Wazbee Casino - Player’s self-exclusion request has been ignored.

Dear CasinoGuru team,

I would like to submit a formal complaint against Wazbee.com, Royspins.com, and Welle.casino for ignoring my self-exclusion request due to gambling addiction, refusing to refund my deposits, and failing to comply with GDPR requests for personal data and transaction records.

Background and Timeline:

On August 26, 2024, I sent a clear and unambiguous self-exclusion request via email to the support addresses of the above-mentioned casinos and their affiliated brands. In that message, I asked for a permanent and irreversible exclusion from all platforms operated under their licenses, due to problematic gambling behavior and addiction.

I explicitly stated that I would not take responsibility for future losses and requested closure of all my accounts across all related brands and websites.

The email was addressed directly in the "To:" field, not via CC or BCC, as falsely claimed by Wazbee.com. I have attached a screenshot as evidence.

Despite this, Wazbee.com did not exclude me, and I continued to have access to their platform.

On December 8, 2024, I followed up with Wazbee to ask why my exclusion was not implemented. In response, their support agent "Evelyn K." claimed my original message was ignored because it had been sent via carbon copy (CC) and was flagged as spam. This is demonstrably false.

Even if the message had ended up in a spam folder, it is the responsibility of the casino to monitor and process exclusion requests – especially those concerning gambling addiction.

Violations and Concerns:

1 Failure to act on a clear and valid self-exclusion request

Ignoring a request for permanent exclusion due to gambling addiction is a direct violation of industry standards for responsible gambling

.

2 Unfounded excuse to deny refund

The claim that my email was sent via CC is incorrect. I provided proof that it was addressed properly. Regardless, filtering issues do not excuse the casino’s obligation to handle such critical matters.

3 Inconsistent enforcement within the same group of casinos

One of the recipients of the exact same message – Welle.casino – did in fact block my account. This proves:

The message was properly delivered.

The casinos involved are part of the same group or operator and thus had the means and obligation to block me across all their brands.

If Welle.casino could exclude me, so could Wazbee and Royspins – but they chose not to.

4 Failure to prevent gambling and accept deposits post-exclusion request

I continued to gamble after August 26, 2024, and made deposits under the assumption that my accounts would be blocked. These deposits should be fully refunded.

5 Violation of GDPR – refusal to disclose account data

I submitted GDPR-based data access requests, but none of the casinos provided:

A breakdown of my deposit history,

My account activity, or

The total amount of money I spent.

Attachments:

Screenshot of original self-exclusion email (August 26, 2024)

Follow-up complaint email (December 8, 2024)

Reply from Wazbee denying responsibility

Proof that the email was not a CC/BCC

Evidence of account block by Welle.casino in contrast to others

What I Request:

A full refund of all deposits made after August 26, 2024, across:

Wazbee.com

Royspins.com

Welle.casino

A full GDPR-compliant disclosure of my account history and all deposit amounts.

A review of internal procedures regarding responsible gambling and exclusion handling.

I kindly ask for your help in ensuring that operators like these are held accountable and that other players facing gambling problems are treated more responsibly.

Thank you for your support,

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazbee Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

To clarify, we only mediate one complaint per casino. Therefore, regarding your claims about Royspins.com and Welle.casino, we require you to submit separate complaint requests for each.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo,

ich habe die Chatverläufe zugesendet. Ich habe wazbee mit dem Sachverhalt konfrontiert. Dies geht ebenfalls hieraus hervor. Eine Einzahlung war aufjedenfall noch im Dezember 2024 möglich.

Vielen Dank für die Hilfe.

Hello,

thank you for your email and message.

Could you please clarify the exact date you made your last deposit at this casino?

When have you first registered at a Wazbee Casino, please? Do you still have the confirmation of your registration? Could you forward it to my email [email protected]?

Do I understand correctly that your account is no longer accessible to you, please?

Looking forward to your reply,

Katarina

Hello, on 07.12.2024 was a deposit. That could be the last but I cant be sure 100%

I cant find any registration email. However that could be found out with a gdpr request if they would cooperate.

Yes my account is closed.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear Gambler33,

My name is Kubo, and I’ve been assigned to handle your complaint.

After carefully reviewing the information and evidence you provided, I regret to inform you that we are unable to support your request. Unfortunately, we believe that the level of effort demonstrated in your self-exclusion attempt does not meet the criteria we consider sufficient for a successful resolution.

We understand the importance of self-exclusion and take such cases seriously. However, we also believe that players who genuinely wish to self-exclude must take reasonable steps to ensure their request is received and acknowledged. In your case, sending a bulk email to multiple casinos and then following up only after nearly four months does not reflect the diligence we expect in such matters.

Due to technical factors beyond the casino's control - such as spam filters or email server settings - it is possible for bulk messages to be lost or overlooked. Casinos, especially those operating at scale, receive a large volume of spam and cannot be expected to sift through mass emails for potential self-exclusion requests. In fact, your case confirms this: Welle Casino did receive your message and promptly closed your account, while the others did not. This suggests that had you followed up shortly after sending your initial message, your request would likely have been acknowledged in a timely manner.

Additionally, I must address your request for a refund from Welle Casino. Since your account there was closed immediately following your self-exclusion request, there appears to be no basis for a refund, as the casino fulfilled its responsibility in a timely and appropriate manner.

As noted in one of your previous complaints, it is not currently possible to request a blanket self-exclusion from all Curaçao-licensed casinos at once - whether licensed under the former Gaming Curaçao authority or the Curaçao Gaming Control Board (GCB), also known as the Curaçao Gaming Authority (CGA). Sending one bulk email to multiple casinos may seem efficient, but unfortunately, it is not a reliable or effective approach.

Given all of the above, I must reject your complaint as unjustified.

Recommendations for the Future:

To avoid similar issues in the future, we strongly advise:

• Sending self-exclusion requests individually to each casino.
• Following up promptly (within a reasonable time) if you do not receive a confirmation or response.
• Maintaining copies of all correspondence for your records.

Additionally, considering the nature of your previous complaints, we encourage you to consider seeking professional support. Gambling-related harm can be difficult to navigate alone, and reaching out to a qualified organization could be an important step toward long-term well-being.

Based on your location, you may find helpful resources through local problem gambling support services: LINK HERE.

These centers often provide free or low-cost services, including 24/7 helplines, counseling, and practical strategies to help manage gambling behavior.

Additionally, s part of our Global Self-Exclusion Initiative, we’ve partnered with Bet Blocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to approximately 94,000 gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports multiple languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• Bet Blocker Website

Please note: Bet Blocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Thank you for your understanding.

Best regards,

Kubo