Wizebets Casino - Player’s account has been blocked due to missing deposit statements.

My account has been verified for ages. I deposited 6 times on the 28th of january through 1 bankaccount. A total of 550 euros. When I got to 991.70 euros I wanted to cash out. Nothing was possible. Contacted Ada my Vip Manager., she said she needed additional information of bankstatements as far back as december. Provided all of those. She said everything was fine and verified. Then all of a sudden my account was blocked and I got the message that there were 14 deposits made and that I didn't show them all the deposit slips. I showed them the entire bankaccount slip of the 28th of february and explained that the mistake was on their end because for examples I got 3 emails at 23:13 all at once saying that I had deposited 100. It's obviously a technical mistake on their end. That would mean I would have made a total deposit of 1350 euros according to them. Which my bank does not allow me to do. Also by the first deposit mail it said my bankaccount was -19,02 and by the last one -519.02 so do the maths. Obviously they quickly blocked my account so I can't see any of my data anymore and they want me to provide 8 ghost deposits which obviously do no exist because I never made them but they won't reopen my account nor give me my money back until I provide something that never happened only according to them.

Dear Neechee13,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you registered at Wizebets Casino?

Have you passed the full KYC verification in this casino before?

How many deposits have you made since you opened your account?

Which payment methods have you used for depositing? Have you used more than one payment method, and more than one payment card?

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

Best regards

Veronika

Hi Veronika nice to meet you and thank you for the help.

First of I made the mistake of writing January 28th. It's February 28th. This all happened about 2 days ago.

I can't recall exactly any of my data because they cleverly blocked my account and I have had 2 bankaccounts of which I deposited. One which I no longer have. I have maybe 10 times used other ways od of payments like a gamecard or something but again they've blocked my account so I can't see my own data. Either way that was definitely not how I payed the 28th of February. I paid solely from one bankaccount. My account with them has been fully verified for years and the deposits atleast a 100 made if not more (again cant see because she blocked my account) .

On the day of the matter she asked me for 2 proofs of deposits of december which I send , she said "great!" and then I send her the ones from the day itself. She said fine, await your withdrawal.

But then she wanted my entire bank statement of february 28th as she kept saying i made 14 deposits from that account not 6. First of that would mean I would have deposited 1x 50 and 13x 100 euros (my bank doesnt even allow to overdraw more than a 1000 euros and at the last deposit it clearly states -519)

She is basing this on the fact that I got several emails (3 of them are all made at exactly 23:13) that my account was replenished. Now how would I possibly even able to that timewise? Go to the site, go to the deposit area, choose my bank, login to my bank, set the amount I want to deposit , put in security codes then wait for the transfer to be completed which lasts well over 1 minute let alone doing it 3 times in the same minute. And then why not deposit 300 in one go but do it 3 times in a minute? It's not even possible! I have played from one account only as they even admit (doing this from 3 different ways of accounts/payments would be even more impossible to do in the same minute)

I have a screenshot that my profile is verified. I can also send you the bankstatement of the entire day but that would have to be private somehow.

It's obvious that they made some technical mistakes (at best case scenario) and I got double emails. Worst case theyre doing it on purpose not to pay me.

According to them if I did make 1350 deposit then it's my own money that I wanted to withdraw because I obviously would have thought hmmm maybe overdeposited here.

The real scenario was I deposited 550 euros and at winning at 991.70 (after having lost thousands over the years) I wanted to cash out because I was already overdrawn at the bank and now they have quickly blocked my account and taken that money too.

Hoping to hear from you soon and thanks again for helping 🙏

Thank you for your reply. Could you kindly forward the entire email thread between you and the casino regarding the deposits that need verification, rather than just the screenshots? You can send it to my email address at veronika.f@casino.guru.

Additionally, could you confirm if you made 14 deposits on February 28? Do you receive an email notification each time you complete a deposit on your account?

Hi Veronika,

Ofcourse I can forward you the entire email thread. I'll also include the bankstatement from the day in question.

As for the emails send to my account I can send those too. But they don't say anything other than your account has been replenished. I can't fact check anythining since they blocked my account. Also I would have noticed a sudden 800 extra in my account (which again I didn't even have in my bankaccount)

But going to send you everything now and looking forward to your response again.

Have a nice day!

Sorry I don't know how to send the thread so I have send most of them one by one. Sorry for that now you got a whole bunch of emails but I didn't know how else to do it. The bankstatements are in the emails as attachments so you can find them and download them there. Let me know if you need anything else.

Thanks again!

Thank you for your emails. On February 28, you received 14 emails with deposit confirmations from the casino. Is there any possibility that you used multiple payment methods for depositing at once?

Did you contact the casino customer support when you noticed receiving confirmations for payments that you considered mistakes? If not, could you please request the casino to send you an Excel spreadsheet with all the deposits you made on that day?

Hi Veronika,

No that wouldn't be possible because I didn't have that much money at all. The overdrawal at the bank was what I was playing with and the limit at my bank to overdraw is €1000. Also the emails were in my spam so while playing I didn't even notice them (don't even know whether they are real to begin with) but I surely would have noticed if all of a sudden I had gotten free money.

I will ask the casino for the spreadsheet.

Thanks again for your help

Hi Veronika,

I have forwarded you the emails I've send yesterday regarding the spreadsheets I need. So far no response at all.

Hi Veronika,

Just to let you know I still have not gotten any response back from neither "VIP" email accounts at Wizebets

Have a nice day!

Thank you very much, Neechee13, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Thanks for all your help Veronika. Wish you all the best and a great weekend!

Hello there,

Thank you Neechee13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wizebets Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

A detailed explanation regarding this complaint has been provided to your e-mail (peter.c@casino.guru). 

Feel free to ask if you need additional evidence from our side for further investigation.

Thank you in advance!

All the best,

Wizebets Casino Representative

Hi Peter!

Nice to meet you! Yes I really hope there can be a resolve. They won't reply to my mails or request for the excel sheets Veronica said I had to ask from them. They just totally ignore me. I just want my money back because of this I'm now behind on bills because they won't release it. I was counting on that and never expected them to treat me like that.

Greetings and hope to hear from you soon! Thank you for helping out 🙏

Thank you for providing me with the evidence Wizebets Casino representative.

Dear Neechee13, After a thorough review of the evidence provided by the casino, it has been confirmed that none of your deposits were successfully credited to the casino’s payment provider. As a result, no real funds were utilized for gameplay within the casino. Consequently, any winnings associated with these deposits are not considered valid.

Given these circumstances, we find that the casino's actions are justified. Therefore, we must regrettably inform you that your complaint will be rejected. Thank you for your understanding.

Kind regards,

Peter