Complaint #22 Wallacebet Casino

Withdrawal and verification issues

By bub7619

4 years ago

Message on forum

I'm having an issue with Wallacebet casino. They sent me an email offer for a 100% deposit bonus, so I deposited $100 via Much better and played slots. I wagered the required playthrough amount and requested a cash out of $1000 but was told I needed to verify first . So I uploaded the required documents: drivers license front and back, screenshot of my cable bill (utility) for address proof and finally 2 pages of my MuchBetter account confirming my account, my identity and proof of my deposit to Wallacebet. Upon completion I requested a cash out of $1000 and the next morning I came to find it was rejected. I contacted chat and they stated I now need to upload a selfie with myself holding my drivers license (my Government Id) as well as a copy of my mobile bill. So I uploaded the required documents: Mobile Bill (3pages), and a selfie of myself holding my drivers license/Government ID. Upon completion I requested a cash out of $1000. The next morning I logged in and saw I was rejected again. Live Chat advised me they needed the proof of funding regarding my Much Better account. So basically they wanted screenshots of my personal banking info showing where I funded my Much Better account in addition to emails I would have received as a receipt of the transactions between myself and MuchBetter as well as the receipts of my transaction from my Much Better to Wallacebet. So I uploaded the required documents. Upon completion I requested a cash out of $1000. The next morning I logged in and saw I was rejected again. This time Live Chat requested a screenshot of my MuchBetter account transactions which I have already provided ( I have now uploaded every single page in my much better account) . I even downloaded my MuchBetter account statement and uploaded that. Upon completion I requested a cashout of $1000. The next morning I logged in and saw I was rejected again. I contacted Live Chat again and they advised no more documents are needed and stated "it looks(d) approved"...

Next on Dec 7th I received an email stating my account needed one more piece of verification, a passport picture or birth certificate. I do not have a passport so I went and found my birth certificate and uploaded that. I provided a clear HD photo with all 4 corners showing my birth certificate. Upon completion I requested a cash out of $1000.

Today (Dec 8th) I received another email stating my withdrawal was rejected. I spoke to live chat and they said I needed another form of ID. At this point I am beyond frustrated and a bit concerned. I DO NOT have a passport so I've got nothing left to upload. I've uploaded 17 documents so far that prove: Who I am, where I live, that the MuchBetter account is indeed owned by myself, how I funded this MuchBetter account. All of this with my Government Issued National ID Card and driver's license, my Birth Certificate and personal banking information. This casino now has almost as much personal information on me as the Government does. This much information seems a bit excessive. I feel at this point that the casino is simply not going to honor my cash out request. I play online slots frequently and I know and understand the KYC rules but this casino seems to be taking every possible step to either: Make the cash out process extremely long in the hopes that I give up and play off the balance, or just not payout the balance at all. All of this has been from 11/28/2021 - 12/08/2021.

I have also uploaded all the conversations from live chat as well.

Disputed Casino Wallacebet Casino

Reason Verification issues

Amount $1000

Discussion

AskGamblers

• Support Team

4 years ago

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.

bub7619

• 1 reviews

4 years ago

@Askgamblers, I have received full payment from Wallacebet casino so the case has been resolved. Thank you for your assistance.

bub7619

• 1 reviews

4 years ago

@Wallacebet casino,Askgamblers,

Does this mean my account is verified now and I’ll be paid my winnings?
As it states in the terms 56.10.2 I do not want this to get to the 30 day mark and come to find my account suspended and funds confiscated, for something that is completely out of my control.

Wallacebet Casino

• Representative

4 years ago

Dear BUB7619 & AG Team,

Upon review, we received the Driving License on the 29th of November, however, due to security reasons we requested another type of Proof of ID on the 7th of December.

We then received the aforementioned Birth Certificate, however due to the state of the document, we could not accepted it and requested another form of Photo ID, along with a photograph of the player holding said ID next to his face. Keep in mind that while we do in fact accepted birth certificates and driving licenses, the state of the documents must also be taken into consideration, along with other factors. While we understand security checks may seem basic and tiresome, the are in fact absolutely mandatory in order to ensure that player activity is valid and no terms have been breached, both for player safety and also the company's. As certain thresholds have been triggered, we are obliged to request additional documents as per our terms and conditions.

Afterwards, we received a photo ID which, as previously stated, was cropped and/or edited, giving us no other option than to reject it.

At this point, we have come to the conclusion that we shall accept the latest photo ID received.

You may find below the relative terms and conditions:

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.

62.1 Payments are processed in a time not exceeding 72 hours starting from the moment that the request has been approved by the Payments Department. Before the first payment is made to the User via electronic payment methods (Skrill, Webmoney, Credit or Debit card, etc.), the client is obliged to upload an electronic copy of a passport of his national ID at the relevant section under his Profile. Wallacebet, at its own discretion, may ask from the client additional documents (e.g. proof of address, selfies, etc.) prior to their first payment. Remember that forgery is severely punished by law and in cases of suspicion of placing a counterfeit or an edited copy of the documents by electronic methods, Wallacebet reserves the right to send such documents to the appropriate regulatory authorities.

62.2 Before making the payment, the employees of the company will verify the correspondence of the name, surname, father’s name, birth dates of the client and also other data. If differences are found between the actual data and the data provided by the client, Wallacebet reserves the right to make a refund for all bets by the User and refuse to pay out winnings to the User unless they prove their identity and accuracy of entered data.

Wallacebet Casino Complaint Stats

Resolved 16 / 21

Avg. Amount $2,487

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Wallacebet Casino Complaints

See all complaints for this casino

Withdrawal delayement

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.

Resolved

€165

KYC verification twice and then delay of the payout of 800 EUR

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.

Resolved

€800

Delayed payment of my withdrawal

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.

Resolved

€200

Wallacebet late payment 1000 EUR

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."

Resolved

Wallacebet refuses to compensate

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."

Unresolved

€1,427

Cancelled and suspended withdrawal

Dear AskGamblers,

I played in Wallacebet and won. I went through KYC process and everytime my documents were accepted and account verified. Even there was some hesitating and I had to send all kind of documents. Then I tried to withdraw balance from my account, but got message that my withdrawal option is temporarily suspended. Now after 6 months nothing has changed. I have done everything right and verified my account with different documents. I have been very patient, but this has taken too long. My balance is 3997,38€ and I would like to withdrawal it :)

Unresolved

€3,997

Wallacebet Casino - Delay of the withdraw since June 4th

I have played at Wallacebet Casino. and I my deposit was 1300€. I made many bets and totally I loss so my balnce in my account is about 1090€.

I got my account verified long time ago and I have tried withdraw 745€. Now the withdrawal requests has stopped completely. I have made a withdrawal request first on June 4, 2023.

I have send e-mail many times and I always get the same kind of answers with differen words, like:

- "As the review of your account by the responsible department is still in progress we do not have any further information to share at the moment. Kindly note that the reason behind the review is not disclosed with other departments before the completion of it."

- "We would like to inform you that your documents have been successfully checked. Should any additional documentation be required, you will be informed anew via e-mail."

I have many times ask the reason or what is the problem but the have not said anything. I haven't played with bonus money at all.

Resolved

€745

Now the withdrawal request has stopped completely

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

Resolved

€29,500

Ongoing delay of €800 payment

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

Resolved

€800

Violation of several terms and conditions

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

Resolved