Wizebets Casino - The player struggles to withdraw his balance.

Hello casinoguru,

I’m extremly worried im not going to recieve my winnings on wizebets. Ive been very lucky the past couple of days and managed to get €77200 with a €1100 deposit.

Ive made several withdrawal requests. Now im aware of the withdrawal limits and im 100% sure that i did not exceed them. Now ive recieved an email 5 days later of my initial withdrawal request that ive exceeded the daily limit. And that i should try a lower number.

ive attached some files and ive made the withdrawal request of €4950. Now some time later on the same day i requested another withdrawal of €4975. I recieved an email like 10mins later that i exceeded the daily limit which is correct. So then ive waited 24 hours for my next withdrawal of €5000 and they didnt respond to that. So i thought weekly limit is 10k so im now below that. And today both withdrawals got cancelled due to exceeding daily limits…

Why would they first kind of approve them because if you exceed you almost immediatly get an email that you exceeded. And now 5 days later my ‘vip’ manager all of the sudden cancels my withdrawals.

thats when i started to get worried..

i made a new withdrawal request today of €3950 and later cancelled my €1150 withdrawal because inwas worried for the same thing (exceeding daily limit)

I just dont have a good feeling right now and i would like some help with this. Because its way to much money..

Kind regards,

Kevin

Hello Koeeef,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wizebets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you receive any of the withdrawals since your win? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

My account is verified! Ive sent an screenshot in my previous mail. Its been verified since 28-04-2023.

I accumulated all my winnings with my own real money, no bonus used at all.

I haven’t recieved anything from my winnings so far. As mentioned in my previous mail i had 2 open withdrawings. 1 of €4950 and 1 of €5000. Both were open for confirmation for 5 days!! And today I recieved a email from my ‘vip’ manager that the withdrawals were cancelled due to exceeding daily limit.

I made sure to have at least 24 hours time between the 2 withdrawals so the daily and weekly limit shouldnt have been an issue. However today sadly recieved an email that withdrawings were cancelled…

ive made 1 new withdrawal request today of €3950 because they ‘advised’ me to try a lower number. Really weird in my opinion but ok.

I just have a negative feeling that they are not going to pay. Which is really sad because this is way to much money to lose…

Kind regards,

Kevin

Thank you Koeeef for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Koeeef,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Wizebets Casino to join this conversation and share more information regarding the case.

Can you please provide any reason why the player is not able to withdraw funds upon your withdrawal limits stated in your T&Cs?

Looking forward to hearing from you!

Best regards,

Tomas

I’m sorry to respond this late. They already withdraw 10k last week. It happend that quickly! So im still waiting for all the rest to be withdrawn, bit the limits are 10k weekly and 30k monthly so its gonna take some time! Already made a review on trustpilot about them rating them 4/5 because most of them are negative. It just takes more time than most casino’s but all good so far.. keep you posted how the rest will go!

Hello there!

Hope you are doing well!

I am writing to extend my congratulations to Kevin for his recent win at our casino. We are thrilled to hear of his success and wish him all the best in his future gaming experiences!

I also want to take this opportunity to clarify our withdrawal process. Our finance department works on a live queue basis, which can result in longer processing times for withdrawals. However, I want to emphasize that we are an honest casino and always strive to provide our customers with the best possible service. If you have any questions or concerns regarding our withdrawal process, please do not hesitate to contact our support team.

On a separate note, I would like to express our gratitude to Kevin for leaving a positive review on Trustpilot. We value the feedback of our customers and always strive to improve our services to ensure the best possible experience for everyone!

Kind regards,

Wizebets Casino

Dear Koeeef,

Thank you for updating us on the current status. We can keep this complaint open for two months, and if the casino keeps paying you out as per their withdrawal limits stated in the T&Cs, we will consider the case to be resolved.

But don't worry. If anything goes wrong, you can still reopen this complaint, and we will look into the matter again.

Thank you for understanding, and please continue to let us know of any developments.

Kind regards,

Tomas

Hello Tomas,

Oke some interesting things happend the past few days. Last week everything went pretty smooth with payouts etc. This week its not that case.

Also what I find a bit weird is that they switched license. They went from a Curacao based license to a Costa Rica license. It went from FAIR GAME KFT to FGS SOFTWARE SOLUTIONS S.R.L.

Is that normal for a online casino to just switch like that?

So i noticed that all my open withdrawals which were last week processed within a day its now already 2/3 days and still not processed.

Could you give me your opinion on if this is odd or not?

Kind regards,

Kevin

Hi Koeeef,

I think you shouldn't be worried. The license has not been changed. The casino still operates under Gaming Curacao, and as per checking, everything seems legit. About the owner, we cannot see how connections between companies work, and you can never be sure which is the correct one when there is more information on the website. For this time, I have updated the casino's owner as per the T&Cs.

Overall, I believe your withdrawal requests will be processed. Sometimes delays are nothing unusual.

Please let me know when you receive the payments.

Thank you.

Kind regards,

Tomas

Dear Koeeef,

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.

Everthing went fine! You can close the complaint!

Dear Koeeef,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas