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

Wizary has been cancelling my withdrawals for the last month now. I stopped getting emails from them and they are now totally ignoring my messages. Back in March they came up with a issue of a double login (that wasn't true). I have only signed in and played with the same username and password since starting on this casino. Back in March this "issue" was resolved with help from a friend that was a streamer affiliate on Wizary. They paid out the balance after that. I continued to play and my balance would go up and down as usual. I deposited and withdrew with no problems (of course i wont have a problem depositing) I had some luck and was able to bring my balance to where it is now ($14,600) and all of a sudden they brought back the old "issue" and they stopped allowing my withdrawals. I am going through the same problem as a complaint you had a few months ago ( https://casino.guru/wizary-casino-player-s-struggling-to-withdraw-her ) . It seems that they will do anything to not pay winners on their casino, seems like it would be bad for business. All I want is for them to make good on my winnings. After all this i have NO problem not playing on their casino again!

Dear SoberDrunk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when exactly you received the last successful withdrawal? How many days did it take?

Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Do I understand correctly that the problem with withdrawals is caused by the issue from the past?

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

Best regards,

Kristina

Thank you for your reply. The last successful withdrawal was completed on 6/26/2022 and took less than a day to go thru ( 8 hrs or so). I was playing and withdrew using Litecoin. The first issue I had back on 3/16/2022. I happened to be playing with Bitcoin. *see attached photo* Balance on top right of photo is current balance.

Thank you very much for your reply, SoberDrunk. Before we move forward with this complaint, 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.

There isn't too much, Wizary isn't the best with communication. Here is the last email i got from them on July 5th

Nothing from them since. This is the only conversation from the "co owner" of Wizary via discord . And this is from Wizary live chat That is basically all I have, wish I had more. The one I find funny is after they reinstated my account back in March they made me VIP I guess this is how they treat their VIP players. Thanks again for looking into this problem, I really do appreciate it and hope we can resolve this.

Thank you very much SoberDrunk for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi SoberDrunk,

I've just reviewed your case and am sorry to hear that you have to deal with such issues again. I'll try to help you by contacting the casino.

Dear Wizary Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's case? Are there any specific reasons to reject his withdrawal requests?

Hope to hear from you soon.

Regards,

Natalia

Now Wizary has banned me. Cant log in anymore. No email or anything from them explaining why.

Dear Casino Guru Team,

this case relates to the same issue we had in a previous case. See here: https://casino.guru/wizary-casino-player-s-struggling-to-withdraw-her

There are several violations here. Firstly, this is also a case of a duplicate account. In addition, there is a software error of the game provider "Booongo", which was exploited several times in connection with our former external affiliate manager. Both players were advertised by him. This also violates our terms and conditions. This affiliate manager was then terminated.

Nevertheless, we also paid out an unjustified sum for this player. Since then, we have never claimed this payment back out of generous goodwill.

In summary, several violations of our T&C are evident here, which is why we felt compelled, after extensive research, to cancel the payouts. It is also wrong that we withhold funds from 12 months. We only withhold funds from accounts after 120 months.

We hope that we can find an amicable solution here. As a casino, we need to protect ourselves and therefore ask players to truly abide by our T&C. If gaming errors are exploited and not reported, this is against our terms and conditions, as already mentioned.

Wizary Team

First of all, I have my log in information saved in my computer so I have only logged in with the same account every time I played on Wizary. Second, I rarely played "booongo" games and how would I even be aware of any software error? Let alone exploit such error. Problems with provider software and Wizary employees is in no way my problem. It seems that Wizary is trying to find or "make up" anything they can to not pay out. I was allowed to play on their casino and I won on their casino, so I should be paid those winnings. I am pretty sure that $14,600 will not break the bank for Wizary in any way.

So Wizary, please allow me to cash out my remaining balance of $14,600 so we can both move on!

Dear Wizary Team, thank you very much for the reply. I'd really appreciate it if you can send me any evidence at natalia.b@casino.guru that can prove the facts of the terms breached by the player that you mentioned in you message.

Looking forward to hearing from you.

Regards,

Natalia

ok we will send the proof to Casinoguru.

Wizary Team

Dear Wizary team, I can confirm I've received your email.

Dear SoberDrunk, can you please confirm one more time since you claim to have only one account at Wizary, what email address and login name do you use? On the screenshots you attached above, you use the login S******** and the email s*********74_2@yahoo.com to communicate in the chat. Do you confirm that this is your only account?

