MrWest Casino - Player's account has not been closed.

I emailed the casino via there support email (states in terms and conditions to use that email for self temporary and permanent exclusion.

stated that I only gamble due to my metal health and depression. Stated that I can’t afford it and I’m in debt because of I have a gambling problem. I emailed them 3 days ago to protect myself. Account still not closed have not had any acknowledgment or anything. I have asked for a refund via chat due to gross negligence, I’ve been lied to stating I have to email the vip even though it states in the terms and conditions you have to email support, got told I must have them mixed up with another casino etc. I wanted my account closed as I knew this would happen as I’m going though something very big in my life at the moment which I’m under a therapist for.

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Dear Shell072,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion policy and I found this:

Self-exclusion - If you feel that you may have lost control of your gambling, we provide a self-exclusion facility which can be activated by contacting support@mrwest.win. Self-exclusion means that your account will remain closed during the entire exclusion period, which can be set for a minimum of 6 months. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting the above email address. Any funds remaining in your account/s, shall be immediately returned to You, with an applied deduction equivalent to the transaction processing fees. We may ask you to provide account details or payment method details (such as bank account details or other applicable methods) in order to perform the refund; Kindly make sure that all account details, such as email address, full name, etc. are accurate at all times. Kindly check clause 9.7 from "Terms and Conditions" Section related to retaining funds. Reasonable endeavors will be used to enforce your self-exclusion. However, you acknowledge that the primary responsibility for controlling your behavior lies with you, thus you accept that we will not be liable if you continue gambling and/or seek to use the Website and we fail to recognize or determine that. We also recommend that consideration is given to the installation of software that will allow you to block access to internet gambling websites. See Filtering Systems at the bottom of this page.

Could you please clarify when exactly you made the last successful deposit? Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Today and yes still have access unfortunately

I also requested for my account to be closed 20/11/2025

Hello Shelley and Kristina,

Thank you for reaching out, and I’m sorry to hear about your situation.

After reviewing the account, I can confirm that no self-exclusion request has been received for this casino account so far.

To proceed with placing a self-exclusion, you may choose one of the following options:

• Send a request directly to support@mrwest.win from the email address registered to your casino account. Please clearly state that you wish to self-exclude, specify the duration of the exclusion, and confirm your date of birth.
• Submit the request directly via the dedicated self-exclusion option by clicking on the licence seal located at the bottom of any page on the website.

In light of the statements made, I have placed the account under a temporary hold until we receive your official self-exclusion request and the exclusion is applied.

Please do not hesitate to contact us if you require any further assistance.

Kind regards,

Eva Stone

Head of Customer Experience

i have sent 2 requests!! I’m not going to show my email address for the full view, but it is exactly the same email address that my account is registered with and my username.

I can’t understand why you are keep denying and lying. I think you will find the hard evidence very suffice

I just want my money back from when I originally put the first request requesting to close my account being the 20th of November this year. if my account has been closed, I would not be in the position. I am in now.

Live chat was extremely rude calling me a liar and stated that self exclusion does not get sent to that email address even though it’s stated in the terms and conditions

You have also stated you have put a temporary hold on the account.

if that’s the case, why can I still login? Just seconds ago?

4 days and still no response

Hello Shell072,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thankyou

Dear Shell072,

I apologize for my late response. Could you please provide a brief update on the current status of this complaint so we can proceed accordingly? Is your account accessible? Have you received any response from the casino support regarding this issue?

Hi,

I can still login but no and no response received

thanks

Dear Shell072,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Shell072, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While waiting for the casino to respond, could you please forward me via e-mail (matej.l@casino.guru) your original messages requesting self-exclusion from 20/11 and 16/12 (of which you have posted screenshots in one of your previous posts)? That would be much appreciated.

I’d like to invite a representative of MrWest Casino to join the conversation and participate in the investigation of this case as well. I would also appreciate if the casino could provide us with any and all relevant evidence about not receiving self-exclusion requests. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru and will not be shared or forwarded further.

Thank you for your patience and cooperation in advance.

Hi, will

send over soon

hi Matej I’ve emailed the information as requested

thanks

Hi

is there an update

Hello Shelley and Matej,

Following a thorough review of our records, we can confirm that no account-closure request has been received from the player. Please note that all email requests are processed within one business day. Had such a request been submitted, the player would have received written confirmation from our support team within this timeframe.

To date, the player has not completed the account-closure procedure as outlined in my previous reply. As such, the account remains on a temporary hold pending receipt of a clear and compliant closure request from the player.

Should you require supporting documentation or evidence from our side for the purposes of this case, please advise specifically what information is needed and we will be happy to provide it.

Please do not hesitate to contact us should you require any further clarification or assistance.

Kind regards,

Eva Stone

Head of Customer Experience

Hi

I have sent 2 emails requesting closure and I’ve had no reply

Dear MrWest Casino, as per the player's evidence, self-exclusion requests stating gambling addiction were sent to the support@mrwest.win on 20th November and 16th December respectively. These messages were sent from the Gmail account associated with her registered account. Can you please confirm if your help desk system sends any kind of confirmation after receiving messages? Like an automated confirmation with ticket ID number or something similar.

Also, do I understand it correctly that the player's account is currently suspended, and you still need confirmation to proceed with the procedure? If so, would a message containing the gambling addiction statement and player's personal detail be deemed enough to finish the account closure? Thank you.

Hello Matej,

I have carefully reviewed our records and was unable to locate any requests from the player corresponding to the dates mentioned. Please note that if emails are sent directly to our support address, no automated confirmation is generated. Such requests are reviewed by our support team within one business day, and a response is provided once the review is completed.

The hold currently placed on the account is temporary and was applied based on the statements made by the player in this thread. To proceed with a full account closure, the player must submit a clear written request to support@mrwest.win.

The request should clearly specify the following:

• Whether the request is intended as a self-exclusion or a voluntary account closure;
• If self-exclusion is requested, the desired duration (fixed term or permanent);
• Confirmation of the player’s full name and date of birth.

Kind regards,

Eva

Head of Customer Experience

Dear Eva, thank you very much for the details. Would it be possible to e-mail me (matej.l@casino.guru) with a system screenshot showing communication (e-mails and live chat) from the player's address between 19/11 and 17/12? No sensitive information or internal communication will be shared or forwarded, this is purely to be used only internally as evidence form the casino. Thank you.

Dear Shell072,

While waiting for the casino's response, I would like you to send the following e-mail to the support team:

---------------------------------------------

Email subject: Self-exclusion

Player’s info

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings MrWest Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

---------------------------------------------

Please send this email to support@mrwest.win (and CC me at matej.l@casino.guru in the copy) to ensure your account gets permanently self-excluded. Thank you in advance.

Hi

will do now

Thanks

Hello Matej,

I can confirm that the player’s self-exclusion request was received on Monday and was processed by our team on the same day, in accordance with our internal procedures.

I have forwarded all email correspondence received from the player during the specified period for your review.

Kind regards,

Kind regards,

Eva

Head of Customer Experience

Thank you very much for the message, I have sent a reply just now.

Dear Shell072, according to the casino, the support team has sent you a message on 30th November asking to confirm your decision to self-exclude. Do you have it in your mailbox, or maybe spam box? Did you respond to this message at some point? Thank you.

Hi

sorry, my apologies. I have just looked that up under that date and it was in my spam. This has been overlooked.

I still don’t think it’s feasible enough though getting a reply 10 days from the day I originally sent the email stating I had a gambling problem and to permanently close my account

From the 23rd to the 28 of November I paid deposits totally £681.92. If this had of been dealt with straight away, I should not have been able to make them

I’ve just looked and the original email I sent on the 20th of November will send it 1am in the morning so they had all of that working day to look into it too especially when I marked the email as urgent

thanks

Any updates please

Dear Shell072, I am still waiting for the response from MrWest Casino. I am swapping the timer towards the casino, to speed up the resolution.

Hello Matej,

I have addressed your questions.

Kind regards,

Eva

Head of Customer Experience

Hello, I can confirm reception of the message, and replied to it with a proposed solution. Once I hear back, I will summarise the whole case in my next response.

Hello Matej,

I have replied.

Kind regards,

Eva

Head of Customer Experience

I have responded to the counter-arguments provided by the casino, and am waiting for the response. So far, we disagree on certain key points of this complaint, and we are discussing different angles and possible outcome for this issue. Hopefully the next response will be definite and we can move towards the final steps.

Ok thank you

Hi, any update

thank you

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.

Hello Matej,

I have replied to your last email on the 27th of January.

Kind regards,

Eva

Head of Customer Experience

I can confirm reception of the message, and have sent response to the last MrWest Casino e-mail. Apologies for the delay.

Dear Shell072, the casino representative needs to check the conversation you had with the live chat agents regarding your self-exclusion. I have seen some screenshots, but those had no dates showing. I am not even sure if it was one or more conversations.

Could you please post a quick response in this thread, stating how many times you have contacted the live chat about your self-exclusion, including dates and approximate time of the chat/s? That will help speeding up the data extraction and hopefully will also help bringing this case to a close a lot faster. Thank you very much! :)

Hi

i didn’t screen shot the first chat but this is the second time I contacted them on live chat. It’s was around 6th of January around 4.45pm

I have attached screenshots

thamks

Hello Shelley,

Please be advised that your casino account was restricted from depositing and gameplay effective December 19, following the statements you made in this thread.

As a result, at the time this conversation occurred, your account was already under restriction. The only remaining step required from your side was to submit a formal request via email to initiate the self-exclusion process, as previously advised.

Should you require further clarification regarding this matter, please do not hesitate to contact us.

Kind regards,

Eva

Head of Customer Experience

Hi

There was no restriction at all. I was still allowed to deposit last month as my email never got to replied and my account never got closed. You still let me make deposits until the 10th of January until casino Guru got in contact with you that’s when you put the restrictions on my account. I have all the payments on my bank statements

Hello Shelley,

Your account has been restricted from placing bets and depositing starting with 19/12/2025 - 15:21:46 (GMT Time).

