Wallacebet Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello

I signed up for Wallacebet at the beginning of February, deposited €25 there and won €241.68 WITHOUT BONUS, I sent all the documents that I was asked for, they were ACCEPTED and it says VERFIED. In the chat I then asked if everything was OK, and I was confirmed "ALL OK" (I saved it). I then applied for my payout, the next day I received the MAIL, the document for telephone verification which was CONFIRMED + VERFIED, BUT NOT OK!!! It's a normal mobile phone bill with my name + address + number and they don't want to accept it, I'm going really crazy. Was with more than 30-40 providers and have never had such problems, it's just a cheek what Wallacebet is doing there, because of a mere €241.68, we just can't find the words. I hope we can solve this somehow. I've been waiting for over 3 weeks to finally get my money...

Hallo

Habe mich Anfang Februar bei Wallacebet angemeldet, dort 25€ eingezahlt und OHNE BONUS 241.68€ gewonnen, habe alle Dokumente geschickt was von mir angefordert wurden, die sind auch AKZEPTIERT worden und da steht auch VERFIED. Im Chat dann auch extra nachgefragt ob nun alles passt, da wurde mir Bestätigt „ALL OK" (habe ich abgespeichert). Habe dann meine Auszahlung beantragt, nächsten Tag kam dann die MAIL, das Dokument für die Telefon Verifizierung was BESTÄTIGT worden ist + VERFIED ist, DOCH NICHT OK!!! Das ist eine ganz normale Handy Rechnung wo mein Name + Adresse + Nummer da steht und die wollen das nicht akzeptieren, ich werde da echt wahnsinnig. War bei über 30-40 Anbietern und habe noch nie solche Probleme gehabt, das ist eine Frechheit einfach was Wallacebet da macht, wegen läppischen 241.68€, da fehlen wir einfach die Worte. Ich hoffe wir können das irgendwie lösen. Ich warte nun seit über 3 Wochen das ich mein Geld endlich bekomme...

Dear Ibra2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing a utility bill seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

thanks you for your fast Reply.

The Problem is the Mobile Phone Verficatation. Waiting over 2 Weeks now.

I sended a normal Invoice from my Provider, there you see my Phonenumber + My Name + My Adress.

Last Week they confirmed and verfied my Invoice! The Live Chat so say "Yes all fine, you can withdraw" And after 1 day my Withdraw was REJECTED!

This is really a big disaster, I never seen this. Wait over 3 Weeks for my Money! Wallacebet have all my docs!

Why I cant get a normal SMS to my Phone with a Code, than I confirm this and all is OK?

I will finally to withdraw my money!

Thank you very much, Ibra2022, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Ibra2022,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wallacebet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wallacebet Casino Team, could you please state the reason why the player's withdrawal has not been processed? Why the player's phone number verification was not successful? What other documents should the player send in order for the account verification to be complete?

Thank you in advance for providing the information.

Hello

Enclosed so the proof. Everything is verfied (so the PHONE = VERFIED). I have really no words why Wallacebet STILL don't withdraw my 241.68€. How it can be that such Sites are still online? Im speechlees

Why I still get no answer + can't withdraw?!

This is not normal!! Over 1 month I wait now!! for damn 241.68€

Dear Ibra2022,

Thank you for providing the update and screenshots. I sincerely hope the casino will contact us.

We would like to ask Wallacebet Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Ibra2022,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru