Dear yulpov,

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

Please allow me to ask you a few questions so I better understand the situation.

Could you please advise if you were able to complete the wagering of the bonus? Were you able to request a withdrawal? Which other documents did the casino request from you? Were you able to supply all of the documents the casino requested?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I have also sent another document which is Proof of income today (27.01.2023) to Wir-Wetten casino.

This document shows my income in Latvia

Thank you very much, yulpov, for providing the necessary information. I will now transfer your complaint to my colleague Andrej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear yulpov,

I have read through this thread and I understand the situation. I’ll contact the casino to see if I can help.

We would like to invite the representatives of Wirwetten Casino to join this conversation.

Dear casino team,

Can you please state the reason why the verification procedure, in yulpov’s case, has not yet been concluded? Any relevant information can be forwarded to [email protected].

Dear Andrej

A reply as been sent to you via E-mail.

Best regards

Wir-Wetten

Dear Wir-Wetten Casino team,

Thank you for providing the explanation via e-mail. Please note that I’ve replied to your message.

Dear yulpov,

To proceed with the investigation in this case, I’d like to kindly ask you to forward all of the information (documents) you sent to the casino along with all relevant communication to [email protected].

Dear Andrej

Documents sent to Your email:

official registration document for your residence in Latvia

proof of payment stating, that the Skrill account is registered in my name

proof where you have the balance on the Skrill account from

excerpt of your transactions from the past months on your Skrill account

Ukraine passport

proof of income

proof of address (utility bill)

all relevant communication 1 (action required)

all relevant communication 2 (please respond)

Please review

Thank you, yulpov, for providing the requested information via e-mail. Please be informed that the provided documentation is currently being looked into and will be subject to our internal discussion. As additional time is required for us to investigate the issue, I’m extending the timer by 7 days.

Thank you for your understanding.

Dear yulpov,

Based on the documentation and the communication with the casino you’ve provided us with, it seems that one of the reasons why the verification process was concluded as unsuccessful is certain inconsistencies regarding the source of the funds you deposited to your gaming account.

Therefore, to proceed with your case, we’d like to clarify a few circumstances regarding this matter. Please note that I sent you an e-mail with further instructions ([email protected]).

Looking forward to hearing from you.

Dear Andrej

I received Your e-mail and answered it.

Thank you

Thank you, yulpov, for your reply. To answer your question, please refer to this link: https://www.skrill.com/en/support/question/88/how-do-i-review-my-transactions/

Requesting a complete transaction history of a Skrill account containing payments older than one year is possible, however, it will require a special request. I’d like to kindly ask you, if possible, to arrange the request for both Skrill accounts in question.

Please let me know if you have any questions.

Dear yulpov,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Andrej

I have sent documents You requested to Your email.

Thank you, yulpov, for your e-mail. We’re still missing the transaction history from your Skrill account. To request full transaction history, please follow the instructions found at https://www.skrill.com/en/support/question/88/how-do-i-review-my-transactions/. You’ll need to send a request via e-mail, specifying that you’d like to request the history from all time (not just the last year).

Furthermore, it looks like the transaction history from the other Skrill account in question also only contains transactions from the last 12 months. If possible, please arrange the same request for this account.

Thank you for your understanding.

I requested transaction history from Skrill several times. Skrill closed my case(request) and does not reply. I cant do anything about it.

Going to send more requests.

Thank you, yulpov, for the update.

Could you please provide a screenshot of your initial request as well as the Ticket Response you received from Skrill? This information should be available in the ‘Contact Us’ section in your as well as your friend’s Skrill account.

I sent both (Yuliia and Maria) Skrill transaction histories to Your email [email protected].

Both transaction histories have transactions for ALL TIME, no just one year.

Thank you

Dear yulpov,

I’ve received your e-mail. Thank you for providing all the requested information.

Dear casino team,

After thoroughly investigating the situation, reviewing additional information that was not initially requested from the player, and discussing the case internally, we believe there is no justified reason for non-payment in this case.

With that being said, we believe the player should be paid in full. Further details will be communicated via e-mail.

Lastly, according to yulpov’s claims, the initial deposit that was allegedly returned to her, was never received. We'd like to kindly ask you to review the situation.

I’m setting the timer for 7 days.

Dear yulpov,

Please note that the issue was discussed with the casino team in a private conversation. We were informed that your initial deposit will be returned to your account, but unfortunately, the casino team failed to provide a reasonable explanation of their decision regarding your winnings and refused to reconsider it.

