Wallacebet Casino - Гравець стверджує, що на його рахунку відсутні кошти.

Good day to you all! The con artists at Wallacebet casino stole $680 from me. Their site went under reconstruction and once they switched platforms and returned, $680 mysteriously disappeared from my account. I do still have the screenshots of my balance. They didn't even bother to explain anything to me, they simply swiped the funds from my account!

Доброго дня шановні! Шахраї з казино wallacebet вкрали у мене 680$. Їх сайт уходив на реконструкцію і після того як вони змінили платформу і повернулися у мене з мого рахунку зникло 680$. Скріншоти мого балансу в мене лишилися. Пояснювати мені вони нічого не стали, а просто вкрали з рахунку мої кошти!

Hello xray200,

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 if yes, since when exactly? When exactly did the site stopped working and when did you switch to the different platform? What did the casino say when you contacted them with this issue?

Please forward any relevant conversation regarding the issue to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Dear xray200,

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.

Good day! Yes, my account is verified! After they switched to the new platform, they only transferred my last deposit to me. They did not transfer most of the balance to the new platform, but simply canceled my funds. They wrote to me that this decision was made by the risk department and that it is final and they will not comment on this decision! This is some absurdity!

Доброго дня! Так мій обліковий запис підтверджено! Після того як вони перейшли на нову платформу, вони перевели мені тільки мій останній депозит. Більшість балансу вони не стали переводити на нову платформу а просто скасували мої кошти. Вони написали мені що це рішення прийняте риск департаментом та воно фінальне й коментувати це рішення вони не будуть! Це якийсь абсурд!

Hello xray200,

Could you please advise if the balance the casino voided was accumulated by a bonus or not? It might explain that if you did breach the bonus terms they credited the deposit only.

No! I did not take any bonuses from them.

Ні! Бонусів я ніяких в них не брав.

Dear xray200,

Is there actually any evidence of your previous balance on their old platform? Is there any betting or deposit history migrated from the old platform to the new one which you could forward to nikolas.b@casino.guru?

Dear xray200,

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.

I have emailed you the screenshots. With my balance before upgrading their platform and also after. You can also see my correspondence with support on the screenshots!

Я відправив вам на пошту скріншоти. З моїм балансом до оновллення їх платформи, а також після. Також на скріншотах ви можете побачити мою переписку з саппортом!

Thank you xray200 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello xray200,

I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Wallacebet Casino to join the conversation.

Dear Wallacebet Casino,

Can you please provide more information on why was the player's balance confiscated? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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 xray200,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt / https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (michal.k@casino.guru). Also, if you will lodge a complaint with the regulator, please, let me know and, please, provide me with the proof (screenshot, e-mail, etc.). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru