Wageon Casino - Player’s account exclusion raises concerns.

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Dear Novcsi87,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hello Attila, I sent you an email, I hope you received it, thank you for looking into the matter.

Dear Novcsi87,

Thank you for your response. Based on the information you provided, it appears that the first indication of your gambling concerns was noted in an email dated January 1st. This was subsequently followed by the casino's acknowledgment of the situation and their confirmation of your permanent self-exclusion. Could you please confirm whether you still have access to your account?

Please understand that in order for us to assist you effectively, we require sufficient evidence from your side that substantiates your original self-exclusion request. Without this necessary documentation, it would be quite challenging for us to engage with the casino and advocate for potential refunds of your deposits.

Thank you for your understanding.

Best regards,

Attila

Hello, if the casino makes my messages available, then I can prove that I notified them before my second exclusion....then I didn't notify them on Jan. 1st, but I wrote then that I was closing it referring to that, so I wrote in the past tense, which they very wisely applied in January, because it may seem like they applied it correctly, but only because I wrote that I was filing a complaint....but by default it was set to permanent, they could never reopen it, but for the second one, I swear on my life that I wrote to them before the exclusion was set, referring to the problem

Dear Novcsi87, could you please share how you initially notified the casino regarding your self-exclusion request? Did you use email or live chat for that communication?

In the first case, I only set a permanent self-exclusion in the responsible gaming menu, but in the second case, I wrote in the chat that I was again excluding myself, citing a gambling problem, and that I did not want any promotional or gift emails and that they reopen my page. At that time, I was very angry and used nasty words, but the continuous low RTP and I also had 2x1200 dollar payouts that could only be transferred separately, I waited for 3 days for a transfer, then they said they had put it back into my balance. In vain I wrote 2400 dollars, if a person's balance changes, you can notice it, but they did not return it to me, they cheated me with that too, so I was very upset because of the stolen money and the continuous losses, so I used nasty words but wrote that there was an addiction problem

Dear Novcsi87, Thank you for your response.

Could you please confirm if you have access to your chat history? If possible, you might consider reaching out to the casino to request access to this information. Please note that, in order for us to assist you effectively, we need sufficient evidence from your end to support your original self-exclusion request. Without this necessary documentation, we may be unable to address the matter with the casino.

Thank you for your understanding.