Money disappeared from the account

Hi,

I did my verification and submitted my withdrawal week a go, still nothing to see in my bank account. I don't know what to do anymore, are you guys able to help me? I've try to get an update, but i only get the usual 3-5 to days response. It's been a week now.

Look at the screenshot of the conversation with the support.

Thank you any help you can provide.

I verified my account using the verification tool on the website and was verified on Fri 11/22/24. I made several deposits and then won around €4,000. Then I made a withdrawal request of €800. The next day I had to send the documents and more via their KYC email again. That lasted until November 28th, 2024 and then I was verified again.

I proceeded to make my withdrawal requests of €800 again on 11/28/2024.

I have emailed both KYC and support regarding the withdrawal. The support did not provide any precise information about when the payment would be made. This is a typical stalling tactic so that you lose your winnings again during this time.

Check out the screenshots I have attached including emails and withdrawal requests.

Hi, I have 445,05 euros in Wallacebet Casino. I requested a withdrawal (200€) about a two weeks ago.

The first casino said in chat that they approved the withdrawal in a few days but now my withdrawal is still pending and they says that "they do not have any additional information to share at this moment." or "another department researching Case".

I have done everything right including KYC. There is no reason to keep my withdrawal.

My withdrawal status is still pending.

I try to take 1000e out, Friday 10.11.23.

Every needed verification stuff was sent and accepted. Profile KYC confirmed.

I asked a couple of days ago what's going on and the answer is: "As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for this completion."

A decision was made in my favor by MADRE (Maltese Alternative Dispute Resolution Entity) but Wallacebet (L.C.S Limited) still refuses to compensate a total amount of EUR 1,426.64 which was incorrectly confiscated from my account.

Quote from the decision made by MADRE:

"To conclude, the Respondent wasn't justified in his action and the Complainant has a valid claim

for a refund.

Therefore, MADRE follows the argumentation of the Complainant.

7. Decision

MADRE accedes to the submissions of the Complainant. The submissions made by the opposing

party could not convince the arbitrator and are therefore rejected.

According to MADRE’s Rules of Procedure in conjunction with Sec. 10 (2) of the MGA ADR

Directive, all decisions regarding an overall value of the claim below EUR 5.000 are binding on the

Respondent. All decisions regarding values above this amount are generally non-binding."

Hey.

played at Wallacebet casino. I won about €29,500

I got my account verified and the first withdrawals came to the account on the 2nd day. I have now withdrawn €5,000

I have asked how much I can withdraw per month and I have been told that I can withdraw €7,000

I can make one 1000€ at once.

Now the withdrawal request has stopped completely. I have made a withdrawal request on June 19, 2023, which has not progressed in any way.

I have inquired about it by e-mail and I always get the same kind of answer.

They say they have a heavy backlog and another department handles withdrawal requests and they can't control it and ask to be patient.

I've played at many casinos, but this has never happened before.

I haven't played with bonus money at all.

am i too hasty

Hi AG,

On 1st of May I tried to withdraw an amount of 250€ from my sport betting winnings, and Wallacebet started to request further documents in order to verify my fully verified account, ( on 11th April I have already completed a successful withdrawal amount of 100€ ), like selfie then screenshot of my e-wallet then handy contract all these in time consuming manner instead of requesting all of them one time!

After submitting and verifying, they requested me to proceed with the withdrawal request and they confirmed me that they will process within 48 hours, and I submitted my withdrawal request of my whole balance 800€ and since 1st of June its still pending, I contacted the support several time, every time they inform me that due to hard workload they are unable to process the withdrawal, kindly help.

Thanks in advance

Dear Sir or Madam,

I am already verified with the provider Wallacebet.com and have already made several deposits and withdrawals, some with successfully implemented bonus conditions.

Now I have successfully fulfilled the turnover requirements for the sports betting bonus and have adhered to all terms and conditions of the provider. Account balance after turnover conditions amounted to 1,310.04 EUR (deposit amounted to 200.00 EUR and it was credited by Wallacetbet a bonus in the amount of 200.00 EUR)

On 10.01.2023 I requested a payout and receive on 11.01.2023 a mail from Wallacebet that I should have violated quite a few terms and conditions. It was only the respective points from the terms and conditions listed in the mail, against which I verst0ßen should have.

The request for a detailed and clear statement on how and what exactly I should have violated, was not answered by Wallacebet.

I have officially filed an objection against this decision of Wallacebet and also informed Wallacebet that I will involve you as a supervisory authority. (see mail history)

Wallacebet has now withheld any winnings and only credited my deposit of 200.0 EUR to my account.

I feel unjustly treated and unfortunately have no chance to clarify this with Wallacebet and now hope for your help.

Thank you in advance for your help.

Kind regards