Regards,

Natalia

This is the log in info I have saved in my computer so it logs in automatically. (see screenshot)

My log in name was SoberDrunk. The other email is also mine but never used it to log in and play. That email kept popping up whenever I used live chat

Dear SoberDrunk,

The casino has provided us with the proof that there've been two separate accounts created with the use of your two email addresses (gmail.com and yahoo.com ones). Are you sure you never used your second email address to register?

Regards,

Natalia

Originally when I signed up I made a mistake and forgot to use my friends affiliate link. So I stopped and signed up using his link not knowing that the first account went through. As a result they blocked me. I explained that mistake to a Wizary partner/ affiliate manager (not sure of his exact title) and they then unblocked me. I never had ill intent by making 2 accounts, it was just a mistake. When they unblocked me it was my understanding that everything was good. Wizary continued accepting my deposits and I kept playing on their site. Like I said before, I logged in and played with 1 account that was saved in my computer. It wasnt until I started having some luck and winning a little that Wizary brought this mistake up again.

Dear SoberDrunk, thank you very much for your explanation.

Dear Wizary team, I'd like to ask you if you can provide us with any evidence confirming that the player really had any advantage of having two accounts? If, as the player states, the second one was created by mistake and never used, our point of view is that it couldn't bring him any unfair advantage. Probably, you could delete this second account from your system? Furthermore, the player claims to have it discussed with the account manager. If the matter was settled and the player was allowed to deposit, play, win and withdraw some smaller amounts before, then why does this become the problem again?

Looking forward to hearing from you!

Best regards,

Natalia

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’.

Hello Natalia,

Thank you for your inquiry to us.

As we have already explained, from our point of view this is a double registration, i.e. a clear violation of our guidelines.

We have already sent you the proofs regarding the double registration by email.

Yours sincerely,

Wizary - Team

Dear Wizary Casino,

I'm afraid that according to our policy, we don't suppose the double registration to be a violation. Each complaint should be considered individually, and in this case, you haven't given us any evidence that the player used his first registration in any way, he always used only one account to play.

You also mentioned that the player exploited the error in the Booongo game, but I haven't received any supporting evidence from you either. Could you please send any proof to me? Otherwise, I will close this complaint as unresolved since the data you provided isn't enough.

Best wishes,

Natalia

Hello,

In general, according to our terms and conditions, it is forbidden to have a double account.

We will present this case again separately to the management, but we ask for your understanding that the reason for the business relationship cannot be changed by third parties.

We will get back to you in a timely manner with a response.

Yours sincerely,

Wizary - Team

Dear Wizary Casino team, thank you for the response. I'll set the timer for you for 7 more days and hope that the department you mentioned will offer any other solutions to the player's issue here.

Kind regards,

Natalia

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.

Greetings All

I'm Michal and I have taken over this complaint. I have reviewed this case and as mentioned previously by my colleague Natalia and according to our fair gambling codex, our recommendations for casinos in this situation is:

"If this is not technologically feasible, the casino shouldn't punish players who created a second account unknowingly and didn't intend to abuse the welcome bonus. If the player hasn’t caused you any harm, it's best to contact them and find an acceptable solution for both involved parties, such as keeping one account opened and closing the other one(s)"

For the software exploitation of Booongo games, we still haven't received any evidence from you to back this claim up. You can send this to my email michal.k@casino.guru

I would kindly remind you that If you (the casino) fail to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect your rating.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear SoberDrunk

Just to let you know, although the communication isn't the best, we are in touch with the casino representative and we still try to resolve your complaint with the casino. We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

Dear SoberDrunk

we are in touch with the casino representative and we are awaiting additional supporting evidence from the casino. We are extending the timer for additional 7 days.

Dear SoberDrunk

We have sent you an email with additional information.

Michal, I received your email and responded. I have agreed to accept Wizarys' offer of 50% payout which would be $7,300 (50% of $14,600). I just want to move on and do not wish to drag this on anymore. Thank you and to CasinoGuru as a whole for helping me with this matter. Will Wizary reinstate my account temporarily to withdrawal?

Dear SoberDrunk

All the information will be forwarded to you via email.

Dear SoberDrunk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Any update from wizary regarding payout?

Dear Wizary Casino

As per our email communication, your offer was accepted by the player. We have not received a response from you regarding how the payout will be processed, despite our numerous attempts to contact you.

Please respond and provide details of how the agreed amount will be paid to the player.

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 SoberDrunk,

even though the casino proposed an offer that you accepted, despite our numerous attempts to get the casino to stick to their offer and paid you the agreed amount we did not receive any proof from the casino that this payment has been processed. We didn't get any response from the casino at all to our recent emails.

I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

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

Best regards,

Michal