Wallacebet Casino - Player’s withdrawal has been delayed.

Been trying to withdraw my money 11 times since 15 february and been rejected every time for different reasons. First I had to sent in document after document, for example after a while they came up with that one personal ID wasn't enough. I had to send another one as well.

When they apparently couldn't ask for more documents they just started rejecting my withdrawals without telling me. Then they blamed techincal problems so I tried to make a withdrawal with another method. That one they rejected and now when I try to make a withdrawal it's says "Withdrawals disabled". Customer service barely answer me anymore and it's mixed messages. My latest withdrawal attempt had to have a further review said one person from customer service and an other one said that my the security deparement is investigating my account.

Dear DartWelder,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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

Right now I have no pending withdrawal. Last night they rejected my latest withdrawal (without telling me) so the money is back at my betting account again.

However I can't attempt to make a new withdrawal at all because the "security department is investigating my account".

I started out with their sportsbook welcome bonus, I met the wagering requirements and tried to make a withdrawal. When they kept rejecting my withdrawal I kept playing, was lucky and kept winning.

Now they restricted my account so I can only bet for 1 euro so obviously I want to withdrawal all my money.

I have documents of my correspondence with Wallacebet, kept register of my with withdrawal attempts and so on. Just tell me what you need from me.

And no I haven't any winnings from Wallacebet before. However I recently made a withdrawal from their sister site Bonusbet with no problems at all.

Thank you very much, DartWelder, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Wallacebet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello, DartWelder!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt / https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team