The player from Germany had his winnings cancelled on the alleged grounds of breaching the casino's Terms and Conditions, without any violation being identified. He had requested a total payout including his deposit and bonus winnings. We had attempted to clarify the situation by asking him several questions. However, despite having extended the response deadline twice, the player had failed to provide the necessary information. Consequently, we could not investigate further and were forced to reject the complaint.
Wallacebet Casino - Player's winnings got canceled erroneously.
Amount: €578
Wallacebet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Dear Sir or Madam, I recently received a reload offer from your company, which I followed by depositing 150.00 € and receiving a bonus of 150.00 €. This brought my total balance in my betting account to 300.00 €. After satisfying the bonus conditions, I had an available balance of 577.84 €. However, when I attempted to withdraw 578€, I was notified that my winnings have been canceled on the grounds that I have allegedly breached your Terms and Conditions. I was informed that I could only withdraw the originally deposited 150.00 € if I agree to the Terms and Conditions. Upon reviewing the Terms and Conditions, I couldn't identify any violation on my part. Yet, your decision stands. It seems questionable to me why I must give my agreement to the Terms and Conditions when it appears that I have not broken them. I am not familiar with this course of action from other providers. As a result, I am demanding the withdrawal of my entire balance (deposit + bonus winnings) and kindly ask for your support to rectify this matter. Could you possibly suggest any relevant parties or websites that could assist me with this issue? I am assuming that there is little that you can do, correct? Yours sincerely, Jari Heuchert
Automatic translation:
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7 months ago
Dear andijsg,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Has the casino specified which terms and conditions you allegedly broke? Kindly forward me the email you received from the casino. My email address is veronika.l@casino.guru.
Could you please send me the screenshot or the link to the bonus you activated?
Have you made any successful withdrawals before? Could you please confirm if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Dear andijsg,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Thank you for your email. Could you please specify what games you played? Slots, live casino games, or did you participate in sports betting?