As expressed earlier, we believe there are no sufficient grounds for confiscating yulpov’s winnings and that without the need for any additional information, yulpov should be paid her winnings in full.

I’m setting the timer for 7 days. Should the situation not change, this complaint will be closed as ‘Unresolved’, which might negatively affect our rating of the casino.

We would like to ask the casino 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 may negatively affect its rating.

Dear yulpov,

Unfortunately, the casino team refuses to comply with our ruling. The reason being the origin of the funds you deposited cannot be verified, which, after taking into consideration all relevant facts, according to our opinion, is not a valid reason for non-payment here.

Since we’re not expecting a positive resolution to this issue, I strongly recommend submitting an official complaint to the official Regulatory Body (Alderney Gambling Control Commission) and/or the official ADR of the casino (IBAS). Additional details about this process can be found in the Terms and Conditions of the casino (paragraph 6.4).

Please let me know if you decide to do so and/or if our assistance is needed.

As this issue is still being discussed with the casino team in a private conversation, I’m extending the timer by 7 days.

I will keep this thread posted on any updates.

Dear Andrei

Information provided to you were not the same information that were provided to us. The information provided by the customer were not sufficient, to verify the origin of funds.

Since your investigation has finished, we will now proceed with returning the funds to the customer.

Thank you for your understanding an best regards

Wir-Wetten

Dear Wir-Wetten casino team,

Please note that the information provided by yulpov has already been forwarded to you via e-mail. I’ve attached the information again in my most recent e-mail reply.

Could you please state the amount that is to be returned to the player?

We would like to ask the casino 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 may negatively affect its rating.

Dear Andrej

A reply has already been sent to your E-mail from our side.

From our side, we consider the case as closed due to already mentioned reasons.

Best regards

Wir-Wetten

Thank you, Wir-Wetten Casino, for confirming.

Dear yulpov,

As explained earlier, since the casino team is refusing to comply with our ruling, I strongly suggest you submit an official complaint to the official Regulatory Body (Alderney Gambling Control Commission) and/or the official ADR of the casino (IBAS). Additional details about this process can be found in the Terms and Conditions of the casino (paragraph 6.4).

Please let me know if you decide to do so and/or if our assistance is needed.

Hi!

Wir-Wetten casino did not withdraw any money to my Skrill account.

I want to warn other players NOT to deposit to Wir-Wetten.

Casino reputation must decrease from Good to Bad , since it does not pay to players.

Dear Casino Guru Team , thank you for Your help , You can close the case.

Yuliia

Dear yulpov,

Before we close the case, could you please advise what was your decision in regard to submitting an official complaint regarding the issue?

Dear casino team,

Could you please let us know what’s the current status regarding the refund of the player’s deposit?

We would like to ask the casino 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 may negatively affect its rating.

Dear yulpov,

We were informed by the casino team that the refund of your initial deposit should be processed next week, no later than Wednesday.

Please let us know when there’s any news on your side.

Also, I’d like to kindly ask you to inform us about your decision to submit an official complaint to the casino’s regulator.

I’m setting the timer for seven days.

We were informed by the casino team that the refund of your initial deposit should be processed next week, no later than Wednesday.

Still not received a refund of my deposit.

I received 198 EUR and 200 EUR today.

Of course I am not satisfied with that , because I put my money at risk when playing slots, but received back only my deposit amount 200 EUR

(additional 198 EUR is what ?)

I dont want to waste my time with official complaint, better choose a HONEST casino and play there for example FRESH casino.

Thank you Casino Guru team for help.

Can close this complaint.

Thank you, yulpov, for confirming. The casino did not inform us about any amount being refunded to you other than your initial deposit, but I’m glad to hear that you’ve received the funds.

Nonetheless, since the casino team is refusing to comply with our ruling in this case, we are left with no choice but to close your complaint as ‘Unresolved’.

I understand this is not the outcome you hoped for, but the decrease in rating that comes with unresolved complaints might persuade the casino to change its approach.

As mentioned earlier in this thread, I still strongly recommend submitting an official complaint to the casino’s regulatory authority and/or the appointed ADR. I truly believe it’s worth a try. Should you change your decision about this, feel free to reach out to me via e-mail ([email protected]).

I am sorry we could not be of more help on this occasion.

The casino can reopen this complaint anytime.