Wizebets Casino - Вилучення гравця було відхилено.

I made a withdrawal request at Wizebets for €500, which is the daily withdrawal limit. The next day, I made another withdrawal request for an additional €500. This second withdrawal was rejected by the casino, claiming that the daily limit is €500. If the daily limit is €500, I should be able to make another withdrawal the next day as 24 hours had already passed since the first one. However, it was still rejected.

Today, to my surprise, my first withdrawal was rejected by the casino, stating that the limit per withdrawal is €500. So, either I am an idiot or I don't know how to do math. If the daily withdrawal limit is €500, I can withdraw €500, but I can't withdraw more than that in a single day. Right? Even a child can understand this! I am very disappointed with the service provided by the casino because it's clear to me that they are stalling the withdrawal so that I continue to gamble and leave the money there. But I will not play there anymore and I want to withdraw all my money from the casino.

Eu fiz um pedido de saque na Wizebets, de 500€, que é o limite diário de saque. No dia seguinte fiz um novo pedido de saque de mais 500€, este segundo saque foi rejeitado pelo casino, alegando que só é permitido saque de 500€ diário, ora, se é 500€ por dia, eu poderia fazer outro saque no dia seguinte pois já tinha passado 24h desde o primeiro saque, mas ainda assim foi rejeitado.

Hoje, e para meu espanto, o meu primeiro saque foi rejeitado pelo casino, alegando que o limite por saque é de 500€... Então, ou eu sou burro ou não sei fazer contas, se o limite de saque diário é 500€, eu posso levantar 500€, não posso é levantar mais do que isso.!? Certo?? Acho que até uma criança entende bem isso!! Estou muito desiludido com este serviço prestado pelo casino, porque para mim é óbvio que estão a amarrar o saque para eu continuar a jogar e o dinheiro ficar lá. Mas eu não vou mais jogar lá e quero levantar todo o meu dinheiro de lá.

Dear ricardojds306,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you are experiencing with your withdrawal requests at Wizebets.

To better understand your situation and assist you effectively, could you please provide some additional information? Specifically:

• Can you confirm the exact dates and times when you submitted each of the withdrawal requests?
• Did you receive any email or message from Wizebets explaining why your second withdrawal was rejected?
• Have you encountered similar issues with withdrawals at this casino before?
• Are there any additional terms and conditions mentioned in your account or on the casino's website regarding withdrawal limits that might clarify this situation?
• Could you provide any screenshots or copies of the communications you have had with the casino regarding these withdrawals?

Please forward any relevant communication to petronela.k@casino.guru.

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,

Petronela

In all the cancellations they made of the withdrawals, they sent me an e-mail informing me, in this last cancellation regarding the first withdrawal, they didn't send me an e-mail informing me, they simply canceled it and I only saw it because I noticed that my account balance was overdrawn and I was surprised.

Em todos os cancelamentos que fizeram dos saques, eviaram-me um e-mail a informar, neste ultimo cancelamento relativo ao primeiro saque, não me enviaram nenhum e-mail a informar, simplesmente cancelaram e eu só vi porque reparei no saldo da minha conta que estava a mais e estranhei.

I've already sent the receipts to your e-mail address.

Já enviei os comprovativos para o seu e-mail.

I fully understand your frustration, ricardojds306. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good morning, I'm really demoralized and unfortunately I'm beginning to lose hope that the withdrawal will be transferred to my account. 😥 But I'll still follow your suggestion and wait a bit longer. The casino sent me an e-mail today saying again that my case is still under evaluation.

Thank you in advance for your help.

Best regards

Bom dia, de facto estou desmoralizado e infelizmente começo a preder a esperança que o saque seja transferido para a minha conta. 😥 Mas ainda assim, vou seguir a sua sugestão e aguardar mais um pouco. O casino me mandou um e-mail hoje, a dizer novamente, que o meu caso continua ainda em avaliação.

Obrigado desde já, pela sua ajuda.

