Wallacebet Casino - Hráč nemůže hrát se svým vkladem.

Good day,

Due to a bonus offer I deposited €200.

After the deposit I would have to realize that I cannot play any games with the provider.

So I wanted to cash out.

A message can then appear that I have to convert my deposit once.

But that's not possible at all because, as I said, I can't play anything. There is always a message that playing is not possible.

So I tried to contact support.

Neither chat messages nor emails will be answered.

So I turn to you and ask for help

Guten Tag,

Aufgrund eines Bonus Angebotes habe ich 200€ eingezahlt.

Nach der Einzahlung müsste ich feststellen, das ich keinerlei Spiele beim Anbieter spielen kann.

Also wollte ich würde auszahlen lassen.

Daraufhin kann eine Meldung, ich müsse 1x meine Einzahlung umsetzen.

Das ist aber überhaupt nicht möglich, weil ich wie gesagt, nichts spielen kann. Es kommt immer eine Meldung, das spielen sei nicht möglich.

Daher habe ich versucht mit dem Support zu sprechen.

Weder Chat Nachrichten noch E-Mails werden beantwortet.

Daher wende ich mich an die und bitte um Hilfe

Dear BetMoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not placed a single bet so far? Could you please post here a screenshot of a message you see when you try to play?

Additionally, if the casino replied to you in the meantime, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Exactly, I can't play there and I can't place a bet (of any kind).

I've attached a screenshot.

Genau, ich kann dort nicht spielen und keine Wette (in welcher Form auch immer) setzen.

Einen Screenshot habe ich angehangen.

Thank you very much, BetMoe, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, BetMoe,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wallacebet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wallacebet Casino Team,

Could you please provide us with a reason causing the mentioned issue? What steps should the player take to get his deposit refunded?

Thank you in advance for providing the information.

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 BetMoe,

For some reason, currently, the casino is not able to reply directly in this thread.

However, I received the information from the casino representative that you should have been contacted and instructed to make a withdrawal request. Then, the casino representative assured me that a withdrawal should be processed as soon as possible.

Can you please confirm you were informed about this, and that it was possible to make a withdrawal request? Is there any progress with your issue? Could you provide me with an update?

Hello,

Yes, that is correct, I have been contacted and have made the withdrawal request.

I'll let you know as soon as it's paid out

Hallo,

Ja, das ist korrekt, ich bin angeschrieben worden und habe die auszahlungsanfrage gestellt.

Ich melde mich, sobald ausgezahlt wurde

Great, BetMoe! I am glad we moved forward with your problem.

Yes, of course, please let me know when you receive the payment or if there is any update.

Looking forward to hearing from you.

Dear BetMoe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru