HomeComplaintsWizebets Casino - Player’s struggling to complete account verification.

Wizebets Casino - Player’s struggling to complete account verification.

Amount: €3,000

Wizebets Casino
Safety Index:Above average
Submitted: 19 Apr 2023 | Case closed : 04 May 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from the Netherlands is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.

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1 year ago

Hello casino guru i won some money on this casino provided all my verification proof of addres proof of id bank statement then they are asking for a astropay screen which i send them but they keep saying I have to send a screen with the deposit with my name and email on it but it’s impossible to do so I’ve searched for hours on the astropay site but cant find this so I just told them to send it to my bank please help me so this procces goes smoothly

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1 year ago

Dear iwayz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your Astropay account seems to be the only issue standing between you and successful verification? Has the casino approved the rest of your documents?

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,

Kristina

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1 year ago

Dear iwayz,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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