Wasino Casino - Player's account verification is delayed.

I have been trying for a month to verify my account. After the first withdrawal, the documents required for account verification were requested via email. I sent the required documents and all were verified. They asked for one more document (ss) from the Jeton wallet bank, showing a deposit made to them. I sent it to them, but it was never verified. The first withdrawal was made on 10/15/2024. I have actively gone to ask in the chat about the verification and inquired when the matters could proceed. They explain that it’s under review. Later, they responded that they would contact me via email. Nothing has happened. I made another withdrawal on 11/6/2024, setting the withdrawal amount to a smaller sum of €2000. Since then, I have occasionally asked about the situation. Today, I asked again about the status. They replied that I need to wait for an email response.

Dear Gamess,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wasino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents you provided to the casino so far? Which ones were approved to your knowledge?
• Have you accumulated your winnings with the help of a bonus?

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

This is my first win and my first withdrawal at the casino.

I sent the necessary documents by email. Identity documents (passport), a photo of me with my passport, proof of address (lease agreement). I don't remember one, but I sent all the requests and they were accepted. After a couple of days, in an email Jeton Wallet bank transactions asked for a picture showing the deposit made to them. I sent them a picture of it and that picture has been in confirmation since 17-18.11 until today without any update. I've asked in e-mail and live chat on the website what it will take to confirm the image. No response has come from them.

I got my winnings with my own money, before going to the bonus money.

The casino chat does not help and behaves rudely. Initially wrote in English, then changed the language to Ukrainian. Chatti has always spoken English on the pages.

Thank you very much, Gamess, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Gamess, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Wasino Casino outside this complaint thread and let you know any new information once I receive it.

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.

The casino cannot prove what rules I have broken. All rules have been read and strictly followed. Here is a picture of the email they just received. I have sent a message to the license holder about the casino's operation.

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 Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them (you can find a link at the very bottom of the page). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina

We’ve reopened this complaint at the request of Wasino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Wasino casino,

could you kindly provide pertinent information concerning this complaint?

Dear Katarina ,

Thank you for reopening the complaint.

We would like to reiterate that the player has been caught violating our Terms & Conditions, and as a result, their winnings have been forfeited. For further details on how the player breached our T&C, please refer to your colleague Kubo, who has already been provided with the relevant information.

However, as a courtesy, we allowed the player to withdraw their initial deposit, and we can confirm that the withdrawal was successfully processed on 23.12.2024.

Let us know if you require anything else.

Wasino Team

Dear Wasino casino,

thanks for your message and for the information provided.

After reviewing the relevant documents, I would like to propose conducting a verification call with a player. I am confident that this could provide further clarity on the situation.

Dear Gamess,

Could you please send me your verification documents, including your ID and a selfie holding your ID? My email address is katarina.d@casino.guru.

Additionally, do you have any friends or relatives who may be playing at the same casino as you?

There is no one who has played.

Dear Gamess,

thanks for your message and for your email.

We will now wait for the casino's response.

Our Risk and Fraud team has identified that the player in question was using the same IP address as three other players who played on the same day and on the same games. As this constitutes a breach of our Terms & Conditions the winnings from these accounts have been forfeited.

However, as a goodwill measure, the initial deposit has been returned to the player.

Best regards,

Wasino Team

Dear Wasino casino,

thank you for your message. Regrettably, the match in IP addresses does not constitute sufficient evidence for the forfeiture of Gamess's funds. We recently sent you an email, in collaboration with my colleague Kubo, in which we detailed our position regarding this case. May I inquire if you have received it?

Dear Gamess,

could you please confirm whether you received your deposit?

I have received the deposit amount back, but I have not received the money I won. Secondly, no one in my family or relatives has played, I am the only one who has played this casino. So it is not even possible for anyone to have the same IP.

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.

Hello , as we said our risk team has found that the player broke our T&C , evidence was provided to you . Our stance is that they receive the deposit back and the winnings are forfeited.

Dear Gamess,

thanks for your message.

Can you also explain how did you hear about this casino? And what was the reason you decided to decline their welcome bonuses, please?

I was browsing the internet for new non-sticky casinos as usual. This one came to me and seemed like a smart choice. Fair rules for the player and no major restrictions.

Luckily, I got a nice win with my own money, which is why I decided to cancel the welcome offer. There is no greater reason than that.

Feel free to ask more if the situation requires it! T:Games

Dear Gamess,

thank you for your message. I am currently communicating your case outside this thread with a casino representative. I will keep you updated about any new development.

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.

Dear Gamess,

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 Anjouan Gaming Authority (https://verification.anjouangaming.org/validate?domain=wasino.com&seal_id=a5be4f76f6573e45544bd41c49ed881c47773b32ff53c61c740f30080bd4d68d02896fbd5a79d2782f890eadd36b5bb9&stamp=cfa406e769baa10a1c785dfe6ae1dcf8) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina