Wallacebet Casino - Затримка зняття коштів

Dear LCS Limited,

I am very disappointed as a loyal player of wallace bet since 2021. When depositing money there are never any problems but when paying out money it is difficult as if the casino does not want to pay out which is illegal according to ADR & MGA. I am going to close a dispute with ADR MALTA today because my withdrawals are constantly not wanting to pay out. I also find it strange that I have to re-verify myself when this has already been completed.

I would like you to accept my recordings from now on and not make any problems.

1. After the first mail (see attachments) they said that i need to complete some T&C for a withdrawal after i did it they ask for my verification after i already did in 2021.
2. I had to find out myself why my recordings were canceled thanks to the live chat I knew otherwise it would never happen

Greeting

Adnan D***

Dear Andnandagn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear all,

We would like to inform you that since the publication of this complaint the withdrawals have been processed in accordance with our Terms & Conditions. Kindly note that before a withdrawal can occur, deposited money must first be wagered and used for gameplay, in order to combat fraud and money laundering.

Kind regards,

Wallacebet Support Team

Dear Andnandagn,

Have you received your withdrawal from the casino yet?

Dear Andnandagn,

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 Kristina,

Would you like us to send proof of payment via email in order to resolve this complaint quicker?

Kind regards,

Wallacebet Support Team

Dear Wallacebet Support Team,

Thank you for your reply. Feel free to forward the evidence to kristina.s@casino.guru. Thank you in advance.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.