Hello,

I signed up at Wallacebet Wednesday last week, deposited 100 euros via Muchbetter and then won 1454.85 euros, I deposited with no bonus.

Now I have uploaded my identity card, proof of address (bank statement) and 2 screenshots from Muchbetter, which have been verified. Wallacebet's trial lasted a full 8 days. I wasn't able to withdraw during this time and even though I'm now verified I still can't withdraw.

Please let me know where the problem lies.

Hallo,

Ich habe mich Mittwoch letzte Woche bei Wallacebet angemeldet, 100 Euro per Muchbetter eingezahlt und dann 1454.85 Euro gewonnen, ich habe ohne Bonus eingezahlt.

Nun habe ich meinen Personalausweis hochgeladen, einen Adressnachweis (Kontoauszug) und dazu noch 2 Screenshots von Muchbetter, welche verifiziert worden. Die Prüfung von Wallacebet hat ganze 8 Tage angedauert. Ich konnte in dieser Zeit nicht auszahlen und obwohl ich nun verifiziert bin, kann ich immer noch nicht auszahlen.

Bitte teilt mir mit, wo hier das Problem liegt.

Hello panderjulien,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wallacebet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My account has been verified since today, but it took 9 days, which I think is a long time, I only played with real money, I last spoke to the casino today and was finally able to make a withdrawal request. At least from the first 1,000 euros.

I would now wait another 2-3 working days to see whether it will actually be processed.

So perhaps my concern has already been clarified, but I'll let you know again

Mein Konto ist seit heute verifiziert, das hat allerdings 9 Tage gedauert, was ich schon sehr lange finde, ich habe ausschliesslich mit Echtgeld gespielt, ich habe heute zuletzt mit dem Casino gesprochen und konnte nun endlich eine Auszahlungsanfrage stellen. Zumindest von den ersten 1.000 Euro.

Ich würde hier jetzt nochmal 2-3 Werktage abwarten, ob die dann auch wirklich bearbeitet wird.

Also vielleicht hat sich mein Anliegen schon gekl?rt, aber ich gebe nochmal Bescheid

Of course the withdrawal request has just been declined, now they want a selfie with ID, I will provide that and then get back to you

Natürlich wurde die Auszahlungsanfrage soeben abgelehnt, nun wollen sie ein Selfie mit Ausweis, ich werde dies bereitstellen und mich dann noch einmal melden

Hello panderjulien and thank you for the new information. Please let us know once the casino responds to you regarding your verification.

my selfie was accepted but my withdrawal request was cancelled, now you want a list of my ewallet transactions and how i paid for them, i have now uploaded several documents, now tell me to wait another 5 days, then cancel my withdrawal again and request a new document, how can this be legal? Should I contact Madre? Or can you solve this?

mein Selfie wurde akzeptiert, aber meine Auszahlungsanfrage wurde storniert, Sie wollen nun eine Auflistung meiner Ewallettransaktionen und wie ich diese bezahlt habe, ich habe nun etliche Dokumente hochgeladen, nun sagen sie mir ich soll nochmal 5 Tage warten, dann stornieren sie erneut meine Auszahlung und fordern ein neues Dokument an, wie kann sowas legal sein? Soll ich mich an Madre wenden? Oder k?nnt ihr das l?sen?

Just got this mail from wallacebet after 3 weeks delaying withdrawals, unbelievable

Thank you panderjulien for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi panderjulien,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from Wallacebet Casino to join this conversation and participate in the resolution of the case. Can you please share more information regarding the player's complaint? Are there any reasons for the cancellation of the player's withdrawal requests and additional checks of the account if it's been previously verified?

Best regards,

Natalia

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’.

Hi panderjulien,

Since we haven't received any response from the Wallacebet, as per our policy we cannot continue resolving your complaint without any cooperation from the casino's side. I'm very sorry that I couldn't be of more help, but at least this unresolved case will warn other players about the negative experience they may have. The casino's rating will be also influenced by the complaint.

I really hope that you won't come across any issues in online casinos again.

Best regards,

Natalia

Thanks for trying, I'll forward this to Madre.

Danke fürs Probieren, ich werde dies an Madre weiterleiten.