Wizary Casino - Player’s withdrawals have been delayed.

I registered with Wizary on 31 August 2022 and, until recently, my withdrawals were all paid out.

However, my withdrawals totalling $3600 requested on 6 February 2023 are still showing as pending. I also have an additional balance of $2600 in the casino.

Despite several chase-ups by email, Wizary have not responded and live chat is becoming much harder to get hold of lately - even if I do, they say something like "we will pass a message on" or similar.

Dear dsp99RF,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for nearly three months.

Do I understand correctly that your payments are still pending inside the account without being processed or they have been sent but never reached you? Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.

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

Best regards,

Petronela

Thank you Patronela for helping me with this case.

To answer your questions: The withdrawals are still showing as status "Created" within the casino. I requested the withdrawals to my Bitcoin wallet.

Thank you very much, dsp99RF, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi dsp99RF,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wizary Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay? When can the player expect their withdrawal request to be processed from your side?

I'm looking forward to hearing from you.

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.

Hi dsp99RF, 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. 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,

Natalia