WaveBet Casino - Player’s self-exclusion has been ignored.

Hey I've played on wavebet and multiple of its sister sites. On Blazebet I blocked my account due to gambling addiction earlier and they use the same support system so this is known by the casino even rhough it only applies to blazebet. On wavebet I used their inbuilt responsible gambling options. They have a tool to take a break and a tool called "Self exclusion" here you can block your account for upto 30 days, you have to read the terms where you have to accept that you won't get access for the duration of the break when using the option. I used the option for self exclusion. But multiple times when I asked support they just lifted the block directly no questions asked. I lost alot of money while being blocked on both wavebet and their sister casinos due to the limit being lifted multiple times. When complaining they say this doesn't count as a self exclusion even though it's explicitly stated at the tool and in the terms. I can find saved the last time I asked for the limit to be lifted and I request the deposits during the next 5 days to be returned. I send you screenshot of the windows that appears when accepting the terms of the self exclusion and the associated terms and conditions.

Kindly

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you ever contacted the casino customer support through email to request self-exclusion? If so, please forward me the account closure requests that you sent to the casino, together with the casino's responses, at veronika.f@casino.guru.
• Have you passed the full KYC verification, or at least submitted any identity documents for the verification process?

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

Best regards

Veronika

Hej Veronica I have not contacted them by email before my last deposit was made. I have only used the self exclusion options on the site. Ss stated in your review as a + they have multiple responsible gambling options. I have used the option to self exclude for a specific time frame. I have self excluded on the sister site fastbet by email in February but not wavebet. I have completed kyc with ID and proof of address.

Thank you for your responses.

• Could you please forward me the email you sent to WaveBet Casino requesting self-exclusion? My email address is veronika.f@casino.guru.
• Have you contacted the casino via live chat to inform them of your gambling-related problems and requested an account closure period longer than the 30-day option available directly in your account?

Hey Veronica as I wrote above I have not emailed wavebet about self exclusion.

2. I have only used the inbuilt self exclusion function on the site. This block has been lifted by the casino while it should still be active according to the specified time.

Thank you for your responses.

Unfortunately, if you did not contact the casino's customer support directly to request a permanent self-exclusion due to gambling-related harm, we cannot ask the casino to refund your lost deposits.

Please note that the 30-day self-exclusion option available in your account does not necessarily have to be related to gambling addiction, as the website does not describe it as such. Moreover, self-exclusions related to gambling addiction are generally granted for a minimum period of six months.

If you are still able to access your account and would like to have it permanently closed, please let me know, and we will guide you through the process of submitting a valid self-exclusion request based on gambling addiction.

If you provide a function called "Self Exclusion" found under the header "responsible Gambling" where you can choose to exclude for 30 days with a link to the casinos own terms of service stating "8.1 Upon requesting a self-exclusion, the Casino will immediately close that account and prevent the player from playing on that particular account. We will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. The Casino cannot be held accountable for potential losses on other accounts."

I don't think it's unreasonable to think that this will function as a self exclusion? It's clearly stated so both on the site and in the terms. To then say that this is not a protection against gambling to much is misleading. Then the function should not exist at all.

I understand why you see this as confusing. If a tool is labeled "Self-exclusion" and is placed under the Responsible Gambling section, it is reasonable to expect that it will prevent access for the selected period.

However, from Casino Guru's perspective, there is an important distinction between using an automated responsible gambling tool and requesting a gambling addiction self-exclusion directly from the casino.

When a player is struggling with gambling addiction, we expect them to make it explicitly clear to the casino that they are experiencing gambling-related harm and request a long-term or permanent self-exclusion. If you notice that the built-in tool only allows exclusions of up to 30 days, we strongly recommend contacting the casino's customer support directly and asking whether they can permanently close your account due to gambling addiction.

When applying for a self-exclusion, it's important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails every day, so a well-labeled subject line helps ensure your request is noticed and processed more quickly.

I also strongly recommend always keeping proof of your request, whether it is a copy of the sent email, a live chat transcript, or screenshots. This evidence can be extremely valuable in the event of future disputes.

An example of such a request would be:

Email subject: Self-exclusion due to gambling addiction

Player information:

• First name:
• Last name:
• Date of birth:
• Casino username:
• Email address:

"Greetings WaveBet Casino,

I'm writing to inform you that I wish to self-exclude immediately from this casino and stop receiving any gambling-related marketing material for a minimum period of xxx months/years (or permanently).

The reason for my request is gambling addiction.

I acknowledge that I will not be allowed to revoke my self-exclusion during this period and that it cannot be lifted before the agreed exclusion period expires."

Please send such an email to WaveBet Casino, add my email address to CC (veronika.f@casino.guru), and keep me informed about any further developments.