Wazbee Casino - La cuenta del jugador ha sido bloqueada después de un problema de verificación de identidad.

When I tried to withdraw my money, my account was blocked and I was asked to complete a video verification. In English, via Skype! I don't know English, and I don't have anyone who can help me with this. It's just discriminatory. This is my first experience like this in 6 years of playing at the casino.

The video verification is scheduled for tomorrow. I'm curious how they see this working? The operator will start speaking, I won't be able to reply because I don't speak the language, and my account will get blocked?

How legal is it to call people on Skype to confirm their identity? Where do I file a complaint to investigate this license?

Когда выводил деньги, заблокировали аккаунт и потребовали пройти видеоверификацию. На английском языке через скайп! Я не знаю английского языка и у меня нет знакомых кто может с эти помочь. Это просто какая-то дискриминация. Первый такой опыт за 6 лет игры в казино. 

Видеоверификация назначена на завтра. Интересно как они это видят? Оператор начнет говорить, я не смогу ответить, потому что не владею языком и мою учетную запись заблокируют?

Насколько законно вообще звонить людям в скайп для подтверждения личности? Куда подавать жалобу чтобы провели проверку этой лицензии?

Dear dudantik,

Thank you very much for submitting your complaint.

I’m sorry to hear about the challenges you’re facing with the casino regarding the video verification process. To assist you better, could you please provide more information on the following points:

• What specific instructions or communication did the casino provide regarding the video verification process via Skype?
• Did they offer any alternatives or assistance considering your language barrier?
• Have you attempted to communicate your language limitation to the casino? If so, what was their response?
• Could you clarify the timeline and details of when your account was blocked in relation to when the video verification was requested?

If you have any relevant communication or documentation related to this issue, including screenshots or emails from the casino, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I placed a withdrawal last night. $432. In the Wazbee system, the money was displayed as withdrawn. But they didn’t come to me for several hours and I contacted support. Support said to expect messages by email. I am attaching screenshots of all correspondence

Я поставил вывод средств вчера вечером. 432 доллара. В системе Wazbee деньги отобразились как выведенные. Но они мне не приходили несколько часов и я обратился в поддержку. Поддержка сказала ожидать сообщений на почту. Прилагаю скрины всей переписки

And this morning I was unable to log into my Wazbee account. It says it's blocked

И сегодня утром я не смог войти в свой аккаунт Wazbee. Написано что он заблокирован

Hello. They called me and did a video verification

I'm waiting for my account to be unlocked. I’ll write to you here right away whether the issue has been resolved or not.

Здравствуйте. Мне позвонили и провели видеоверификацию

Я ожидаю разблокировки своей учетной записи. Сразу же отпишу вам сюда, решился вопрос или нет

Hi dudantik,

Thank you very much for the update. Please keep me informed about any further developments.

Looking forward to hearing from you.

Hello. The issue has been resolved. The account was unblocked and the money was withdrawn. No further sanctions were applied. The complaint can be marked as resolved, but I will leave a review to warn other players about a possible video verification in English

Здравствуйте. Вопрос разрешился. Аккаунт разблокировали, деньги вывели. Никаких санкций дальнейших не было применено. Жалобу можно пометить как решенную, но я оставлю отзыв, чтобы предупредить других игроков насчет возможной видео верификации на английском языке

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dudantik, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru