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.

Hello, I wrote to them yesterday via chat that I would like to request a copy of the history, they said to write them an email, I wrote but they haven't responded yet, I'm waiting for their response

The day before yesterday they said to write an email, I wrote and they didn't respond, today I asked and today it's no longer possible to download history..

Hello, I found a photo in the memory of one of the broken tabs, where I wrote a self-exclusion message to them... I wasn't sure if I took a photo, but thank God I did and I found it.

Dear Novcsi87,

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,

Attila

Hello Novcsi87, 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. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Wageon Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 Novcsi87, I have been informed that the casino is aware of this complaint and is trying to resolve it, however they have issues logging into the Casino Guru account. Therefore, they are unable to respond here directly. In light of this news, as well as to give this complaint real chance to get resolved, I will be extending the timer and actively help resolving the system issue at hand.

If it fails, I will be conveying information on behalf of the casino. Once I have further info, I will let you know.

oke,thank you

Dear Novcsi87, the account issues have been sorted, and I believe the casino representative will be joining this thread shortly. :)

this is good news, I'm waiting for him

Hello!

We really appreciate the invitation to this complaint and will be glad to take part in it to further resolve.

We would like to inform you that the user's appeal has been reviewed by our team based on the available account information in accordance with the standard procedures.

From our side, we note that in response to the user's requests regarding the management of their gambling activity, the operator took appropriate measures: the player was offered self-limitation tools in accordance with the Responsible Gambling policy.

Subsequently, the account was closed on a permanent basis in accordance with the operator's procedures and the licensing requirements applicable to the platform.

Based on the results of the internal review, we have found no grounds to satisfy the request for compensation.

Please note that the player's account is currently permanently closed, and further activity on the platform is impossible.

Additionally, we would like to draw your attention to the following: the live-chat message referred to by the player was sent by him on March 8, 2026, which is to say, during a period when the account was already closed. Presenting this message as a timely communication regarding the substance of the dispute is factually incorrect: at the time it was sent, any gambling activity on the platform was already excluded. The circumstances under which this message was sent suggest that it was generated solely for the purpose of a subsequent complaint filing.

Respectfully,

Wageon

Hello, please share the chat conversations or make them available...so you can write anything if you don't let the person prove it..you are already tricking the person back with a gift, which is illegal in itself...but please then let us share our conversations on the site..if you feel you are right, then this should not be an obstacle..that will show who is right, prove the conversation publicly, from my side, the public publication of the entire chat conversation is also allowed

Dear Novcsi87, I have double-checked the screenshots you have sent us via e-mail and uploaded in this thread. I can see permanent self-exclusion has been applied to your account on 26th January 2026. Can you please either e-mail me (matej.l@casino.guru) or upload to this thread a confirmation you have got upon the self-exclusion in November 2025 or at least the e-mails you have sent requesting it at the time? Thank you.

Hello, they applied the permanent self-exclusion not on January 26th but on January 2nd, to which they write that they acted immediately as I wrote about the gambling addiction problem, but if you look at it, I wrote them the message on December 28th that I had an offer that was written in it, so if they refer to that, it is also clear that they did not act immediately, but when I wrote that I had lost all my money and so they no longer needed me, at Christmas when I wrote to the VIP manager in the Telegram application that I think I will exclude myself because I feel like I will lose everything, then he also wrote that there is a personalized gift for me after the time spent, I said I will wait, but in January instead of a gift they excluded me when I wrote that I have no money left.. with them, if you set self-exclusion or any limit, they do not send an email about it, you just cannot enter, but of course they cheat you back with a promotion, like they did in October which is in one of the photos yes, I only found one photo from November, but if they say I'm lying, then according to them there is still a conversation, then I would like to ask the casino that if I have lost so much money, in return they should at least share my last message from November, everything will be revealed from that (of course only if it has not been modified), I swear on my life that I wrote it, be a casino representative, please share the last 2-3 messages before my self-exclusion in November, if you are right in your opinion then you have nothing to worry about, but if you don't show it, it clearly means that you are hiding the truth, I only have the email from December 1st, which I had to send to unblock my account, because in vain I wrote to self-exclude them not to send anything but they just sent it, I have more than 100 euros cashback on my balance and I was so stupid that I went back to play, I gave in to temptation

Thank you for the details, both Novcsi87 and Wageon Casino. Since both sides are presenting different viewpoints, I would like to ask for an e-mail confirming your stance with corresponding evidence, so I can established the timeline of events and be able to mediate further.

My e-mail address is matej.l@casino.guru.

Dear Novcsi87, please e-mail me screenshots of the Telegram conversation with the VIP manager where you mentioned gambling issues at Christmas time, as well as any and all e-mails you have sent to the VIP or Casino support e-mails, asking for self-exclusion or an account closure and also stating gambling addiction as the reason.

Dear Wageon Casino, please e-mail me the message received by the player and let me know the date of the actual account closure. If you can also confirm the account has been closed permanently with no option to reopen, and player's credentials were blacklisted to prevent him from re-registering with his real personal details, that would be much appreciated as well.

Thank you both for understanding and cooperation.