Wizary Casino - Player’s struggling to withdraw her winnings.

Everytime I request a withdrawal they cancel it.

Have just over $4000 currently in account. I was upto $18000 but lost it while going trying to contact a support member.

I spoke to a support admin 3 days ago who assisted me in completing a withdrawal of $1000. That was successful.

Everytime I now try to speak to someone in live chat they ignore me & believe me I've tried atleast 6-8 times at various times of the day for 3 days.

This is Ridiculous.

Dear missymoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Do I understand correctly that the first withdrawal of $1,000 has been successfully received already?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

I really appreciate your assistance with this issue.

Could you please advise if your account has been fully verified? I provided the KYC Documents they requested. Roughly 10 days ago.

Have you been advised why you can’t withdraw your winnings? No I have been given no reason. I can't speak to any support staff I open live chat and they always ignore me, not even a hello and the chat then times out.

While the support member in live chat was helping me with the $1000 withdrawal he did state they had received my documents and they were having system issues on there side with payments. He had the issue resolved and successfully paid out the $1000 in Litecoin to my crypto wallet.

Is it an internal casino system issue, or it’s related to your account only? They are purposely ignoring me so they don't have to pay me out and hope I gamble the rest and lose. That's my opinion.

Do I understand correctly that the first withdrawal of $1,000 has been successfully received already? Yes Successfully Received.

Now I'm trying to withdrawal the $4000 currently in my account.

Thank you very much, missymoo, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks so much Petronela, really do appreciate your time & help in resolving this matter.

I look forward to hearing from Tomas 😊

kind regards

missymoo

Hello missymoo,

I apologize for the late reply. I'll take care of your complaint from now on. I'll try to contact the casino and inquire about the problem with your withdrawal.

Hi Tomas,

No need to apologise, I am thankful & appreciate having you assist me with this matter.

Hello K..... (missymoo)

could we ask you to take a selfie of yourself with your ID in your hand and a note that says Wizary on it.

This was requested by our Compliance & Fraud department, please send this to support@wizary.com

Your Wizary.com team

Hello Wizary,

I have replied to email (support@wizary.com)

with the selfie, ID & note as Requested.

kind regards

Karen

missymoo

Dear missymoo,

thanks for your reply, missymoo, as well as to the Wizary casino team. Please let us know about any development regarding the verification of your account and your subsequent withdrawal. Much appreciated!

Hi Tomas,

Just waiting to hear back from Wizary.com support staff in regards to withdrawal process.

Have created another withdrawal request but has not yet been actioned.

kind regards

Karen

missymoo

Hi Tomas,

Not sure if Wizary support staff get notified when there is a new post here? Do they?

I have sent through everything they requested and still not receiving any assistance from live chat. No one responds to message 😔

As stated in previous post I have made a new withdrawl request and linked screenshot.

Just have to see if they cancel it once again or complete. I'll keep you posted.

Thanks

Karen

missymoo

Dear K.... (missymoo),

Thank you very much for sending the selfie.

We are of the opinion that some things have to be clarified here first. A support employee informed you that your account is currently not being paid out due to the suspicion of fraud, and offered you to block your 12,000 credits so that you don't continue playing and possibly lose what you didn't want! The problem with your account is that a double session ID was used, which is technically not feasible at all, unless a scammer is working or the software has interfered with the code! We are currently checking this and will take action on it at short notice!

Please understand that we will not make any payments and will not fight fraud! If everything is in order, be sure that you will of course get your payout immediately

Your Wizary.com team

Dear Wizary,

I was never told there was an issue due to suspicion of fraud as you can see in screenshots.

The amount is only 4000 credits not 12000.

I dont understand what you mean by a double session. Because I may have had an old tab still open?

I know I've done nothing fraudulent.

How long will it take your department to agree?

regards

Karen

missymoo

Dear Wizary Casino,

Could you explain what you mean? Please send any supporting evidence to my email at tomas@casino.guru

Have you excluded the possibility this was caused by a bug on your website? Thank you!

Hi Tomas,

Is it normal process to request a selfie with ID & written note for account verification and then proceed to delay with other reasons to not have to pay a customer?

