings
Uploaded a screenshot of the list of accepted Documents
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1 year ago
Dear xachdanielyan,
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 takes KYC lightly.
Do I understand correctly that verifying the address of your residence is the last obstacle in completing the verification check?
Are you able to provide any alternative document that is delivered to your home address, such as a telephone bill or request confirmation of residence from local authorities? Did you try to explain your circumstances to the casino? Did they offer any recommendations?
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,
Tomas
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1 year ago
Translation
Hello, thank you for helping me with this issue. I understand all this that it is important to pass the test, well, I sent all the required documents, what is the problem? if they accept a bank statement I send a bank statement it says my address of residence the more accurate address in my passport is written what is the problem the most recent yesterday I asked the bank to send it to me and I sent it to the casino... unfortunately there are no other options to confirm the address utility bills there is no such concept in the country
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1 year ago
I understand your frustration.
Before we contact the casino, could you please send me the most recent communication between you and the casino, so we have a clear picture of the situation? My email is tomas@casino.guru
I'll await your reply.
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1 year ago
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Hi dear Thomas, I sent an email, you can see their reply.
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1 year ago
Translation
It turns out a very curious situation, they sent me a letter that my document was accepted, but when I made a deposit, I wanted to put it on the output, an error says that the account must be fully verified, so if the missing document was accepted, then why is the account not verified to the end? I don't understand
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1 year ago
Thanks for the updates.
Please understand that if you haven't made any deposit in the casino yet, the casino might request you make a minimum deposit in the casino in order to verify the payment method works.
I checked the casino website and I found this:
58.3.8 For no-deposit Freespins, Casino Chips and Free Bets awarded to players who have not previously made a deposit, a minimum deposit as well as a wagering of x1 (times one) the deposit amount is required, before the winnings can be withdrawn. Loyalty Casino Bonuses, Freespins, Casino Chips and Loyalty Sportsbook Bonuses and Freebets can be awarded only to fully verified players.
Did the casino inform you about the minimum qualifying deposit? Please let me know.
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1 year ago
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Hello. Yes, everything is in order, they sent the money, you can close the complaint as resolved👍
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1 year ago
Translation
After accepting the document, I made a deposit and after 48 hours received a withdrawal of money.
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1 year ago
Dear xachdanielyan,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
