Wasino Casino - Player's withdrawal is delayed due to lack of communication.

I made a withdrawal from this casino for the first time on October 15th, 2024, and was emailed a request for documents: a proof of address, a photo of my driver's license from both sides, and a selfie with my driver's license. I sent the documents, and a couple of days later, they requested a screenshot of my Jeton wallet transaction history (since I made the deposit with Jeton). After this, they stopped responding to my emails. For over a month now, I have been visiting the casino's chat at least twice a week, and the response is always the same: "We ask you to be patient, the approval of the withdrawal may take up to 48 hours."

Dear atekasperi,

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 that all documents have been approved except for the screenshot of your Jeton wallet transaction history?
• Could you please confirm that the screenshot was taken according to the casino's instructions and showing all the required information?
• Did you accumulate your winnings with or without an active 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,

Kristina

yes, they should have been approved when I have told the chat that I have sent everything you requested and the answer is always that it can take 48 hours to process the payment. They don't comment on my documents in any way. Screenshot attached, showing the email they sent and the screenshot I sent in response. I had an active bonus, but I made the withdrawal with my own money and canceled the bonus.

Thank you very much for your reply, atekasperi. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello! I put the e-mails between me and the casino in your e-mail. I asked the casino for a transcript of all chat conversations, but it might take a while if they even respond

Thank you very much, atekasperi, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Thanks! They haven't answered yet

Dear atekasperi,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Wasino Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

Now came the answer. They somehow figured out that I broke the rules

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 Atekasperi,

Our Risk and Fraud department has identified irregular activity with your account in line with multiple similar accounts within the same period. Our team reviews betting patterns, deposit activity as well as other technical markers related to your device. As a result of the investigation your account has been associated with multiple other accounts, all breaching the terms and conditions in the same way which led to all your winnings being forfeited.

For security reasons we are not able to give all the details of the situation on a public forum, however it is important to note the initial deposit is available in the user account in order to be withdrawn.

Thank you,

The Wasino Team

Dear Wasino Casino,

I kindly request that you share the details regarding your investigation and provide clarification on the situation directly to my email address at jakub.m@casino.guru.

Thank you for your attention to this matter, and I look forward to your response.

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 Kubo ,

We would like to inform you that we have sent an email with all the explicit details of the investigation to the address you provided: jakub.m@casino.guru

Wasino Team

Dear Wasino Casino,

Thank you for sharing your detailed review of the case. I have followed up with additional inquiries and would kindly ask you to respond at your earliest convenience.

Thank you for your cooperation.

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 Kubo ,

We have sent an email with all the explicit details of the investigation to the address you provided: jakub.m@casino.guru

Dear atekasperi,

In response to the casino's claim regarding multiple accounts, I would like to ask if it’s possible that someone in your household or close vicinity may have also created an account and played at Wasino Casino. Alternatively, could there have been an instance where you and your friends were together in one location and connected to the same network while playing at this casino?

Please let me know at your earliest convenience so we can address this matter more effectively.

Thank you for your cooperation.

It is not possible.

Dear Wasino Casino,

I responded to your email on January 21, a week ago, with additional inquiries, but I have not yet received a response. Could you kindly get back to me as soon as possible?

Thank you for your attention to this matter.

Dear Kubo ,

Answer has been resent to you email address.

Dear Wasino Casino,

Thank you for providing additional details regarding the case. Additionally, could you confirm if you have attempted to conduct a verification call as an extra step in verifying the accounts in question?

Looking forward to your response.

Dear KUBO

We have verified the player's account! Our Risk & Fraud team has concluded that the player has indeed violated our Terms & Conditions. As a result, their winnings have been forfeited.

However, as a courtesy, we will allow the player to withdraw their initial deposit.

Wasino Team

Dear Wasino Casino,

On Friday, February 14, I sent you an email outlining the issue and our position. Please take the time to review the points and provide your response at your earliest convenience.

Looking forward to your update.

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 atekasperi,

Unfortunately, the casino has not responded to my last message within the given timeframe, leaving no room for further discussion. As mentioned in my email, based on our assessment, the provided evidence does not sufficiently justify the confiscation of funds and account closure. However, without cooperation from their side, there is little we can do at this stage.

I will proceed with marking the complaint as "unresolved" in our system. I understand this is not the outcome you were hoping for. However, please note that unresolved complaints contribute to a decrease in the casino’s rating, which may encourage them to reconsider their approach.

Should the casino decide to respond in the future, we will reopen the complaint and notify you via email.

In the meantime, I recommend contacting the Anjouan Gaming (AOFA) Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/file-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo