Delayed payment, lack of support

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

it's ok! great holidays everyone

Dear @GvsE,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear GVSE & AG Team,

We would like to inform you that as of 20/12/2021, the players account has been sucessfully verified, and as a result the aforementioned withdrawal request of 300€ was processed the following day.

Please note that the 72 hour time-frame regarding payment applies to verified accounts, and, as you can see, is valid.

Furthermore, the accounts verification delay may have been frustrating, however we accept specific documents and the player was thoroughly informed that we were receiving invalid documents.

As you can see, once we received the correct documents the account was verified and the withdrawal was processed in a timely manner and, as such, we kindly request that this case be resolved in our favor.

Please find relative terms listed below:

58.3.16 Players may be requested at any given time to provide all necessary KYC documents for the verification of their account (proof of identity, payment method(s) and residence).

56.10.1 Please note that when cumulative deposits or withdrawals reach € 2,000, the player verification procedure will be mandatory. Verification process will require from players to provide documents such as, but not limited to, identity cards, bank cards, bank statements, source of wealth, source of funds, and utility bills. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. The player will be informed thereof by email. In some cases the Company can request Selfie with ID, Selfie with ID and special sign, or even call or video call. When any documents are requested, the Account Holder must upload such documentation on their Wallacebet Account (My Profile > Documents). When requesting documents for an account verification, any pending withdrawals will be cancelled.

56.10.2 Once the verification is complete, the Account Holder may request a new withdrawal. In the event that the account is not verified within thirty (30) days from the initial request date, the account will be frozen for gameplay and transactions., Where, for any reason an Account Holder refuses or is unable to provide us with any of the requested documents, Company reserves the right to suspend the account and confiscate any funds available.