Dear Basel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask them to shed some light on this matter, but, before we do that, could you please confirm, that you have passed the KYC (verification) process successfully? If you received any confirmation email from the casino, please forward it to [email protected] (together with any other relevant communication).

Do I understand it correctly that your chosen payment method was bank transfer and the withdrawal is still pending inside your account and it has never been processed?

I truly hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much. Basel, for your reply. Could you please forward the screenshot from the complaint to my email address [email protected]? I couldn’t open it. Additionally, do I understand correctly that you haven’t placed any bets, the withdrawal was requested right after deposit? We are dealing with a refund, not winnings, is that right?

Could you please forward screenshot from the complaint to my email address [email protected]? I couldn’t open it. Additionally, could you please elaborate why you have requested a refund? What was the reason?

Thank you very much for the screenshot. Could you please elaborate why you have requested a refund? What was the reason?

Did you receive the proof?

Haben Sie den Nachweis erhalten?

I’m afraid I don’t understand completely. What kind of proof? In my last reply I have asked you to clarify what was the reason for a refund.

Because of my gambling behavior, I don't want to wager any money there.

Aufgrund meines Spielverhaltens m?chte ich dort kein Geld umsetzen.

No, I’m sorry, I haven’t received any proof. 

Please have a look at my old entries, it is even public. Many thanks

Schauen Sie bitte bei meinen Alten Eintr?gen, es ist sogar ?ffentlich. Vielen Dank

I’m truly sorry but I don’t understand what you mean. You sent me a proof that you‘ve request a refund due to a gambling problem, is that correct? 

For the last time please, I’m asking you a reason why you have requested a refund. You claim it’s due to a gambling problem, but I haven’t received any supporting evidence. Have you informed the casino? 

Good day,

no, I did not inform the casino about my gambling addiction. I made a deposit and then immediately submitted a withdrawal request.

Unfortunately, no one has generally replied to my emails until today.

Thank you for your support.

Kind regards

Basel09

Guten Tag,

nein ich habe das Casino nicht über meine Spielsucht informiert. Ich habe eingezahlt und dann direkt wieder einen Auszahlungsantrag gestellt.

Leider hat aber bis heute niemand generell auf meine Emails geantwortet.

Danke für Ihre Unterstützung.

MFG

Basel09

Thank you very much, Basel, for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Thomas,

I'm taking over your complaint. I think I know where the problem is. Almost all casinos have a term in their T&Cs stating that if you deposit money to the casino, you will not be able to make a withdrawal without wagering the funds due to anti-money laundering reasons. I found the following rule:

"9.11 When an Account Holder wishes to withdraw funds they have deposited into their Wizabet Account but have not wagered the deposit amount at least once, Wizabet will refuse the withdrawal due to AML (Anti-Money Laundering) reasons."

I will contact the casino and see what can be done since you have a gambling problem, but I'm afraid you will have to wager the funds once as mentioned in their T&Cs.

I can't even cancel the payout.

Nobody has answered until today. Thanks for the support.

Basel09

Die Auszahlung kann ich ja nicht mal stornieren.

Keiner hat bis heute geantwortet. Danke für den Support.

Basel09

We would like to ask the Wizabet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Tommy,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime I recommend you to submit a complaint here: https://validator.curacao-egaming.com/validate?domain=www.wizabet.com&seal_id=d92ba04fb3b2a107f366d780ee8428c512256af4997e069ee93e1a6940c9399fd690e535947361b18221b9bb80316d72&stamp=3d933cebbcb462ffa937c54da09337de.

I wish I could be of more help.

Best regards,

Peter