If they had reason to believe suspicious activity had taken place then why wouldn't this be investigated before requesting a selfie, ID & note for account verification.

I'm sorry but this doesn't make sense to me.

Maybe because I'm almost 60 years old & don't understand all this technology jargon.

Just feeling very frustrated that is all...

kind regards

Karen

missymoo

Hello missymoo,

I understand you are frustrated. The casino has the right to request KYC verification from players at any time. If they felt something is wrong this is an understandable first step.

We would like them to explain what happened and when they conclude you were not involved, to pay you. Let's give them some more time to find out.

Hi Tomas,

Thanks for your response & explaining its normal procedure. I was unsure of the process that's all.

I will be patient and give the casino the time they need as I know im innocent of any wrong doing & I also know that fraud is a major problem in the world of technology we live in these days. I know first hand as my credit card details somehow made there way to the U.S and was maxxed out just before Christmas 😔

kind regards

Karen

missymoo

Hi Tomas,

Just updating you I had received an email from Casino a couple days ago but didn't see it until today as it was in spam folder.

Email content and reply are in screenshot attached.

kind regards

Karen

missymoo

Thank you for your message, Missymoo.

I exchanged a few messages with the casino representative and they promised they would finish their investigation by Friday this week. Let's be patient and wait for what they'll have to say.

Hi Tomas,

The casino has replied and I've linked a screenshot with outcome.

Just waiting for casino to complete withdrawal.

kind regards

Karen

missymoo

Thanks for the update, missymoo.

I am glad it turned out this way! Please let us know when you'll complete your withdrawal and receive your winnings. Much appreciated!

Hi Tomas,

The Casino has completed my withdrawal of $4000 and I have received the money.

This issue is now resolved.

I am so grateful for all your time & help, I honestly can't thank you enough!

Thanks 😊

kind regards

Karen missymoo

I am glad to hear you received your winnings, Missymoo! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

We've received an additional message from missymoo:

"Hi Casino Guru,

I have had the same issue previously with this Casino. Try to make a withdrawal they kept cancelling my requests. Saying its due to suspicious activity/fraud. They previously investigated with the help of Tomas from CasinoGuru & finally paid my winnings.

Now today I tried to make a withdrawal which was cancelled, so I got onto live chat to find out what's happening and spoke to live support and they accused me of fraudulent activity again but this time they have blocked my account I'm pretty sure. I couldn't login in saying incorrect credentials so I tried the forgotten password option changed password and still can't get in.

This is Outrageous. I should have known better than to deposit into this Casino again.

What should I do now?

kind regards

Karen

missymoo"

Dear Missymoo,

I'll contact the casino in order to help you with your reoccurring issue.

May I ask you to provide me with the casino's explanation for blocking your account also I would like to ask you what was your remaining balance on your account prior to your account being blocked? Please send the information to my email address at tomas@casino.guru or alternatively you can post it here.

Hi Tomas,

when I spoke to live chat they are trying to say that I was spinning with no money in my account, how that is even possible has got me baffled. My phone died while I was in live chat during that conversation.

Then once I got home and charged my phone I tried to log in to speak to live chat but I could not login.

Remaining balance was $3148

If there is any other info you need please done hesitate to ask

kind regards

Karen

missymoo

Hello Tomas,

We are working on this topic and will make sure that everything goes the right way and that every player gets their winnings paid out, but in this special case, where a technical error has not yet been found with certainty in what form, we want to get out of companies Guidelines currently do not comment on this. All places are informed and are also trying to find the cause with this topic.

Wizary.com

Dear Wizary Casino,

I understand your obligation to investigate the issue. Please share with us the conclusion of your findings as soon as you are able.

Hi Tomas,

Have you heard anything from Wizary staff?

I have had no communication at all.

kind regards

Karen

missymoo

Dear Wizary Casino,

Have had enough time to investigate the technical error in relation to Missymoo's account? Please, share with us your findings.

Hi Tomas,

Have you had any communication from Casino??

Thinking maybe you had been notified directly.

Still nothing from my end.

kind regards

Karen

missymoo

Hello Missymoo,

After further investigations, our technical department concluded that you own multiple accounts. Registrations of multiple accounts are prohibited and against our Terms and Services (https://www.wizary.com/terms).

