Wallacebet Casino - Player’s withdrawal is delayed after additional verification.

Hello.

I have verified my gaming account and have been able to withdraw funds 8 times, but now my withdrawal has once again been halted.

They have asked me for additional verification for my gaming account, specifically a phone number confirmation on the 20th of July, 2023.

I provided them with the requested documentation the same day. They have not requested anything additional nor provided any comments or explanations as to why the additional request was made and why it is taking so long.

I have previously filed a complaint with Askgamblers when a withdrawal took three weeks without any given reason. They didn't respond at all. Immediately after that, I quickly received two withdrawals but now everything has again come to a standstill. I have queried the matter several times by email, wanting to know the status. They always respond that another department is handling the issue and they do not know the specifics. I have asked for the contact details of this department, but I have not received them.

It only took a short while, about 5 days, for the verification of my gaming account, but this has been dragging on for weeks now.

What can I do?

Thank you.

Dear haapamakisamii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly you won without using a casino bonus?

Is the status of your withdrawal currently 'pending'? When were you in contact with the casino support and what did the casino support tell you regarding the withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes, I have won without bonus money. All the money played at that Casino has been without bonuses/bonus money.

I inquired about the withdrawal on 6.8-23, they replied that the account is under review and another unit handles it, so they don't know the situation, they will inform you when the situation changes. The withdrawal has been in pending withdrawals status until 21.7-23.

They do respond to messages quickly, but they don't say when I will be discharged or how long it will take.

Dear haapamakisamii,

Have you received any updates regarding the situation? Was the review of your account completed by the casino? Please let me know.

Tässä on viimeiset viestit tältä päivältä.

Saan aina nämä viestit kun kysyn jotain

Hey

I'm still waiting for the withdrawal request.

A month has passed since the last approved request.

I have sent you the additional documents you requested and it has been almost a month.

Why can't I receive my withdrawal?

Thans

Dear Sami

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email.

Do not hesitate to contact us in case you need any further help. Have a good day.

In my opinion, this has already taken an unreasonably long time. Much faster processing is promised on your pages.

can you ask them to act faster?

Thaks.

Dear Sami

Thank you for contacting us.

Since the review is being conducted by another department we cannot provide you with an exact time frame for its conclusion. Your frustration is understandable, however, due to security measures and protocol the relevant department must conduct a thorough review for security reasons. 

We kindly request your patience and upon any update, you will be notified at once via email.

Do not hesitate to contact us in case you need any further help. Have a good day.

They are still in the process of further verification of the account. I have sent the necessary information on July 20, 2023, how long can/can they extend the inspection?

Thank you very much, haapamakisamii, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, haapamakisamii!

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

Verification can be long an tiring process, but I hope that this time it will end positively and you will get your funds as soon as possible.

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

Thank you!

Nyt asiassa on tapahtunut todella outo käänne. Minun pelitilini saldo on tällä hetkellä 0€ ja aamulla siellä oli vielä 21510,78€ ja odottavissa nostoissa 1000€ nyt kaikki on kadonneet. Sain tällaisen viestin sieltä.

Dear Sami

We regret to inform you that we have had to remove certain wins associated with your account due to a violation of term 2.5.7 of our terms and conditions that you accepted prior to registration.

We have noticed that on 02/06, your winnings exceeded the limit of 5 thousand, which is why we have deducted the appropriate amount from your account balance.

Please note that this action has been taken in accordance with our terms and conditions, and we apologize for any inconvenience this may have caused. We encourage you to continue playing responsibly and to monitor your account closely to avoid such deductions in the future.

(Furthermore, we would like to highlight that despite this deduction, your account remains profitable with us by 5000€.)

Thank you for your cooperation and we look forward to seeing you play in our casino!

Do not hesitate to contact us in case you need any further help. Have a good day.

haapamakisamii, we consider such rules as extremely unfair. Players' winnings should not be taken on the basis of win limits established by casinos. We will try to persuade casino to return your funds to you.

Also, have you won all the disputed sum in the 24-hour period? Casino has the rule that the 5000€ limit applies only for such winnings.

Hey. So I have received two wins of more than €5,000.

The second was €53,332.80

And the other a little over €5,000

These wins have occurred on different days. Otherwise, playing after that big win has only been a loss.

So I've played them back a lot. I had €30,510.78 in funds in my game account when I received my first successful withdrawal. But I think it's completely unreasonable to take away all my money, €22,510

No one interfered in any way when I received the winnings.

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). Also, if you will lodge a complaint with the regulator, please, let me know and, please, provide me with the proof (screenshot, e-mail, etc.). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team