Cumprimentos

Thank you very much, ricardojds306, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ricardojds306,

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

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

Dear Wizebets Casino,

I would appreciate it if you could provide clarification regarding the delay in the player's withdrawal. Additionally, could you share an estimated timeframe for when the player can expect to receive their funds?

Dear ricardojds306 and Michal,

Thank you for contacting us and explaining the situation.

We are sorry that your withdrawal was canceled and you were not notified.

Unfortunately, the withdrawal was canceled due to a technical error where the cryptocurrency was not specified and only the method was known, which is why we were unable to process your withdrawal and had to cancel it. The player lost all the funds after the withdrawal was canceled, but was able to place a new withdrawal.

According to our Terms and Conditions, withdrawal requests are processed by the Finance Department within three (3) business days after the request is submitted and/or three (3) business days after the last withdrawal request is paid, provided that all other conditions are met and verifications are completed as specified in the Terms and Conditions. The agents of the Finance Department process these requests from 6:00 to 17:00 GMT, Monday through Friday.

We will be happy to assist you in this situation and answer any questions you may have.

Best regards,

Wizebets Casino

Thank you for the clarification, Wizebets Casino team.

Dear ricardojds306,

According to the response from the casino team, your withdrawal request has been canceled because you did not specify the cryptocurrency. Could you please confirm whether you have depleted your balance through additional gameplay?

Good afternoon, I did specify the cryptocurrency via the crypto address. But unfortunately, due to the casino's response action system and the successive cancellations of withdrawals either by crypto or by bank transfer, I have exhausted my balance. That's why I'll never play at this casino again. They are not honest, they cancel withdrawals for no reason, they have a daily withdrawal limit of 500€, I made a withdrawal request for 500€ and they claimed that I exceeded the daily limit, Liars and dishonest!!!.... Anyway, I will not play in this casino again for sure.

Sincerely

Boa tarde, eu especifiquei a criptomoeda sim por meio do endereço cripto. Mas infelizmente e por culpa do sistema de ação de resposta do casino e pelos cancelamentos sucessivos dos saques quer por cripto, quero por transferência bancária, eu esgotei o meu saldo. Por isto, eu nunca mais irei jogar neste Casino. Não são honestos, cancelam os saques sem motivo, têm um limite de saque diario de 500€, eu fiz pedido de saque de 500€ e alegaram que ultrapassei o limite diario, Metirosos e desonestos!!.... Enfim, não jogarei mais neste casino com toda a certeza.

Atenciosamente

Dear ricardojds306,

I can agree with you that the communication from the casino team about your withdrawal could have been much better. We would ideally like to see the withdrawals processed the same day, however, this is not always possible due to several factors such as the licensing authority, geolocation, contracts with the payment providers, bank restrictions, and others, all of which have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed, and this is not always in the "casino's hands." That’s why we advise players to be patient and cooperate fully with the casino.

I agree that if the withdrawal had been processed promptly, this situation might have been avoided. However, since you chose to continue playing with your balance and unfortunately lost it, there is essentially nothing further we can offer at this time, as the decision to keep playing was entirely yours. I realize this situation may have left you with a "bitter taste," but unfortunately, since your balance was fairly depleted prior to our ability to assist you, there's basically nothing more we can do at this point.

Please let me know if I can assist you with anything else or if I can consider your complaint not relevant anymore.

This case is closed as far as I'm concerned.

Thank you all the same for trying to help.

Sincerely

Por mim este caso está encerrado.

Obrigado ainda assim, pela tentativa de ajudar.

Atenciosamente

Thank you for the confirmation.

Given the complainant's acknowledgment and the circumstances outlined previously, we have determined that this complaint is no longer relevant. We will now mark it as "rejected" in our system. I would like to thank both parties for their cooperation.

Should you experience any issues with this or any other casino in the future, please feel free to reach out to us, ricardojds306. We are here to assist you.

Best regards,

Michal

Casino Guru