The player from Germany was complaining about the lengthy verification process. Moreover, the player's winnings were confiscated. The complaint was temporarily closed as unresolved because it was reported to ADR, and we were waiting for the official results of its investigation. We reopened the complaint after being provided with the ADR's final decision. Although ADR decided in the favour of the player, the casino stopped responding and has not followed the instructions made by the authority while the complaint was open. Later, when the player contacted us regarding another and different issue in the casino, he confirmed that he received the disputed funds approximately 2 weeks after the complaint was closed as unresolved. The complaint is resolved.
Wallacebet Casino - Player’s struggling to complete account verification.
Amount: €1,721.99
Wallacebet Casino
Safety Index:LowCase closed
RESOLVED
Case summary
Good day,
since you have helped me before
I have a problem with the operator.
I've been waiting for the payment since February 20th, 2022, or the payment is repeatedly canceled because new documents are requested.
First it was only person
+ address. (with a selfie as well)
I sent the things.
Then a bank statement.
Now driver's license and an official letter from my mobile operator.
I submitted everything in multiple copies and always get an email that suddenly asks for something else.
I just want to get paid my money please help me.
Dear Moritz,
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. Nevertheless, six weeks is undoubtedly a very long time.
Have you been informed what specifically seems to be a problem in verifying your account?
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
Hi there,
Of course I understand KYC.
What I can not understand why it takes more than 6 weeks.
And why I have to send something different every time.
For example identity.
at first it was just called Person. I sent it along with a corresponding selfie.
Then I should send the driver's license.
I did.
Now all of a sudden a letter from my cell phone provider.
I did.
Then a bank statement.
I did.
Etc.
I don't understand why you don't request all of this immediately instead of artificially dragging it out.
Thank you very much, Moritz, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Moritz,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wallacebet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Wallacebet Casino Team,
Could you please state the reason why the player's account was not verified? What documents are problematic? What steps do a player need to take to successfully verify their account?
Thank you in advance for providing the information.
We would like to ask Wallacebet Casino Team 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 will have a negative impact on the casino's rating.
I received an email from the casino stating these points:
- The casino has already requested all documents from the player
- The player provided the casino with the last document on the 6th of April 2022
- Responsible team informed the player that his account is currently under review
- Once the investigation is completely done, the player will be informed
Dear Moritz,
Did you receive the information mentioned above, please? If yes - were you already provided with the results of the investigation? Can you please let us know about any progress on your issue?
We are looking forward to hearing from you.
Yes, I have been informed about this.
And also verified in between.
Then documents were requested again.
You write yourself that the documents have been available since 06.04.22.
That's more than 3 weeks as of today.
Actually since 02/20/22!
And so far there is no progress, I still can't cash out
I am sorry to hear about other complications. I understand your frustration.
Can you please provide me with the confirmation of your verification to my email (branislav.b@casino.guru)? If there is any additional communication with the casino, please send me that, too.
What documents were requested from you, please?
The casino has the right to perform additional verification and/or request the necessary documents anytime. There is no way how to skip it and I recommend you provide the casino with the documents.
Hello,
I didn't get a specific request, just sent everything possible (selfie + proof of address + copy of ID, etc.).
I sent you an email about this.
Thank you, Moritz, for your email.
I see that only some of the documents were accepted. It does not mean your account was fully verified.
The casino stated that your account is being reviewed.
As the casino representative wrote to me via email, you should be notified of the outcome when the investigation is completed. However, it has been a long time.
Dear Wallacebet Casino Team,
It has been almost 1 month since the casino has been provided with the player's documents.
Could you please check it on your side again? Is there anything that could speed up the process?
I was provided with the following information from the casino's representative:
- the user raised an official complaint to ADR
- despite the fact the account review is complete, the casino has no choice but to await MADRE's final conclusion
Dear Moritz,
Can you please confirm the information above?
Good day,
yes, I can confirm filing the complaint as the casino has now pocketed my winnings.
I received an e-mail with various terms and conditions, but no specific reason was given.
Dear Moritz,
As the complaint was reported directly to ADR, I am afraid we have no choice but to wait for the final decision of the authority. Therefore, we are temporarily closing this complaint until we receive its official result.
In case of any questions or news regarding your issue, please inform me at branislav.b@casino.guru or request a reopening of the complaint with relevant information.
The casino also can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
Greetings all,
Based on the information and the final ADR's decision regarding this case we have received from the player, the complaint has been reopened.
Dear Wallacebet Casino Team,
ADR decided in favour of the player.
Could you please provide us with an update? Did you accept the ADR's solution? If yes - when can the player expect the confiscated winnings are credited to his casino account?
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’.
Dear all,
We have reviewed the ADRs decision and we shall inform you regarding our actions the soonest possible.
Kind regards,
Wallacebet Support Team
Alright, thank you for your reply.
I am extending the timer and will wait for the news.
Looking forward to hearing from you soon.
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’.
what are these games about time?
this is totally unprofessional from wallace-bet. we're talking about a period of months and that's during the summer break.
I finally want my money now.
Dear Moritz,
Since we have not received any response from the casino regarding the issue, despite ADR's final decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
Greetings all,
The complaint was reopened, and it will be updated according to the information received from the player. When he recently contacted us regarding another and different issue in the casino, he confirmed that he received the disputed funds approximately 2 weeks after the complaint was closed as unresolved.
"Hello Branislav,
Yes, the old complaint has been resolved.
However, the new complaint is about the same company
Kind regards"
(Translated from German to English by Google translator)
Thank you, Moritz, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
