Has not withdrawn money for more than 4 months
Hello! From January 13, 2021, www.wallacebet.com are delaying the withdrawal of money. Initially, www.wallacebet.com
canceled the withdrawal of money under the pretext that I should provide with documents. After verifying the documents, www.wallacebet.com canceled the withdrawal of money again and again under the pretext that I should provide with other documents. This went on for 3 months. It's been more than a month since I passed the full verification of my account, but www.wallacebet.com still do not pay out the money.
I registered an account on www.wallacebet.com on 06/17/2021. Verified (requested: Passport, 2 utility bills (because the first one was rejected) and a screenshot of my Skrill account). I made my first deposit on October 22, 2021 for 40 euros from my Skrill account. Lost. The second deposit of 40 euros was made on January 9, 2022, also through Skrill. I bet on football and won. Then I played Live Black Jack. As a result, I had about €200 in my account. I put money on the withdrawal, and then miracles began. After 3 days (January 13, 2021), they canceled the withdrawal of money and offered to perform an additional verification step in order to proceed to the final verification (screenshot number 1). The following documents have been requested:
- A digital photo of you holding your ID or Passport in your hands, close to your face, to allow for identification.
- A screenshot of your e-wallet transactions, showing us how your e-wallet is funded during 22/10/2021 and 09/01/2022.
I could still understand what they needed a selfie with a passport. But why they need information about how I replenish my Skrill account for mine was a mystery. But, nevertheless, I sent both requested documents.
Three days later I received a letter:
- "Thank you for providing us with your documents.
Your documents have been received and reviewed".
I continued to play Live Black Jack. As a result, my balance became €430.
In early February, I put money on the withdrawal. The withdrawal was canceled for the second time. This time they asked for a photo of the two sides of the card with which I replenish my Skrill account. I uploaded the photos of the card to my account www.wallacebet.com. After 3 days the card was verified.
I put money for withdrawal for the third time. The withdrawal of money was again canceled, and a new request for documents followed (screenshot 2):
- You are kindly requested to provide us with a card statement or an official bank document that depicts the card number and the cardholder's name.
Well, this is very strange since I have never made a deposit to www.wallacebet.com with my card, only with my Skrill account. But, I sent them a photo of the document. After 3 days, the account was re-verified.
At the end of February, I put money for withdrawal for the 4th time. And this time I was horrified, because www.wallacebet.com decided to cancel the withdrawal of money and request more documents:
- Additional type of ID such as Passport or Driving License.
- An official document issued from your mobile provider, stating your full name and mobile number used upon registration.
I have sent the documents. I waited for the 5th verification of the account. And I put money for withdrawal for the 5th time.
And then www.wallacebet.com just started canceling withdrawals without any explanation. After I contacted Live Chat support to explain what was going on, they told me to make a new withdrawal request. So they canceled the 6th, 7th, 8th and 9th withdrawal requests. After the 9th cancellation of the withdrawal request, I received an email from them (screenshot):
- "We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account.
Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons.
We kindly request your patience as we are not able to provide you with an exact time-frame.
Please accept our apologies for the inconvenience and thank you for helping us maintain a high level of security."
After that, I emailed them every 7 days to clarify the situation. But, instead of explanations, I received the same answer. On May 17, I received a response from them:
- "We would like to inform you that since the examination is conducted by another department, we cannot provide you with an exact time frame".
I am attaching a screenshot (No. 6) of my account, which shows that I provided all the documents that they requested, and they are all verified.
It's been 37 days since they canceled their last withdrawal attempt without any explanation. On February 24, a cruel and bloody war began in my country, Ukraine. My money is vital to me, which www.wallacebet.com insolently does not pay out. www.wallacebet.com lured me out of all the paperwork that could be requested. And now they are referring to "another department" with the wording "we cannot provide you with an exact time frame".
Help get justice. < personal info removed >
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