Wallacebet Casino - Player’s struggling to complete the account verification.

Hi.

I have been trying to take the winnings out since 16/11/21. All documents have been approved. I have sent a passport and selfie with a passport. Now they also want a driver's license / ID card or birth certificate. I only have a passport as an official document. This particular casino intentionally avoids paying money.

Dear cool3r,

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

Do I understand correctly that providing another picture ID or a Birth Certificate seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey,

I do not have a driver's license or a birth certificate. I have sent them a passport as well as a picture with the passport. I have submitted all other documents, they are all approved

Thank you very much, cool3r, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

My passport is my official ID document. I don't need to go to driving school to get licence because of this. In addition, my birth certificate has my old last name and now I'm married...

Hello cool3r,

I'm Nick and I'll be assisting you from now on. I would like to ask Wallacebet Casino to join us and help us resolved the player's issue.

Hello cool3r,

We haven't receive any respond from the casino yet. Will be keep trying to contact them.

The casino responded but no details so far. They forwarded it to an another deparment who should respond within the next few days. Due to upcoming holidays, the timer will be set to 10 days. If the casino won't give us any specifics until that, the complaint will be closed as unresolved and may negatively affect it's rating.

The complaint will be now closed as unresolved as we haven't hear from the casino. I'm sorry that we could not help you more but as the casino is non-responsive, there isn't much we can do. The complaint now may negatively affect the casino's rating.

Regards,

Nick