The last deposit made to our casino was on 19/12/2025 - 04:32:40 (GMT Time).

Kind regards,

Eva

Head of Customer Experience

Hi

it definitely wasn’t, I’ve got the deposit on my bank statement

Hi

sorry I have just doubled checked your right. It was the 19th of December.

The point being my account wasn’t closed the first time I asked. It took you over a week to get back to me and yes I did overlook that email but it should’ve been flagged when I continued to deposit when I explained I had a gambling problem then again when I sent that second email I never got a response.

un I didn’t see the first email until as few weeks ago as I found it in my spam when I was asked to check but the date was not immediately after I asked. There should have been a restriction put in my account straight away until I replied. But the second one I didn not even get a reply. You have failed to protect a customer with a gambling problem

It was only when casino guru got in contact with yourself. You restricted my account. You should’ve done that immediately as soon as I sent you the first email.

Hello Shelley,

Thank you for your message. I acknowledge your concerns; however, as no further instruction or confirmation was received from you, the account remained active.

Please note that players have two formal options available should they wish to restrict or terminate access to their account:

Voluntary Account Closure or Self-Exclusion directly to the casino

A self-exclusion request must be submitted in writing via email, clearly stating your intention to self-exclude, the duration of the exclusion, and confirmation of your personal details. The account is only closed once all required information has been correctly received and verified.

Self-Exclusion via the casino regulator

Alternatively, you may submit a self-exclusion request directly through the casino regulator using the dedicated link available in the footer of the casino’s website.

Until one of the above procedures is completed in full, the account cannot be actioned or closed.

Additionally, if your intention was to limit your ability to deposit or participate in gameplay, responsible gaming limits were available to you at all times. Based on the correspondence you provided, such limits were offered, but no request was made to have them applied. Limits can be implemented immediately upon request via Live Chat or email.

Should you require further clarification regarding these processes, our team remains available to assist.

Kind regards,

Eva

Head of Customer Experience

Casino guru please can you comment as I still don’t feel like the casino has handled this correctly

thanks

After reading through all the screenshots I have been given, and discussing the issue with the casino representative, I think the situation could have been handled better by both parties.

Dear Shell072, you could have sent more messages requesting self-exclusion, you could have asked the live chat to confirm reception of your messages, and use the options provided by the live chat agent. At the same time, MrWest Casino could have reacted faster, and at least suspend an account when they learned about your gambling addiction. The whole situation gets even more frustrating also due to the original e-mail - and the response to it - both ended up in each other's spam box.

This creates a situation that is not so one-sided as most of the usual self-exclusion cases are. Currently, I have requested your cashier history from the time between your request being sent until the account got closed, to get better insight about the financial part of this case. Then, I will try to come up with a solution that will hopefully be acceptable by yourself and the casino too. I will post another update once I get the cashier history and can review it. Thank you for your understanding.

Thank you

Hi any updates please

Dear Shell072, the moment I hear back from the casino representative, I will post an update.

Hello Matej,

I have replied to your last email.

Kind regards,

Eva

Head of Customer Experience

I can confirm reception of the message. Response with a proposal for solution has been sent back.

Dear Shell072, I believe we have communicated all the important details regarding your case with the casino representative. I understand the reasoning behind casino's stance, outlined our view points and proposed a solution. Based on the response, I will provide details once we agree (or disagree) on how to close this case successfully. I appreciate your patience during this process, and I am doing my best to speed things up as much as possible.

Hi

Thank you for the update

Hi any update

thanks

Dear Shell072, after a lengthy conversation with the casino representative, I believe we have reached a point where the complaint can be closed. The casino is firm in their decision and further mediation is impossible.

As established before, the casino did receive your self-exclusion message, however due to improper header and the unusual e-mail address you have used to register with the casino, the message has been marked as spam, and therefore missed by the support team. While I agree that you could have shown more effort in self-exclusion by further inquiring about the status of your message, or sending more requests and inquiring with live chat, it is fact that your original request has been sent and received by the casino.

I have also pointed out that same way as the casino staff is not responsible for a system error, neither is yourself. I have tried to mediate a goodwill gesture from the casino, taking accountability for their own system's failure. This was dismissed and not considered as valid argument.

Since the casino refused any kind of reimbursement, but at the same time your account has been closed without the option for reopening, I will now close this complaint as "partially resolved". This may affect the casino's rating on our website, however not as strong as unresolved complaint would.

I understand this may not be the solution you were hoping for. For the future reference, I would strongly recommend not sending a single e-mail and hoping for the best, when trying to self-exclude from the casino. Send multiple messages, and if nothing happens within 24-48 hours, send another message, or inquire with live chat about the status of the previous messages. In the future, if you open a complaint with Casino Guru and no sufficient effort of trying to self-exclude is shown, we may reject such case.

As a further safety measure, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.