We have checked the IPs and identified two of the following users with the same ones:

Name: Karen ******; Mail: karen******9@gmail.com

Name: Karen M; Mail: missy*******7@gmail.com

Because of that, we blocked and banned your account with the username "Karen M". Unfortunately, we couldn't check this earlier as our department didn't escalate it quicker, and that's why you can be lucky that you've received former withdrawals of your wins.

Please review the mentioned paragraph about multiple accounts:

§2

2.5. You are allowed to register only one account. Registering and operating multiple Accounts (more than one) is strictly prohibited. Wizary S.R.L. reserves the right to qualify the account(s) registered on anyone from your family, household, relative, friend, or otherwise connected person to be your other account and, thus, decide that you have multiple Accounts. In case of multiple accounts, we reserve the right to immediately block and terminate all such Accounts and confiscate all monetary funds available on such Accounts.

We are sorry for any inconvenience. To keep our Casino safe and fair, we have to be strict in these decisions. Please read T&C always before you register.

Kind regards,

Team Wizary

Hi Tomas,

Get Wizary to prove that Karen.....@gmail.com address is from my ip.

It's all false claims, this is absurd!

kind regards

Karen

missymoo

"We are working on this topic and will make sure that everything goes the right way and that every player gets their winnings paid out, but in this special case, where a technical error has not yet been found"

So from a technical error over a week ago to multiple accounts. Really? If someone was to create multiple accounts they would be blocked straight away as this is the first thing that would be assessed before any withdrawal.

Also have to notice how,

"Because of that, we blocked and banned your account with the username "Karen M".

Why aren't you blocking & ban both accounts?

Why just mine? Because the other account/email most likely does not exist!

Hello all,

I apologize for not replying earlier. I edited some of the previous posts because they contained private information.

Wizary Casino, this is indeed unusual. How did you come to the conclusion, that it's the same person? Could you please provide details about how the second account is linked to Missymoos's account? Please provide us with evidence of your claims. Send supporting evidence to my email at tomas@casino.guru

We would like to ask Wizary 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’.

Hi Tomas,

Has the Casino contacted you directly at all??

Have you made any attempts to contact them?

They probably think it's resolved due to the poor reasons they listed previously.

Either that or they would rather ignore the post because they don't have the evidence to back their ridiculous claims.....

I wish they would just pay me what's owed and then I'd never use this Casino again!

I'll make sure this entire post is shares to all Casino review websites and social media platforms if they don't want to resolve this!

kind regards

Karen

missymoo

Hello Missymoo,

since their last post, we didn't get any response from them whatsoever. If we won't receive any evidence regarding the case, we will be forced to close the complaint as unresolved, which will have a negative impact on their rating.

Wizary casino,

the explanation you provided is not enough. Matching names on its own don't mean the player used 2 accounts. If you have a legitimate reason to think the player has used multiple accounts, please present a convincing argument supported by evidence.

Hello Missymoo,

Unfortunately, we haven't heard from the casino since their last reply.

Without their input, we cannot continue to resolve this case, and thus we will close the complaint as unresolved.

We find the justification of the casino, without providing evidence as insufficient, therefore your complaint is justified.

I am sorry we couldn't help you further. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

The casino can reopen this complaint anytime.

We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion. We've received the following message from the player:

"Hi Tomas,

I have received an email from Wizary Casino informing me they have spoken to a representative of CasinoGuru which I'm hoping was you to payout my winnings with the conditions I no longer play at their Casino which I have agreed to.

I will post a screenshot below of the email and reply for your reference.

kind regards

missymoo"

Missymoo, please let us know when the payment will reach you. Much appreciated!

Hello Tomas, so in the end we agree and have paid the remaining 3148 dollars to K....n. (missymoo)

I thank you for your effort and time

Wizard team

Hello missymoo,

Do you have any news? Did you receive the payment from the casino yet? Please, let us know.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear all,

Even if we assume the issue has been resolved, we haven't received any update from missymoo past 14 days. Therefore we cannot close the complaint as solved.

Since we haven't received any reply in this timeframe, we were forced to reject this complaint.